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H
Rank 1
hillfort
Rank 1
March 19, 2022
Solved

Why am I still getting charged for gas? - my faulty gas meter was removed!

  • March 19, 2022
  • 84 replies
  • 4953 views

Hi for the last two months I have been getting billed for gas I could not have used as I no longer have a gas meter, how do I go about having this extra charge removed from my bill.

 

I have tried contacting ovo several times of the last couple of months due to errors in ym bill but have heard nothing from them, it took 3 months for them to accept that my meters are faulty and agree to replace them.

 

this error is costing my at least 40 pounds per month just now in gas charges and my electrictiy chrages range from 92p to over 10 pounds per day, this i kind of expect as I am all electric including my heating, however i have been charged 10 pounds on two sepecrate days this week when i was not in my home to use energy and my heating is manuel controlled by myself.

 

this is becoming more and more distressing I am not looking forward to see what they will be charging me next month.

Best answer by Tim_OVO

Updated on 18/08/26 by Ben_OVO

Hi @hillfort, 

 

I’m happy to help as best as I can here, but it sounds like you’ll need a member of our Support team to take a look at your actual account.

 

If the meter was removed and there’s no longer a gas supply at the property, it’s possible that the details haven’t been updated on the system yet. The Support Team can remove the meter details and remove any additional charges since the meter was removed. They’ll then rebill the account based on the removal of any backdated charges.

 

As you mention, if you have a gas supply to the house (even if it’s capped), you’ll pay a standing charge. It costs £106 to remove your meter and disconnect your supply. More info here:

 

 

It sounds like the billing platform hasn’t been updated to show this meter is capped. So it will be estimating usage based on your annual projection, based on years of usage history. Please speak to our Support team to get this flagged. 

 

Any charges that have been incorrectly estimated will be removed from your account if we’re made aware of the supply being capped. 

 

If you had your gas meter tested for a fault, the meter is always replaced and taken off site for testing. A new meter is fitted. The charges are then re-calculated based on the degree to which the meter is faulty. Is this what happened in your case?

84 replies

Show previous replies
J
Newcomer
Jonpit
Newcomer
March 17, 2023

As from today my account now accepts readings up to date, the Gas charges and gas meter has stayed away for about 10 days now.

it appears to have been solved!(?)

 

    Johnd1949
    Newcomer
    Johnd1949
    Newcomer
    March 17, 2023

    That is great news @Jonpit . My gas meter standing charges have stayed away now for more than a month, so it really does appear that OVO Energy might have finally worked out how to do it.  Not exactly a brilliant record but they do seem to have got there in the end. I’m still waiting for the apology that I was promised as part of the deal with the ombudsman but I live in hope.

      J
      Newcomer
      Jonpit
      Newcomer
      March 17, 2023

      I think this forum helped @Johnd1949 there was appeared to be more understanding of my problem after I commented on here, forum support was.. well … supportive.  It helped me to find others in the same situation and that eventually you had found a solution! 

      it seemed to stop the hours on chat or telephone each time to just have the same response, until the next time!

      maybe Ovo would like to create a team from those that have helped sort it out to disseminate the process?

        Johnd1949
        Newcomer
        Johnd1949
        Newcomer
        March 21, 2023

        I have now received an apology from OVO Energy and a (very) small “ex gratia” re-payment for all the pain they have put me through! It was quite a battle and I do hope that they have now got their systems sorted out so that, in future, others don’t have to go through it all.

        I am going to stick with them for my electricity supply for the time being, when my fixed price contract runs out next month, as there seems little point in switching suppliers in the present climate. However, I am still waiting to see how they cope with my SEG application.

          L
          Newcomer
          LAB18
          Newcomer
          April 14, 2023

          Had my Gas Meter removed 12 months ago but OVO still take Gas Standing Charge every month. They recognise this is a problem but can’t give a timeframe of when this will be resolved, has anyone else experienced the same ?

            M
            Newcomer
            MattatWhitstable
            Newcomer
            April 26, 2023

            Well mine was removed in September 2022 and every month I am being charged for standing charges plus for gas usage that Ovo estimates each month. They are taking the money by direct debit and recently sending myself emails telling me that my DD payments are too low given my “supposed” usage and that they want to increase my direct debit payment. I am just loss for words….

            It is good that someone on this forum has had a solution.

            1
            Newcomer
            103146433
            Newcomer
            April 26, 2023

            Had my Gas Meter removed 12 months ago but OVO still take Gas Standing Charge every month. They recognise this is a problem but can’t give a timeframe of when this will be resolved, has anyone else experienced the same ?

            Yes, but only 10 months ago.  The case is being handled by Ombudman Services.

            M.isterW
            Rank 6
            M.isterW
            Rank 6
            April 26, 2023

            Well mine was removed in September 2022 and every month I am being charged for standing charges plus for gas usage that Ovo estimates each month. They are taking the money by direct debit and recently sending myself emails telling me that my DD payments are too low given my “supposed” usage and that they want to increase my direct debit payment. I am just loss for words….

            It is good that someone on this forum has had a solution.

            Keep sending them the same meter reading and they'll eventually assume zero use.

             

            I had a call from the ombudsman and they have, unsurprisingly, found in my favour. OVO have a number of weeks to sort out the problem (close my account, refund the charges and pay compensation). I'll let you know if that happens.

             

            1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊
              Jeffus
              Rank 20
              Jeffus
              Rank 20
              April 26, 2023

              Had my Gas Meter removed 12 months ago but OVO still take Gas Standing Charge every month. They recognise this is a problem but can’t give a timeframe of when this will be resolved, has anyone else experienced the same ?

              Make sure you log an official complaint if you haven't already

              https://www.ovoenergy.com/feedback

              Jeffus
              Rank 20
              Jeffus
              Rank 20
              April 26, 2023

              Well mine was removed in September 2022 and every month I am being charged for standing charges plus for gas usage that Ovo estimates each month. They are taking the money by direct debit and recently sending myself emails telling me that my DD payments are too low given my “supposed” usage and that they want to increase my direct debit payment. I am just loss for words….

              It is good that someone on this forum has had a solution.

              Blimey... 

              Paying for estimated gas use.... 

              Get on the Priority Service Register and ask them to send a meter reader for that invisible meter? 

                Show more replies
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