Ovo Energy cancelled switch

chuddart

Ovo cancelled my mum's supplier switch. She has smart which mysteriously stopped supplying electricity reading then started working again. However there was no apparent correlation to bring normalise the estimated bills to add the over charging during non functioning smart meter window.
So on my advice she switched to another supplier and I advised her that she would pay the final account balance once they supplied the final statement. Instead they cancelled her switch and her online account and just sent snotty email demanded payment of figure. They have provided with final statement with readings showing her final balance. Finally she is only with ovo because they took over Economy Energy when it went bust. However her credit balance with Economy Energy was never credited to her despite Oggems media assurances that credit balc3s would be preserved. The figure they asking for is 50% more than my calculation based direct meter readings. Whilst ther may transfer out tho she simpler energy tariff for more 12 months so no fees should apply.
What the best way forward. None of the ombudsmen services will take up a complaint until they issue a deadlock which will at least to get. In the she's being charged for energy from them when she wants to move to significantly cheaper tariff.

Robin9

Welcome to the Forum.

Your thread is not easy to follow.

When you say Smart are you talking about the meter in the garage or a meter box or the toy in the kitchen called a In House Display. if the latter forget that aspect.  It's a toy - the important bit is the meter itself.

Put aside as well any credit due from Economy Energy - that will sort itself out.

Concentrate on the time she has been with Ovo - have you a reading from when she started with OVO and from today - what DD has she been paying and what does the last online bill she have from OVO say - is she in credit or debt.?  Are her bills full of letter E's against the readings.

Has she been reading her meter - unless it was installed by Ovo at her request it is not likely to be Smart any more and relies on her taking readings.?

Robin9

Re the EE credit balance

Send a letter in your mum's name  - don't phone, don't email - headed COMPLAINT to OVO, quote the EE account number and the OVO account number and ask when the credit will be made. Just facts, not emotions.

Gerry1

chuddart said:

None of the ombudsmen services will take up a complaint until they issue a deadlock which will at least to get.

There's only one that's relevant in this case. You don't have to have a deadlock letter, you can go to the Ombudsman eight weeks after raising a complaint if Ovo haven't sent you a deadlock letter.

Take a reading today from the meter on the wall and send it to Ovo so that your billing will be accurate.

It has to be said that your formal complaint letter will need to be much easier to understand than your post on this forum.  Keep it simple, bullet points in chronological order are usually best.

You could always post a draft complaint on this forum (obviously with the personal info redacted) so that forumites can suggest any clarifications may be required.