@Tim_OVO could you find out if there has been any further thoughts from the product owners?

Added another example today where it would be useful to have version control. 

@Jeffus chasing up this idea with the right team now :) 

I understand the current system. It’s just difficult to validate changes when there is no reference available. The question usually is what changed and why. Especially on a billing document 

Any update @Tim_OVO 

Just raising this again within OVO, @Jeffus. Seems like a very sensible feature idea. 

Thanks

Another example

Did you get any feedback @Tim_OVO 

There’s a bit of structural change happening internally with regards to the owner of the billing experience @Jeffus. 

I have reported this to the team taking over, but nothing yet on if and when this could be implemented. I think they may need more time to set up roadmaps and priorities. 

Another one where it would be useful 

Another example 

Multiple customers on this thread are struggling due to re issued bills 

I’d go further and say that when a bill has been revised both the old and new, and any previous, versions should be easily available for the customer to download and compare.

I save them monthly when they are ‘finalised’ and could download a full set today to check if/what has changed since the original, but won’t know if/what may have been changed in between the two.

Thank you both, let me make sure these ideas are seen by the right Product areas and as always I’ll come back with anything I can. 

Whilst my suggestion above about accessing the changed versions would help, I still think that it should not be needed in the first place

Once a monthly bill/statement has been ‘finilised’, and issued on paper or available to download,then it should be ‘locked in’ and not be changed at all.
Any revisions/adjustments should be stated on later bills/statements. or by seperate notice, with a clear explanation of just what the changes are and what they are for.

(PS. I only know of one other organisation that regularly changes already issued statements retrospectively so that you can’t see what the original was. That’s the DWP with Universal Credit payment statements. It effectively hides any record of under/over payments made at the time and MPs have already raised questions about that practice in the House of Commons).

On looking at my bill from October to November with an incorrect read, it says at the top generated today?  Does it automatically put the current date on when you download it?

In any case, they have quoted a meter read or over 46,000 units for my meter which was replaced reading 42,304 so God knows where they got that figure.  I only average about 150 units per month on my daytime meter.  This is the sort of thing that has me about tearing my hair out with them.  
 

The bill is created on the fly with the current date. It doesn't store any bills.

When the meter was replaced, the installing engineer should have made a note of the closing readings on the old meter and the opening ones on the new one, then left this note fixed to the meter backboard. Did this happen? Can you grab a photo of it? Those are the figures he should have transmitted to OVO.

Yes, all that was done plus I have since sent several emails chasing it up, the most recent just yesterday when I once again quoted all the correct readings plus attached another photo of the card the engineer left.  
 

I’m afraid I am totally disillusioned with Ovo’s billing system and customer service.  

Just had a phone call from OVO to try and sort this out.  I am worried sick about the way he has gone about it though.  I am now showing massively in debt and he assures me that it will be sorted by a different department.  By my reckoning I should be around £1800 in credit so seeing these figures is frightening.  Is this a normal procedure to correct things?

Hi @Maureen D,

It’s great to hear you can see the engineer notes of the old meter’s reading on the new meter. We will be able to use that to update your billing and I’m very sorry for any concern or stress that might’ve been caused by this. 

Your account should be placed on a collections hold, which means OVO won’t attempt to collect any of the outstanding charges from you. If there is any issue between now and the billing getting corrected, let us know here and we can get you the help of the Forum Support team via a private message. 

We got you covered!