Boost (OVO) not honouring Economy credit

marmitemum

Economy Energy went into administration a couple of weeks ago, OVO were appointed by a Ofgem to take over supply to their customers. As far as I can gather from the Ofgem website, OVO are supposed to be honouring customers’ credit with Economy, but this appears not to be happening for prepayment customers. OVO (or rather their company Boost which deals with prepayment customers) DID NOT inform Economy customers that they were taking over - the first thing prepayment customers knew was this morning when they woke to find they had no gas or electric, despite having been in credit. Even their “emergency” money had been taken. Boost customer services are saying they won’t be refunded as it was money paid to Economy not to them. Plus they’ve put customers on much higher tariffs than they were on before - it will basically cost them £10 per day minimum regardless of how little they use.

I’m trying to help a family in need and they’ve spent all day on the phone trying to sort this out. They are on universal credit and have no money coming in till 4th February. Because they did nit know about Economy being in administration they put £70 on gas and electric four days ago. It’s all disappeared including emergency. They have no money to top up with. They have no gas or electric and all Boost would offer was to lend them credit which will put them in debt as costs of £10 a day are excessive. I’m trying to get them help from local churches - there is no one else who can help. They’ve contacted Ofgem with a complaint but you and I both know how long it will take to hear back, it’s all totally disgraceful that the lowest income, most vulnerable, have been affected like this and OVO don’t care.

merchcon55

How about contacting various media (newspapers, TV, etc.) as well as your local MP and council member.

This will not only be happening to the individual you mention but perhaps to thousands of others.

ALso use social media - news can spread very fast these days.

Best of luck - what a horrible situation !

wavelets

marmitemum wrote: »

Economy Energy went into administration a couple of weeks ago, OVO were appointed by a Ofgem to take over supply to their customers. As far as I can gather from the Ofgem website, OVO are supposed to be honouring customers’ credit with Economy, but this appears not to be happening for prepayment customers. OVO (or rather their company Boost which deals with prepayment customers) DID NOT inform Economy customers that they were taking over - the first thing prepayment customers knew was this morning when they woke to find they had no gas or electric, despite having been in credit. Even their “emergency” money had been taken. Boost customer services are saying they won’t be refunded as it was money paid to Economy not to them. Plus they’ve put customers on much higher tariffs than they were on before - it will basically cost them £10 per day minimum regardless of how little they use.

I’m trying to help a family in need and they’ve spent all day on the phone trying to sort this out. They are on universal credit and have no money coming in till 4th February. Because they did nit know about Economy being in administration they put £70 on gas and electric four days ago. It’s all disappeared including emergency. They have no money to top up with. They have no gas or electric and all Boost would offer was to lend them credit which will put them in debt as costs of £10 a day are excessive. I’m trying to get them help from local churches - there is no one else who can help. They’ve contacted Ofgem with a complaint but you and I both know how long it will take to hear back, it’s all totally disgraceful that the lowest income, most vulnerable, have been affected like this and OVO don’t care.

How do you come to this conclusion? :huh:

When I check their rates, the standing charge is just over 30p per day for electric and just under 30p per day for gas.
These may change slightly by region, but that is a good guide I would say.