I hope you can help me.
We came to OVO from SSE at the end of December, when with SSE we had our bills quarterly. Each quarter SSE would email me asking for a meter reading, I would return the reading and SSE would send me a bill through the post that I would pay, job done.
At the end of December we received our end bill that was for £540.51. I paid that bill by cheque, one cheque for £212.14 for the gas bill and £328.37 for the electric.
I then received an email from OVO saying we were now going to be changed to monthly bills, this was done without any consultation with us. I then received an email asking for a meter reading which I gave on the 16th/17th of January.
We had still not received a bill by the 31st Jan so I rang to find out when I would receive the bill. I also asked if we could go back to quarterly bills, I was told that OVO where keeping SSE customers on the same plans as they were on with SSE, I pointed out that we were on quarterly bills with SSE, that were paid by cheque, I was told it would be raised and given a case number.
I was then told the bill for January had been paid out of my credit, I was very confused. I went on line to find that there was an online bill for £274.74, but that we were in credit £53.63. I tried to explain that we couldn't be in credit, as I had paid the bill we were sent and nothing more, I was told my account (and saw) that the account showed that I had made payments of £212.14 on the 5th Jan and the £328.37 on the 18th Jan twice. No I haven't, I asked at this point to have paper bills as we used to have with SSE and I asked for the over payment to be checked. The gentleman I was talking to went to check and we were cut off. I rang back and spoke to someone else, I explained again and was told to check to see if the money had been taken out of our bank twice. This would have been impossible as we pay by cheque not standing order.
The £328.37 has obviously been entered onto the account twice.
On the 1st February I received another email saying that I would receive a statement on the 7th Feb which I could see on line. I just want a bill to pay.
Today I find the account updated, but still not corrected.
So we would like help with
Our bills put back to quarterly as with SSE
Paper bills so we can pay by cheque
A paper bill for the January payment we still owe of £274.74
The over payment of £328.37 removed.
Best answer by Jess_OVOView original