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

I am sorry but ovo does not really follow up this rule properly, i was sent a backdated bill of thousands of pounds and it took me having to raise an official complaint to make them address and provide me some compensation, so they pretty much put the onus on the customer to have to raised a complaint because when we follow through to contact ovo and send meter readings, they just get ignored

Hi @pinkfloyd198,

I’m sorry to hear this.

If the backdated charges were over 12 months then you wouldn’t need to pay them. Raising a complaint would have been the right thing to do in this situation.

Do you submit your meter readings through the app?

Thanks, I don’t need to anymore cause it appears smart meter readings are regularly being submitted now, I have also emailed the hello address Friday, the ball is really in the billing departments court now

Hi @pinkfloyd198,

If an official complaint has been raised then someone should be in touch with you as soon as possible to help resolve this for you. It may be worth contacting the Support team by phone or webchat to get a quicker update on your complaint. 

Here’s more information about our complaints process: 

https://www.ovoenergy.com/feedback

thanks Shads, the balance appears to have been updated last night, just before the new energy rates today which helps! thanks again :)

Happy to hear that this has been sorted for you, @pinkfloyd198. Please let us know if you have any further issues.

Hello 

I have received a final bill from OVO for a supposed period over 2 years ago. We switched to Octopus and called OVO a couple of months later when they stated we owed them money when we’d closed and switched with £0 to pay. They assured us that they’d rectified this on the system and all was fine. Two years later, I receive a letter with a final bill and back billing write off for £54. Then another letter stating we owed £34.45 - I searched the forum and the numbers on the letter were being discussed as a potential scam as they don’t align with the phone number advised in this forum. I tried emailing OVO, they said I can’t because I’m not a customer. I’ve tried calling - it says they are closed. I’ve tried their online chat, it refers me back to calling. 
 

So now I’m here registered on the forum before my details get passed to a debt agency unfairly. I want someone to talk to as I’m confident we don’t owe any money and this is now 2 years ago. 
 

Can anyone help please? 
 

Thank you 
 

Sorry, but that user doesn’t post publicly. I will ask ​@Nukecad to stop by.

Please also try to be patient. We see everything that gets posted here, but we don’t run a Forum call centre staffed by 1,000 agents - the OVO Forum is volunteer led and runs when we have free time to man it.

Hi ​@Blastoise186 

Thanks for your reply, for my own clarity, it’s volunteer ran by employees of OVO who are in their customer service team? 
 

I’m thankful for another avenue to try and get some help. 

No. There are some OVO Staff who patrol the Forum as they’re dedicated to moderator duties here. You’ll know them when you see them.

Everyone else - myself included - is a Forum Volunteer. We don’t work for OVO nor get paid for our time. We just do it because we can and because OVO lets us help out here.