Why haven't I received a bill / statement?

Not sure quite what you mean - as far as I’m aware OVO do produce monthly statements. Am I missing something that’s particular about 3 phase supplies ??

Regarding estimates v actual readings, if you have been billed on the basis of estimates which are too high then send actual readings in weekly (or even daily) and the system will balance out and your dds will settle to the correct value.

Hey @3Phasesupplies,

Sorry for the issues you’re having.

You should get monthly statements. There is more information about our billing systems here:

The good news is we have a live billing system so whenever you submit an actual reading your account balance will update accordingly.

You should be able to download your statements on your Online Account. 

If you haven’t received a bill that suggests there may be a tech issue on your account. Or, have there been any changes to your account such as a new meter installation?

Hope this helps. 

Emmanuelle_OVO. No that is  not the case. The account has been open for years and almost always estimated readings. When the account became in Credit by more than £3500 the family members were reading the meters for the occupier and these were posted in August, September and more recently in October. These TRUE readings established a much lower payment. The Direct Debit was too high given the algorithms OVO use for estimating annual estimated usage, even taking winter into account. No statements exist for September and October. I am on the site now looking at the statements and payments. As i have stated the account is in Credit by over £5000 and until a statement is produced a refund cannot be requested. We see these as delaying tactics. OVO and it’s agents are not reading and recording accurate meter reading, we are. Over charging and refusing refunds is not the practice we expect. 

Emmanuelle. Thanks for the reply. I will try to be concise. My mother in law is 90. Her husband past 4 years ago. A daughter of the  “Widow”  / occupier established contact with OVO and made all the required financial and contact changes that were required to put the account into the “Widows” name. The widow being my mother in law.

For over 3 years the readings at the property have been estimated. In June this year i was asked to review the billing as a Credit on the account of over £3500 had amassed. Seeing that the meter readings were ESTIMATES i began reading the meters and these  accurate and correct readings were entered on the account ON LINE. A statement was produced in August showing £5300+ in credit and £747 being taken monthly by Direct Debit. Again  in September and October the meters were read and the readings inserted ON LINE into the readings ON LINE.  NO STATEMENT PRODUCED. Still today at 9.30 no statement evident on the account.  My sister in law will contact OVO support when she is back from holiday. She is named as a contact with my Mother in Law as established 4 years ago.

Thanks Tom. I will . I sense it will take some time and a greater degree of patience.

Chris

Happy to receive your experiences. My involvement is for and with a 90 year old. Over £5400 in credit. I am afraid it might hit the fan sooner rather than later. Ombudsman here we come.

No charges have been applied to my account for electricity usage since May 2022 apart from the standing charge.  My smart meter is sending daily readings.  I have contacted Ovo via customer support, Twitter several times but no one ever follows-up on their commitment to resolve the issue.  Any advice on who to contact would be appreciated.

OVO have only ever billed me for standing charges since I opened the account in June 2021. They have never billed me for my energy use and since the introduction of the energy support scheme they are actually crediting my account as my direct debit continues to be paid and of course is far higher than the standing charges. Numerous phone calls have failed to resolve this. Has anyone else had the same problem?

Thanks for your reply. I’ll try the complaints service.

Maybe i have lost something in translation. But if the direct debit is only for the standing charge how was that ever established?

Is there a delay with the December statement

TO ALL THAT READS THIS. NO  CORRECT STATEMENT FOR JANUARY 2023. THE AGREED TO ARRANGEMENTS MADE WITH OVO CUSTOMER SERVICES ON THE 13TH JANUARY HAVE NOT BEEN APPLIED OR REGISTERED. METERS HAVE BEEN PHOTOGRAPHED AND SENT , AS REQUESTED. NO AMENDMENT OF A DIRECT DEBIT AMOUNT. NO RESPONSE TO REPAYMENT OF OVER CHARGED CREDIT VALUED IN 4 FIGURES.  

OMBUDSMAN NEXT CORRESPONDENCE.

Anyone know when to recieve  bill statement  as with SSE got email reminder not quite sure how ovo works