Where to raise complaint re Ovo debt pursuit practice

RosaBernicia

I am horrified at the experience I've just had with Ovo and would like to know if there's anywhere I can raise concerns beyond their complaints team - would this be appropriate for the ombudsman?

A couple of months ago I received an email asking me to confirm that I was changing the email attached to my Ovo account.  Since I didn't request this and haven't had an account with them in over 7 years, several addresses ago, I assumed it was spam and ignored it.  Then a few days ago I got another email telling me I owed them £160-odd for a final bill and vaguely threatening a CCJ.  Again, clearly not mine.  I have my mail forwarded for a year after I move to avoid exactly this kind of problem and there is no record of the account number in my emails, nor any Ovo account on my credit records since a genuine one which ended with a switch happened over 8 years ago.  

I phoned them today and was told that their tracing agents decided to open an account in my name relating to a previous address, and assign the bill to me despite not having my permission, or even my having knowlege of the account.  They then attached my email to it.  Having explained that the debt is quite clearly not mine and that I have piles of evidence to prove this they have insisted that I send evidence in order to close the case.  I don't think Ovo have any right to insist that I prove my innocence of a completely unfounded accusation, or to insist on access to personal finance data that is not directly relevant to their account.  I have provided a final bill from another supplier when I moved out just to avoid the hassle of the issue dragging on, but I only happen to have that because I keep and file everything - mostly because I'm paranoid about something like this happening!  I am really concerned that they would have continued to try and pursue me if I hadn't been able to immediately shut the issue down.  I'm also concerned that there was basically a fake account in my name hanging around that I knew nothing of and that didn't even show on my credit records.  

The customer service rep (who was lovely and I suspect already familiar with this kind of case) assured me that my concerns would be forwarded to the complaints team.  I'm glad of that, but I'm also aware that I'm not the only person who has been affected by this practice and have little confidence that they will change when it is probably netting them money from people who either don't have 'proof' or would rather just pay than risk any more drama.  

Anyway rant over, apologies, thoughts on where might be appropriate to escalate the complaint welcome!  

Brie

If you pop on over to the debt free wannabe board you'll see there's a "prove it" letter format available.  Send them that by snail mail.  Include on it that they must delete all other forms of contact for you - so no emails, texts, phone calls will be allowed.   If they continue to harass you then that will be another grounds for complaint.

RosaBernicia

aha, thanks.  They have backed off and sent me an apologetic email with assurances that the matter is now closed, but I'm still fuming at the idea they can create an entirely fake account and consider that normal practice.  

213038

My problem with Ovo.  My last bill was dated 6th Feb 1925, Ovo wrote to me on the 10th Feb saying I was in default and threatened to report me to the credit reference agency.  I am not in default and I have no problem with receiving a reminder letter.  I do have a problem with their threats though.  I am in the process of applying for a mortgage and now worry about this.  Can they legitimately threaten me and what is the definition of default.

Ohnonotovo

My problem with Ovo is they have sent my details to a debt collector.

I have never been a customer of Ovo.

Last November I believe they signed me up for an account - I received a letter that was not my address welcoming me to Ovo. My address is slightly unusual in that I have a house number and name, and that under my postcode there is another house with the same number but a different name. My wife took the letter to the correct address in the off chance somebody with the same name as me had moved in. They didn't have the same name but were renting and had joined Ovo. The letter was left with them so that their landlord could sort it out. I think that if you rent the energy provider would probably need the property owners name (in case of tenants defaulting and moving on). I think their computer system has matched my house number and postcode to a database of home owners and not the correct number and name combination. 

Can you image the fun I have had trying to sort this out ?

The next letter I received (not under my correct address) was saying that a debt collector was being involved and that the debt had risen from £3.87 to £23.87.

I had to go through the whole bad AI chatbot before connecting to a human. As proof of who I was for the account number they wanted to check my mobile phone number and Email for the account. I told them good luck with that because there is no way their details will contain my mobile number and Email address. They suggested I upload a bill with my address on. I think by now they were beginning to realised that would not match either.

They finally decided that the debt would be cleared.

The next letter to arrive (still not my address) and no date on the letter was informing me of the debt collection agency that was stepping in ( pastduecredit.co.uk ) and that the bill has risen by another £20, so was now £43.87 and that I should now redirect all my correspondence to them.

Since then I have received a final Ovo bill. This bill contains the monthly itemised charges.

