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Hoping someone can offer some advice. I’ve wasted a year of my life trying to sort this issue out and it appears to be beyond OVO’s capability!

I’m a duel fuel customer who was migrated from SSE to OVO.

I have to admit I hadn’t checked the portal for some months and when I did I noticed I had a large credit on the account.

It turns out I wasn’t being charged for Gas usage - just the standing charge. So I manually entered meter readings for Electric and Gas and hey presto I was retrospectivity charged for Gas usage. Electric has always been charged for correctly.

That was September last year and the last time I was charged for Gas usage. I’ve been told mutiple things e.g. it’s a known technical issue and will be resolved within 48 hours to the supply address on my Gas bill is incorrect (it is … OVO mistake not mine) and that would be sorted however so far neither has the address been updated or have I been charged for Gas usage.

I wouldn’t mind but until this is resolved I am unable to request a rather large refund I am owed. So for the time being I have cancelled my direct debit.

Anyone have any ideas how I can get this resolved once and for all!

Hi @jubug ,

Sounds like your best options are listed at https://ovoenergy.com/feedback. This forum cannot access your account so we can’t fix this from here.

Hi @jubug

Sorry to hear the hastle you have had with OVO trying to get this resolved.

No issue should take over a year, that is shocking service. You are not the only poster recently saying an issue is taking a long time to resolve. It is not good enough. 

I agree put in a complaint and make it clear how long you have been waiting and the conflicting information you have been given. 

https://www.ovoenergy.com/feedback

If OVO still haven't resolved it after 8 weeks ask the Energy Ombudsman for help

https://www.energyombudsman.org/

If you post how you get on it may well help other customers in the future.

I assume you have a smart meter from your post, is that correct? 

Hey @jubug,

 

I’m really sorry for the issues you’re having,

 

I’ll ask Forum_Support to reach out, please keep an eye on your private messages, 

Keep an eye here 

https://forum.ovoenergy.com/inbox/overview

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