Ripped off over Warm Home Discount - Complaint about Ovo Energy - A Spokesman Said

Ripped off over Warm Home Discount

Complaint about  Ovo Energy  | AWAITING RESPONSE


Ovo Energy

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Emma Holmes

28/03/2017

Ripped off over Warm Home Discount

Complaint about Ovo Energy

I applied when the applications first opened and received an e-mail saying I'd been accepted. Then they sent me a form asking for evidence. Fair enough. However, they asked for a very specific document I didn't have, and wanted it in two weeks. I had to contact DWP to get the document and it took ages. I contacted Ovo to explain and was told not to worry about the delay. I returned the form, with the document they specified, on February 10th, roughly 4 weeks after receiving the form. Around February 19th I got a letter dated February 17th saying I had missed out on the scheme because I hadn't sent my proof. I was really upset because I HAD sent the proof, £140 is a lot of money to me and I was also worried where my document, full of really personal information, and perfect for use for identity theft had ended up. I started trying to chase up what had happened. Ovo have been reasonable in terms of getting back to me but their Warm Home department have been absolutely useless. As it turns out, my form was with them well before 17th, waiting in a backlog to be input. It was logged onto their system on 19th. I was told it would be passed to an assessor to deal with. That was 4 weeks ago. Since then I've heard nothing and they haven't paid the Warm Home Discount to me. Getting in touch with the Warm Home department is virtually impossible. Their telephones are answered by an answering service saying to leave a message and they'll call back. They do call back, once, at a random time over the following couple of days. If you miss the call, they leave a message saying if you still need advice, to call them again. That's the only attempt they make. And, if you call them again, you have to leave a message and wait for them to return the call, randomly, whenever they feel like it... Getting to speak to someone is virtually impossible. I'm disabled. I'm simply not well enough to be spending hours playing telephone tag with a hopeless department trying to get a payment I desperately need and am entitled to. Ovo are very close to losing a customer, particularly since they've just put my electricity and gas up 31% and 19% respectively. I shall be complaining to the Ombudsman this week and I'm seriously considering taking the matter to small claims court. I'm tired of being fobbed off.

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