Ovo Energy - Energy Ombudsman Complaint

akashi

Hi,


We left Economy Energy (now Ovo Energy) back in October 2018.


The final bill was incorrect as the tariff ended a month earlier instead of the fixed 12 month due to an error.


I contacted customer service and they worked out the correct charge and emailed me to confirm I will receive a total refund of £256.63


I was waiting for this refund when the company went out of business and Ovo Energy took over.


I received a cheque for £219.90 from Ovo Energy, as this is the amount shown on the 'final bill' which is incorrect.



I tried to resolve this with Ovo Energy, I forwarded them emails from Economy Energy but they refused the pay the remaining money.


I complaint to the Energy Ombudsman and they did not help me and closed the case despite showing them the emails from Economy Energy to prove what I was owed and what I received.


The Energy Ombudsman wrote:


"Your case has been closed

As you are aware, the company queried the acceptance of your complaint. We have now considered the query and have found that we are not in a position to consider your complaint. Please see the reason for this below. As we are unable to investigate your complaint, you are now free to follow other routes.



Response

Incorrect PC



Description

We have looked at this complaint. The complaint is regarding the amount of credit refunded to Mr X as advised by the administrators. This issue is outside our terms of reference. Ombudsman Services will not progress this complaint. Mr X could contact Citizens Advice for further assistance with this issue."


Any idea how I can get my remaining £36.73 from them?


Thanks in advance.

PennineAcute

EE's accounting was (alledgely) creative. I would be more prone to believe OVO's then EE's.

Benight

akashi wrote: »

Hi,


We left Economy Energy (now Ovo Energy) back in October 2018.


The final bill was incorrect as the tariff ended a month earlier instead of the fixed 12 month due to an error.


I contacted customer service and they worked out the correct charge and emailed me to confirm I will receive a total refund of £256.63


I was waiting for this refund when the company went out of business and Ovo Energy took over.


I received a cheque for £219.90 from Ovo Energy, as this is the amount shown on the 'final bill' which is incorrect.



I tried to resolve this with Ovo Energy, I forwarded them emails from Economy Energy but they refused the pay the remaining money.


I complaint to the Energy Ombudsman and they did not help me and closed the case despite showing them the emails from Economy Energy to prove what I was owed and what I received.


The Energy Ombudsman wrote:


"Your case has been closed

As you are aware, the company queried the acceptance of your complaint. We have now considered the query and have found that we are not in a position to consider your complaint. Please see the reason for this below. As we are unable to investigate your complaint, you are now free to follow other routes.



Response

Incorrect PC



Description

We have looked at this complaint. The complaint is regarding the amount of credit refunded to Mr X as advised by the administrators. This issue is outside our terms of reference. Ombudsman Services will not progress this complaint. Mr X could contact Citizens Advice for further assistance with this issue."


Any idea how I can get my remaining £36.73 from them?


Thanks in advance.

The information you have been provided is correct

Ovo are not required to take on any unresolved complaints relating to Economy Energy.

You need to contact the Economy Energy administrators

Grant Thornton has been appointed as the administrator for Economy Energy. They can be contacted at: [EMAIL="Economy.Energy@uk.gt.com"]Economy.Energy@uk.gt.com[/EMAIL].

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


I suggest you provide the email you say you received from Economy Energy confirming the new amount of £256.63 owed as a final balance and a copy of the final bill you did receive that said the final bill meant you were only due £219.90


Of course, if the email was sent by Economy Energy regarding a final bill, that would have been sent before they ceased trading, and so you were never a customer of Ovo (unless you happened to have switched to them anyway)
However, as part of the SoLR agreement, Ovo were to repay you any amount shown as owed on the Economy Energy final bill.

akashi

Many thanks, Benight. I have emailed the EE administrators.