Ombudsman & OFGEM reject refund from EE/OVO

Rod_S

{ edit ...

following the replies from the various parties involved, it seems that OVO are responsible for my refund (as a former EE customer, awaiting a refund)

I had an email yesterday saying "they agreed with the ammount and payment will be made in 5 - 6 working days"
This whole thread and a lot of hassle was caused by dud information given by the Ombudsman
... edit}




Im new on this site and hope my writing makes sense.

Basically my situation is:


After leaving EE, [28/08/18] I was in credit by, £283.19
I made several attempts to get a refund from EE, but I just got the “run around” So I started a case with “Resolver” via MSE on this website [03/01/19]
Nothing was heard from EE or OVO.
The case was eventually escalated to the Ombudsman [28/02/19] The Ombudsman promptly sent a letter dated, 01/03/19 [received, 07/03/19]


I will only quote a few key sentences:
[1] “ … we have now had further direction from the regulator Ofgem as to how we handle Economy Energy complaint’s...”
[2] “ … OVO cannot be held responsible for any issue caused by your previous supplier we are no longer able to investigate any new or existing complaint complaints about Economy Energy…]
[3] “ … and can only apologise that we are unable to help any further...”
[4] “ … You may wish to contact the appointed administrators for Economy Energy, Grant Thornton to discuss any credit balance…“ [they then gave an email address for Grant Thornton that doesnt work]


The OFGEM website says the new provider should pay.
Im surprised that the Ombudsman acts on the directions of OFGEM (see [1] above) "the tail wags the dog?" [a toothless dog?]

The Ombudsmans letter doesnt have: reference number, postal or email address, only a phone number. Being in my mid 70's and using 2 deaf aids, I dislike the phone.

I dont want them to get away with it ... what next ? !



Rod S

molerat

My first thought would be to contact your MP as this brings up very serious questions about the level of consumer protection afforded by the SOLR process in this regulated industry which was supposed to give similar protection to bank deposits . I would also invoke the ombudsman complaints procedure.
https://www.ombudsman-services.org/customer-relations-form

Cardew

Rod_S wrote: »

:

The OFGEM website says the new provider should pay.

Welcome to the forum.


Can you post the link to that OFGEM sebsite please.

molerat

I would assume
https://www.ofgem.gov.uk/publications-and-updates/economy-energy-customers-your-questions-new-supplier-ovo-energy

Ovo Energy will honour credit balances for both current and past customers of Economy Energy who are owed money.

Stated twice in the FAQ which is why the ombudsman response is concerning.

bonus2010

Hi Rod,

If I’m understanding your position correctly, you left Economy Energy before they went into administration and at that point you were in credit with them for £283.19 and were awaiting return of your credit payment.

It appears to me that OVO does not have any responsibility for your account with EE as you were not a customer of EE at time they went into administration and such OVO will not have been sent you account details by the administrators of EE.

That’s why, you now need to contact the administrators of EE. Maybe get a friend to phone to find out their right email address that's dealing with EE accounts.

(edit: just noticed molerats post...see how you're confused now)

Cardew

molerat wrote: »

I would assume
https://www.ofgem.gov.uk/publications-and-updates/economy-energy-customers-your-questions-new-supplier-ovo-energy

Ovo Energy will honour credit balances for both current and past customers of Economy Energy who are owed money.

Stated twice in the FAQ which is why the ombudsman response is concerning.

Agreed it is concerning.



The 'past' customers aspect is surprising. If a firm goes bust there will be a lot of unsecured creditors - which would normally include past customers. I wonder if EE has even kept details of cutomers who have left? Let alone passed details to OVO.

gt94sss2

If customers have left a firm before it collapses and leave a credit balance there, its the responsibility of the SOLR to repay it - though such cases are usually left to last by the SOLR.

Only guessing but the complicating factor here, might be the complaint - and Ovo may have been told they are not responsible for resolving outstanding EE complaints.

Rod_S

Being new I cant put links in my posts, I tried to post the exact page on the OFGEM website.

So Ive started a new thread with a similar title, above.

Be grateful if someone could post a "decoded version of the link" into this thread.
Because several posters have asked for it, but I cant write "links" here.

Earlier I drafted a reply to the various posters, but after the above delay and additional posts, I'll reply tommorow. thank to all ... Rod S

bonus2010

here's your link

https://www.ofgem.gov.uk/publications-and-updates/economy-energy-customers-your-questions-new-supplier-ovo-energy

Cardew

bonus2010 wrote: »

here's your link

https://www.ofgem.gov.uk/publications-and-updates/economy-energy-customers-your-questions-new-supplier-ovo-energy

Well that couldn't be much clearer:

I’ve left Economy Energy, but have a credit balance. Will Ovo Energy pay me this money?


Ovo Energy will honour credit balances for both current and past customers of Economy Energy who are owed money.
Ovo Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process may take a few weeks as Ovo Energy needs to get and review your records from Economy Energy. When calculating your credit balance, Ovo Energy will deduct any unbilled charges for your supply by Economy Energy. These are calculated by Economy Energy’s administrators.

That statement was a couple of months ago, however in the OP's openng post this quote from the Ombudsman(last week) seems to mean

that Ofgem have reconsidered their original advice:

[1] “ … we have now had further direction from the regulator Ofgem as to how we handle Economy Energy complaint’s...”

[4] “ … You may wish to contact the appointed administrators for Economy Energy, Grant Thornton to discuss any credit balance…“

jk0

What's the betting if o/p owed EE money he'd still be being chased for it?



Did anyone get this clip come to mind? https://www.youtube.com/watch?v=4TlPo0yCSa4