Why is my billing still on hold?

I have a vision of some poor chap in a far away country sat in a shed surrounded by thousands of bills and meter statements!
Having spoken to a number of service agents about this issue, they all refer to billing as though it’s a completely separate company! I appreciate billing are probably a separate company providing the service, but OVO customer service need to take full responsibility of chasing up billing issues - billing just seems to be a black hole, even to the customer service agents.

Hey ​@Pilgrim2 ​@Infiltrator 

Sorry to hear you’re both having issues.

Our Billing team are an internal team within OVO, but they aren't a customer facing team. Our Support Team send tickets to the Billing team to be worked and, once they're worked, the Support Team will contact you to let you know it's fixed. If you're waiting a while for a response, you can always contact Support and request that they give you an update on the case.

Interesting that Abby_OVO states that support will give you an update. Not my experience. They told me they have no clue how long it takes (my smart meter fitted 15 Nov) so 10 weeks ago.  I had to insist on a case being raised and then was told it would not be “escalated” anyway. 
I can’t believe that OVO can get away with this situation. A customer needs an accurate bill, monthly. Anything less is unacceptable. Of course they advise to keep paying the DD so they can have the pleasure of our money but don’t provide a bill. 

This is what I've done, the issue appears to be that the billing team haven't done anything to feed back so I keep phoning every couple of months for an update, the original case raised against the billing team has now been cancelled because of a lack of any progress/feedback from the billing team and a new one raised with clearer info about the suspected issue (2 weeks missing data after smart meter install). The property was empty at the time of the missing data (property is empty 80% of time) so the only usage is heating on minimum at about 5 units a day. Neither myself or OVO have much £'s to gain or lose with this issue and it should be treated as a low value case and dealt with promptly with a resolution that reflects the low value involved. 

Morning all,

I had a smart meter installed in March, and since then my bills have been incorrect. The smart meter team have confirmed that my meter is working correctly and submitting readings as it should (initially, the wrong meter was installed, and my new meter wasn’t registered to my account, but that has been corrected). 

I’ve been chasing this for months. There is apparently a billing hold in place as a ‘managed exception’, and it’s with the billing ops team. However, there is no deadline for resolving this, and despite asking for an update every two weeks or so, I’m no further forward with securing a resolution.

My account is in credit, and I’m expecting a refund but, or course, that can’t be released until the billing issue is corrected. So, in reality, OVO has a large amount of my money that I cannot access, and there is no timeline to allow me to get at the money I’ve overpaid. 

Does anyone have any suggestions as to anything I can do to move this along, or does anyone have advice on how long it’s likely to take to resolve the billing issue?

It’s very frustrating - every time I ask for an update the response is it’s with the ops team, but there’s no resolution date. 

Hoping someone can point me in the direction of some help/support, or an indication of a resolution date.

Jayne

Morning ​@TartanJogger, I hope you’re well.

Sorry to hear of what’s happened here. I don’t have access to customer accounts on the Forum, but I’ve sent you a private message to get some details from you - I’ll see if I can get someone to have a look at things for you.

Cheers!

Ben

​@TartanJogger hi again,

I’m sorry to say that it looks as though your complaint was closed whilst there are still billing issues on your account, and the balance is still incorrect. My advice here is to email hello@ovoenergy asking for your previous complaint to be reopened and escalated to ‘2nd Escalation’. The complaint will then be at the highest point of escalation. By all means reference this Forum thread. I can confirm that there is still work to be done on your account to get it billed correctly, and I’m sorry that this work is still not complete.

Please let us know how you get on!

Thanks,

Ben

Thanks so much, Ben - I’ll definitely do that!