Switch gone Horribly Wrong...Help

savagedonkey

Hi

We switched to OVO Dual Fuel in Feb from Scottish Power. A couple of weeks later Scottish Power phoned and offered a deal to come back which we accepted.

For the last however many months we have tried and failed to sort this out.

We now Pay OVO for Electicity and Scottish Power for Gas. As Scottish Power have failed to transfer the Electricity and can offer not explanation.

We contacted the Onbudsman who kept mixing up the story.

All we get from Scottish Power are standard emails saying they are investigating.

My Mam Phoned me up crying today as she'd been on the phone all morning getting nowhere and going backwards.

Scottish Power say OVO rejected the request to transfer the electricity and that a different company has now requested the Gas and that she would have to phone the national grid to sort it out.

When she phoned the National Grid they told her that Scottish Power supply the Gas.

What can I do to get this sorted?

thanks

System

Under OFGEM rules, the 'gaining' supplier is responsible for managing all aspects of the switching process. I suggest that you send an e-mail with a Subject Heading of COMPLAINT to Scottish Power unless you have done this already. Have Ovo given you any reason why they have blocked the transfer? E-mail them at hello@ovoenergy.com and ask for a reason why the switch has been blocked?

OVO_Energy

Hi Savagedonkey,

We’re sorry to hear about your experience switching to us. It does sound rather messy, so we’d like to do what we can to help.

When a customer requests to move their fuels, the new supplier will send a switch request to the old supplier. As OVO would be the one sending the switch request, they wouldn't be able to reject it. If this has been rejected, your old supplier (Scottish Power) would need to tell you why.

If you’re able to send us your account details in an email to socialmedia@ovoenergy.com, we’ll be able to confirm who is supplying your property with gas and help you with any other queries you might have.

Hope this helps,
OVO

brewerdave

Does anyone else find OVO rep's response somewhat tardy?:rotfl:

Ilona

brewerdave wrote: »

Does anyone else find OVO rep's response somewhat tardy?:rotfl:

No, not at all.
Ilona

bexster1975

Just to say, I am finally leaving OVO in the next ten days after a disasterous 11 months! They are rude, incompetent and have no clue what they are talking about when they email. Most recently the wrote saying they would be charging me £60 exit fees which they are not entitled to do under the 49 day regulation. A total joke!

bexster

teddysmum

I decided not to join them when their website said my very average gas usage was excessive and offered a ridiculous quotation.


I rang them and the lady I spoke to said the computer agreed so that must be the case.


A second call to another person got a sensible response and quotation (which agreed with my own calculations), but by then I wasn't going to take the risk.