Nov-Dec there is a "smart" meter reading for energy use of £8.69 and a standing charge of £14.04 + £1.14 in VAT.
Dec -Jan no "smart" meter reading has been submitted and no standing charges a bill of £0 (with the exception of the starting balance being £23.87).
Jan - Feb no "smart" meter reading has been submitted and no standing charges a bill of £0 (with the exception of the starting balance being £23.87).
Feb - March no "smart" meter reading has been submitted and no standing charges a bill of £0 and a GSOP payment of - £23.87.

I had no idea what a GSOP payment is, but after some searching it is what an energy company pays out for poor service. So they are not paying me as a customer they are crediting an account that I don't have.

Also as legal requirement for GSOP since April 2025 the minimum GSOP payment is £40 (prior to that it was £30). I think that the money supermarket details are old and for £30.

As the Ovo computer system can make GSOP payments below the legal limit - it may affect a lot more customers than me (I've Emailed the MSE news Email account about this as maybe it can be used in a future broadcast to get people to check any GSOP payment they have had is high enough )

I have contacted the Energy ombudsman explaining the situation but they say that Ovo has not received a complaint and they are not willing to look at this unless I get a deadlock letter from Ovo - a company that has stated to not contact them.

cannugec5

213038 said:

My problem with Ovo.  My last bill was dated 6th Feb 1925, Ovo wrote to me on the 10th Feb saying I was in default and threatened to report me to the credit reference agency.  I am not in default and I have no problem with receiving a reminder letter.  I do have a problem with their threats though.  I am in the process of applying for a mortgage and now worry about this.  Can they legitimately threaten me and what is the definition of default.

So, Errm, just over 100 years ago then;)?

FreeBear

Ohnonotovo said: Since then I have received a final Ovo bill. This bill contains the monthly itemised charges.

Nov-Dec there is a "smart" meter reading for energy use of £8.69 and a standing charge of £14.04 + £1.14 in VAT.
Dec -Jan no "smart" meter reading has been submitted and no standing charges a bill of £0 (with the exception of the starting balance being £23.87).
Jan - Feb no "smart" meter reading has been submitted and no standing charges a bill of £0 (with the exception of the starting balance being £23.87).
Feb - March no "smart" meter reading has been submitted and no standing charges a bill of £0 and a GSOP payment of - £23.87.

I had no idea what a GSOP payment is, but after some searching it is what an energy company pays out for poor service. So they are not paying me as a customer they are crediting an account that I don't have.

Also as legal requirement for GSOP since April 2025 the minimum GSOP payment is £40 (prior to that it was £30). I think that the money supermarket details are old and for £30.

As the Ovo computer system can make GSOP payments below the legal limit - it may affect a lot more customers than me (I've Emailed the MSE news Email account about this as maybe it can be used in a future broadcast to get people to check any GSOP payment they have had is high enough )

I have contacted the Energy ombudsman explaining the situation but they say that Ovo has not received a complaint and they are not willing to look at this unless I get a deadlock letter from Ovo - a company that has stated to not contact them.

Do not confuse statutory compensation payments (e.g. late final bill, or failing to turn up for a meter install) with GSOP bill adjustments. The former is £40 for each failure, whilst the latter could be a seemingly random number.

The first step is to check that the meter number (MPAN) matches the meter installed in your house. If they don't, that is fairly convincing evidence that Ovo have incorrectly identified you as a customer.

Ignore their instruction that you need to communicate with the debt collection company. Write to Ovo pointing out that the MPAN number doesn't match your meter, and they are clearly sending the bills to the wrong house & person. Head the letter "Formal Complaint", and after 8 weeks, you can go back to the ombudsman.

Ildhund

FreeBear said:

The first step is to check that the meter number (MPAN) matches the meter installed in your house. 

 ... Write to Ovo pointing out that the MPAN number doesn't match your meter, and they are clearly sending the bills to the wrong house & person. 

I think you meant to refer to the Meter Serial Number (MSN), which should be shown somewhere on the bill and also on the meter itself. A smart meter's MSN starts with two digits giving the year of certification, usually followed by a manufacturer-specific letter and then a serial number unique to the meter. This will be associated with a particular supply, which has its own ID - the MPAN - and is tied to the property being supplied. The MPAN doesn't usually appear anywhere at the property.

These two bits of information - the MSN and the MPAN - are supposed to be recorded in a national database along with details of the supplier and the property being supplied. Sadly, not every one of the millions of records is completely accurate, which is why misunderstandings like the one described here occurs. As you point out, if the MSN on the bill isn't the same as the one on the meter at the property concerned, the bill is for a different property.     

