Hi there - first post on this forum (it’s called desperation!)
I noticed that my last bill (12th Mar-11th Apr 2022) did not include any gas usage, despite having submitted the readings as usual on the required date.
I contacted the help team via online ‘chat’ a couple of weeks ago - the agent agreed that there was a problem and would refer it to the back office billing team, and would set the priority to ‘high.’ I was given a ‘case number’ – 05137496.
No amended bill, so I tried the help chat again a few days ago, and was again told that the billing problems were being worked on.
This was followed up by a phone call trying to persuade me to have a smart meter fitted (no, OVO - bad time to be trying to interest me in more of your software and technology, I just want my bills correcting!)
On checking back further, I’ve discovered that all 3 of this year’s bills are missing charges for gas usage (i.e. standing charges only.)
My main concern is that the period in question includes the start of the higher tariff after the price cap was raised on April 1st, and also the time I was still in contract and paying much lower tariffs (until 9th Feb 2022), so if the problem is not resolved until a later date, I could end up paying for all this year’s actual gas usage at the highest rate.
I’ve been an OVO customer for many years, with no billing or other problems at all - I’m posting this partly to provide a record of the details of this unfortunate experience, but also as a potential warning to anyone else whose bills may have been less than expected in recent months.
Of course, if it prompts OVO to actually get a pencil and paper and out and correct these errors, that would be a considerable bonus.