Received another final bill after already leaving OVO?

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.