Since my Fixed rate deal expired in November last year I have experienced problem after problem with the level of my DDR payments, Meter readings being ignored and my Anniversary date being extended by 4 months.
At the outset on the variable rate tariff, my projected usage was estimated at 40% more than previous years (We have been OVO customers for 5+ years). I carried out detailed projections of my own, including the outrageously increased standing charges, and arrived at a monthly figure that I felt would comfortably cover our annual usage. Several phone calls later resulted in their agreeing my figures and reducing my DDR payment to the level I requested. They gave me a small compensation payment, which I gave to charity. 3 weeks later, I received an email informing me that my DDR payments were going to be increased again! This has been repeated in spite of calls and agreement to leave the payment unaltered. Why?
I then discover, following another email notifying me of another intended increase to my DDR, that my anniversary date (anniversary meaning 12 months) has moved from November 2023 to March 2024, which then of course adds a 2nd winter quarter to the equation, further confusing the issue. No-one at OVO can explain why or reset it. Why?
I now find that my most recent bills have used estimated readings to calculate the cost in spite of my submitting readings on the due date every month, which are confirmed on the readings page and even quoted on the bills along with the estimated readings. Again, no-one can offer an explanation or correct the bills, only that ‘it will all come right on the anniversary date’, which is wrong itself. Why?
I have spent hours on the phone and writing emails to no avail.
Any help would be gratefully received before I lose my sanity.
Hi
Welcome to the customer customer forum, i am just a customer like you, so this is my personal experience built up over several years on the forum. The OVO moderators may disagree with some things i have written and as i am not an OVO employee it is impossible for me to get everything correct all the time.
No one on the customer forum can access your account, including the OVO moderators so no one here will be able to give you personalised responses.
Honestly, if you are now out of your fixed contract and are getting frustrated, then consider switching to another supplier. The faster switching service means that now in normal circumstances a switch is meant to happen in 5 days.
Here is some general information around the points you have raised. Some or all of this you may already know. I hope it helps, feel free to ask follow up questions. I am sure one of the regular posters or OVO moderators will be able to provide some general advice on most things.
1. No Anniversary dates on variable plans. There are no anniversary dates on variable plans. They are rolling plans. You can see this on the plan page. Here is mine for example. There is no such thing as extending anniversary dates on variable plans. They have no end date or anniversary date.
https://account.ovoenergy.com/plan
2. Future Annual Consumption
Your direct debits are driven by the Future Annual Consumption figure you see on the plan page on the website not the app
https://account.ovoenergy.com/plan
So here is mine for electricity for example.
This works much better if you have a smart meter, it doesn’t work as well if you only submit one reading a month.
This is automatically updated as the system sees how much you use.
There is a bit more about it here
There is no way for OVO staff to manually adjust the Future Annual Consumption.
The figure is calculated based on rolling data over a longer rolling period than 12months, so your comment about the 2nd winter period being added is completely normal. I haven’t heard of anyone managing to recreate exactly the same number manually ever.
3. Meter Reading.
I assume you don't have a smart meter, if so i suggest you think about getting one if you can. This is the easiest way to sort out the issues with the date you submit meter readings and should make the Direct Debits more accurate.
4. Direct Debits Fixed vs Variable plans
These are worked out completely differently on fixed vs variable plans.
There is no Anniversary date with variable plans when your balance will reduce to zero.
A. On fixed plans the DD level is worked out to leave you with a zero balance at the end of the plan
B. On a variable, the DDs are worked out on a continually rolling 12 month basis.
5. Direct Debit freezing
The only reliable way to freeze a DD at a lower level is to call the collections number rather than the Support number.
Collections have more flexibility. But even then you can only freeze your DD for 3 months, then do it again for a second time after that.
0800 0699 831
Make sure you explicitly ask collections to freeze your Direct Debit for three months, else it may not happen.
I wouldn't bother trying to do this via the normal support phone number.
If your DD is so high that you build up what you think is too much credit, you can call collections and ask for a refund of up to 100% of your balance on a variable plan, but i wouldn't recommend that much. Obviously any refund may impact your recommended Direct Debit.
Ofgem are engaging with OVO about direct debits to secure improvements or adequate reassurance of compliance generally. OVO were one of only three suppliers in this position at the time of this latest update from the regulator Ofgem.
6. Timing of manual readings for bills.
There is no easy answer to this. Try searching for similar threads on the forum to get a gist of other examples.
Basically you would be better off getting a smart meter if you haven't already. That is the only real solution.
Apart from that, you could try submitting readings a few days around the due date.
Then even if the bill has an estimated reading, it will be based on a very recent manual reading. There is no way to change this.
There is no way to completely guarantee you won't see an estimated reading on a bill in my experience on the forum if you don't have a smart meter. Although it won't make a difference how much you are charged over a longer period.
7. Emails.
OVO have been gradually removing emails as a communication mechanism, so I wouldn't recommended using it going forward for anything with OVO. You may stop getting timely or any responses.
8. Standing charges
These have increased for everyone on variable plans and people coming off fixed plans. Covering the costs of 28 failed energy companies, investments for net zero and inflation etc. mean the days of low standing charges are perhaps gone forever. It is an industry wide challenge not limited to OVO. It may well continue to increase.
Assuming you are on the variable plan, Ofgem will release the price cap changes on 25 May 2023 for the 1st July.
So we will get some idea what ovo will charge from 1st July then in terms of standing charges and unit rates.
But will have to wait till ovo release their own actual rates before the 1st July.
Anyone on variable plans will see rates change every 3 months, this use to be every 6 months.
9. Formal complaint
If you are not happy with anything OVO have done you can always raise a formal complaint if you haven't already.
https://www.ovoenergy.com/feedback
If you are then still not happy after 8 weeks you can ask for help from the Energy Ombudsman. You can also ask OVO for a deadlock letter within the 8 weeks which they may provide.
