I switched in August from OVO, OVO are still taking money from my direct debit.
I spoke to OVO and they said the switch has only partially gone through, the gas is still with OVO.
Pure planet have both my reading and say I am on the both gas and electric.
There is no one to speak to - the autobot is not very helpful. I am beginning to think I made the wrong decision to switch. I was £97 in credit with OVO and they have just taken £168 out of my account and they are not moving.
What do I do? I have tried sending messages, do I have to wait for a response?
Best answer by woz
it can take up to 6 weeks for the final bill (from ovo) to be processed at which point you will get a refund from ovo. The computer says that your gas hasn’t switched yet because the readings have to be validated by a 3rd party and it prob. hasn’t happened yet, but it will.(hopefully! it usually does)
The taking of two lots of dd’s when switching is extremely common, it happens more times than it doesn’t unless you’re lucky with the timing. It’s just a matter of being patient and knowing what to expect.
You need to do 2 things (is my opinion)
- go to help and support in app or online>ask a question, type message the team and ask pp to confirm that both of your energies are with PP.
Persist through any bot replies until it says your message has been passed onto the team. (replies not instant, a day or 2)
- Contact OVO and ask them to suspend or reduce the dd to a nominal amount until your final bill is processed, and while you’re on to them ask them politely to make sure it’s done as quickly as possible (it can’t hurt)
- post back