FreeBear

Ildhund said:

FreeBear said:

The first step is to check that the meter number (MPAN) matches the meter installed in your house. 

 ... Write to Ovo pointing out that the MPAN number doesn't match your meter, and they are clearly sending the bills to the wrong house & person. 

I think you meant to refer to the Meter Serial Number (MSN), which should be shown somewhere on the bill and also on the meter itself. A smart meter's MSN starts with two digits giving the year of certification, usually followed by a manufacturer-specific letter and then a serial number unique to the meter. This will be associated with a particular supply, which has its own ID - the MPAN - and is tied to the property being supplied. The MPAN doesn't usually appear anywhere at the property.

These two bits of information - the MSN and the MPAN - are supposed to be recorded in a national database along with details of the supplier and the property being supplied. Sadly, not every one of the millions of records is completely accurate, which is why misunderstandings like the one described here occurs. As you point out, if the MSN on the bill isn't the same as the one on the meter at the property concerned, the bill is for a different property.     

Yes, you are correct. It is the meter serial number that should be checked.

But if Ovo are also using a different MPAN (check with bills from your real supplier), that would be the final conformation that they are billing the wrong property. From there, the OP just needs to demonstrate that they are not responsible for the bill and have no links with the other property.

Ohnonotovo

FreeBear said:

Ildhund said:

FreeBear said:

The first step is to check that the meter number (MPAN) matches the meter installed in your house. 

 ... Write to Ovo pointing out that the MPAN number doesn't match your meter, and they are clearly sending the bills to the wrong house & person. 

I think you meant to refer to the Meter Serial Number (MSN), which should be shown somewhere on the bill and also on the meter itself. A smart meter's MSN starts with two digits giving the year of certification, usually followed by a manufacturer-specific letter and then a serial number unique to the meter. This will be associated with a particular supply, which has its own ID - the MPAN - and is tied to the property being supplied. The MPAN doesn't usually appear anywhere at the property.

These two bits of information - the MSN and the MPAN - are supposed to be recorded in a national database along with details of the supplier and the property being supplied. Sadly, not every one of the millions of records is completely accurate, which is why misunderstandings like the one described here occurs. As you point out, if the MSN on the bill isn't the same as the one on the meter at the property concerned, the bill is for a different property.     

Yes, you are correct. It is the meter serial number that should be checked.

But if Ovo are also using a different MPAN (check with bills from your real supplier), that would be the final conformation that they are billing the wrong property. From there, the OP just needs to demonstrate that they are not responsible for the bill and have no links with the other property.

Thanks both for your quick response. I have details from Ovo of both the meter serial number and MPAN. I will compare than with my real supplier. You say I should write to Ovo pointing this out - should I Email or actually send a letter via recorded/registered mail.

FreeBear

Ohnonotovo said:

FreeBear said:

Ildhund said:

FreeBear said:

The first step is to check that the meter number (MPAN) matches the meter installed in your house. 

 ... Write to Ovo pointing out that the MPAN number doesn't match your meter, and they are clearly sending the bills to the wrong house & person. 

I think you meant to refer to the Meter Serial Number (MSN), which should be shown somewhere on the bill and also on the meter itself. A smart meter's MSN starts with two digits giving the year of certification, usually followed by a manufacturer-specific letter and then a serial number unique to the meter. This will be associated with a particular supply, which has its own ID - the MPAN - and is tied to the property being supplied. The MPAN doesn't usually appear anywhere at the property.

These two bits of information - the MSN and the MPAN - are supposed to be recorded in a national database along with details of the supplier and the property being supplied. Sadly, not every one of the millions of records is completely accurate, which is why misunderstandings like the one described here occurs. As you point out, if the MSN on the bill isn't the same as the one on the meter at the property concerned, the bill is for a different property.     

Yes, you are correct. It is the meter serial number that should be checked.

But if Ovo are also using a different MPAN (check with bills from your real supplier), that would be the final conformation that they are billing the wrong property. From there, the OP just needs to demonstrate that they are not responsible for the bill and have no links with the other property.

Thanks both for your quick response. I have details from Ovo of both the meter serial number and MPAN. I will compare than with my real supplier. You say I should write to Ovo pointing this out - should I Email or actually send a letter via recorded/registered mail.

Either will do. Email should get a faster response. Recorded post will take longer and cost both you and Ovo more.