Ovo in hot water AGAIN over shock demands for cash

Hard-up customers of energy firm Ovo have been hit with shock emails telling them to pay hundreds of pounds in unexpected charges.

The demands were fired off to customers of Boost Energy, an offshoot of Ovo that caters to those on pay-as-you-go gas and electricity deals – normally less well-off households struggling to budget.

They were told to hand over large sums after being undercharged through no fault of their own.

The problem arose because of defective smart meters, which gave incorrectly low readings.

Ovo, the UK’s fourth largest domestic energy supplier, is part of the empire of entrepreneur Stephen Fitzpatrick. Revelations of the latest debacle come at a bad time for Fitzpatrick, who is said to be trying to take over Shell’s UK domestic gas and electricity business.

Shocking: Ovo, the UK’s fourth largest domestic energy supplier, is part of the empire of entrepreneur Stephen Fitzpatrick

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 seen by The Mail on Sunday reads: ‘Unfortunately, when our prices went up in October, your meter wasn’t updated due to a technical problem. This means we were charging you less than we should have for a short period of time. We’re sorry about this.’

Then, in larger typeface, it continues: ‘What happens next: you will need to pay back the difference.’

Some households have been given additional bills of up to £700. A Facebook page on Boost’s failings that has 6,300 members has been flooded with complaints. One said: ‘I’m at my wits’ end. I can barely afford energy prices as it is.’

Another said: ‘It’s a total disgrace and you can’t speak to anyone concerned when you have a problem.’ Boost is offering some users a discount of 10 per cent on the payment but customers say it is not enough.Simon Francis, of the End Fuel Poverty Coalition, said: ‘To be asked to pay back money when it’s not their fault is not really on.’

Ovo’s rival Octopus also recently undercharged thousands of its customers through a technical failure, but did not ask for any repayment.

Regulator Ofgem will investigate after The Mail on Sunday raised the issue. This paper also revealed Boost left customers without heating or hot water in freezing weather before Christmas as payments were refused due to technical issues.

Ovo said it was ‘very sorry’, adding that it has excused those most financially vulnerable. A spokesman said: ‘A small number of customers were paying too little for a short period due to a technical issue.

‘We’re here to help any customers who would like additional support with an affordable plan.’

This post first appeared on Dailymail.co.uk