Ovo Energy Reviews: Give your feedback

Consumerist

dunroving said:

Bad experience with trying to switch from Ovo to Pure Planet. Ovo blocked the switch due to a negative balance. Seems reasonable, except it was only a small balance, and there was a direct debit payment of £104 due two days later! I didn't realise the block resulted in my switch being cancelled, so two weeks later I had to get a new quote and start the switch over again. This is a very cynical way to prevent people from switching suppliers, in my opinion - or at least delay the switch in order (a) that the customer gives up on the switch, and/or (b) that due to the delay, they put you into a standard (more expensive) tariff. They didn't even give me a day's notice to pay the balance, they just blocked the switch!

In fact, it is not reasonable to prevent a switch on the grounds of a negative balance if you pay by direct debit.

A switch can only be reasonably blocked on the grounds of a debt which has been demanded, in writing, at least 28 days before the switch request was made.

If you feel so inclined you can make a formal complaint: first to Avro then, if not resolved in 8 weeks, you can refer it to the Ombudsman. I seem to recall a similar post on MSE where the Ombudsman awarded compensation in a similar situation. Make a note of the tariff details if you missed it due to the objection.

dunroving

Consumerist said:

dunroving said:

Bad experience with trying to switch from Ovo to Pure Planet. Ovo blocked the switch due to a negative balance. Seems reasonable, except it was only a small balance, and there was a direct debit payment of £104 due two days later! I didn't realise the block resulted in my switch being cancelled, so two weeks later I had to get a new quote and start the switch over again. This is a very cynical way to prevent people from switching suppliers, in my opinion - or at least delay the switch in order (a) that the customer gives up on the switch, and/or (b) that due to the delay, they put you into a standard (more expensive) tariff. They didn't even give me a day's notice to pay the balance, they just blocked the switch!

In fact, it is not reasonable to prevent a switch on the grounds of a negative balance if you pay by direct debit.

A switch can only be reasonably blocked on the grounds of a debt which has been demanded, in writing, at least 28 days before the switch request was made.

If you feel so inclined you can make a formal complaint: first to Avro then, if not resolved in 8 weeks, you can refer it to the Ombudsman. I seem to recall a similar post on MSE where the Ombudsman awarded compensation in a similar situation. Make a note of the tariff details if you missed it due to the objection.

Thank you, I will do this. I'm more concerned that a complaint might (hopefully) (a) be registered and count against the supplier, and (b) might lead to a change in policy. I will have been on their more expensive tariff for 2 weeks due to the blocked switch, but I'm assuming this won't amount to a lot of money, especially as it's summer.

Consumerist

dunroving said:

Thank you, I will do this. I'm more concerned that a complaint might (hopefully) (a) be registered and count against the supplier, and (b) might lead to a change in policy. I will have been on their more expensive tariff for 2 weeks due to the blocked switch, but I'm assuming this won't amount to a lot of money, especially as it's summer.

Since this is a potential breach of the Standard Licence Conditions, you can report the matter directly to Ofgem by email to:

consumeraffairs@ofgem.gov.uk.

SLC 14.4(a)

Domestic Customer transfer blocking
14.4 The licensee may ask or allow the Relevant Gas Shipper to prevent a Proposed Supplier Transfer in relation to a Domestic Customer at a Domestic Premises at which the licensee is the Relevant Gas Supplier in any of the following circumstances:
(a) subject to paragraphs 14.5 and 14.7, if at the time the request is made Outstanding Charges are due to the licensee from that Domestic Customer

(Para 14.5 refers to prepayment meters and para 14.7 refers to disputed amounts.)

Outstanding Charges are defined (SLC 1 - definitions) as:

"the amount of any Charges for the Supply of Gas which are due to the licensee from a Domestic Customer, have been demanded of that Domestic Customer by the licensee in Writing at least 28 days previously and remain unpaid"

Hope some of this helps.

dunroving

I have just called Ovo and spoke with a rep called Henry in customer relations. He has passed on the complaint to his supervisor and has issued a credit of £10 on my account. I calculated the difference between Ovo's standard tariff and my new supplier over the 2-week delay is £5, so I figure that's fair enough.
Edited to add: Interestingly, they told me that their computer is set up to block a switch if there is a negative balance of > £25, so I made the point that this automated rejection should be removed from the computer system. Hopefully, as a result of the formal complaint, this change will be made (and hopefully, an Ovo rep might come on here and respond - not sure if they follow this thread).

debw70

I received a bill from OVO Energy with notice of intended action for a debt that isn't mine.  I live in Aberdeen and OVO have got the wrong flat in the building. They are claiming I live on the top floor and this is not the case. I have notified them and they claim this is the fault of 3rd party tracers but they are now asking me to prove this isn't my debt by providing completion of purchase for my flat (this was 20 years ago!). OVO Energy already appear to have a lot of personal information given that I have never been a customer and now never will be. Do I have to provide this information or do they have to prove I am the debtor? I have contacted the Ombudsman and opened a case and I am considering seeking legal advice. Thanks. 

Consumerist

debw70 said:

. . . Do I have to provide this information or do they have to prove I am the debtor? I have contacted the Ombudsman and opened a case and I am considering seeking legal advice. Thanks. 

If you have notified them of the facts in writing then it is up to them to prove otherwise.

I assume that separate flats within the building have different postal addresses so there should be no problem.

Kit99

debw70 said:

I received a bill from OVO Energy with notice of intended action for a debt that isn't mine.  

Have you checked your entry in the Electoral Register? If it is correct, refer OVO to that as evidence of your address.

freelance52

Got an email from OVO yesterday to say they are stopping their Self-Service Discount after 31st December 2020. This discount is given to customers who manage all their account online: never phone/write to the company; get all bills/communication via email/pay by DD/have smart meters so give monthly readings/have dual fuel tariff etc. It amounts to £7.50 per fuel per quarter = £60 p.a. Their excuse for this is that 'some customers have complained that they feel disadvantaged by not getting this discount'. So the customers who get the most service from the company (phone them up/have meter readers come quarterly/get paper bills/pay only when bills are sent and only by that amount etc) are using the most resources from the company and are now complaining about that??? I doubt it. I suspect that the company is trying to raise its charges 'by the back door' by increasing customers annual bills by £60 p.a. without actually putting up the unit costs of the fuel and thus alerting Ofgem to their charges. So here I am, looking to switch supplier. The fact that OVO has said it will not charge its £60 exit fees indicates that it is fully aware of what these increases actually are.

dirtmother

Interesting. I had received a communication some months ago which said it was a requirement of the regulator that they stop and with a different date (?July)

Consumerist

If you are on a fixed contract and Ovo want to vary it then I think they have no choice but to let you change supplier without charge. There might be a time frame within which you should switch so watch out for that.