OVO refusing to cancel new contract due to technical problem

katejo

I had intended to switch from my current provider but changed my mind. I contacted Ovo within the cooling off period but they won't do it. They acknowledge that I am still in time to cancel but give the following reason.

1. They have adopted an express processing system which is new to them. I Had no idea of this.

2. They have a technical problem which means that they can't cancel in the usual way.

Has anyone else had this? Is the 'technical problem' just a weak excuse?

My cooling off period is until next Monday.

Robin9

Put your cancellation into writing

katejo

Robin9 wrote: »

Put your cancellation into writing

I have already done so but have still been told that it isn't possible. They concede that I am in the right but still insist that they can't override the technicality. Since they have no exit fee, I am going through with it but will then switch back. I wasted so much time talking to them today. They have introduced an express processing system and it starts before the Cooling period is over.

spiro

Under the recently introduced quicker switching (2+3) the cooling off period runs partly in parallel with the registration process and if you change your mind the new supplier has to send a new flow to cancel the switch. If they can't do this it is not your problem and insist they either cancel the switch or treat it as an erroneous transfer which will get you moved back as if you had never switched.

katejo

spiro wrote: »

Under the recently introduced quicker switching (2+3) the cooling off period runs!partly!in parallel with the registration process and if you change your mind the new supplier has to send a new flow to cancel the switch. If they can't do this it is not your problem and insist they either cancel the switch or treat it as an erroneous transfer which will get you moved back as if you had never switched.

A technical problem is stopping them cancelling the switch so the erroneous transfer is the only option. However that will take so long (up to 17 weeks) and leave me paying a standard tariff for longer than i want to. I am going to accept the switch for a limited time (no exit fees if I move as I understand it) but intend to ask them to credit some money to my account as compensation.

[Deleted User]

I have a similar problem. First of all they got the cancellation cut off date wrong, when the cut off date they gave me was the day before I received a letter giving me the cut off date. A few days later I received an apologetic e mail saying that They were wrong and giving me a new cut off date

Alarm bells were ringing re their cs and so I decided to cancel the switch to them. I sent an e mail and got one back saying that I had missed the (incorrect) cut off date, doh. I rang and was told that I could cancel. Today I received an e mail asking for electric readings so I had to ring ovo again.

Ovo seems to be shambolic. The important thing to look out for now is a direct debit being lodged with the bank

katejo

kittie wrote: »

I have a similar problem. First of all they got the cancellation cut off date wrong, when the cut off date they gave me was the day before I received a letter giving me the cut off date. A few days later I received an apologetic e mail saying that They were wrong and giving me a new cut off date

Alarm bells were ringing re their cs and so I decided to cancel the switch to them. I sent an e mail and got one back saying that I had missed the (incorrect) cut off date, doh. I rang and was told that I could cancel. Today I received an e mail asking for electric readings so I had to ring ovo again.

Ovo seems to be shambolic. The important thing to look out for now is a direct debit being lodged with the bank

I think I will get the request for readings tomorrow. so what did they say when you rang today? Have you been told that they have to do the erroneous transfer?

[Deleted User]

It was saturday, he left me on hold as there was a memo on my file that he didn`t understand. He said that I should tell the original suppliers that I object to the transfer, he said to use the word `object`. I have done that via e mail. Apparently the ovo transfer dept will be open on monday and I should get a phone call from them on monday.

I am watching my bank direct debits very carefully. If I see one from ovo then I will cancel it. They are usually set up before they attempt taking a payment and I don`t want to go down the route of trying to get my money back

spiro

katejo wrote: »

A technical problem is stopping them cancelling the switch so the erroneous transfer is the only option. However that will take so long (up to 17 weeks) and leave me paying a standard tariff for longer than i want to. I am going to accept the switch for a limited time (no exit fees if I move as I understand it) but intend to ask them to credit some money to my account as compensation.

Two points on this:
1) As Ovo know its an ET it should be sorted in a few (3-4) weeks not 17, and
2) Why do you think it will mean paying the standard tariff to either supplier?

katejo

spiro wrote: »

Two points on this:
1) As Ovo know its an ET it should be sorted in a few (3-4) weeks not 17, and
2) Why do you think it will mean paying the standard tariff to either supplier?

Spiro: You appear to work in this field so would know more about the processes than I do? On Friday I briefly discussed the above with my current provider who seemed to think that the ET would take a long time. I received the following explanation from Ovo re. ET

re. your question about ST. I am currently on a standard tariff with my provider but had decided to switch to their latest fix (instead of Ovo). I thought that if the ET dragged on for 17 weeks, my switch to the fix would be delayed and it may no longer be on offer.

The ET takes 17 weeks because it's not just a standard process of taking over a supply. If you would prefer switch to another supplier and not go back to your current supplier, you can simply sign up with them and the switch will take a maximum of 6 weeks. If your preference is to return to your current supplier on the plan that you are on, the Erroneous Transfer will have to be completed.

katejo

kittie wrote: »

It was saturday, he left me on hold as there was a memo on my file that he didn`t understand. He said that I should tell the original suppliers that I object to the transfer, he said to use the word `object`. I have done that via e mail. Apparently the ovo transfer dept will be open on monday and I should get a phone call from them on monday.

I am watching my bank direct debits very carefully. If I see one from ovo then I will cancel it. They are usually set up before they attempt taking a payment and I don`t want to go down the route of trying to get my money back

I was told to do this 'objection' as well. I contacted my current supplier. The staff member referred it to his supervisor and then came back to say that:
1. They couldn't do this
2. It wasn't necessary as the objection only applies if you cancel after the cooling off period.

I spent ages on the phone to Ovo and my current provider on Friday. I really can't do that again tomorrow ( when I am supposed to be working!)
Ovo has already set up a direct debit for me but hasn't entered an amount. I am wondering whether to just cancel it.

Just out of interest: what was the date on your welcome letter from ovo and which Cooling off deadlines did they give you? My letter is dated May 28th and the deadline is tomorrow. I received the info pack with contract only 4 working days before the deadline.