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

Thanks, I’ll try another formal letter of complaint to Head Office, this just needs to be sorted, I’ve waited 13 months so I don’t think I’m being unreasonable to expect a resolution now.

If you haven't already you could try sending a letter to the ovo ceo to highlight what is going on, some posters have reported some success doing that for different issues

https://company.ovo.com/team/3934/

You could always include a link to one of your posts, as well as information on your complaint

https://forum.ovoenergy.com/my-account-140/why-am-i-still-getting-charged-for-gas-my-faulty-gas-meter-was-removed-10239/index6.html?postid=90183#post90183

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.

Thanks, I’ll try another formal letter of complaint to Head Office, this just needs to be sorted, I’ve waited 13 months so I don’t think I’m being unreasonable to expect a resolution now.

If you haven't already you could try sending a letter to the ovo ceo to highlight what is going on, some posters have reported some success doing that for different issues

https://company.ovo.com/team/3934/

You could always include a link to one of your posts, as well as information on your complaint

https://forum.ovoenergy.com/my-account-140/why-am-i-still-getting-charged-for-gas-my-faulty-gas-meter-was-removed-10239/index6.html?postid=90183#post90183

Thanks, yes I thought about this last night as I’ve got nowhere with OVO Customer Service & the so called Advanced Resolution Team , will keep you posted if I get a resolution 

Hey @caroline Rose 

I’m really sorry to hear that Caroline, it’s a shame that’s slowing things down even more.

I know it must be very frustrating trying to get this resolved, and that it is very much a case of waiting for Support to get everything fixed, so we do understand it must be annoying for you to still be chasing this up.

I think, while this is ongoing and you await this being fixed, the Support Team should be able to place the account on hold for you until they are able to get the meter removed from the account and then rebill the account without any of the gas charges. This will stop them from trying to claim back that balance that may be incorrect due to the additional gas charges, and they should hopefully be able to hold your Direct Debit at the same amount if you currently have one active.

The support team have said on many occasions they will put this on hold and each week I just received another letter with a raised amount to pay 

Hey @caroline Rose 

Sorry to hear that. Are the letters you’re receiving, bills from OVO, or are they letters/texts from the collections team? These are slightly different holds on the account, as it may be that they’ve placed a hold on the collections communications which would stop them from chasing you for any bills. A billing hold would stop the system from producing bills all together.

I’d maybe get in touch with the Support Team to confirm exactly what they’ve placed on hold.

Hi Abby 

it’s letters including threatening red letters texts and emails all the time fed up with it now if the ombudsman can’t help me my next step will be the solicitors

In May 2022 we had our gas meter disconnected as we are going all electric. OVO’s agents eventually collected the meter in July 2022 for which they levied a charge of £106. However they continue to bill me a standing charge for my gas meter to this day. I have spent days of time calling OVO and have on 6 occasions been promised they will rectify this - if I speak to Complaints they say it has been resolved and send me an email to that effect but continue to charge. They have (in Feb) given me a goodwill credit to cover the period from disconnection to collection of the meter. To cap it all I have now received 2 emails saying they are sorry to hear I am leaving OVO ( not at my behest) and offering a £30 credit against my final bill - 2 emails and 2 credits! Would you suggest I move to another supplier?

My suggestion is to raise a complaint through OVO's complaint process. Then, when OVO fail to close your gas account and refund the charges you can get the ombudsman involved. OVO will fail to close your gas account because they don't have a process for doing it.

We had our meter removed in April 2022. A few weeks ago the ombudsman ruled in my favour and have given OVO until 24th May to close my account and refund the incorrect charges (and pay me a modest amount of compensation).

Thanks - I will try this again and refer to the ombudsman but on 2 occasions I have registered complaints and they say they will deal with it and send me an email saying my account has been resolved but continue to charge for the meter. But why do they unilaterally send me an email saying they are sorry I am leaving OVO and give me a £30 credit against my final bill - then do the same for a second time!! Perhaps I should leave and get further credit which would just about offset the money overcharged!