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reannasmith
Rank 1
September 21, 2023
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Historic bills keep changing and random huge Balance Adjustment has appeared with no explanation

  • September 21, 2023
  • 75 replies
  • 9835 views

Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly?

 

I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month. 

 

Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit. 

 

I’ve checked back on my emails and as recently as May I was £95.62 in credit. 

 

I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58. 

 

There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again. 

 

I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extortionate. 

 

I explained when the property moved to OVO I worked out with the support team then what we owed and already paid it in full. 

 

Just very confused and stresses as there doesn’t seem to be a way to resolve this, can anyone advise?

Best answer by BPLightlog

Updated on 03/08/26 by Chris_OVO

If you’ve noticed a big balance change on your online account or app then your previous billing may have been adjusted due to a billing error on our side, or because you’ve submitted a meter reading that’s out of line with previous estimates. 

 

Hi @reannasmith , that sounds quite a shock. The adjustment of bills is something I’ve been suggesting that is signposted better as online, you can’t tell what or when things were adjusted. 
 


On the switch from SSE, it may be a bad transfer caused either by bad readings or not taking any final payment into account. 


You may need to look at challenging the transfer readings unless you know these were not affected. 


Hope you get it sorted. 

 

To discuss a balance adjustment please contact our Support Team:

 

75 replies

Show previous replies
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
April 25, 2025

Hey ​@GemmaVincent 

I’m really sorry to hear of the issues you’re having, 

We’ve had another community member report a very similar issue, I wonder if there is any helpful advice on this topic:
 

 

Renewable Energy? Big Fan.
Newcomer
GedH
Newcomer
September 12, 2026

hi all, we have a sudden quite larger negative “Balance Transfer” on our bill. All readings on meter are up to date and nothing unusual other than this. Any ideas ?  

Nukecad
Super User
NukecadSuper User
Super User
September 13, 2026

“Balance Transfer” seems an odd item to have on a bill, is that all that it says?

I’d be asking where has it been transferred to?

If you have a large credit then is it possible that you have asked for a credit refund and it’s that which has been transferred to your bank?

Nobody here on the forum has access to customer account so the best we could suggest is that you contact support tomorrow.
(You might be able to use the Social Media links, or the Webchat today).

 

 

I said, Hey - Watts going on.
    Newcomer
    GedH
    Newcomer
    September 13, 2026

    Yes i will give them a call, it is a debit not a credit. Friday the invoice was as expected after DD day, by Saturday it had this debit applied making it look like we are in a years worth of debt, almost like it has not taken account of the whole years direct debits. Must be a glitch, i will call them Monday. 

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    September 14, 2026

    ​@GedH good morning and welcome to the OVO Forum community.

     

    Please let us know how you get on following ​@Nukecad’s advice. We don’t have access to look into this via the Forum, but our Support Team will be able to give you all the details.


    Hopefully this can be resolved for you quickly.

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