What's the problem with my new account and the OVO welcome letter?
Hello everyone, I hope you’re all having a nice day,
Having recently been moved over automatically from SSE PAYG to Ovo Energy PAYG I received my welcome letter dated 2 August 2023, it stated my move was complete so I thought I’d give them a call to confirm a few details, like making sure I’m still registered with priority service, that I can I top up my electric key at paypoint without any issues etc, generally get some more information I needed in regards to my specific concerns.
Yesterday in my 1st call using 0330 303 5063 I got from google search, I got told that my “account is still pending”, 5 days after welcome letter saying everything complete & ready, today I tried webchat for an update & to get more information, they told me they couldn’t access my account & to phone 0330 175 9669 as web chat is not available/set up at the moment for prepayment meter customers like myself (not very good is it?), so I called them on that number, 18 minutes on hold then the calls rings & goes dead 😡, classic, call again, 11 minutes on hold but put through to a nice lady who told me account was now active & I could top up as normal with no issues, she gave me a £10 credit code to present at any paypoint as an apology for wasted time & getting the run around to get the correct information I needed 👍🏻, I asked her to confirm the correct contact number for when I make future calls about my account/prepayment queries, she proceeds to give me “0330 0175 9669”, I read that back to her, she confirmed it correct, I thanked her for her help & ended the call, I called the new number with the extra 0 on it, 0175 instead of 175 thinking I had wrong department number to begin with, it rings & I get an automated message saying I’m being transfered to sales department, a very polite lady asks how she can help, I tell her I’m calling in regards to confirming correct contact number for Ovo Energy prepayment, she laughs & tells me they are a car sales firm in Bristol & they’ve been having a lot of calls of late where people are calling thinking it’s Ovo Energy, so unless I’m looking to buy a car she cannot help me, I laugh & tell her her company needs to contact Ovo & complain as call centre advisors are giving out their company number to customers.🤣🤡
So in short,
1: Why are OVO welcome letters giving a broken website URL at the top of the letter which doesn’t work? :- help.ovoenergy.com/payasyougo which returns an Oops! page doesn’t exist
2: Why is there no correct contact phone number provided under the traditional meter section of the welcome letter for customers with prepayment meter queries?
3: Why are OVO Energy customer service giving out a Bristol car sales number with an extra 0 in the number, 0330 0175 9669 which is wrong, but confirmed by lady I spoke to in customer services? (Should be given 0330 175 9699 which is correct for PAYG prepayment).
4: Why isn’t webchat setup or ready so agents can help with prepayment PAYG customer queries etc?
Anyone else get a migraine 😖 to get the correct information they needed after being switched?
