Ovo energy

Maria1970

Hi
My mums account was taken over by ovo from economy energy. As my mum is extremely hard of hearing and nearly 86 I always deal with any aspects that need to be discussed via the phone. Previously she only had to confirm either verbally or in writing that I had authority to discuss her account and never had an issue with any utilities or doctors or hospital or anything in fact.

Now ovo will only let me discuss her account if I agree to be "responsible " for her account and in their words anything to do with credit or debit will affect my credit rating!! I have never heard such rubbish and feel she is being penilised for having a disability. I am at a loss on how to deal with this and was hoping simeony could offer me advice. We can't leave at this moment because the account is in dispute due to the rmeter reading between economy energy and us and we have been told it could take three months to resolve.

They are not letting me set up s direct debit or every pay some of the debt by credit card as in their words I have no authorisation to deal with her account even though she has emailed them

Any help much appreciated

Thanks

Dobbibill

Has your mum registered to manage the account online?
You may be able to make a payment via the 'my Ovo' portal.


What seems to be the problem with the meter reading? we may be able to offer some suggestions regarding that too.

Benight

Maria1970 wrote: »

Hi
My mums account was taken over by ovo from economy energy. As my mum is extremely hard of hearing and nearly 86 I always deal with any aspects that need to be discussed via the phone. Previously she only had to confirm either verbally or in writing that I had authority to discuss her account and never had an issue with any utilities or doctors or hospital or anything in fact.

Now ovo will only let me discuss her account if I agree to be "responsible " for her account and in their words anything to do with credit or debit will affect my credit rating!! I have never heard such rubbish and feel she is being penilised for having a disability. I am at a loss on how to deal with this and was hoping simeony could offer me advice. We can't leave at this moment because the account is in dispute due to the rmeter reading between economy energy and us and we have been told it could take three months to resolve.

They are not letting me set up s direct debit or every pay some of the debt by credit card as in their words I have no authorisation to deal with her account even though she has emailed them

Any help much appreciated

Thanks

Have you signed her up for their Priority Services Register?

If you’re hard of hearing

We can put all our communications with you in writing, if that’s
easier. Or you can nominate a trusted friend or family member
to speak on your behalf.

https://www.ovoenergy.com/binaries/content/assets/documents/pdfs/psrovoaccessiblev3.pdf

Also, similar to what Dobbibill indicates above,

How do I change Direct Debit details?

You can change your bank account details in My OVO on the ‘My Profile’ page. You’ll need to do it at least 8 days before your next payment...

https://www.ovoenergy.com/help/how-to-pay#how-do-i-change-direct-debit-details