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MHarley
Rank 2
March 27, 2024
Solved

I've been charged £13,000 for 29 days electricity and gas! Is this due to an out of line reading?

  • March 27, 2024
  • 43 replies
  • 1361 views

My 3 bedroom house was empty for 29 days in October 2023 as there was a change of tenant.  The house is 3 bedroom semi detached.  My estate agent supplied details to OVO for meter readings.  

Electricity use for the period was approximately £50

Gas use for the period was approx £12,800 - that is a bill of around £480/day

OVO were alerted to this by my estate agent in December.

Since then i have spoken on phone and on chat with customer care, sent emails in, sent complaint emails in and had no response.

I have had one debt agency contact me and when i spoke to them about the debt they said “we are sending this back to OVO, its clearly a massive mistake, that bill is ridiculous.’ 

My estate agent said after speaking with OVO that they would stop with the debt collection and investigate.  Then yesterday, 26th March, i was contacted by ANOTHER debt agency chasing me for a £13,000 unpaid bill - for 29 days of gas and electricity.

Why am i getting absolutely nowhere speaking with OVO on the phone and via email?  I am being harassed by debt collectors for a bill that is clearly a screw up - and no-one at OVO seems to want to do anything about it.

I am now looking at Ombudsmen complaint and arranging legal representation because no-one will tell me who i should speak to.  Clearly the £13,000 bill needs erasing and an estimated bill put its in place for the period (29 days).

Can anyone help point me in the right direction?

 

 

 

Best answer by Abby_OVO

Updated on 23/06 by Ben_OVO:

If you have a sudden large bill, this is likely due to an out of line meter reading, the first thing to do would be to check the meter reading history via your online account or app. If you’re still living in the property please contact the support team with an up to date meter reading. It’s always a good idea to send in a clear picture of the front of the meter, displaying the reading and meter serial number.

Out of line meter readings could be submitted incorrectly by an out-going, in-going tenant or owner or letting agency. But can usually be corrected quite easily by the billing team. 

These similar topics may be helpful: 


 

 

Hey @MHarley 

 

Sorry to hear about the trouble you’ve been having.

 

Looks like Blastoise186 has left some helpful advice in contacting the Support Team, the team are available to you today if you’ve got time, but you can always take care of things tomorrow.

 

You can contact the team now via social media, send us a message on Facebook or X from 7.30am - 8pm monday to thursday, 7.30am - 6pm fridays and 8am - 5pm saturday and sunday.

 

 

Let us know how you’re getting on with this, the Support Team will be able to help get this sorted with you.

43 replies

Blastoise186
Super User
Blastoise186Super User
Super User
March 27, 2024

Hi @MHarley ,

Please bear with me. I’ve flagged this on the forum backstage to figure out how we can best advise on this one.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Newcomer
    CathyD
    Newcomer
    March 27, 2024

    Go to the energy ombudsman.  OVO customer service are useless.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    March 27, 2024

    You haven’t seen my Joker Card yet. :)

    Let’s just say my Joker Card is played only when I absolutely must use it. However, with great responsibility comes great power - I can call in expert assistance from a special team who really know what they’re doing. 

    That’s what I’ve done in this case. Please wait until the morning for an update.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Rank 2
      MHarleyAuthor
      Rank 2
      March 28, 2024

      Many thanks Blastoise 186.

      I would love to get some direction and an end to the anxiety 👍

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        March 28, 2024

        Still working on it - I’m waiting for someone to pick up my Joker Card.

        However, try 0800 069 9831 in the meantime - that team might be able to fix this. If they don’t please come back here and update this thread.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          Rank 2
          MHarleyAuthor
          Rank 2
          March 29, 2024

          Thanks Blastoise,  I have tried that number before but I will try again.  Not living in the country I forgot it was Easter so there won't be anyone around until Tuesday.... Let me know if you get any further information and I'll report back on my conversation with them early next week.

          Michael

            Abby_OVO
            Community Manager
            Abby_OVOSolved
            Community Manager
            April 1, 2024

            Updated on 23/06 by Ben_OVO:

            If you have a sudden large bill, this is likely due to an out of line meter reading, the first thing to do would be to check the meter reading history via your online account or app. If you’re still living in the property please contact the support team with an up to date meter reading. It’s always a good idea to send in a clear picture of the front of the meter, displaying the reading and meter serial number.

            Out of line meter readings could be submitted incorrectly by an out-going, in-going tenant or owner or letting agency. But can usually be corrected quite easily by the billing team. 

            These similar topics may be helpful: 


             

             

            Hey @MHarley 

             

            Sorry to hear about the trouble you’ve been having.

             

            Looks like Blastoise186 has left some helpful advice in contacting the Support Team, the team are available to you today if you’ve got time, but you can always take care of things tomorrow.

             

            You can contact the team now via social media, send us a message on Facebook or X from 7.30am - 8pm monday to thursday, 7.30am - 6pm fridays and 8am - 5pm saturday and sunday.

             

             

            Let us know how you’re getting on with this, the Support Team will be able to help get this sorted with you.

            Currently Playing: She's Electric
            Rank 2
            MHarleyAuthor
            Rank 2
            April 2, 2024

            Thank you Abby_OVO,

             

            I contacted the team on facebook and they siad they couldnt do much so i should call collections.  I tried them but couldn’t get through.  I realised today is the day after the 2day bank holiday (i live in Middle East where Easter isnt a thing) so i’ll give it a day or two for the call volume to return to normal and then report back here with what they say.

            Regards

             

            Michael

            Abby_OVO
            Community Manager
            Abby_OVO
            Community Manager
            April 3, 2024

            Hi @MHarley 

             

            Apologies for the difficulty getting that sorted yesterday, I know the teams were working at much smaller capacities, but they’re all back to normal now.

             

            You can call the collections team on 0800 069 9831. We’re open Monday to Friday 8am-6pm, Saturday 9am-2pm. You can also get through to the collections team via webchat.

             

             

            Keep us updated with how you get on.

            Currently Playing: She's Electric
            Rank 2
            MHarleyAuthor
            Rank 2
            April 3, 2024

            Thank you Abby_OVO,

            I'm currently position 1 waiting for the webchat team.

            I've realised I need to take snip/photos of what is said online so I'll have some record of what they say.

             

            Regards

             

            Michael

            Show more replies
            Terms & ConditionsAccessibility statement

            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

            OVO (S) Gas Limited is part of OVO Group Ltd