Live billing, meter readings and understanding my online account

My credit on the dashboard of my account showed £450 in July. It had steadily increased throughout so i assumed that was how much i was in credit by. I cancelled my DD because they continually wanted to increase my DD to a ridiculous amount. I wanted to pay what was owing, I thought I would use the credit that was showing on 'today's balance' on my dashboard on the home page. A payment of £116 went off it and took my balance to £57 and then in a matter of minutes it changed again to £44. My calculations means the balance should have gone down to approx £330. When i questioned this, they said my statements showed a completely different balance and that my balance had never been in credit by 450. They didn't have a clue what I was talking about. I don't know what the hell is happening with their dashboard, why put a completely different balance on there if it isn't your balance?!

Can you post a screensot of the “dashboard” you talk about so that we can see exactly what you are meaning and we don't go off on a tangent about something else.

To start with are you talking about the app, or the web portal, or your In Home Display, or even the meter itself?

And just to be sure I assume that you still have a credit meter and haven't changed to PAYG?

This is the homepage on the ovo app. I have a normal meter where I give monthly readings 

Good, that is the “Live Balance” that shows in both the app and the online portal.

PS. As it notes you have an old version of the app and you really should update it).

It is showing that at the end of your July billing period (on 31st July) your balance was £57.37,  in the 4 days since then you have used energy and standing charges and so it has reduced to £44.56. ie. You have used about £3.20 of energy and standing charges each day, which sounds reasonable. (I'm a low user by most standards and I'm currently using about £2.50 a day).

The “Live Balance” reduces each day as you use energy and standing charges. (That tends to happen between 8 and 10 in the morning each day but can often be later or sometimes earlier).

It increases again when you make a payment or a DD payment is taken.

TBH it is an indication for your convienience and you should be looking at your monthly bills for a truer picture. 

What balance do your bills show for each of April, May, June  and July?

In the app select “Bills” at the bottom and then select each bill and note “Closing Balance” for each one.

I'm not sure where you are getting that £450 balance ftom, are you sure that it wasn't £45 which would make much more sense?

PPS. As you are using about £3.20 a day at the moment in summer it will be much higher in winter, so a DD amount of £116 a month sounds a bit too low.

You can change to pay on demand and you will pay less now that it is summer, but you will need to pay a lot more when winter comes back.

No it showed 450 before it changed this morning when the bill came out. It has shown 450 all month of July. I stopped my dd for July because they kept wanting to increase my dd to ridiculous amounts even though it was showing 450 in credit. I paid what was owing for July from credit. I have restarted dd for Aug as a result.

You say that it showed £450 in credit, can you show us that?

As I asked above, what do your actual bills have for the closing balances for each of April, May, June  and July?

For example this is mine for July which shows that I was £46.40 in debit on 24th June, I paid a DD of £102, I used £50.12 of energy and Standing Charges, so my closing balance on 23rd of July was £5.48 in credit.

Again; what do the closing balances on the monthly bills say?

It is the monthly bills that count, not what the day-to-day “live billing” might say or not say.

In fact, whilst I only asked for the past few months, if you think that something is so wrong then you will need proof in the form of a record of your usage and payment over the last 2 or 3 years at least; and that will be on the billings.

(I download a PDF of my bills each month, so that I have a permanent record of them just in case it’s ever needed).

There are some misunderstandings afoot here, I think. First:
  

Your first screenshot. That isn’t taken from the OVO Energy app, but from an OVO Energy website. We can’t see the URL, but the notice at the top makes it clear that you’re in the wrong place! The proper address for your account website is https://account.ovoenergy.com. This will automatically change to https://my.ovoenergy.com to prompt you to sign in.​​ ​​It looks as if your browser may have cached an old version of the page (but it’s a long time ago that it changed).​​​ Try clearing any cached data for ovoenergy.com from the browser and try again.

Alternatively, you may find it easier to use the OVO Energy app on your phone. It’s available here: Download for iOS or Download for Android. 

Thanks for noticing that ​@Firedog 

I has seen it was a screenshot from a phone and had just assumed that it was the app.
I should have looked closer of course.

Odd that ​@Kc1234 has such an old webpage though, maybe a bookmark to an old version?

But whether it’s the app or the web portal then the proof will still be in what the actual bills say and not what “Today’s Balance” says at any time.