Received another final bill after already leaving OVO?

Hi ​@SMRuckley ,

Don’t use email for this!!! It’s literally the slowest method (other than post).

You should use Live Chat or Phone instead - they’re 100x faster even if you prefer email.

Hey ​@SMRuckley, 

I’m really sorry to hear that you’ve had some trouble with your final bill after switching away. Just a quick check: does your bill actually say it’s the final one? Sometimes, customers think that the closest statement they receive after switiching is the final bill, but it can take up to six weeks for the true final bill to arrive.

I’ve included some additional information below to help clarify how this works. If you still have concerns about the final bill, it might be best to reach out to our Support Team by phone or live chat using the link below. If you send an email and your account is closed, our system may have difficulty connecting your email, which could be why you haven’t heard back from us. 

Here’s an overview of the process for switching suppliers:

You don't need to make us aware if you're switching suppliers. Your new supplier will do this and they’ll send your opening meter readings to us.

We'll use the opening meter reading from your new supplier to calculate your final balance, prepare your final statement and close your account.

The final statement will be sent to you within six weeks, and we'll email or post it to you. 

The statement will show:

• Your recent energy use
• Any money left to pay and how to pay it
• Any money we need to refund you (if so, we'll post a cheque within ten working days of your final statement)

Morning ​@SMRuckley, I hope you’re well.

Have you heard back from Support about this yet?

Hi all,

The bill I received back in July does say Final bill along with the bill at the end of October.

I tried the chat support but after 25 mins of it saying we're finding someone to connect with, it just says conversation ended.

Support and Complaints havent responded yet.

Thanks

Sam

Hi again ​@SMRuckley,

Have you heard back from them as of yet? If not I hope you’ll be contacted today.

Hi ​@Ben_OVO,

Somewhat, they left a message tiday on my partners voicemail asking us to recheck the email they sent on the 29th of October and to call them back.

I’ll try and call them back but email is far easier, and its written down.

Hi ​@SMRuckley if they’re trying to call on your partner’s phone then that number must be linked to the account.

It might be worth calling when you’re together to ensure you can pass the security checks. They’ll also be able to ensure that both of you are listed as financially liable on the account.

Let us know how you get on.

Hi ​@Ben_OVO,

Both numbers are linked to the account as its usually myself who sorted out account issues and we're both receiving text messages regarding the balance.

I'll call them later.

But no sign of any email confirming a complaint has been raised or any case number.

Thanks

Sam

I got a text message this morning.
Were writing again about the money you owe. If you cant pay now, please call us on 0800 408 4725 (Mon-Thu 8am - 8pm)…

Ive them a call, lines are now closed, but tells me that online chats are open till 8pm.

 

We're really sorry but Live chat is currently closed. Please try again when we're open

6:48 PM

Business said

Our working hours are between 8am to 6pm weekdays, 9am to 2pm on Saturdays.

6:48 PM

Your conversation has ended

November 18, 2025 6:48 PM

I’ll give another call in the morning.

I dont understand why this is all wrong information and so difficult. I still havent had any acknowledgement of a complaint in an email.

Same. My account closed in May, paid my final bill in May. Then I received another final bill for £5 few days ago. it’s strange because I’ve settled my final bill months ago, and no explanation of this charge… emailed them and no response yet. 

Morning,

I have contacted OVO and have been told a complaint holder will contacting me tomorrow.

No information other than that. 

Interestingly I sent the email to support on the 31st of October.

Then forwarded to complains on the 6th of November.

Then emailed again to complains on the 11th of November.

The complaint case was opened on the 15/11/2025, 12:37

So I guess thats progress.

Without looking at the account I find it hard to imagine what’s happened here ​@SMRuckley. I really hope you are contacted as promised.

​@Haruchan sorry to hear of the similar issues you’re facing. Please let us know how you get on when you speak to Support.

Great news, I’m happy it’s been resolved for you ​@SMRuckley!

