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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

Show previous replies
M
Rank 2
Maureen D
Rank 2
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 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.

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 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 @Maureen D 

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 

M
Rank 2
Maureen D
Rank 2
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 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 @Maureen D 

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? 

https://account.ovoenergy.com/billing-history

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.

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 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 @Maureen D 

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? 

https://account.ovoenergy.com/billing-history

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 @Maureen D 

1. Are the readings described as estimated on that 31st bill? 

2. Is that an OVO bill or a final SSE bill? 

M
Rank 2
Maureen D
Rank 2
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 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 @Maureen D 

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? 

https://account.ovoenergy.com/billing-history

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 @Maureen D 

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.

 

 

Jeffus
Rank 20
Jeffus
Rank 20
October 16, 2023

@Maureen D I have asked the ovo mods to delete the image 

 

    T
    Newcomer
    Tinkers
    Newcomer
    October 16, 2023

    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. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 16, 2023

    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. 

    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. 

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd