Hello,
I recently asked about not having all my credit reapplied after migrating from SSE to OVO. I spoke to a gentleman called Sebu. He said a small minority of customers didn't get all their credit reapplied because of a technical failure. The migration team are working to get this fixed. It seems I was one of the few that didn't get all their credit back. I hope it gets fixed soon and he advised me to keep Topping Up in the mean time.
Best answer by Emmanuelle_OVO
Hey
I’ve responded to you on this thread:
Hey
Really sorry to hear this, it sounds like a frustrating situation to be in.
I can assure you our OVO PAYG team are doing all they can to restore your credit as soon as possible. In the meantime they are able to add Discretionary Credit (DC). For example, if you had £200 credit, and have used your £20 that was left and they give you a DC of £50. this doesn't have to be paid back as a debt as we can deduct this from your credit when it is restored if you wish.
If this is the case and you had a large amount of credit, we are not putting you into debt, but giving you back some of their credit in a smaller portion. You would only be using what they would have normally used from their credit. therefore its not putting you into debt.
Please call PAYG Support if you’d like this actioned.
Hey
Really sorry to hear this,
I’ll inquire about this internally and see if I can get any more information about this issue.
Thank you for the update.
Hey
Got an internal update on this:
‘The affected customers are seeing about £20 missing for most of them. We are working on this issue and hope to have these credits back on their meters by the middle of this week.’
I am missing about £458 most of it is the government £66 and £67. The man on phone asked me if I had had a text or email about this I said no. I got an email the other day about a new OVO payment card on its way.
Hey
Sorry to hear this,
It sounds like you’ve raised it to the right team who will get this resolved for you. Before you are migrated they would have taken a snapshot of how much credit you had on your meter.
Keep us posted with how you get on.
Hello,
This problem with credit being readded is getting really stressful now. The time frames are getting longer and longer. I don't think they know what's what on the phones or chat. Just no progress.
Hey
I’ve responded to you on this thread:
Hey
Really sorry to hear this, it sounds like a frustrating situation to be in.
I can assure you our OVO PAYG team are doing all they can to restore your credit as soon as possible. In the meantime they are able to add Discretionary Credit (DC). For example, if you had £200 credit, and have used your £20 that was left and they give you a DC of £50. this doesn't have to be paid back as a debt as we can deduct this from your credit when it is restored if you wish.
If this is the case and you had a large amount of credit, we are not putting you into debt, but giving you back some of their credit in a smaller portion. You would only be using what they would have normally used from their credit. therefore its not putting you into debt.
Please call PAYG Support if you’d like this actioned.
We were moved from my old supplier to OVO on the 1st Sept with a balance of nearly £87 in credit on our smart meter, during the transfer they have lost our credit balance and this has been going on now for 3 weeks, i have made numerous calls, and online chats, engineer was supposed to be here today to replace meter and still not sign of him at 5pm
I am frustrated, annoyed and cant get through to anyone how stressful this is
Hey
I’m sorry to hear about this.
We don’t have access to accounts here at the Forum so you’ll need to get back in touch with the Support Team to rebook the appointment if they didn’t show. You may also be entitled to £30 compensation payment if they failed to notify you that they couldn’t make it.
Our Support team’s web messaging and WhatsApp opening hours will be:
8am - 6pm Monday to Friday
9am - 2pm on Saturdays
Our Support team can be contacted by phone on 0330 303 5063 between:
9am to 5pm Monday to Friday.
You can see all open contact channels via our Help Centre
It sounds like there’s maybe been an issue with the readings that were sent over by your old supplier when you started with us.
I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should of refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
+2I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should of refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
Hi
If you have switched away from ovo you should get a final bill within 6 weeks, then a refund within 10 working days.
I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should have refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
Sounds similar to me. Over a thousand in credit with SSE then somehow over the migration a fictitious bill was produced on 31st August which totally wiped out my credit and gave me a huge debit balance adjustment.
I’ve been fighting it since 1st September, so another couple of weeks I will be handing it to the Ombudsman.
+2I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should have refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
Sounds similar to me. Over a thousand in credit with SSE then somehow over the migration a fictitious bill was produced on 31st August which totally wiped out my credit and gave me a huge debit balance adjustment.
I’ve been fighting it since 1st September, so another couple of weeks I will be handing it to the Ombudsman.
Hi
I am just a customer like you.
Out of curiosity
1. Can you see where the readings jumped on this page?
https://account.ovoenergy.com/meter-readings/history/electricity
You should see some SSE readings migrated to OVO.
2. You should also see some SSE bills on your OVO account?
https://account.ovoenergy.com/billing-history
Sorry if you have already been asked this on the forum by someone else
I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should have refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
Sounds similar to me. Over a thousand in credit with SSE then somehow over the migration a fictitious bill was produced on 31st August which totally wiped out my credit and gave me a huge debit balance adjustment.
I’ve been fighting it since 1st September, so another couple of weeks I will be handing it to the Ombudsman.
Hi
Out of curiosity
1. Can you see where the readings jumped on this page?
https://account.ovoenergy.com/meter-readings/history/electricity
You should see SSE readings migrated to OVO.
2. You should also see some SSE bills on your OVO account?
There was a bill produced dated 31st August with readings of 45635 (day time) and 58404 (THTC) resulting in a massive bill for £1,863.57. Given that the current meter readings aren’t even that high, something is drastically wrong. I’m sick of trying to get operatives to understand this.
+2I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should have refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
Sounds similar to me. Over a thousand in credit with SSE then somehow over the migration a fictitious bill was produced on 31st August which totally wiped out my credit and gave me a huge debit balance adjustment.
I’ve been fighting it since 1st September, so another couple of weeks I will be handing it to the Ombudsman.
Hi
Out of curiosity
1. Can you see where the readings jumped on this page?
https://account.ovoenergy.com/meter-readings/history/electricity
You should see SSE readings migrated to OVO.
2. You should also see some SSE bills on your OVO account?
There was a bill produced dated 31st August with readings of 45635 (day time) and 58404 (THTC) resulting in a massive bill for £1,863.57. Given that the current meter readings aren’t even that high, something is drastically wrong. I’m sick of trying to get operatives to understand this.
Hi
1. Are the readings described as estimated on that 31st bill?
2. Is that an OVO bill or a final SSE bill?
I was moved to OVO from Oct 4th. Since then I’ve spoke to 12 people and made 2 complaints because they can’t find part of my account from SSE including my £628 credit which I paid in advance to SSE each month.
I’m fuming and have to just sit and wait! 5 days, 6 weeks or 6 months. The latest email said there is no time frame.
all 12 people have said different things. Ombudsman gives 8 weeks so it’s him I will eventually go to.
I’ve read many bad reviews from OVO and have now found another supplier. SSE should have refunded the credit before sending details over. Also what amazes me is that my bank details made it to OVO so they could set up a direct debit.
Sounds similar to me. Over a thousand in credit with SSE then somehow over the migration a fictitious bill was produced on 31st August which totally wiped out my credit and gave me a huge debit balance adjustment.
I’ve been fighting it since 1st September, so another couple of weeks I will be handing it to the Ombudsman.
Hi
Out of curiosity
1. Can you see where the readings jumped on this page?
https://account.ovoenergy.com/meter-readings/history/electricity
You should see SSE readings migrated to OVO.
2. You should also see some SSE bills on your OVO account?
There was a bill produced dated 31st August with readings of 45635 (day time) and 58404 (THTC) resulting in a massive bill for £1,863.57. Given that the current meter readings aren’t even that high, something is drastically wrong. I’m sick of trying to get operatives to understand this.
Hi
1. Are the readings described as estimated on that 31st bill?
2. Is that an OVO bill or a final SSE bill?
Difficult to tell.
*photo edited by moderator*
Please delete this once you read it if it shows too much personal information.
I’ve clicked the links you put on but it only shows my billing information from 4th October when the account was officially moved from SSE to OVO. All of my previous which shows usage and credit I’ve only got screen shots as SSE closed the account.
OVO told me that my money (credit) was in limbo and I have to wait.
The credit has nothing to do with OVO so I have no idea why they get to decide when I get it back. And why I have to fight them for it. It was paid to SSE to cover my usage.
I’ve read many stories similar to mine and everyone has ended up involving the ombudsman for help. Apparently ofgem are investigating OVO for their terrible customer service and overcharging.
+2I’ve clicked the links you put on but it only shows my billing information from 4th October when the account was officially moved from SSE to OVO. All of my previous which shows usage and credit I’ve only got screen shots as SSE closed the account.
OVO told me that my money (credit) was in limbo and I have to wait.
The credit has nothing to do with OVO so I have no idea why they get to decide when I get it back. And why I have to fight them for it. It was paid to SSE to cover my usage.
I’ve read many stories similar to mine and everyone has ended up involving the ombudsman for help. Apparently ofgem are investigating OVO for their terrible customer service and overcharging.
Your SSE readings and bills should have been transferred to your ovo account. So I suggest pointing that out to ovo. There may be a delay for some reason or part of the migration may have failed. This has happened to some other customers.
As the data is missung it is worth looking on this page on the website not the app.
https://account.ovoenergy.com/plan
See if the Future Annual Consumption looks reasonable for your annual usage.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