Thank you Ben, they emailed me back, said the “second final bill” is based on the additional reading on 02 May. My question is they sent final bill on 19 May and they didn’t include this reading? Also my account closed by the end of April, so the timing looks strange to me…

Hey ​@Haruchan 

Your new supplier would have agreed to our final reading submission when you opened an account with them, have you checked what reading they’ve used to open your account with? Does this match what you’d have expected for 2nd May? 

I would check both readings. If you could show us a screenshot of the last final bill you received that might be helpful also as we don’t have access to accounts here at the Forum, it can be tricky to guess what’s going on.

I’ve linked below to a couple of other helpful topics, but if you could give some more info, we might be able to suggest further help:

Hello Abby, 

Thank you so much for your quick reply and for keeping an eye on this – it really helps.

The OVO closing read was 2045.7 and my new supplier’s opening read was 2051.2 – that difference is only ~5.5 units. At 28p/kWh it should be about £1.50 plus a little standing charge, but the £5 bill has no breakdown and the amount still doesn’t add up.

It’s not big money, but I’m worried that paying now might lead to more surprise bills later (this one already arrived 6 months after I left), which feels quite unsettling.

I’d prefer to keep everything in writing by email because of my irregular working hours and because I’m not a native speaker – phone calls can easily cause misunderstandings.

I’m sorry I can’t share screenshots on a public forum, but if it’s necessary do you think I could send to somewhere else?

Thanks again for your help! Appreciate that you guys are here to help!

Hey ​@Haruchan 

As we don’t have access to accounts here at the Forum it can be really tricky to tell where that’s coming from without further information. The Support Team can be contacted via email as well as live chat too, so it doesn’t need to be over the phone. 

The final bill should explain where this £5 bill is coming from including the charges and dates this is from, but without seeing this I can’t say what’s caused that. 

The timing of the rebill sounds most like a read dispute was raised, hence the discrepancy between your new supplier’s reading and our closing reading. Do you know if they’ve used the correct date to open the new account? 

You mentioned the account was closed at the end of April but also that it closed in May, when was the account closed? As I said, with limited information, we can’t say for certain why this has happened but it sounds like there’s a discrepancy in the opening/closing readings and dates that’s caused the change and a rebill. I would have a look for that final bill with the charges on as this will explain where they’ve come from, if you can’t find a copy of the final bill, you can ask the Support Team to supply you with a copy.

I do not have any advice that might help I’m afraid, but I sympathise as I am in the same position.

I paid my final bill and then a few weeks later had it re-opened for no reason I can understand and the account moved immediately to collections.

Anyone advising you to contact support by phone or to use the chat has obviously not tried to use it recently. You can spend hours on hold, often just getting cut off at the end of your wait

Even if you are lucky enough to speak to someone the chances of them being able to help you are zero.
 

I’ve wasted many many hours trying to resolve it and have not even managed to speak to anyone yet who might be able to help. I have raised 3 formal complaints (and have the reference numbers) but no one has been in touch about them. 

In the meantime I am constantly harassed and threatened by phone, email and text by their collections department.

For those wondering about how a supplier generates the final bill when a new supplier takes over, our friendly neighbourhood cephalopod explains the process here: The secret life of an opening meter reading | Octopus Energy 

It can take a long time for the validation service to arrive at a conclusion, which might explain why a second ‘final’ bill can turn up once the process is finalized. 

​@markrow2 I’m sorry to hear that this has happened.

Have you checked the new final bill to see if the readings are correct? If they’re correct then the bill is correct.

If you’re struggling to get a reply give OVO a call on 0330 303 5063.

Any progress ​@markrow2?

​@Ben_OVO 

To answer your earlier message, I have checked the meter readings being used on the revised Final bill and I know they are incorrect.

And no, I have still not had any response to my complaint, beyond the initial automated emails promising a response within 24-48 hours.