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I was an SSE customer but with the take over my account has been migrated over to OVO.

The first month i did’nt really check what was happening with my  OVO balance as im on a smart  meter.  at the start of august i checked my balance against my bill ,my ending balance was  £126 .a few weeks later i was checking my usage and saw that my balance had gone down to £116 check if i had been billed again ? no ! checked if there was any information as to why it had gone down , again no! so i called OVO and asked why my balance had gone down before my billing date and what the charge was for i was giving a number for SSE i was been charge by them and they where debiting my OVO balance , so i called and was told that had no idea about it and that my SSE account was closed and migrated over to OVO  i so  i asked for them to send me  an email stating so with closing balance ,they did so . called OVO back and asked again why my balance had gone down  before my billing date  this time i was told they had no idea why my balance had gone down and was told that it would be passed to complaints department. ok!  i checked my balance 2 days ago it had drop again to £108  and today again to £107 so far it has drop by £19 pound,So  to day i call to find out what was happening with my compalint only to be told that complaints had no record of my issue again iwas told that i would be passed to complaints and that i would be contacted in 5 working day at this point i got in contact with citizens advice and was told to send an email of complaint so i have a copy and  that way there was proof that i had been in contact      .been the person  that i am( terrible memory )i always record my phone calls  when it comes to  bills ,debts and anything to do with money and keep all documents. so just to let you if your losing money from your balance without reason or been informed as to why you not the only one  and im sure there are alot you out there  paying more than you should be keep and collect all evidence  

I moved in this house in November paid my bill I was due to the 20th December when Januarys bill came I was still in credit white them I was told to do my first meter reading on Friday I was checking my credit every day and when I done my meter reading on Friday I was still 130 in credit then checked it today now 71 in debt   I will see if I can show you am not to good with technology things ? 

https://www.take-a-screenshot.org/

Hey @Nicky66,

 

Sorry for the issues you’re having,

 

We have a live billing system, so when you submit a meter reading your account balance will update accordingly. We have a great FAQ on this topic:

 

 

If you didn’t submit a meter reading from the date you moved into the property, I’d advise making sure that the estimate used to open your account is in line with the recently submitted reading.

 

Hope this helps. 

I was on a live billing on my phone I can’t understand how I can be 130 in credit one day next day after meter reading am 71 in debt  I watch the credit go down each day I understand that because I used gas and electricity but to wipe it all off and put me in debt now I don’t understand that part ? 

I was on a live billing on my phone I can’t understand how I can be 130 in credit one day next day after meter reading am 71 in debt  I watch the credit go down each day I understand that because I used gas and electricity but to wipe it all off and put me in debt now I don’t understand that part ? 

@Nicky66 

Is it a £66 Energy Bill Support Scheme payment going from your OVO account to your bank account? 

No my government money goes straight to them 

Hey @Nicky66,

 

It sounds to me like you submitted a meter reading and your account balance adjusted accordingly. If your reading was higher than the previous estimates your account balance would change in this way.

 

 

We have a live billing system, so when you submit a meter reading your account balance will update accordingly. We have a great FAQ on this topic:

 

 

If you didn’t submit a meter reading from the date you moved into the property, I’d advise making sure that the estimate used to open your account is in line with the recently submitted reading.

 

 

 

Support will be able to give you more information as they’ll have access to your account. 

 

Keep us posted with how you get on. 

I need help I gave my meter reading yesterday and my bill came up at £129 I have checked today and now it's saying £216 I don't understand also I only paid £105 last month

Hey @Scrowe,

 

Sorry for the issues you’re having,

 

It can take 24-48 hours for an account balance to update following a meter readings submission. We have a great FAQ on this topic which might be helpful:

 

 

Hello everyone, im a customer who pays the bill monthly on time, but how could i know whether i could have a debt? 

The second one is in case if i do not pay bill for one month, whether the bill this will be accumulated in the bill next month?

Thanks for your help.

Hi @Jamespham ,

As long as your balance in MyOVO is at least £0 (or ideally at least £1) after you pay the bill each month, you should be good to go.

If you fail to pay by the due date, the bill becomes a debt and you will likely be chased up for late payment. It’s strongly recommended to pay on-time every time to avoid this.

Hi @Blastoise186  thanks for your advice, but in my case my former electricity supplier last year was SSE, and from Jan of this year it has changed to OVO. In that case how could i know whether i have a debt with SSE?

Thanks

Hi @Blastoise186  thanks for your advice, but in my case my former electricity supplier last year was SSE, and from Jan of this year it has changed to OVO. In that case how could i know whether i have a debt with SSE?

Thanks

Your change of forum ID is confusing .. but any debt with SSE would transfer over to OVO. Have you checked your final and start meter readings?

@BPLightlog yeb i checked it 

i mean the final reading of SSE on 19/ Jan is much different with the opening reading on 20/Jan of VOV (about 4000 Kw) , so im wondering whether there may be a debt that i need to pay because of the gap, and it has no sense at all

@BPLightlog in fact, i have called them so many time about this problem, but no one picked up the line. Despite the fact that the final bills they send still has reasonable price, but im worrying if there is a big gap like the one i mentioned above whether they are going to charge me later or leave me a debt.

OVO don't know what they're doing in customer service or the change over of supplier. I had issues that never got solved. They'll still take your money though. If you want help go into debt n make them ring you, might be the only way . Then find new supplier. #thisisntenglandanymore.

@trapped. but is is so nonsense if i have to pay the money for the electricity amount that i do not use. I am so worrying about this problem right now and dont know how to contact to them to solve it. 

Your other main options are the Collections Team on 0800 069 9831 or Web Chat via https://help.ovoenergy.com .

OVO don't know what they're doing in customer service or the change over of supplier. I had issues that never got solved. They'll still take your money though. If you want help go into debt n make them ring you, might be the only way . Then find new supplier. #thisisntenglandanymore.

This is bad advice in my view. You shouldn’t recommend deliberately going into debt just to get attention

@Blastoise186 i called the number but as expected they are busy again and again, no one even pick up the line

 

Have you tried emailing them with your concerns.

This is what I did and got the best response, in fact it was the only response I got from them.

Good luck. 

@Janni could you please send me their email information.

Thanks so much

 

@Jamespham1You can find all about the complaints process on this page 

https://www.ovoenergy.com/feedback

 

My bill shows an amount with a plus sign(+) does this mean I am in credit please getting really confused lol TIA

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