Ombudsman & OFGEM reject refund from EE/OVO

Rod_S

Who's the OP ? I presume its me!
Ive also been re-reading the various material involved and was surprised to find I'm thinking along the same lines as you.
Im thinking of:
Asking OFGEM if their position has changed?
Asking Grant Thornton if they are dealing or not? [having just found their address]
Both drafted tommow but not sent until Sunday night.
Depending on the replies ... maybe starting a Ombudsman Complaint [the form looks very easy to do]
thanks to all Rod S

ianto11

Hi,

I'm in the same situation as yourself ( many are ) awaiting a final bill and refund of credit from 4th Oct 18.
My previous experience....when I left Iresa a month before they went bust...the SOLR ( Octopus ) did indeed repay the credit balance I had from Iresa. But as mentioned above ex customers are well down the prioritisation list.....my settlement took nearly 6months

Cardew

Rod_S wrote: »

Who's the OP ? I presume its me!
Ive also been re-reading the various material involved and was surprised to find I'm thinking along the same lines as you.
Im thinking of:
Asking OFGEM if their position has changed?
Asking Grant Thornton if they are dealing or not? [having just found their address]
Both drafted tommow but not sent until Sunday night.
Depending on the replies ... maybe starting a Ombudsman Complaint [the form looks very easy to do]
thanks to all Rod S

OP = Original Poster i.e. the person who started the thread.


The problem I see with going to the Administrators(Grant Thornton) is that you will be an unsecured creditor and by the time Grant Thornton have deducted their fees for winding up the company you will be lucky if you get a couple of pence in the pound.

gt94sss2

Cardew wrote: »

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:

I think what may well have happened is that the Ombudsman has been told by Ofgem that Ovo is not responsible for complaints made to EE. As such the letter about contacting the administrators is likely just to be a template response/letter. Ovo won't have received any details of old complaints to EE.

I suggest the OP just contacts Ovo and asks for the money (though this may take some time - as Ovo will need to check/ask EE for your records). Do not raise it as a complaint and remember Ovo are not responsible for EE's failure to originally refund the balance.

phillw

gt94sss2 wrote: »

I suggest the OP just contacts Ovo and asks for the money (though this may take some time - as Ovo will need to check/ask EE for your records). Do not raise it as a complaint and remember Ovo are not responsible for EE's failure to originally refund the balance.

I agree, there are details on the ovo forum that detail this issue exactly

https://forum.ovoenergy.com/news-and-updates-47/economy-energy-credit-balances-5542

It seems they are dealing with the issue, which is going to be far from isolated.

"Just to update, we are finally getting all of Economy Energy's account information transferred over to OVO. This means we are in a position to start working through checking the backlog of requests for refunds from customers that left Economy, before OVO was appointed as the new supplier.

This means we are no longer able to take your details via the forum. If you are an ex EE customer that is waiting for a refund, please email hello@ovoenergy.com or call our helpful team on 0330 303 5063. They will be able to take your details and add your information and request to our systems so allow us to speed up the process.

Anyone that has already sent their details through to the forum, rest assured you were added to the list we were previously collating, and you don't need to do anything right now."

Rod_S

Update

As mentioned above, I have wrote and posted to: OVO, OFGEM and Grant Thornton (administrators) simply asking, who's dealing and what shall I do? [being, Sat 9th March] I dont expect any replies for a few days [this follows reading the many and helpful posts on here]

Re. the possibilty of a complaint "against the Ombudsmans ruling" and making a MP's complaint. I dont think Ive enough concrete evidence yet ... but they're not ruled out.


A few minetes ago I re-visited my old EE account, surprisingly it was still available.

More! the EE managment have put up a welcoming message for OVO and a link into the OVO website ... looking over that OVO page they answered my specific question:


(the button says) .... Ive already left Economy Energy how do I get a refund?


If you’ve already received a final bill from Economy Energy, please get in touch with us to register your refund claim. We’ll need to speak with Economy Energy first to get some more information, but we’re aiming to be able to accept refund requests soon. If you haven’t received your final bill yet, you’ll need to wait before you contact us.
{this is from a OVO webpage not the OVO forum .... added as edit}




Hopefully Im nearing the end the matter but intend to wait to see what replies come back from my 3 emails



end

keef-WhatStandards

Never found the Ombudsman much help. Latest excuse I am getting is that I submitted via their old system.

MP is waste of time, as like all polititians they just ignore the questions you ask and answer something completely different!

It really is about time they implemented a system to back up their "campain" that switching is easy and painless.

Rod_S

Please see my edit at the start of this thread

Leytonstoner

I fell in to no-man's land: I quit EE on 05/10/18 and switched to Outfox the Market (frying pan to fire???). Despite my best efforts I never got a closing statement out of EE and I reckon I'm owed about £130. EE then went bust.

Today, for the first time I called Ovo to register my refund request. I was pleasantly surprised to find that all my account details were already on the system. The agent told me that about 250,000 EE customers had been transferred to Ovo at OFGEM's insistence. I was also told a refund would be made in due course but that so far no EE customers have been refunded. Ah well.

Rod_S

Hi Leytonstoner
I was surprised to get a phone call from OVO on Monday this week they said they agreed with the refund amount and how did I want payment [bank transfer or cheque] I opted for transfer. The full amount was in my current account on, Wednesday 20th Mar.
I didnt actually make a claim but only an email enquiry
By the way the EE website and customer accounts, is still working
This whole thread was due to dud information from the Ombudsman
RodS .... (the OP)