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MikeOceanVillage
Rank 2
Oct 28, 2026 6:23 PM UTC
Question

Billing Hold

What does “Billing hold” mean? 
Apparently I've been put o it because my account is under investigation but I’m in credit to the tune of four months direct debit 

6 replies

Rank 2
MikeOceanVillageAuthor
Rank 2
Oct 28, 2026 6:23 PM UTC

And OVO aren’t responding to my questions...

Nukecad
Super User
NukecadSuper User
Super User
Oct 28, 2026 6:44 PM UTC

And OVO aren’t responding to my questions...

How have you tried contacting Customer Support?

 

Out of beer error >>>> Recovering memory.
Rank 2
MikeOceanVillageAuthor
Rank 2
Oct 28, 2026 10:17 PM UTC

I’ve tried Customer Services, Complaints@ and CEO@
A week in and no response at all 

Rank 2
MikeOceanVillageAuthor
Rank 2
Oct 28, 2026 10:15 PM UTC

I’ve tried Customer Services, Complaints@ and CEO@
A week in and no response at all

Abby_OVO
Community Manager
Abby_OVO
Community Manager
Oct 29, 2026 10:40 AM UTC

Hey ​@MikeOceanVillage 

 

Sorry to hear about this.

 

There could be a number of reasons as to why an account has a billing hold, we don’t have access to accounts here at the Forum so we wouldn’t be able to tell without background information what this might be for.

 

It sounds like there’s possibly already a complaints handler assigned if responses haven’t been coming back, as a complaint will be assigned to one person who has to deal with it and may already have this on their work list. 

 

I’d recommend contacting the team via webchat or phone and asking to speak with the assigned complaints handler if available, or for them to call you back, if this is the case. 

 

 

Let us know how you get on.

Currently Playing: She's Electric
Rank 2
MikeOceanVillageAuthor
Rank 2
Oct 29, 2026 3:58 PM UTC

Thanks for your advice but I wasted my time. Charlotte on web chat eventually told me to ring Customer Services. Customer Services took 90 minutes to speak to Accounts Management who tell me that I’m on billing hold (I had told them that). Not sure where we go from here as emails to Complaints registering a Formal Complaint have gone unanswered and unacknowledged. I still don’t know what billing hold is, nobody has told me what the missing amounts were and apparently I’m now on billing hold for issues in September and October but nobody seems to know what or why. Think I’ll just lay down and go into a long sleep

 

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