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TH3
Rank 1
March 2, 2022
Solved

Why am I still waiting for my tech issue to be resolved? I'm not receiving bills and can't access my account!

  • March 2, 2022
  • 22 replies
  • 1149 views

I am at my wits end. I have spent several hours and complained several times about this. I do not know what else I am meant to do.

Around October 2021, the accounts “were updated”. This kicked me out of my account and every time I try to log in it states “oops! Something is wrong”. I was assured in December that the case was a priority and would be sorted in 45 days and I would be kept informed. Obviously that was nonsense and I discovered through yet another call to ovo that no such case had been raised. I am also not receiving any bills. Seriously, how long does it take to fix such a simple issue? On top of this, not one of my formal complaints has been responded to. Absolute farce. 

 

Best answer by Jess_OVO

Updated on 19/11/24 by Abby_OVO

I’m really sorry to hear of the issues you’ve had with your account and the difficulty you’ve had when raising this one to our Support Team, @TH3.

 

As it sounds like there could be an account-specific technical issue which is preventing you from accessing your online account or receiving monthly bills, this should’ve been raised to our Tech team for a full investigation. It’s really disappointing to hear that the correct process may not have been followed when you originally reported the issue and I appreciate the frustration this has caused.

 

We’d usually expect you to receive a response to any complaint raised via email or our online complaints form within 5 days so I’d like to follow this up for you. I’ve sent you a Private Message requesting some account details so I can forward these on to the team.

 

I hope we can get this one resolved for you.

22 replies

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 25, 2023

Hey @NewHome,

 

Sorry for the issues you’re having, it sounds very frustrating. 

 

If we can have a bit more background to your issue, we can offer some advice here.

 

Some industry timeframes are 4 weeks, so it may be due to a third party.

Renewable Energy? Big Fan.
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 31, 2023

    Has anyone had any experience with a raised billing case? I had a raised billing case and was on the chat line asking if there was any update. 

    Only to be told that my case needed to be raised to the home team department and that it could take up to 4 weeks, I'm so frustrated  being put from  piller to post every Time I enquire about this billing case. Feel like I'm just being fobbed off and getting no where , so it has taken the billing team 4 weeks to realise  it needed to be raised to a home team to investigate and resolve my issue. 

    This is so frustrating 😤 

    Hi @NewHome have you sorted your issue now? 

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