Transfer to Ovo has been a nightmare

yvonne13_2

I'm at the end of my patience with Ovo to the point I've had to raise a complaint to the ombudsman.

The customer service has been appaling to the point they have blaimed me for my gas supply not transferring to them 2nd April!!!!!!

I was suppossed to be with them 4th March and due to them forgetting to request my gas the date was pushed back to 2nd April as per the contract they sent me...The complaints team said it was due to me not giving them a meter reading 5 days before or after taking over my services. I reminded them that the meter man read my meter 2nd April so they have actual reads from my previous supplier, also my reads which I had supplied to.

In such time they took £45 pounds from me upfront for the services even though I'm still with my old gas supplier and also paying them for the gas.

Ovo then contacted me via phone and email 29th April from the complaint resolution team saying I would transfer to them 22nd May which sees me out of pocket until all this is sorted out. Then I got an email today saying I actually transfered over to them 2nd April and said there was a mix up as I'm an IGT customer.

After all this messing about and paying two suppliers for my gas you can image what stress this has caused me. I did tell Ovo after all this I didn't want to be with them and they had a cheek to tell me that if I wanted to leave I have to pay £30 even though the third party they have to go through did have down as being supplied with Ovo for my gas!!!!

Yes I understand the £30 but a far as I'm concerned my case is different as I was at the time still classed as being in the cool off period. I just hope now I've involved the ombudsman this matter can be closed asap. :mad:

macman

If the switch went through on 2/4 then you are not in any cooling-off period, because that ends before you switch (normally 21 days after you apply). So whatever the regulator decides, you're going to have to pay the ETC, unless Ovo waive it.

yvonne13_2

That's what I'm saying hun the switch has not taken place even though they have sent me a contract.

macman

That contradicts what you said in your post:
Then I got an email today saying I actually transfered over to them 2nd April and said there was a mix up as I'm an IGT customer.
But regardless of that, the cooling off period is only 7 days (not 21 days as i said previously) and ends well before you actually switch: from the Ovo T&C's.
1.2 ‘cool off period’ means the seven working days from the date shown in your welcome letter. During this period you can cancel your request for us to take over the supply of gas or electricity (or both) to the property.
So any cancellation now without an ETC will need to be at Ovo's discretion.
If you still want to leave, I'd suggest asking for a compensatory credit of minimum £30-and then leaving and paying the ETC. Net effect is the same.

yvonne13_2

No hun the email did say I transfered over 2nd April but once again its not true. I have contacted the complaints department today at Ovo and once again their saying the email was sent from a customers services agent that doesn't understand IGT and didn't read the notes before sending me the email. Therefore my transfer date is incorrect and is 22nd May and they have also sent me a copy of this via email.

Like I said I'm paying two companies at the moment for my gas as Ovo is mesding me about and my old supplier hasn't even been contacted by anyone to say I'm leaving.

faineant

Rather than approaching this by trying to exercise your rights under the contract is there not merit in arguing that they are in fact in breach of contract therefore the contract should be rescinded?

wavelets

yvonne13 wrote: »

I'm at the end of my patience with Ovo to the point I've had to raise a complaint to the ombudsman.

The customer service has been appaling to the point they have blaimed me for my gas supply not transferring to them 2nd April!!!!!!

I was suppossed to be with them 4th March and due to them forgetting to request my gas the date was pushed back to 2nd April as per the contract they sent me...The complaints team said it was due to me not giving them a meter reading 5 days before or after taking over my services. I reminded them that the meter man read my meter 2nd April so they have actual reads from my previous supplier, also my reads which I had supplied to.

In such time they took £45 pounds from me upfront for the services even though I'm still with my old gas supplier and also paying them for the gas.

Ovo then contacted me via phone and email 29th April from the complaint resolution team saying I would transfer to them 22nd May which sees me out of pocket until all this is sorted out. Then I got an email today saying I actually transfered over to them 2nd April and said there was a mix up as I'm an IGT customer.

After all this messing about and paying two suppliers for my gas you can image what stress this has caused me. I did tell Ovo after all this I didn't want to be with them and they had a cheek to tell me that if I wanted to leave I have to pay £30 even though the third party they have to go through did have down as being supplied with Ovo for my gas!!!!

Yes I understand the £30 but a far as I'm concerned my case is different as I was at the time still classed as being in the cool off period. I just hope now I've involved the ombudsman this matter can be closed asap. :mad:

The ombudsman won't help you dear, not unless you have given the supplier 8 weeks to resolve any complaint or the supplier has provided you with a deadlock letter, whichever is sooner.