OVO and the Ombudsman (and myself of course)
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Hi I need help / suggestions please as I am going nowhere
Short story - I luckily opted for a 2 year Dual Fuel fixed deal with OVO in Sept 2021- so far so good. However they then they screwed up my Electricity switch taking nearly 3 months to get Dual Fuel up and running
Despite OVO assuring me many many times my Dual Fuel deal would be unaffected by them messing up, my first bills were horrendous and I knew something was wrong and I complained by Phone Email and Letter (Signed for). They said I had signed up for a more expensive Tariff , which I refuted because I was a "serial switcher" and after almost a year Sept 22 I got them to give me a Letter on non Agreement
It was then I spotted that my original Agreement with them was way lower than what they were charging me and what they had been charging me for 9 months or more (Yes I should have noticed but have mitigating circumstances lol). I signed for 19p a unit on Electricity and they were charging me 31p a unit. There were differences also in Daily Standing Charges and both the Gas ones were different but much much closer to what I signed for.
Right - so I went to the Ombudsman and they agreed that OVO had overcharged me and effectively they said they could not believe OVO had defended as it was such an open and shut case
They gave OVO till early October to return all my over payments and told them to pay me a goodwill payment of £75 to cover time postage phone calls etc . Almost immediately the £75 was added as credit to my Bill but nothing really happened other than the rates on all my past bills were altered to what we had originally and formally agreed. I hoped they would send me a cheque or , clearly add as they did with the goodwill amount a credit to my Bill.Transparent and simple
I asked the Ombudsman if they could ask OVO to tell me how much they had overcharged me (I think £400 at least) but they said you will have to pursue OVO. So they agreed I was way out of pocket , told OVO to repay me but said they had no power to make them tell me how much the figure was and how they had repaid me if indeed they had. So how can I get closure as even now I have no idea if they think the overcharge was £1 , £10 or £100 and all of those are miles out but if I just accept I have been paid back it might be nowhere near what I should be due to and I simply have no idea as they wont tell me
So then I started back with OVO and their liaison Officer with the Ombudsman was "sympathetic" and said they were understaffed and had problems with getting data from their "old" Billing system whatever that meant. I pointed out all of the points listed above but have got nowhere. The person sent me an email saying they were on Holiday till Dec 3rd 2022 but would report back. I stayed patient but then I came back from a 3 week holiday myself a week ago and fired off a Letter to OVO asking for action by the end of Feb 2023 or if not could they send me a failure to Agree Letter which I will then lodge with the Ombudsman immediately as I should be told surely how much they are giving me back or have given me back
Is there anything else I could do please , has this happened to anyone else and if yes how did it resolve itself. Also do people think it strange that the Ombudsman has the power to make OVO pay back what they owe customers but dont seem to have to power to make them just document it so both parties can agree ??
Sorry , that was supposed to be the "short" story
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I am now £250 in credit and my usage is just under £91 like I told them it would be.
I am due another £125 DD on the 1st of February but the good news is I am moving home on the 14th February and to another supplier
Can't wait for tomorrow to come so I can click their moving home button and ask for the DD to be cancelled and ask for a part refund