SSE/OVO
Lately it’s been revealed almost 7 billion pounds of our money is being held in reserve by the energy companies. But getting your hands on that cash can be a big puzzle. And you can easily lose your way when navigating their refund procedures.
Step forward OVO. When it bought SSE Energy Services back in 2019 it started the process of transferring customers to OVO. Except 4 years on, we’re hearing that there’s a wealth of problems with these people’s accounts. SSE customer Nigel moved out of his home in January of this year and called the company to cancel his contract.
He told Watchdog:
“I've always paid my bills on time, a week after I left the property I became aware that I was owed some money, I'd overpaid over the winter months. The bills showed that I was owed about 230 pounds.”
So, 4 weeks later he was annoyed when instead of a refund - OVO who’d had bought SSE - took 74 quid out of his bank account. He contacted OVO to get some answers.
“I've had to spend hours on the phone to them, emailing, WhatsApp messages. There was one afternoon I was on the phone to them for 170 minutes and got nowhere. I received an email saying that the person in charge of my case will be in touch within 10 days. We are now about six weeks later, and I haven't heard from them yet. It’s been months and months and months and I still haven't received any assurances that I will receive the money.” He added.
A Facebook page named “SSE/OVO Complaints” currently has over 7 thousand 300 hundred members – and we’ve heard from dozens more disgruntled customers.
Now some have contacted Watchdog because months after leaving SSE they’re still waiting for their credit balance to be refunded. While others have seen unexplained bill increases or even bills on pre-paid accounts. Make sense of that if you can.
Like Dave who sold his flat with 37pounds in credit on his pre-paid meter. He told us:
“I said I don't want the money back. Could you please leave it for the next person because it just seemed a nice thing to do to get them started, so, as far as I was concerned, that was the end of it. And then mysteriously, I received a bill for 537 pounds and 65p. I thought, well, that just can't be right. It's a pay as you go, meter.”
Dave contacted OVO who told him it was a billing error. But the bills kept coming until he was given 5 days to pay or a debt recovery agency would be involved.
“I felt really harassed at this point that you know this just isn't right. But you know this can't be right. I feel I've got to stand my ground until I'm happy that it's a genuinely accurate bill.”
“I cannot tell you the volume of people who have contacted me to complain about this issue. And these particular firms, are top of the list. During the winter, when you're using more your account goes into debt. But in the summer, when you're using less energy, then you build up a credit balance, and those two things are supposed to offset one another. But because energy companies are notoriously terrible, about working out what our bills should be you can end up with massive shortfalls or end up hundreds of pounds in credit. Now it's time for the energy companies to step up.” Consumer Expert Martyn James said.
Right Of Reply
An OVO spokesperson told us:
“Our teams have looked into the three cases shared with us by Watchdog with urgency. We’re very sorry for shortfalls in service as their experience does not reflect our focus to provide a high standard of customer service for all our customers. Our teams are here to help customers and provide them with the support and advice they need.”
Since Watchdog contacted OVO:
- Dave has received written confirmation from OVO that his account has a balance of 0
- Nigel has received confirmation from OVO that his credit will be refunded in 3 separate cheques, at the time of broadcast he has received 2 out of 3 of these cheques
- Kathy has received an updated bill from OVO confirming her account is in credit. At the time of broadcast she has not received a cheque refunding this credit.
