Billing and usage on the new online account has become SO confusing - do you agree?

Your right !!!

It used to be pretty easy to see what you were being charged for, not they are removing the basic information that the bills are based around such as the daytime/night time counters which are provided by the electricity meter in your house.

The seem to be good at making things look pretty with out the required substance which is all us bill payers want to see.

Less Bravo Sierra and more useful information as to how a bill is calculated unless hiding the data helps mask stuff !!!

I would recommend everyone to check their bills in detail if they are with OVO and have a smart meter !!!

Hi Tim - I was moved onto the new online account on 28th May. I still cannot access any of my bills from before February 2020 despite being with you since 2014. I have contacted you via Twitter and was told it would be fixed within the week, then 2 weeks, then by the end of June and then “next” month. I have followed “how to access your historical statements” but they are still not there. Eventually I was told that there is a problem.

It’s still not fixed. When is it actually going to be fixed?

I complained in the early part of this year about the new billing platform being about as useful as a chocolate teapot and was put back on old billing platform (in that I don’t see the rolling total of payment and I get monthly statements), but the whole process seems to be suffering from serious problems as the usage figures are not available on app or website for both gas and electricity - meter readings are there but no usage information. Although I have been a customer for some years, I have serious doubts about whether I will renew when current contract expires. Rather suspect OVO has expanded too much and hasn’t built the necessary infrastructure for users.

I downloaded my bill for June 2020 (in June) and although it has electricty standing charge and units, it only has standing charge for GAS.

I am convinced that your new billing algorith probably cannot understand therms.

I called you customer care people. On the first occasion the lady I spoke to said ecause I was a pensioner I qulaified for printed bills - and warm home allowance.

Naturally I’ve heard nothing more since.

I then had an email from “OVO COLLECTIONS” - impliczation ebing that its time to send the boys round I guess (after 3 weeks!)

I called customer care again. The young man I got on that occasion jsut stonewalled. He saw no reason why a cuystomer should have the correct bill in order to pay it.
I’ve jst swent the July readings in - and note that the website thinks I hae used industrial qualtitires of gas - despite it being summer, and despite no mention of gas units on my last bill.
What is going on? 

I agree, checking account is too confusing. I am switching from Ovo even if they charge me £60 for leaving as I’ve had nothing but trouble with them and my monthly payments have gone up by more than £20 and my credit amount mysteriously reduced since the website update. I’ve had enough of them 

OK I’ve been asked to provide feedback on the new billing experience.

First of all, despite several reassurances, my online account will still not let me access historical bills prior to February 2020. So basically 6 months later you still haven’t fixed the problem that you told me existed. Fortunately when I phoned a very helpful Customer Rep emailed me all my previous bills. I was also told that a formal complaint would be made but I’ve heard nothing at all about that - that was in August.

As to the billing, I can’t see any need for daily amounts as all it covers is the Standing Charge as I don’t have a smart meter and don’t want one just now either.

I do get a monthly statement ( used to be called a bill ) which is clear enough for the actual energy used but I am now totally lost with my Interest payments. It used to be simple - every monthly bill included an interest payment. