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Rank 5
hallj12345
Rank 5
March 20, 2023
Solved

Migration to OVO Credit Update

  • March 20, 2023
  • 18 replies
  • 1306 views

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 @hallj12345,

 

I’ve responded to you on this thread:

 

 

Hey @hallj12345,

 

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.

 

18 replies

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 21, 2023

Hey @hallj12345,

 

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. 

Renewable Energy? Big Fan.
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 21, 2023

Hey @hallj12345,

 

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.’

Renewable Energy? Big Fan.
H
Rank 5
hallj12345Author
Rank 5
March 21, 2023

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.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 22, 2023

Hey @hallj12345,

 

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. 

Renewable Energy? Big Fan.
H
Rank 5
hallj12345Author
Rank 5
March 27, 2023

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.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVOSolved
Retired Moderator
March 28, 2023

Hey @hallj12345,

 

I’ve responded to you on this thread:

 

 

Hey @hallj12345,

 

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.

 

Renewable Energy? Big Fan.
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Newcomer
camainwaring
Newcomer
September 20, 2023

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

Abby_OVO
Community Manager
Abby_OVO
Community Manager
September 21, 2023

Hey @camainwaring 

 

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.

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Newcomer
Tinkers
Newcomer
October 16, 2023

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. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 16, 2023

    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. 

    Hi @Tinkers 

    If you have switched away from ovo you should get a final bill within 6 weeks, then a refund within 10 working days.

    https://www.ofgem.gov.uk/information-consumers/energy-advice-households/check-if-you-are-owed-money-your-energy-bill

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