Since my Fixed rate deal expired in November last year I have experienced problem after problem with the level of my DDR payments, Meter readings being ignored and my Anniversary date being extended by 4 months.
At the outset on the variable rate tariff, my projected usage was estimated at 40% more than previous years (We have been OVO customers for 5+ years). I carried out detailed projections of my own, including the outrageously increased standing charges, and arrived at a monthly figure that I felt would comfortably cover our annual usage. Several phone calls later resulted in their agreeing my figures and reducing my DDR payment to the level I requested. They gave me a small compensation payment, which I gave to charity. 3 weeks later, I received an email informing me that my DDR payments were going to be increased again! This has been repeated in spite of calls and agreement to leave the payment unaltered. Why?
I then discover, following another email notifying me of another intended increase to my DDR, that my anniversary date (anniversary meaning 12 months) has moved from November 2023 to March 2024, which then of course adds a 2nd winter quarter to the equation, further confusing the issue. No-one at OVO can explain why or reset it. Why?
I now find that my most recent bills have used estimated readings to calculate the cost in spite of my submitting readings on the due date every month, which are confirmed on the readings page and even quoted on the bills along with the estimated readings. Again, no-one can offer an explanation or correct the bills, only that ‘it will all come right on the anniversary date’, which is wrong itself. Why?
I have spent hours on the phone and writing emails to no avail.
Any help would be gratefully received before I lose my sanity.
Welcome to the customer customer forum, i am just a customer like you, so this is my personal experience built up over several years on the forum. The OVO moderators may disagree with some things i have written and as i am not an OVO employee it is impossible for me to get everything correct all the time.
No one on the customer forum can access your account, including the OVO moderators so no one here will be able to give you personalised responses.
Honestly, if you are now out of your fixed contract and are getting frustrated, then consider switching to another supplier. The faster switching service means that now in normal circumstances a switch is meant to happen in 5 days.
Here is some general information around the points you have raised. Some or all of this you may already know. I hope it helps, feel free to ask follow up questions. I am sure one of the regular posters or OVO moderators will be able to provide some general advice on most things.
1. No Anniversary dates on variable plans. There are no anniversary dates on variable plans. They are rolling plans. You can see this on the plan page. Here is mine for example. There is no such thing as extending anniversary dates on variable plans. They have no end date or anniversary date.
This works much better if you have a smart meter, it doesn’t work as well if you only submit one reading a month.
This is automatically updated as the system sees how much you use.
There is a bit more about it here
There is no way for OVO staff to manually adjust the Future Annual Consumption.
The figure is calculated based on rolling data over a longer rolling period than 12months, so your comment about the 2nd winter period being added is completely normal. I haven’t heard of anyone managing to recreate exactly the same number manually ever.
3. Meter Reading.
I assume you don't have a smart meter, if so i suggest you think about getting one if you can. This is the easiest way to sort out the issues with the date you submit meter readings and should make the Direct Debits more accurate.
4. Direct Debits Fixed vs Variable plans
These are worked out completely differently on fixed vs variable plans.
There is no Anniversary date with variable plans when your balance will reduce to zero.
A. On fixed plans the DD level is worked out to leave you with a zero balance at the end of the plan
B. On a variable, the DDs are worked out on a continually rolling 12 month basis.
5. Direct Debit freezing
The only reliable way to freeze a DD at a lower level is to call the collections number rather than the Support number.
Collections have more flexibility. But even then you can only freeze your DD for 3 months, then do it again for a second time after that.
0800 0699 831
Make sure you explicitly ask collections to freeze your Direct Debit for three months, else it may not happen.
I wouldn't bother trying to do this via the normal support phone number.
If your DD is so high that you build up what you think is too much credit, you can call collections and ask for a refund of up to 100% of your balance on a variable plan, but i wouldn't recommend that much. Obviously any refund may impact your recommended Direct Debit.
Ofgem are engaging with OVO about direct debits to secure improvements or adequate reassurance of compliance generally. OVO were one of only three suppliers in this position at the time of this latest update from the regulator Ofgem.
6. Timing of manual readings for bills.
There is no easy answer to this. Try searching for similar threads on the forum to get a gist of other examples.
Basically you would be better off getting a smart meter if you haven't already. That is the only real solution.
Apart from that, you could try submitting readings a few days around the due date.
Then even if the bill has an estimated reading, it will be based on a very recent manual reading. There is no way to change this.
There is no way to completely guarantee you won't see an estimated reading on a bill in my experience on the forum if you don't have a smart meter. Although it won't make a difference how much you are charged over a longer period.
7. Emails.
OVO have been gradually removing emails as a communication mechanism, so I wouldn't recommended using it going forward for anything with OVO. You may stop getting timely or any responses.
8. Standing charges
These have increased for everyone on variable plans and people coming off fixed plans. Covering the costs of 28 failed energy companies, investments for net zero and inflation etc. mean the days of low standing charges are perhaps gone forever. It is an industry wide challenge not limited to OVO. It may well continue to increase.
Assuming you are on the variable plan, Ofgem will release the price cap changes on 25 May 2023 for the 1st July.
So we will get some idea what ovo will charge from 1st July then in terms of standing charges and unit rates.
