Historic bills keep changing and random huge Balance Adjustment has appeared with no explanation

Exactly the same problem here.  I had a substantial credit built up with SSE, then a weird bill produced on 31st August quoted drastically inflated readings way above what my meters are currently showing.  This wiped out my credit and put me into debt according to them.  I currently have a dispute running but no progress so far.

Hey @reannasmith  

I’m sorry to hear about this.

BPLightlog has given some great advice on this already, especially the link to the Meter Reading Disputes topic which I think will be very helpful in this case.

I’d recommend getting back in touch with the Support Team to discuss this matter further and they can raise the Meter Reading Dispute if this is needed.

On my recent bill I received two changes of £1314.65 each marked ‘balance adjustment’.  No further information given.

After a lot of phone calling, I was bounced between the OVO helpdesk and the old supplier helpdesk repeatedly.  No-one has been able to confirm what these charges are for - one operator suggested it represents an adjustment for the gas meter reading going up by 6.5% over the course of the last year, but even if applied retrospectively over every month for the last year represents a monthly billing increase of 160%!

I have raised a complaint but this in turn seems to have disappeared.  My confidence in OVO or SSE directly resolving this is pretty low.

My questions:

Is there any scenario where a small increase in a meter reading could result in a charge this large? 

Am I now at the point where I can put in a complaint with the ombudsman?  I seem to have exhausted all contact possibilities with OVO directly, and even after numerous calls no-one has been able to even explain this charge, let alone rescind it.  All my old supplier and OVO have done is blame the other, while confirming that the erroneous charge still stands.

Any help appreciated.

Hi @danshoebridge 

I’m really sorry to hear about this.

We don’t have access to accounts here at the Forum so we won’t be able to access things like your complaint.

You can take your complaint to the Ombudsman after 8 weeks of OVO trying to resolve the issue but haven’t been able to reach an agreed solution by the 8 week deadline.

I’ve linked to a helpful topic on complaints here:

With regards to the Balance Adjustments, it may be that the wrong reading was sent over by the previous supplier and a correction had to be made, among a number of other reasons. I’ve linked to a really helpful topic on Balance Adjustments that you may also find useful: 

You’ll need to get back in touch with the Support Team to resolve this as we don’t have access to your account. I’d ensure that your complaint has been escalated and take note of the complaint number if you need to go to the Ombudsman. 

Being migrated to OVO has been a truly bad experience and despite having a “point of contact” for my complaint, nothing is happening.

1. I received a final balance notification for migration from SSE on 6th Jan 22 which was £178.55 in credit - My opening balance at OVO on 6th Jan 22 was £178.55 in debt.
2. There are other opening balances that do not match the previous closing balances.
3. Loads of bills are missing from the portal.
4. There are bills on the portal that differ to the bills emailed?
5. 2 card payments I made which appeared as credits on following bills were deleted months later leaving me in debt but no explanation.
6. Bills generated in July have been regenerated months later with different figures? Is that legal because I’ve already used them in VAT returns.
7. I get a letter telling me I am £60.05 in debt - so log on to pay… it clearly says pay £60.05 to clear the balance but looking at the current billing period, OVO has me at £300 debt again.

OVO is a mess and clearly has technical issues and struggle to manage finances appropriately.

Has anyone else had a similar experience or am I just “special”.

Cheers

Sorry, but this forum can’t handle account-specific issues.

Please call 0330 303 5063 or use Live Chat at https://ovoenergy.com/help 

Join the club.  After years of being perfectly happy with SSE, I find Ovo to be a shambles.  There’s a whole group over on Facebook with nearly 8,000 members and rising discussing their complaints.  

I keep hoping it’s teething problems following migration but I won’t hold my breath waiting on my current dispute being sorted and things improving in the future.

Our Support team will be keen to get this sorted for you, @sta4d. All contact channels are listed here. 

It’s true that some customers who recently joined OVO have had account issues following the migration from their old supplier, but as a percentage of the millions migrated this is still very much in the minority. Nonetheless even 1 is too many and we should do all we can to put this right. Our intention is to do just that. 

Keep us updated,

Tim

My account migrated from SSE to OVO  and there was an adjustment to my final statement from SSE where my account was incredit.  I have phoned OVO , and they said I would have to contact SSE final accounts department as they need to make the adjustment,  how can I do this if there is no contact for them. So my OVO account is showing in debit. I'm at breaking point trying to get this sorted I have only moved into property at the beginning of September prior to this there was no one living in property as there was a lot of renovation work being undertaken