OVO trying to take over my energy supply I did not authorise this?

Thanks for the update. Forum_Support are available to help keep track so if you need them to step in again, simply reply back to the existing PM thread and they’ll take another look. You can also continue talking to the main Support Team just like you did with Quentin - either way, the case notes will be updated to keep everyone on the same page.

The only thing to know is that it’s a small team so I can’t guarantee they’ll be able to reply immediately.

Out of everyone giving you advice so far, I’m the only one who can’t access internal stuff so I can only give advice here in the way I’ve done so far.

The Erroneous Transfer process will nuke the account. If the switch hasn’t happened yet, it may be rapidly shut down and could be fixed up in a few days. Otherwise, it may take up to three months to fully resolve.

Based on what you’re saying, I think it’s possibly going down the rapid option of just nuking the switch attempt entirely. However, you’ll need to ask OVO and EDF to both confirm as I’m unable to be 100% certain.

Thanks again, I was on hold with Quentin been on the phone for half an hour, but he has just disappeared, just need OVO to confirm in writing as aforementioned, nightmare - will keep you updated, it appears that I get far more help from the Forum Support and yourself, really grateful.

Many thanks.

Think Quentin must have gone for lunch…… was on hold as he was sending an email to confirm the account would be closed down, but I have not received it, just hope Forum Support will send this, can’t be on hold any longer.

Many thanks.

I never did hear back from Quentin and no email from OVO as promised by him, just spoke to the Energy Ombudsman, and they stated that as I did not authorise this it will be classed as an Erroneous Transfer even if a) it is an industry error or b) opened by a fraudster trying to get utility bills using my ID Therefore, OVO I did not authorise this, you have the time to sort this out quickly and make good.

After another half an hour call this afternoon, with Dale who confirmed it was cancelled by EDF on the national database on 30/04/24, Dale confirmed he would email tomorrow that the OVO account has been closed.  To the Moderators - please do not close my complaints case until I confirm that I have received correspondence from yourselves that the account has been closed.

Many thanks.

Hey @MJB1995,

I’m glad to hear that Dale confirmed that the switch was cancelled. 

We, as moderators, don’t work on complaint cases, so we won’t act on them. You would have an assigned case handler in charge of closing them when the issues have been resolved. If you need to speak with them directly, they can be reached on 0330 102 7400 (Monday to Friday 8:30am to 5:30pm.

I hope things get sorted for you soon. I can’t imagine how stressful it would be to be a victim of identity theft.

Hi ChristopherS, I am so grateful to all the team at OVO: Dale, Shads and Kirsty who I spoke to in complaints, and also a thanks to you and Blastoise186, amazing service, can’t thank you guys enough for  helping me out with this. Outstanding support.

Many thanks!

Hey @MJB1995, 

I will make sure to pass your thanks on to Dale and Kirsty, I work with Shads and I passed it on to her last night! 

Our Forum is for both OVO customers and those with other suppliers. We use it to help people and de-mystify the world of green technology and energy. You’re welcome to keep your account and look around to see if anything could benefit you. We have amazing volunteers who help us on the Forum; you’ve already met the incredible @Blastoise186, who volunteers their time to help others.

Happy to hear that everything is settled here though 🙂