Leaving OVO Energy and this is why.......

mirand

Have been with OVO Energy since 2010 with almost an ideal account, direct debit payments and always in credit. 

In 2022 moved house and wanted to say with OVO who demanded £355 deposit before they can supply me with gas and electricity.

   

When I queried to why, having been with them for 12 years, was told its an internal credit process. Made no sense because credit history at the time, and still is, is excellent according to Clear Score and Experian credit agencies.

 

Entering into two years contract I paid the amount OVO requested and was informed, in an email from OVO when I queried when will I get it back, the money will be kept in a separate account and refunded back when the contract ends !!!

 

When the above contract ended, I chose another OVO contract with a goodwill assumption my deposit will be returned having completed the initial two years contract.

 

Requesting the £355 deposit I was informed it will only be refunded when I leave OVO and that I will have to pay a £95 penalty attached to the renewed contract.

 

What I found frustrating is not worrying about the money but to why, having been with the company for the duration of the initial contract period, Ovo is keeping my hard-earned money for no reason and probably earning interest on it.

 

I made two formal complaints about this and a third one asking OVO to waive the penalty with no luck.

 

OVO response to the formal complaints did not address the points raised about the reasons to why they are keeping this money not to mention their initial reluctance to reply. I had to chase them several times to get a response.

 

Having considered my options, I am in no doubt being with Ovo is very poor value for money and several other areas, the main being customer care and retention. Checked Ofgem's website suggested the Energy Ombudsman dispute resolution, a laborious process I can do without so decided to leave OVO and currently researching reviews of other companies. 

I thought I’d share my experience perhaps there are others who are experiencing the same predicament.

Reed_Richards

According to Ovo you were asked to pay a security deposit because you failed their credit check.  See https://www.ovoenergy.com/help/article/credit-checks .  Maybe they confused you with somebody else?  Maybe the previous owner of your new house had a very poor credit rating?  

MP1995

When you say you complained did you every escalate those complaints to the ombudsman service?

mirand

Reed_Richards said:

According to Ovo you were asked to pay a security deposit because you failed their credit check.  See https://www.ovoenergy.com/help/article/credit-checks .  Maybe they confused you with somebody else?  Maybe the previous owner of your new house had a very poor credit rating?  

My credit record at the time of requesting their services at the new house, and still is, according to Credit Score and Experian websites is listed as EXCELLENT. I have been with them since 2010 maintaining a direct debit account with credit balance from day one, this seems to have counted for nothing. 

mirand

MP1995 said:

When you say you complained did you every escalate those complaints to the ombudsman service?

The Ombudsman process advertised in Ofgem's website site provide dispute assistance with a number of operators, this doesn't seem to include OVO.  Here is link:  

 network operators the Ombudsman can review disputes with 

Hoenir

mirand said:

Reed_Richards said:

According to Ovo you were asked to pay a security deposit because you failed their credit check.  See https://www.ovoenergy.com/help/article/credit-checks .  Maybe they confused you with somebody else?  Maybe the previous owner of your new house had a very poor credit rating?  

My credit record at the time of requesting their services at the new house, and still is, according to Credit Score and Experian websites is listed as EXCELLENT.

Those scores meaning nothing. Any business that provides you with credit will use their parameters. 

MP1995

mirand said:

MP1995 said:

When you say you complained did you every escalate those complaints to the ombudsman service?

The Ombudsman process advertised in Ofgem's website site provide dispute assistance with a number of operators, this doesn't seem to include OVO.  Here is link:  

 network operators the Ombudsman can review disputes with 

Seems clear here how to escalate and take to the ombudsman if you are not happy.

I suggest following the process to completion having had good results with the ombudsman in the past keeping everything dated and factual and emotion out of it.

https://www.ovoenergy.com/feedback

mirand

MP1995 said:

mirand said:

MP1995 said:

When you say you complained did you every escalate those complaints to the ombudsman service?

The Ombudsman process advertised in Ofgem's website site provide dispute assistance with a number of operators, this doesn't seem to include OVO.  Here is link:  

 network operators the Ombudsman can review disputes with 

Seems clear here how to escalate and take to the ombudsman if you are not happy.

I suggest following the process to completion having had good results with the ombudsman in the past keeping everything dated and factual and emotion out of it.

https://www.ovoenergy.com/feedback

LOL, no emotion involved I assure you. With deals out there offering better value for money and customer retention I don't see the need to stay with OVO or escalate my complaints. Their loss. 

MP1995

I was under the impression you might like the £95 back plus some compensation for the hassle?

No worries

I also didn't want others read this thinking OVO were exempt from the ombudsman service because they are not.

BarelySentientAI

mirand said:

MP1995 said:

When you say you complained did you every escalate those complaints to the ombudsman service?

The Ombudsman process advertised in Ofgem's website site provide dispute assistance with a number of operators, this doesn't seem to include OVO.  Here is link:  

 network operators the Ombudsman can review disputes with 

That would be because that is the page of "Network Operators the Ombudsman can review disputes with".

OVO isn't a network operator.  They are a supplier.  All licenced domestic suppliers can be dealt with by the Ombudsman.