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Beverly24
Rank 1
August 4, 2023
Solved

Can OVO back-bill me further than 12 months due to errors?

  • August 4, 2023
  • 57 replies
  • 6223 views

Hi everyone,

Getting desperate for help now.  Ovo have last month billed me almost £3000 for a 3 month period back in 2020.  I have a separate final bill received back in 2020 which shows as paid, in fact it actually shows a credit balance.

They are now persistently threatening me and chasing for the £3000 which I clearly don’t owe them.

I have phoned multiple times, I have emailed them as per their complaints procedure (on 18 July) (removed by moderator).  

I’ve had no response to my email; when I phone they say it will be sorted.

How on earth do I get the complaints team or frankly anyone at Ovo to actually address this issue please?

Thank you for any advice..

 

Best answer by BPLightlog

Updated on 24/07/26 by Ben_OVO

 

What is a back-bill?

 

We send a back-bill, or ‘catch-up’ bill, when we haven’t charged correctly for energy use. This can be through inaccurate bills or not being billed at all. Back-bills can be for any amount, and may be a result of:

  • Technical or human error on the customer’s account which has meant that a statement hasn’t been received within the regular timescale
  •  A customer has provided a reading that is higher than previous estimated readings used on their statements.
  • Mismatch between the data OVO holds and the actual setup of the meter for example crossed meters, or if a customer had a meter exchange which wasn’t updated before the switched to us

 

What is a Back-bill Write Off? 

 

Where we've issued a back-bill for usage over 12 months old, not covered by payments made at the time and the reason for the delay in this billing is not the customer's fault, we may apply a write-off. This back-bill write-off will be a credit applied to the account to cover the difference between the updated usage and the payments made at the time.

The main situations where we'll write off usage prior to 12 months ago are: 

  • We haven't billed the customer
  • We've billed an account but not for all usage at the property i.e. only one fuel was billed
  • We've billed the customer inaccurately due to a technical or administrative error

This is the Ofgem information regarding back-billing https://www.ofgem.gov.uk/check-energy-back-billing-rules

What is a back-bill?

 

We send a back-bill, or ‘catch-up’ bill, when we haven’t charged correctly for energy use. This can be through inaccurate bills or not being billed at all. Back-bills can be for any amount, and may be a result of:

  • Technical or human error on the customer’s account which has meant that a statement hasn’t been received within the regular timescale
  •  A customer has provided a reading that is higher than previous estimated readings used on their statements.
  • Mismatch between the data OVO holds and the actual setup of the meter for example crossed meters, or if a customer had a meter exchange which wasn’t updated before the switched to us

 

What is a Back-bill Write Off? 

 

Where we've issued a back-bill for usage over 12 months old, not covered by payments made at the time and the reason for the delay in this billing is not the customer's fault, we may apply a write-off. This back-bill write-off will be a credit applied to the account to cover the difference between the updated usage and the payments made at the time.

The main situations where we'll write off usage prior to 12 months ago are: 

  • We haven't billed the customer
  • We've billed an account but not for all usage at the property i.e. only one fuel was billed
  • We've billed the customer inaccurately due to a technical or administrative error

57 replies

BPLightlog
Super User
BPLightlogSuper UserSolved
Super User
August 4, 2023

Updated on 24/07/26 by Ben_OVO

 

What is a back-bill?

 

We send a back-bill, or ‘catch-up’ bill, when we haven’t charged correctly for energy use. This can be through inaccurate bills or not being billed at all. Back-bills can be for any amount, and may be a result of:

  • Technical or human error on the customer’s account which has meant that a statement hasn’t been received within the regular timescale
  •  A customer has provided a reading that is higher than previous estimated readings used on their statements.
  • Mismatch between the data OVO holds and the actual setup of the meter for example crossed meters, or if a customer had a meter exchange which wasn’t updated before the switched to us

 

What is a Back-bill Write Off? 

 

Where we've issued a back-bill for usage over 12 months old, not covered by payments made at the time and the reason for the delay in this billing is not the customer's fault, we may apply a write-off. This back-bill write-off will be a credit applied to the account to cover the difference between the updated usage and the payments made at the time.

