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Billed under wrong apartment for a year – need urgent help

  • April 18, 2025
  • 6 replies
  • 171 views
L
Carbon Cutter*

Hi everyone,

 

I’ve just discovered that I’ve been paying OVO energy bills under the wrong address/account for the past year. My actual flat is Apartment 13, but the account I’ve been paying for is Apartment 14.

 

I always found my bills unusually high—even when I was away from the flat for a whole month with everything switched off. Today I noticed there are two account numbers linked to Apartment 14 in my OVO app, and none for Apartment 13, which confirmed my suspicions.

 

Has anyone experienced something similar? What should I expect from OVO in terms of resolving this and possibly getting a refund? Any advice would be really appreciated!

 

Thanks in advance!

Best answer by Blastoise186

Updated on 29/08/25 by Emmanuelle_OVO:

Hey ​@Leonste ,

I think I have a solution for this. As it comes under some official stuff, I’ll drop a link to the existing guide for now to get you started, but let me know if you’ve got questions about it.

It basically just means I don’t end up writing out that initial guide again, but I’m here if ya need me!
 

If you notice that your meter readings or Meter Serial Number shown on your statements are different to your meter, this may be a case of ‘crossed meters. Please follow the steps in the guide below, and then contact our Support Team as soon as you can.

6 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • Answer
  • April 18, 2025

Updated on 29/08/25 by Emmanuelle_OVO:

Hey ​@Leonste ,

I think I have a solution for this. As it comes under some official stuff, I’ll drop a link to the existing guide for now to get you started, but let me know if you’ve got questions about it.

It basically just means I don’t end up writing out that initial guide again, but I’m here if ya need me!
 

If you notice that your meter readings or Meter Serial Number shown on your statements are different to your meter, this may be a case of ‘crossed meters. Please follow the steps in the guide below, and then contact our Support Team as soon as you can.

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!
Emmanuelle_OVO
L
Carbon Cutter*
  • Leonste
  • Author
  • Carbon Cutter*
  • April 18, 2025

Thank you so much 

Nukecad
Plan Zero Hero
  • NukecadPlan Zero Hero
  • Plan Zero Hero
  • April 18, 2025

Whilst it might be a crossed meter, it may also just be a wrong address for the correct meter.

How does the reading on your meter compare to the reading shown on your latest bill?

As long as you are being billed to the correct meter that is what matters.

Do you have the reading from when you first moved in and set up a new account with OVO?

 

Presumably it’s the Profile Page on the app that is showing 2-account numbers, does it have your name correct?
You can change the address there, but I wouldn’t do that just yet until you have sorted out what the account numbers are.
It’s just possible that both account numbers are yours, but only one is active.
(My BT account is like that, I see two account numbers, one active one not).

Is the tenant in #14 also an OVO customer?

I said, Hey - Watts going on.
Emmanuelle_OVO
Chris_OVO
Community Manager
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  • Chris_OVO
  • Community Manager
  • April 21, 2025

Hey ​@Leonste,

 

Welcome to the community 🎉

 

Some members have already given you great advice. Have you had a chance to review ​@Nukecad's questions above? Please keep us updated on your progress.

 

Renewable energy jokes never get old.
L
Carbon Cutter*
  • Leonste
  • Author
  • Carbon Cutter*
  • April 21, 2025

Hi, thank you so much for the response.

Tbh the meters reading never matched and I was paying a lot on the bills 

Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • April 22, 2025

The support team should be able to get this sorted for you ​@Leonste. Have you raised the above with them? 

If you’re speaking to an advisor on webchat you could send them the link to this topic as it may be helpful. 

Please keep us posted with how you get on!
 

 

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