Overcharged WHY

Hey ​@Tricko,

Thanks for reaching out. Since we’re a public-facing customer forum, we don’t have access to individual accounts, which means we can’t see all the details of your situation. It looks like there was an issue with the previous readings not being supplied, which led to some incorrect estimated charges when the new meter was installed. The result is that it appears your account has been rebilled based on new information, and the email you shared explains what you owe and what you don’t.

For the best help, I recommend continuing the conversation with our Support Team. They can look at your account and provide you with tailored help. Unfortunately, we can’t dive into specifics here due to the open nature of the forum, but I’m sure the Support Team will take great care of you!

If you are unhappy with the recalculation, you have the option to file a complaint. One of our complaints handlers will investigate the circumstances surrounding your issues and work with you to find a resolution. If you are not satisfied with the resolution provided, you can escalate the complaint to the ombudsman. All relevant information will be forwarded to them for further investigation and to reach a final decision.

If you need to raise a complaint, you can find out more about our complaints procedure on the website: https://www.ovoenergy.com/feedback.

Thanks for your help. I will tell my brother to file a complaint. He’s in a small two bed property with his young son and we cannot work out how he is being billed this much. We pay far less than him in a three bed with two big teens, showering all the time!