11.04.24 So on the TV news about 2 weeks ago, a Leicestershire (local) butcher shop which had been trading for over 2 decades complained that their energy company SEFE changed the energy plan 4 months early and without any notice. They only realised when the direct debits increased from a few hundred pounds a month to a few thousand pounds a month. They of course complained for months by phone and email and just kept getting fobbed off. They then went to the Energy Ombudsman and submitted evidence which took them around 2 months. Only for the Energy Ombudsman to also fob them off. They then had to appeal the E.O. decision and this time E.O. found in favour of the 2 decade old butcher shop and then finally the matter got sorted. So here's what I'm thinking; why did it take an appeal, for the Energy Ombudsman to realise that the energy company was out of line.

24.03.24 dx100uk, thank you ever so much for taking the time to respond. I have read what you have said and I will respond to your 2 points seperately if thats ok. 1 Please see the attached SSE Migration Dispute Settlement bill It shows that the close of SSE account 02.01.23 the balance £821.56 Gas credit (of course SSE would have factored in the previous migration debit) Therefore OVO need to then remove that 1st inherited debt 03.01.24 SSE 821.56 Credit.pdf

Apologies that my last post was so long. I did enter it as 4 smaller posts but the website merged them. So just to re-iterate OVO has not removed the first and since update Migration Account Balances. I raised the Migration Dispute which was settled concluding a net credit of £732.57 What I am hoping is that you could tell me, where I have got something wrong. Currently I can not see it. I believe that OVO is off-setting my account credit. (please take a look at the attached file) Or even worse are off-setting 3 of the Government Energy Payments plus some of my account credit. Thanks. Offset Migration Credit.pdf

15.03.24 dx100uk: No OVO migration happened Jan'23 In the beginning I was phoning them. Once I was helped by one OVO agent about how to understand the bills, I was then able to create working-outs in some spreadsheets. It was about this time I realised why my account balance was still so high. Only with a lot of pushing I managed to get OVO to apply the Migration Dispute Settlement ie: Electric £88.99 debit and Gas £821.50 credit. But I realised that OVO had not removed the first incorrect Migration Debit of £684.81 I sent OVO a lot of detailed spreadsheet emails to OVO complaints department. which clearly show that the high balance was due to the non removal of the £684.81 These get answered by OVO agents from random departments such as Customer Service, Zero Carbon Department but strangely not the Complaints dept. It would be a different agent every time and each agent would have a different theory on what the issue was. The some agent would get some balance adjustments applied to the account but they did not add up to the £648.41 updated migration debit. The whole thing was a complete sham where the agents didn't really understand what was going on in the account. I pleaded with OVO to completely close down the account. Open a new account with the Migration Dispute Settlement Balance Net £732.57 then apply on the first set of bills to the account so that we can start on an even keel. OVO did not entertain this at all. I could see that the first migration debit £648.41 was off-setting the £732.57 migration credit. So since June'23 I was now constantly asking OVO to send me a deadlock letter. Eventually they did in September'23 I have had account balance rattling around in my head for a year now. My Calcs.pdf So I did manage to get this to the Energy Ombudsman end of September. I submitted : email screen shots, some of the multiple bulk pack of bills, SSE Migration Dispute Gas and Electric setlement bills, all my detail spreadsheets which had already been sent to OVO. I even created a mock-up OVO format bill applying the correct migration balance, Gov energy payments actual meter readings with all the varying energy rates for the period Jan'23 to 1st Sept'23 which gave a debit balance of £97.04 I followed all the correct protocols, even questioning some of OVO's evidence when I was given the chance to. At the end of November the EO Case Handler found in favour of OVO. So is not telling them to remove the first migration debit of £648.41 This I cannot understand and I am totally disheartened by the Energy Ombudsman.

Ok, time for some more information. Sorry if it is too much. I was a SSE customer and I had seperate Electric and Gas accounts for my ease of understanding the bills. The accounts were also a quarterly pay on receipt of bill. OVO took over my 2 SSE accounts combining them into a single account Monthly in January 2023. It was only when I started get bills from £600 up to £1200 I started to get worried and tried calling OVO for information and help. They were very unhelpful. At one point and agent was laughing whilst he asking ' I'm guessing you're calling about the £800 account balance' My reply to him was 'Yes and I should not have this kind of balance because I pay quarterly estimated bill which was usually had higher readings, so I know that I would be in credit'. Only after many, many calls to unhelpful OVO staff, one agent based in Cape Town South Africa told me that I should raise a migration dispute with SSE. From receiving 1 bill every 3 months for seperate energy (as I have always received) I found it very difficult to understand OVO's combined monthly bills but i knew something was not right. I raised a migration dispute with SSE. They later concluded that my electric was in debit of just £88.99 and my gas was in credit of £821.56 Only in April '23 did OVO apply the new migration balances. They were still sending me masses of bills. I was calling OVO for more help to understand them and every time I got a different agent who gave me a different answer. I have received at least 5 SETS of monthly bills for period Jan'23 to May to August'23 ranging from £1300, £700, £2,400 up to even £4,000 OVO's 1 month bill would be 4-5 sides of A4 but OVO would not print them where I could staple each of the 20 or so months separately, as they were printed on like a rolling sheet. Which basically made a BOOK of bills. I opened these bills and spread them out a dining table to make sense of them but if I mixed any page with another set I was stuffed. This took me weeks / months to get my head around always calling OVO for help. They were not helpful until I got transferred to one OVO agent who spent an hour on the with me going though the figures. She talked me through to create a king of table listing the all the debits, Gov energy payments, credits and the balances. Following it help me understand a lot but one I remember asking her about was a £684.81 debit, which later after the call I realised she kind of swerved around answering. I tried calling here the next day but was told she was in a meeting. I tried another day later and was told she was on leave. After calling to connect back with her for over a month I gave up. As I knew from the migration dispute settlement my account should be in a net credit of (£88.99 plus -£821.56) = £732.57 I was not concerned in paying the estimated bills until May when I worked out the account credit would have depleted I would owe OVO £1.85 and would submit actual readings which were lower than OVO's estimated readings, so would also have credit here.The issue was that OVO did not agree that in May my account balance was £1.85. They still had it in the £100s. I realised that this was down to the £684.81 debit which was the first and incorrect migration debit that OVO had not removed. I do not understand why OVO are not removing the updated £684.81 migration debit particularly as Migration Dispute Concluded the above debit and credit with these readings : SSE close reads Electric 34293 Gas 0626 OVO open reads Electric 34293 Gas 0626 If the OVO account opened with the same readings then they should apply the same balance net £732.57 credit, which they did do in April but will not remove the £684.81 debit

Company 1 was SSE Company 2 is OVO Yes I have the Migration Dispute settlement bill which does list : An electric £100 debit and a gas £900 credit, giving a net credit of £800 I kind of want to know before I go into too much detail, is my thinking that first correct. Thanks for the super fast response.

Just a quick question first please. My energy company was taken over by another company. This new company applied Migration balance around £700 in debit. I knew that this was not right and I later learned that I could raise a Migration Dispute with the first energy company which I did. The first energy company gave a revised migration settlement of £800 in credit. Eventually the new company applied the new migration credit to the account but failed to remove the initial migration £700 debit balance. my question is,; am I right in thinking that the first initial incorrect migration should be completely removed now that the new migration credit figure has been applied ? Many thanks.