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How do I get missed payments removed from my credit file?

T
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I got moved to Ovo via their purchase of Southern Electric. I used to pay Southern Electric quarterly via credit card (after bill received)

I’ve just discovered seems every month I've not paid (in a qtr) Ovo have reported me to credit reference agencies as missed payments. (what a wonderful experience they give)

I’ve now paid and setup a Direct Debit (did try to do this end last year, still can’t get access via Ovo App as Ovo still not sorted account transfers from Southern, and couldn’t setup online as Ovo have diff default address of a different account defualting against Direct Debit bank a/c which made setup fail) 

How do I get Ovo to remove those missed payment reports from the credit agencies urgently? Its going to cost me thousands in borrowing costs.

Best answer by Shads_OVO

Hi @theorg,

 

I’m really sorry to hear this.

 

It seems our forum volunteers have already provided some good advice here.

 

It would be best to reach out to our Collections team so they can look into this further for you. They’re available by phone 09:00-17:00 Monday - Friday and by WhatsApp on 0330 175 9695, Monday - Friday 08:00-16:00 and 09:00-14:00 on Saturdays. You can also contact the team by webchat.

 

Unfortunately, our system doesn’t support quarterly billing. At the moment we only offer monthly billing. If you’re paying on demand/on receipt of your bill and not on a Direct Debit, you’d need to clear the balance on your bill each month within 14 days of receiving it. It would automatically go down as a missed payment on our system after this point. I apologise that you weren’t told about this.

 

This thread might also help:

 

 

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Blastoise186
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  • June 13, 2024

Hi @theorg ,

Probably the best place to call would be the Collections Team on 0800 069 9831. They can discuss this with you.

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!
Shads_OVO
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    Shads_OVO
Firedog
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  • June 13, 2024
theorg wrote:

… Ovo have diff default address of a different account defualting against Direct Debit bank a/c which made setup fail) 

 

I’m sorry to hear about this. While the Collections team Blastoise pointed you to should be able to help, I’d just say that the details of your OVO account profile are vitally important. The address is fixed, because it’s where your meter is registered in the national database. The email address is used for all communications from OVO about the account, and it’s also the login username for your online account. The phone number is used to make sure that calls from it are routed to the right place within the company. You should keep a careful note of which ones are registered for the account; if they’re not the right ones, they can be changed online or by calling Support on 0330 303 5063. Changing either of these shouldn’t have any effect on the Direct Debit mandate you’ve arranged.

I hope you manage to get your credit report sorted out.

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. |
Shads_OVO
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Shads_OVO
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  • Shads_OVO
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  • Answer
  • June 14, 2024

Hi @theorg,

 

I’m really sorry to hear this.

 

It seems our forum volunteers have already provided some good advice here.

 

It would be best to reach out to our Collections team so they can look into this further for you. They’re available by phone 09:00-17:00 Monday - Friday and by WhatsApp on 0330 175 9695, Monday - Friday 08:00-16:00 and 09:00-14:00 on Saturdays. You can also contact the team by webchat.

 

Unfortunately, our system doesn’t support quarterly billing. At the moment we only offer monthly billing. If you’re paying on demand/on receipt of your bill and not on a Direct Debit, you’d need to clear the balance on your bill each month within 14 days of receiving it. It would automatically go down as a missed payment on our system after this point. I apologise that you weren’t told about this.

 

This thread might also help:

 

 

Emmanuelle_OVO
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  • Emmanuelle_OVO
    Emmanuelle_OVO
Nukecad
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  • June 14, 2024

You should also be able to put an explanatory note on your record with the CR agencies, so that anyone looking at your record has an explantion of what has happened.

It's cold outside. Are Friends Electric?
Emmanuelle_OVO
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  • Pgoyal
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  • 1 reply
  • July 27, 2024

@theorg I hope you are doing well.
Have the missed payments been removed from your credit file?

I wish they have been removed with the help of the OVO collection support team. if yes, Could you please tell me how many days been taken to remove all this 

Blastoise186
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  • July 28, 2024

Hi @Pgoyal ,

OVO sends these corrections to the Credit Reference Agencies once a month, usually around the 1st of the month. If one is pending, it’ll go through on the next cycle. Whatever gets corrected will disappear from the records and be replaced by the corrected version.

It is worth noting however, that OVO is not obliged to make such corrections to payments which were actually missed without good reason - arguably the reason of “I didn’t know it was monthly” isn’t a 100% guaranteed acceptable reason on the basis you should be checking the bills or statements properly and thoroughly anyway.

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!
Shads_OVO
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  • July 29, 2024

Hi @Pgoyal,

 

It seems that our forum volunteer has already given some good advice here. Hopefully that answers your question.

 

Please let us know if you need any further advice about this.

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