Why haven't I received a bill / statement?

I haven’t received my statement this month, despite it previously coming through around the 8th of every month. I can’t apply for a refund on my balance without a statement, what do I need to do to get it sent?

So, I'm an ex-Economy Energy customer - very happy to be ex- as they were a shower of the proverbial, proved by my final statement where it showed that I was massively in credit for both Gas and Electric.

However, I've had no statement from Ovo since April, so I've got no idea how this has been applied to my account.

My electricity seems to be running in credit (smartmeter was in "credit" mode and submitted no readings from 7th June to 31st July) but I'm cheerfully making payments every month and just racking up positive balance ... but without statements I've got no idea how the credit from Economy has been applied (and suspect the Gas one has been done incorrectly).

Also, my monthly payments were calculated before the final statement from Economy, so I'm clearly being rinsed (again) ... I'd really like to resolve this, very keen to NOT repeat my experience with Economy (who basically fobbed me off for 6 months before they went bust!)

Hi@Tim_OVO  so I contacted your customer service guys two months ago, was told I would be getting a statement … here we are two months later and still nowt. Contacted them again today and was told “we don’t offer statements to pay as you go customers” … which I get, except I’m not  PAYG

So, what’s occurring? 6 months since I’ve had a statement, which means I literally can’t see what’s gone on with my account … and no, I’m not going to sit down and work it out for myself by piecing it together from my usage - and besides which, there is still the question of my credit from Economy Energy - the only evidence I have that it was applied to my account is a Facebook messenger post from boostpoweruk … not really good enough is it?

Any chance of some proper customer service?

I am not a new customer. I have a Smart meter but the gas element does not work so I submit my readings monthly. Both gas and electricity were on my statement until March. This happened last year when electricity disappeared. It all came back but only when I queried it. Now the same has happened with gas. I used to love Ovo but I am seriously considering changing fuel companies because of this mess. And the fact they can't fix my gas meter. 

 

My electricity bill is not coming. I called but I couldn't get a response about it. Can you help me please?

Hey @CAGLA YILMAZ and Welcome to the OVO online community!

 

Our community volunteer, @Blastoise186 is right in asking for a few more details - there’s quite a few things that might be causing the delayed statement.

 

I’ve moved your query over to this similar thread, so check out the best answer for some possible causes - Let us know if this helps answer things for you or you still need more advice, we’re always happy to help get to the bottom of things here! 

Hiya @chandlm2 !

That seems…  A little strange… Have you checked under Billing History, as you should find all your previous statements there. If you can’t see them in MyOVO, you might also want to check the OVO Energy app as well in case your statements are in there.

If you still can’t find them, please feel free to let the Support Team know and they’ll get right on the case. It’s unusual for this to happen, so I do apologise for the trouble there.

Hopefully this is an easy fix, but if you get stuck, I’ll be right here.

Welcome back, @chandlm2!

 

Great to hear about your switch back in January - just sorry to hear you’re still desperately seeking a statement!

 

I’ve moved your post over to this bumper thread which outlines a few possible causes - in your case as your switch was over 6 weeks ago, we’d expect for you to have received an opening statement by now. 

 

As your online account is also not fully accessible this suggests there’s a delay to getting your opening meter readings agreed - as community volunteer @Blastoise186 has already advised - 

 

 

let the Support Team know and they’ll get right on the case.

 

Don’t forget to pop back and let us know how you get on - hope we can get it sorted quickly! 

No worries, hopefully this can be sorted out.

I don’t think I’ve heard about an issue like this for quite a while now and it’s pretty rare for anyone to mention it here. If you’ve been submitting meter readings in the meantime either manually or via a smart meter, this should at least help to get your account back on track and have everything recalculated correctly once this gets resolved. But we’ll be here if you have any trouble.

Ovo is unable to produce an electricity bill for me, except the standing charge.  I am told that they are receiving meter readings (so the system won’t let me send any in) but since October I have not been billed for useage. I waited while someone looked into this, but it couldn’t be resolved and they didn’t know when it would be. This just leaves me hanging, not knowing how much I am spending. Is anyone else having a similar problem?

Thank you for the advice, it seems unlikely anything will happen unless I take it further.

My account is not being charged for my usage.... I've given meter readings, paid my direct debit, but my account balance just increases..

Why would OVO NOT produce monthly statements when historically all ESTIMATED READINGS have resulted in publication of costs  and usage related to electricity consumption. AS the ACTUAL READINGS are now lower than previous estimated readings WHY would OVO request an increase in DD payments.