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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
M.isterW
Rank 6
M.isterW
Rank 6
May 9, 2023

I've had an ombudsman ruling in my favour over this issue. I'm now waiting for OVO to comply with the ruling.

 

Surely it would be cheaper and less hassle for OVO to fix the problem, rather than deal with endless complaints and ombudsman rulings?

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
    May 9, 2023

    I have tried to contact OVO but they don’t seem interested the bill today 9th May risen to £1900 I just give up perhaps when they come to disconnect me or take me to court they will see I HAVE NOT GOT GAS

    Is the Energy Ombudsman involved in your complaint @caroline Rose 

    C
    Newcomer
    caroline Rose
    Newcomer
    May 9, 2023

    Hi Jeffus yes I have just involved them today I hope someone can sort this mess out OVO don’t seem to understand 

    L
    Newcomer
    LAB18
    Newcomer
    May 10, 2023

    Hi @LAB18 

    Yes, once the system had finally accepted that the gas meter had gone, they recalculated all my charges back to the date of the meter removal, removing all the gas standing charges, and added them back onto my credit balance. As they had previously asked for a ridiculously high DD and their system wouldn't let me reduce it until it finally realised that there was no gas supply, I am now slowly working through a credit balance of more than £700! I figured that,as I'd already paid it over to them, I might as well leave it there as a buffer in case of further energy price shocks.

    Can you tell me who at OVO dealt with your issue, I’m at a complete dead end now having exhausted the complaints procedure & the Ombudsman intervention still hasn’t stopped the gas standing charges, many thanks 

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    May 10, 2023

    Hi @caroline Rose 

    I’m really sorry that you’re not getting any further forward with all of this.

     

    It’s a shame that it’s had to go to the Ombudsman, rather than it being resolved by the Support Team. Keep us updated on how you get on with this as any update you provide may be helpful for other users.

     

    Currently Playing: She's Electric
    C
    Newcomer
    caroline Rose
    Newcomer
    May 10, 2023

    Hi Abby my case worker has left OVO so I have to wait for a new one to be assigned before anything came move forward but in the meantime more letters keep coming and price keeps going up bloody joke I think

    Johnd1949
    Newcomer
    Johnd1949
    Newcomer
    May 10, 2023

    Hi @LAB18 ,

    I seemed to get passed between a number of so called “Advanced Resolution Specialists” who all seemed to be more concerned with furthering the “complaints process” than actually solving the problem that had begun it! 

    The one person I eventually dealt with, who actually seemed to realise that “resolving” a complaint was perhaps best dealt with by “solving” the problem, was a lady called *edited by mod*. I don’t know whether she is still there, she was clearly destined for higher things! The first time I spoke with her on the phone I was conscious that here was somebody who was actually listening to what i was saying and thinking about a solution, and then she actually achieved it.   I hope you can find her.

     

     

    L
    Newcomer
    LAB18
    Newcomer
    May 10, 2023

    Hi @LAB18 ,

    I seemed to get passed between a number of so called “Advanced Resolution Specialists” who all seemed to be more concerned with furthering the “complaints process” than actually solving the problem that had begun it! 

    The one person I eventually dealt with, who actually seemed to realise that “resolving” a complaint was perhaps best dealt with by “solving” the problem, was a lady called *edited by mod*. I don’t know whether she is still there, she was clearly destined for higher things! The first time I spoke with her on the phone I was conscious that here was somebody who was actually listening to what i was saying and thinking about a solution, and then she actually achieved it.   I hope you can find her.

     

     

    Many thanks for your response. Your experience with the Advanced Resolution Team is exactly the same as mine, I’ll try & request contact with *Edited by Mod* & see how I get on. What I don’t understand is, there’s a number of us customers with the same problem, why can’t they just rectify it  for all of us!

      L
      Newcomer
      LAB18
      Newcomer
      May 10, 2023

      Hi @LAB18 ,

      I seemed to get passed between a number of so called “Advanced Resolution Specialists” who all seemed to be more concerned with furthering the “complaints process” than actually solving the problem that had begun it! 

      The one person I eventually dealt with, who actually seemed to realise that “resolving” a complaint was perhaps best dealt with by “solving” the problem, was a lady called *edited by mod* I don’t know whether she is still there, she was clearly destined for higher things! The first time I spoke with her on the phone I was conscious that here was somebody who was actually listening to what i was saying and thinking about a solution, and then she actually achieved it.   I hope you can find her.

       

       

      Many thanks for your response. Your experience with the Advanced Resolution Team is exactly the same as mine, I’ll try & request contact with *edited by mod* & see how I get on. What I don’t understand is, there’s a number of us customers with the same problem, why can’t they just rectify it  for all of us!

      Hello again @Johnd1949 , well no joy in tracking *edited by mod*, I’ve tried online chat, they have found someone with that name but refused to give me her email address for me to contact her, then they terminated the chat, very helpful! Do you happen to have *Edited by Mod* email please ?

      Johnd1949
      Newcomer
      Johnd1949
      Newcomer
      May 10, 2023

      I do understand your frustration with the OVO Energy support team. I agree that since they worked out how to correct my account, it should be straightforward to apply the same solution to all the other similar cases. Not only straightforward but also the sensible and correct thing to do, as soon as possible, not only morally and legally but also from their own customer relations point of view.

      Unfortunately *Edited by Mod* emailed me from the general “feedback@OVOenergy.com” address, so I don’t have a direct email address for her.

      Show more replies
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