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SMRuckley
Rank 2
November 11, 2025
Solved

Received another final bill after already leaving OVO?

  • November 11, 2025
  • 27 replies
  • 1030 views

Switched away from OVO back in June. In July the final bill was provided at £0.14 in credit on the 18th of July.
On the 31st of October I recieved an email saying that a bill was outstanding and that it needed to be paid otherwise my credit score could be affected.

 

The bill is £36.52 from the 18th of July, in direct disagreement with their first bill.

Its been 3.5 months and now we owe them.

 

I cant see why a charge is on the account, as we switched provider so arent on OVO to get a charge in the first place.

On the 31st of October I emailed hello@ovoenergy.com and got the automated:

Thank you for getting in touch.
You should get a reply within 48 hours. At busy times, it can take a little longer to reply. Please know that we’re on the case and there’s no need to get in touch again.

 

After getting no response, I sent the email to complaints@ovoenergy.com on the 6th of November.

 

Its now the 11th of November, and I havent had a reply, but another email.
 

Your OVO account: you have an outstanding balance.

 

Any suggestions on what to do?

    Best answer by SMRuckley

    All resolved.

     

    I passed all the information across to citizens advice. They suggested waiting 8 weeks for the ombudsman to be involed and offered to get in touch with OVO on my behalf.

     

    OVO have since called referencing that citizens advice has contacted them, and that they’re apologising for the lack of communication.

    They have sorted the balance issue and are closing my account.

    27 replies

    Show previous replies
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    December 1, 2025

    ​@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.

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    Newcomer
    markrow2
    Newcomer
    December 1, 2025

    ​@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.

     

     

    M
    Newcomer
    markrow2
    Newcomer
    December 1, 2025

    ​@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.

     

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    December 2, 2025

    Any progress ​@markrow2?

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    Newcomer
    markrow2
    Newcomer
    December 2, 2025

    ​@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. 

    H
    Newcomer
    Haruchan
    Newcomer
    December 2, 2025

    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.

     

     

    Hi Abby,

     

    I understand that you couldn’t access our accounts. I started with other supplier from 02 May and OVO included the charges on 01 May, so they did’nt count any less. The bills they attached with the second final bill (14 Nov) are the same as before, they have also charged the rates corrections, I think I’d just continuing checking with them.

     

    Again I sent email to them (hello@ovoenergy.com) on 26 Nov, no reply yet, I’d resent later today.

    But thank you for your help

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    December 3, 2025

    ​@markrow2 if you’ve switched supplier then this might have been caused by readings not being supplied to, or passed on by, your new supplier.

     

    When you switch supplier the new supplier asks for opening reads, which they then send off to the wider Industry for validation. Once the reads are validated, they’re sent to OVO to generate the closing bill. It could be the case that the opening reads used by your new supplier are estimated, or became skewed during the validation process, before being sent back to OVO. I’d recommend checking the opening reads used by your new supplier, as they should be the same as the reads used by us on the closing statement. it could be the case that the reads used by your new supplier are incorrect. If the reads are incorrect with both suppliers, a ‘read dispute’ may need to be raised.

     

    If you haven’t switched, and have moved out of the property, then it could be the case that a new tenant has sent incorrect opening readings, which means that we’d final bill you to those readings. If this is what’s happened then I recommend sending in a photo of the final readings, if you have this.

     

    Let us know how you get on.

     

     

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