SSE/OVO Not paying £66 energy support to pre payment meter customers

ebe12

DE_612183 said:

where is the supply property located?

It is a small village between Cirencester and Swindon 

Jonboy_1984

Send a clear, factual complaint of the issue to the CEO stephen.fitzpatrick@ovoenergy.com .

Go through your phone history and list the call attempts and duration as a timeline.

I recently had success this way with another issue and fair compensation for the time wasted on the phone.

ebe12

Jonboy_1984 said:

Send a clear, factual complaint of the issue to the CEO stephen.fitzpatrick@ovoenergy.com .

Go through your phone history and list the call attempts and duration as a timeline.

I recently had success this way with another issue and fair compensation for the time wasted on the phone.

Thank you , I will give this a try 

ellis4567

Hi, I am with sse and prepayment, I received my voucher for October yesterday in the post. I was starting to to worry as they said the start of October....I think they have a huge backlog.

ellis4567

The voucher letter was dated 21 October.

ebe12

ellis4567 said:

Hi, I am with sse and prepayment, I received my voucher for October yesterday in the post. I was starting to to worry as they said the start of October....I think they have a huge backlog.

Thank you for that information, amazing if this is the case for my mum .

stewie_griffin

The postal strikes probably aren’t helping the matter. I seem to be getting post once a week at the moment.

ebe12

stewie_griffin said:

The postal strikes probably aren’t helping the matter. I seem to be getting post once a week at the moment.

Yes we've been allowing for that for the whole month now , however because no customer service representative can even tell us if they've been sent, I find it very hard to believe that postal strikes are the reason she hasn't received the vouchers , were now 29th October.
 On the SSE website they're advising they will send the vouchers by the 11th of every month. Every time we ring , the deadline they give for receiving them gets pushed back by a few more days . For example, my mum rang them on Wednesday 26th , they told her she had to wait untill Friday 28th to receive them , and if she hadn't to ring them back. I rang them on Thursday 27th they told me if she hadn't received them by 31st October to ring them back . I phoned them again yesterday 28th , and they told me if she hadn't received then by 1st November to call them back !  It is just a neverending cycle of nonsense and incompetence with no real helpful information what so ever. 

I have been in a Facebook messenger chat for this entire week , asking for help and various different customer representatives saying they can't talk to me because I am not named on the account . I am , I have had to repeat this every day all week maybe twice a day . Every day they say they came find me named on the account. 
Yesterday by some miracle some one actually looked for the information and what do you know I am named on the account. If I can figure out how to get a photo on here I will post a screen shot 

MattMattMattUK

Unfortunately it is a waiting game, they will get there in the end, but calling them incessantly will not help the situation. Send an email rather than calling them, if the deadline for the receipt of the voucher passes again respond on the same email thread.

The customer service departments of energy providers are absolutely swamped at the moment, many of the calls are entirely pointless, many more of them are mostly pointless and a few of them are calls than genuinely need to be made, but they are getting lost in all the others. Calling again and again is unlikely to help, nor is it likely to expedite things at the moment.

In terms of delivery they may have aimed to dispatch all by the 11th, but that doesn't mean they have to. There have been strikes every week this month and there are significant backlogs in the Royal Mail system. From a work perspective 2nd class packages have taken 4-8 working days this month (they should take two), I imagine there are similar delays in letters and in bulk dispatches such as the vouchers they could be even greater. There will also be a small amount that are lost in transit, that will get resolved further down the line.

I do not think you can upload a screenshot yet because you do not have enough of a posting history, if you can it shows as click icon to the right of the Bold and Italic symbols. 

ariarnia

i agree with matt. its probably a combination of things. this being the first month there issuing the voutchers. the huge number they need to issue and process all at the same time. and probably having to confirm who there going to with the government for the payment so having to keep track. and lots of people have probably been contacting them with questions or problems so the customer service script probably isnt covering everything. i would give them the benifit of the doubt for the first one and hope everything gets more organised before the hole thing ends in a few months. just ready for whatever new scheme the government cooks up for us