Hard-up customers of energy company Ovo received shocking emails telling them to pay hundreds of pounds in unexpected charges
Hard-up customers of energy company Ovo have been hit by shocking emails telling them to pay hundreds of pounds in unexpected charges.
The demands were fired at customers of Boost Energy, an offshoot of Ovo that targets people with gas and electricity contracts to pay — normally less affluent households struggling to budget.
They were told to hand over large sums of money after they underpaid through no fault of their own.
The problem arose due to faulty smart meters, which gave falsely low readings.
Ovo, the UK’s fourth largest domestic energy supplier, is part of entrepreneur Stephen Fitzpatrick’s empire. The revelations of the latest debacle come at a bad time for Fitzpatrick, who is reportedly seeking to take over Shell’s UK domestic gas and electricity business.
Shocking: Ovo, the UK’s fourth largest domestic energy supplier, is part of entrepreneur Stephen Fitzpatrick’s empire
Boost supplies energy to 200,000 UK households, many on ‘smart’ prepayment meters. Most are at the lower end of the income scale. An email accessed by The Mail on Sunday reads: ‘Unfortunately when our prices went up in October your meter was not updated due to a technical issue. This means that we charged you less than usual for a short period of time. We are sorry.’
Then it says in larger font: “What happens next: you have to pay back the difference.”
Some households have been charged extra bills of up to £700. A Facebook page about Boost’s shortcomings with 6,300 members has been flooded with complaints. One said, ‘I’m at my wits’ end. I can barely afford the energy prices now.’
Another said: ‘It’s a total disgrace and you can’t talk to anyone if you have a problem.’ Boost offers some users a 10 percent discount on payment, but customers say it’s not enough. on.’
Ovo’s rival Octopus also recently undercharged thousands of its customers due to a technical glitch, but did not request any refund.
Regulator Ofgem will launch an inquiry after The Mail on Sunday raised the issue. This paper also revealed that Boost left customers without heating or hot water in freezing weather before Christmas as payments were declined due to technical issues.
Ovo said it is “deeply sorry,” adding that it has apologized to the most financially vulnerable. A spokesperson: ‘A small number of customers paid too little for a short time due to a technical problem.
“We’re here to help customers who want extra support with an affordable subscription.”