My elderly mother, who is fast approaching 97, recently received a demand, from OVO, for immediate payment of her account or, she was liable to receive a visit from the bailiffs!
As she does not have access to the internet, she signed up, with OVO, to receive paper bills.
The previous bill was received in, or around, May 2023. She has received no communication since. Why is this?
As I've stated, she's almost 97 & lives independently. She does not have a mobile phone, computer, or internet access. Even if she had the latter, she'd not have a clue how to use it!!
Where have paper bills gone?
Do OVO care or even give a jot about their elderly customers?
Sorry to hear about this. Because your mother is someone I’d consider vulnerable, I have escalated this thread directly to the forum moderators. Please wait for a response - they’ll be back in the morning.
We don’t have access to accounts here at the Forum so we can’t see what’s already set up on an account but, it’ll be worth either if your mum, or yourself with your mum present, could call the Support Team to make sure the billing is set to being post only. If you’re present on the call, they can even get you added to the account so you can speak on your mum’s behalf going forward with ease. We’d also recommend she joins the Priority Services Register if she’s not already part of it. You can check out more on the Priority Services Register here: https://www.ovoenergy.com/help/article/priority-services-register.
The team can then discuss the bill and if the account is in debit, how you want to pay that. They’ll also check if the bill is estimated or if an actual meter reading was used. If your mum has traditional, non-smart meters, I’d suggest taking a meter reading before making the call to the team this way they can correct the bill immediately id it was estimated.
Sorry to hear about this. Because your mother is someone I’d consider vulnerable, I have escalated this thread directly to the forum moderators. Please wait for a response - they’ll be back in the morning.
We don’t have access to accounts here at the Forum so we can’t see what’s already set up on an account but, it’ll be worth either if your mum, or yourself with your mum present, could call the Support Team to make sure the billing is set to being post only. If you’re present on the call, they can even get you added to the account so you can speak on your mum’s behalf going forward with ease. We’d also recommend she joins the Priority Services Register if she’s not already part of it. You can check out more on the Priority Services Register here: https://www.ovoenergy.com/help/article/priority-services-register.
The team can then discuss the bill and if the account is in debit, how you want to pay that. They’ll also check if the bill is estimated or if an actual meter reading was used. If your mum has traditional, non-smart meters, I’d suggest taking a meter reading before making the call to the team this way they can correct the bill immediately id it was estimated.
We don’t have access to accounts here at the Forum so we can’t see what’s already set up on an account but, it’ll be worth either if your mum, or yourself with your mum present, could call the Support Team to make sure the billing is set to being post only. If you’re present on the call, they can even get you added to the account so you can speak on your mum’s behalf going forward with ease. We’d also recommend she joins the Priority Services Register if she’s not already part of it. You can check out more on the Priority Services Register here: https://www.ovoenergy.com/help/article/priority-services-register.
The team can then discuss the bill and if the account is in debit, how you want to pay that. They’ll also check if the bill is estimated or if an actual meter reading was used. If your mum has traditional, non-smart meters, I’d suggest taking a meter reading before making the call to the team this way they can correct the bill immediately id it was estimated.
Sorry to hear about this. Because your mother is someone I’d consider vulnerable, I have escalated this thread directly to the forum moderators. Please wait for a response - they’ll be back in the morning.
Thanks for understanding
Thank you so much for taking this matter seriously. OVO have previously just fobbed her off! I signed her up to the vulnerable persons register a few years ago. Again this makes absolutely no difference to OVO. Lost faith in them 100%. Once again, thank you x
We use 3 different kinds of cookies. You can choose which cookies you want to accept. We need basic cookies to make this site work, therefore these are the minimum you can select. Learn more about our cookies.
