Ovo Energy Switching Problems

I received a letter from them within 4 days of applying (and one day of that was the comp site passing the app through). That gave me my Ovo ID, so the online a/c was set up 5 minutes later-all data there is correct and I am scheduled to switch at the end of April.
I assume that this letter is the welcome pack-what else is needed anyway?

Initiated my switch from EDF to Ovo on Tuesday 25th March using MoneySavingExpert's Cheap Energy Club.

Even allowing one day for it to be passed to Ovo it's now 10 days later and counting and apart from the "Hurrah! Your Energy Switch is in progress" confirmation email received from the Cheap Energy Club on 25th March so far there has been absolutely no acknowledgement of receipt of the application or any response from Ovo querying it. The application would appear to have fallen down a black hole?

Many other customers who have switched using other comparison sites have reported having received a response from Ovo within 3 to 5 days.

I would be grateful if you would explain why there appears to be a delay in processing applications made via the Cheap Energy Club and why applications made via other comparison sites appear to be being given priority.

What is causing the delay is in this particular instance and do you honestly believe that 10+ days is acceptable?

7 days is what is quoted and 7 days is what is expected. Any longer than that regardless of any increase in numbers of applications is not acceptable.

Please feel free to PM me for any details which you may require to resolve this.

I used the Cheap Energy Club to change from EDF April 2014 to Ovo's Cheaper Energy Plan.

I had a welcome letter this morning confirming everything. I'm surprised it actually reached me seeing as Ovo missed out 2 lines of my address.

Anyway, after reading the letter, I was shocked to see that my standing charges and my gas kwh price and my electricity kwh price were all higher than were shown to me when I switched via Cheap Energy Club.

I sent an email to [EMAIL="hello@ovoenergy.com"]hello@ovoenergy.com[/EMAIL] this afternoon, but after reading how many people are not getting a response via email, I'm not feeling particularly confident I'll get a reply.

It's very poor that a company that encourages people to use email instead of phone, and gives them a discount for doing so, doesn't seem to be answering emails.

Needless to say, I'm not impressed thus far, and if I don't receive a satisfactory reply to my email about being overcharged, I'll be phoning Ovo next week to cancel.

jem16 wrote: »

I sent 2 emails recently. The first sent last Saturday afternoon was answered on Tuesday around 5pm. I replied to it that evening. The 2nd reply arrived this morning.

So can't really complain - emails seem to be answered in around 2 working days.

Thanks man, hopefully my email will be answered by Tues/Wed.

jem16 wrote: »

I switched both mine and my parents at the same time through TopCashback and all details have been exactly as shown on the comparison - no missing address details and prices exactly as quoted.

Perhaps the issue lies with the CEC rather than Ovo.

Perhaps it is. I hope my problem with prices will be a simple fix