The main situations where we'll write off usage prior to 12 months ago are: 

  • We haven't billed the customer
  • We've billed an account but not for all usage at the property i.e. only one fuel was billed
  • We've billed the customer inaccurately due to a technical or administrative error

This is the Ofgem information regarding back-billing https://www.ofgem.gov.uk/check-energy-back-billing-rules

What is a back-bill?

 

We send a back-bill, or ‘catch-up’ bill, when we haven’t charged correctly for energy use. This can be through inaccurate bills or not being billed at all. Back-bills can be for any amount, and may be a result of:

  • Technical or human error on the customer’s account which has meant that a statement hasn’t been received within the regular timescale
  •  A customer has provided a reading that is higher than previous estimated readings used on their statements.
  • Mismatch between the data OVO holds and the actual setup of the meter for example crossed meters, or if a customer had a meter exchange which wasn’t updated before the switched to us

 

What is a Back-bill Write Off? 

 

Where we've issued a back-bill for usage over 12 months old, not covered by payments made at the time and the reason for the delay in this billing is not the customer's fault, we may apply a write-off. This back-bill write-off will be a credit applied to the account to cover the difference between the updated usage and the payments made at the time.

The main situations where we'll write off usage prior to 12 months ago are: 

  • We haven't billed the customer
  • We've billed an account but not for all usage at the property i.e. only one fuel was billed
  • We've billed the customer inaccurately due to a technical or administrative error
Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    August 7, 2023

    Hey @Beverly24,

     

    Really sorry to hear this,

     

    I’ll get Forum_Support to reach out. Please keep an eye on your private messages.

    Renewable Energy? Big Fan.
    T
    Newcomer
    tesh1981
    Newcomer
    August 8, 2023

    Hi all

    Long story

    had a smart meter installed august 21. Never worked. As no signal to meter. Ovo never resolved. 
    checking account and noticed no consumption being charged. Informed Ovo. They were aware billing has stopped and trying to resolve (Feb 22) .

    Nov 22 - still no resolve  

    keep checking app, providing manual meter readings, paying the amount as instructed by Ovo app  

    1/8/23 - account is in credit by £1000+
    7/8/23 - receive bill for over £4,400  account in debit. Checked all bills. Tarif changed from 37p to 76p - should be on 37p (2 year fix and protect until April 24).

     

    does anyone know how this is possible? Have tried to resolve over webchat but they can’t help. All the bills I have received from May 2020 all have a generated date of 8/8/23.

     

    please help/offer advice. I think Ovo are trying to resolve back dates bills over 12 months old can they do this? Can they change my tariff to resolve this??

     


     

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      August 8, 2023

      Hi @tesh1981

      Sorry to hear that shocking experience. No issue should take since August 2021 to resolve. Blimey that is 2 years!

      I will flag one of the ovo moderators to see if they have any comments before I post some comments. 

      T
      Newcomer
      tesh1981
      Newcomer
      August 8, 2023

      Hi @tesh1981

      Sorry to hear that shocking experience. No issue should take since August 2021 to resolve. Blimey that is 2 years!

      I will flag one of the ovo moderators to see if they have any comments before I post some comments. 

      Thanks Jeffus. 

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      August 8, 2023

       …
      All the bills I have received from May 2020 all have a generated date of 8/8/23.


       

      Unfortunately whenever you open a bill, it shows the current date so unless you save a copy locally it will not give you a definitive date of posting. 
      If like some of us you think that’s not right, there’s an idea posted on the subject

       

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        T
        Newcomer
        tesh1981
        Newcomer
        August 8, 2023

        Hi. 
        that’s the thing - I have had a bill showing consumption usage since May 2020

        T
        Newcomer
        tesh1981
        Newcomer
        August 8, 2023

        Hi. 
        that’s the thing - I have had a bill showing consumption usage since May 2020

        Sorry that’s “haven’t had a bill…”

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        August 8, 2023

        Hi. 
        that’s the thing - I have had a bill showing consumption usage since May 2020

        Sorry that’s “haven’t had a bill…”

        There are Ofgem rules on back-billing

        https://www.ofgem.gov.uk/check-energy-back-billing-rules

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        T
        Newcomer
        tesh1981
        Newcomer
        August 8, 2023

        Thank you for that. I did read up on that. But playing devils advocate here - I think Ovo have changed my tariff (doubled it) to counteract the fact they haven’t charged for consumption for the year 21-22. For this year the bill is £4,400. Isn’t the price cap supposed to stop prevent this? 

        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