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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
  • 4954 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

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C
Newcomer
caroline Rose
Newcomer
May 8, 2023

Please can someone help me I have had my meter removed since 14th October 2022 and since then OVO have charged me £1154.28 for gas that hasn’t come into the building, I have received £300 compensation from them as this was an error but still the red letters keep coming through my door can anyone help!

Jeffus
Rank 20
Jeffus
Rank 20
May 8, 2023

Hi @caroline Rose 

Lost count of the number of people who have been impacted. 

Multiple complaints via the Energy Ombudsman reported on the forum.

Some examples going on over a year…

 

Jeffus
Rank 20
Jeffus
Rank 20
May 8, 2023

Another customer impacted.... 

 

L
Newcomer
LAB18
Newcomer
May 9, 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

I’ve been through the whole gamut of complaints procedure with OVO during the last 12 months ,even the Advanced Resolution Team have not resolved the issue & I’m still being charged Gas Standing Charges. The Ombudsman service was very good but they say they cannot force OVO to give a timeframe on when the system problem will be sorted !

L
Newcomer
LAB18
Newcomer
May 9, 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.

 

I’ll be very interested to hear if you get your problem solved in the next few weeks 

L
Newcomer
LAB18
Newcomer
May 9, 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.

Have you received refunds of the gas standing charges that were taken as well as OVO closing your Gas Account?

Abby_OVO
Community Manager
Abby_OVO
Community Manager
May 9, 2023

Hey @caroline Rose 

I’m really sorry to hear about the trouble you’ve been having still being billed even though the meter was removed.

 

It sounds like the meter details need updating on the account, it may also be that the details weren’t updated on the National Database when the meter was removed. 

 

Do you know if the Support Team has raised a case for the details to be removed? If they’ve not given you any time frame or mentioned that a case has been raised, I’d get in touch with the Support Team so that they can make the necessary request to have the details updated.

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C
Newcomer
caroline Rose
Newcomer
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

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

@Tim_OVO do you know if OVO are any closer to sorting out a general fix for all the outstanding gas meter removal complaints and issues? Has there been any progress recently? 

    Johnd1949
    Newcomer
    Johnd1949
    Newcomer
    May 9, 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.

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