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.