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nayalg
Rank 1
February 20, 2024
Solved

Large bill following switch from another supplier

  • February 20, 2024
  • 14 replies
  • 1172 views

I was associated with SSE on fixed contract and was paying  £105 from April’22 to Mar’23 and  £108 from April’23 to June’23. Payment was made via DD before SSE acquisition to OVO in June’23.

My account migrated to OVO with £1,247.64 due amount. I have tried to reach every forum of OVO to explain me the reason for overdue but no response or any rational. I have written multiple emails too but none has responded even Raman’s Team. Calling customer care gives answer “you have to pay the amount what is mentioned and there is access to SSE system hence they can’t check”. 

My justification that month on month usage is within the range of  £110 - £130 (before OVO and with OVO) is not making any sense to them to investigate. Though I started paying partial amount and due has come down but still want to figure out why I am being charged without justification and how can I reach to resolution?

I am clueless and no hope to sort out the matter. Looking for guidance and way forward.

Best answer by Emmanuelle_OVO

Updated on 15/08/25 by Emmanuelle_OVO:

 

Hey @nayalg,

 

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

 

As other Community Members have suggested, I’d advise looking into your meter readings. It may be that the meter readings used to close and open your accounts were out of line estimates.

 

There’s more about this topic here:
 

 

You can access your OVO statement history via your Online Account. If you contact the support team they’ll have an archive of the statements from your previous supplier and can send you the PDF.

 

If a direct debit falls below the energy usage a debt balance will build but I would hope you’d have been contacted by your previous supplier with regular statements and a request to increase the direct debit if that was the case. 

14 replies

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S
Newcomer
Scott S
Newcomer
February 27, 2024

Apologies for not being clearer. I meant that I have an OVO customer ever since they took over from SSE, but my understanding from something I read is that the switch did not occur in name until late last year. 

I will check the readings from SSE. 

Thanks 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
February 28, 2024

Hey @Scott S,

 

Sorry for the issues you’re having,

 

It sounds like your account needs a read dispute, which either means the opening meter reading from when you switched to OVO, or the closing meter reading when you switched away is an out of line estimate. 

 

There is more information about this topic here:

 

 

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    D
    Newcomer
    DEC87
    Newcomer
    March 3, 2024

    Please do not panic, this is an error on there behalf not yours!! 

    I have went through every emailed bill from ovo from December 2022 up until this month. I have literally this evening printed 177 pages of evidence that something is certainly wrong with there system

    1) I have 4 different bills for each payment period. The one I have received every month, a remake of all billing periods recreated on the 9th of December, a third copy for each billing, all of which were generated on the 9th of February and the online account version generated today the 3rd of march.

    2) every single one of these bills for the same billing period are extremely different.

    3) my billing period from March to April 2023 is completely missing from the monthly ones, and the generated ones I recieved. my debit for the previous billing period (feb to march) on my monthly pdf bill was £202 and my debit for the following billing period (april to may 2023)was £1236, that's a major jump with no bill for the month this occured. Due to my fathers passing i completely missed this as did not keep track of my online accounts for months.

    4) my Jan to Feb (2024) period on one bill was £547 in debit, on the other one and my online one I'm £2002 in debt.

    5) My usage for Feb to march 2024 is 213.13, under my direct debit payment of £240 per month but on one bill for the period December to january my gas usage alone was said to be £437 and on another bill for the same period its £171... 

    6) if you do a little search online, you can see there have been many others

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      March 8, 2024

      Hi @DEC87 

       

      I’m really sorry to hear you’re.

       

      I’ll have the Forum Support reach out to you to help get this resolved as I know you’ve been having difficulties for some time now. 

       

      You should receive a private message here soon: https://forum.ovoenergy.com/inbox/overview.

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      OVO (S) Gas Limited is part of OVO Group Ltd