Billing issues: an apology

14 November 2014 | OVO Energy

From day one, we’ve set out to do things differently: to keep things simple and to treat our customers with fairness and honesty. But we’re not perfect, and although we do our best to get things right all the time, every now and again we’re going to make mistakes. We believe that the important thing is to be open and honest about it when we do. To holds our hands up, acknowledge we got it wrong and, most importantly, say we’re sorry.

So here goes...

Earlier this year we suffered from an IT bug that meant some of our customers who signed up between April and June weren’t put on the correct unit rates for the tariff they signed up for. The issue meant that although the direct debit payments customers were paying were correct, some customers’ credit balances have ended up too high, and some too low.

We want to reassure anyone affected that your direct debit amount hasn’t changed and you aren’t out of pocket - you’ll still be paying the amount you signed up to. But what happened obviously isn’t good enough. We know our customers expect and deserve better from us, and we’re very sorry.

What we’re doing about it

Our IT team have been working hard to fix the problem, and we’re now writing to every single customer affected and explaining what went wrong. We’re also busy correcting customer account balances that have been adjusted up or down incorrectly as quickly as possible.

We made a mistake and we’re doing everything in our power to put things right as quickly and painlessly as possible. We can’t promise that nothing will ever go wrong again, but what we do promise is that we’ll always be honest, fair and absolutely committed to fixing it when it does.

If you have any questions about this or any other issue our customer service team would be more than happy to talk to them. Please do contact them on 0330 303 5063 or 01179 303 100.

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