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Why is my email billing summary for two months combined?

  • 1 September 2022
  • 11 replies
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Userlevel 1
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  • 11 replies

Billing is done monthly.

Why are we getting these silly emails showing a bill for two months added together?

It makes no sense,at all, emails always  showed one month's usage, now this silly carry on.

More madness

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Best answer by Emmanuelle_OVO 5 September 2022, 12:15

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11 replies

Userlevel 7

Hi @Pepsi thanks for flagging this. 

 

I’m not seeing this double billing period on my online account. Is it showing on your billing history section?

 

https://account.ovoenergy.com/billing-history

 

 

Userlevel 1

No Tim, online is all good and correct, this is coming by email.

Userlevel 7

Updated on 19/10/23 by Abby_OVO

Hi @Pepsi,

 

Sorry you’ve been having problems with your billing. It’s good news that the statements on your online account are correct. This means you aren’t being billed twice for the same period of time. 

 

It sounds like you might be talking about your monthly summary. This is streamlined information, sent alongside the bill, which works as an overview. Unless there has been a gap in your billing history where a catch up bill is needed or we’ve made a correction to a previous period, the summary should only be for a month. 

 

I’d recommend getting in touch with our Support Team and sending them a screenshot if this is an on-going issue. 

 

I hope this helps!

Userlevel 1

Hi Emmanuelle, no, always give monthly reads as per billing cycle, system generates bill and I monitor to see if my DD covers it, if not I pay a top up. Currently well in credit.

This is monthly summary, but it adds 2 months together and shows it as a total.  This has been happening for a while now.

I don't think there is any point in making a complaint or raising it as I have had a complaint going for my son for months and it still isn't resolved.

Than you for your reply.

Anyone else being billed monthly from 1st of two months before till the end end of last month. . Ie for practically two months every month. Are they double charging us?

Userlevel 7
Badge +5

Not sure what you mean @Douglas 7253 

Can you show an example - no personal details as this is a public forum

The bill this week started with the opening balance for 1st January. then charged for usage from 1st January to 28th February. So that’s for practically 2 months not 1. Been doing that for months now - only just noticed.

Userlevel 7

Hey @Douglas 7253,

 

Sorry for the issues you’re having,

 

We don’t have access to your account here on the Forum, Support are best placed to look into your query.

 

Keep us posted with how you get on as this might help other customers with the same issue. 

Having same issue .. on my mums account 

Now yes it does say  12 jan to 11 march and the attached bill is definitely for 2 periods .. but many especially elderly people would just see the £537.86 and panic

Userlevel 7
Badge +2

Having same issue .. on my mums account 

Now yes it does say  12 jan to 11 march and the attached bill is definitely for 2 periods .. but many especially elderly people would just see the £537.86 and panic

Hi @SteveM24C 

Certainly strange. Did she get an email for 12th Jan to 11th Feb as well? 

I suggest you highlight this to the OVO Support Team in case something in the specific account needs adjustment.

You can give them a link to this thread

https://forum.ovoenergy.com/my-account-140/why-is-my-email-billing-summary-for-two-months-combined-11228

A few ways to contact them as no one here can access accounts. 

https://help.ovoenergy.com/#contact_us_container

https://www.facebook.com/ovoenergy

Alternatively you could put in a complaint then it may be easier to track progress and you can simply email OVO. 

https://www.ovoenergy.com/feedback

Userlevel 1

Thanks for posting this, I knew I couldn’t be the only one.

Yes it is completely bizarre, and yes it could send some into a panic, not me as I watch very closely my readings and bills and know to the penny what is going on.

Glad you posted as I know people didn’t believe me.

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