Why was I charged an exit fee after cancelling an accidental renewal?

Hey there @GG43 ,

This is probably an account specific issue, so I can’t really help out much with this as I’m only a forum volunteer and an OVO member. However, if you got charged an exit fee by mistake, by all means you’ll be able to request a refund. If you don’t get it back soon, please feel free to let the Support Team know again and ask them to take a look. Live Chat is usually the fastest way to do that. They might also be able to switch your plan back, depending on circumstances but I can’t guarantee this.

If you still don’t get any luck, try the Complaints Process. Hopefully you won’t need it, but OVO will try to resolve the issue this way if you end up using it.

Same has happened to me. I didn’t sign up, it was a software glitch. 3 days of phone calls to get the tariff put back. Assured no exit fees as it’s 14 days cooling off. Here I am checking my app and notice 2x £30 exit fees. Terrible company

Have these exit fees now been taking off the account, @Elaine5678? If not, our Support team can request that this happens via an online chat.

Hope it gets sorted for you quickly,
Tim

Hi Tim, thanks for reaching out.
I have had no luck! I have just been on the phone, I don’t think the guy understood me. He has raised a complaint and I might get my money back. He said he couldn’t take them off, I asked to speak to a supervisor or manager as he seemed to have the wrong end of the stick. He said No! 
so frustrated 😞

Those exit fees would need to be taken off from someone in the operations team, @Elaine5678 - this will happen and you can refer to this topic thread if you need to. Any delays beyond this week, feel free to send me a private message to chase it up - I’m confident that won’t be necessary.

Thank you. I have since had an email to confirm that the charges have been removed. My account balance confirms it too. 
Thank you 😊 

Same thing for me - clicked once by mistake on an “ change of tariff” on the app, got put on one which was more than twice the previous monthly price,  I didn’t want it, had to call the next day and cancel to revert back . Was told it would revert back and  I would not be charged, but then was charged an exit fee of £30.

Have called and held on and on, no luck, no answer.

Have messaged online chat and been told I am 365th in the queue.

Guys -  there is an energy crisis. Folks are edgy. Taking an extra £30 when you have specifically said you will not, is just not on. As this is happening to so many people , there is either a major glitch in the system or it is set up to happen accidentally on purpose, to boost Ovo’s income for the weeks and months it takes to resolve.

Thinking of changing supplier as you’ve just cancelled my smart meter appointment too.

Sorry to be a bore, usually I am loads more fun. But seriously. So depressing. Can you help?

This feels like a prime opportunity to make things less painful in the future. I’ve been sparked to create an idea that’s related to this thread.

If you like the idea, feel free to upvote it. I’m afraid it won’t solve the issues right now, but hopefully might help if it ever happens again.

Hi @bee, yes I’m afraid to say that an accidental renewal has cropped up a few times, and the fees being applied also. But they can get reversed by our Support team. 

It’s exceptionally busy at OVO at the moment. On this forum, social channels, phone lines and web chat. You name it, everyone is approaching asking questions. This is understandable given the energy crisis news and price cap changes. 

Please bear with us whilst we get to your request. We will remove those exit fee charges. Get us on online chat or by calling via this link.