But will have to wait till ovo release their own actual rates before the 1st July.
Anyone on variable plans will see rates change every 3 months, this use to be every 6 months.
9. Formal complaint
If you are not happy with anything OVO have done you can always raise a formal complaint if you haven't already.
If you are then still not happy after 8 weeks you can ask for help from the Energy Ombudsman. You can also ask OVO for a deadlock letter within the 8 weeks which they may provide.
… I do not accept that I should pay for failed businesses that did not safeguard against the energy situation.
Who should pay, do you think?
Or do you think that the affected consumers whose accounts were in credit should simply write off what they had paid in advance (an average of £353 per household)? While those who owed see their debt similarly written off?
Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
It’s also worth noting that in most cases, the failed business itself has to cough up for its failure and the Administrators claim back the costs from the estate, albeit being paid themselves before anyone else of course.
An ESCA like with Bulb is just an edge case. It’s rarely done that way
Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
… I do not accept that I should pay for failed businesses that did not safeguard against the energy situation.
Who should pay, do you think?
Or do you think that the affected consumers whose accounts were in credit should simply write off what they had paid in advance (an average of £353 per household)? While those who owed see their debt similarly written off?
I did not mean consumers, I was referring to creditors, which is what happens to any other business that folds.
Suppliers spend millions every year on advertising to attract new customers, there was no reason to treat the transfer of the failed suppliers customers any differently to a normal switch exercise. Millions of new customers at the drop of a hat.
… there was no reason to treat the transfer of the failed suppliers customers any differently to a normal switch exercise. Millions of new customers at the drop of a hat.
Except that during a ‘normal switch exercise’, customers’ credit balances are transferred to the target supplier. Customer credit was what was keeping the failed companies afloat until they’d spent it all and sank.
Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
… there was no reason to treat the transfer of the failed suppliers customers any differently to a normal switch exercise. Millions of new customers at the drop of a hat.
Except that during a ‘normal switch exercise’, customers’ credit balances are transferred to the target supplier. Customer credit was what was keeping the failed companies afloat until they’d spent it all and sank.
If that is what you believe, then the Directors of those companies, which were obviously trading insolvent, which is illegal and an act of bankruptcy, should be facing criminal charges.
The government (taxpayers) would have been better served by serving up a measurable debt payment instead of allowing this to be loaded onto standing charges. Follow the money. Bonuses and dividends.
However this is on the Ofgem website which suggests the Supplier of Last Resort cost is minimal compared to the other charges
Correct me if I’m wrong!!
You are still ignoring the fact that the failed suppliers had no safety net for possible issues, were trading insolvent. If, for example, a solicitor was using clients funds for the running of his day to day business, he would be charged with embezzlement, hauled into court and have his licence to practice revoked. Explain to me the difference please.
The consumer balances were auditable, both debt and credit, and a simple transfer could have been effected with the taxpayer footing any shortfall as a one off payment in each supplier case. Instead, the remaining suppliers have been allowed to hike standing charges, which I would suggest will remain at these levels ad infinitum. The cost of maintaining the network is a day to day business expense by the supplier, with us the consumer picking up the tab. That cost has not increased at all due to this issue.
The graph from OFGEM is a snapshot and plainly ignores future years. This toothless excuse for a regulator, there to protect the consumer from potential monopoly abuse, which is what we have suffered over the past year, has, under the guise of continuing supplies after the failed suppliers mismanagement and insolvency, passed the buck to the taxpayer rather than the industry that is responsible due to their inability to protect future supplies.
I will now remove myself from this forum, which, in my humble opinion, is full of apologists for the suppliers in general and OVO in particular.
As a footnote, I had a very productive discussion with a member of the advanced resolution team yesterday, who has managed to progress ALL the issues I listed in my original post, to my satisfaction. He also agreed fyi, that DDR payments are calculated for a 12 month period from the start of ANY contract, and amended only when there is a possibility of a significant shortfall. There is no facility to extend this under the guise of a ‘rolling contract’.
… If, for example, a solicitor was using clients funds for the running of his day to day business, he would be charged with embezzlement, hauled into court and have his licence to practice revoked. Explain to me the difference please.
The big difference is the overriding requirement to act quickly to ensure that customers are not left without access to a vital resource. We have no idea what action may be being taken against those responsible for the failures. Yes, there are strict rules for the management of client funds, but at the time, no such rules were in force for the management of customer credit with energy companies. No-one foresaw the catastrophic rise in energy prices in 2021-22, so no-one foresaw the need for such rules. OFGEM has now shut that particular stable door: Ofgem announces tough new financial measures to ensure energy suppliers can withstand future shocks - including protection for customers’ credit balances | Ofgem
I note that you suggest that the taxpayer should cover any shortfall. That is what is happening, except that there is now a mechanism in place to recoup the treasury’s expenditure from all energy consumers rather than imposing another burden on general taxation.
PS “… have his licence to practice revoked” - rescinding the failed companies’ licence to supply energy was the first step in the process.
Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
FYI. The Ombudsman found in my favour, awarded another small compensation and my DDR was left at the level I requested. At the completion of 12 months payments my account resulted in a healthy credit balance as per my calculations. Had I just allowed OVO to manipulate my DDR payments, my balance would have soared to 3 times the amount.
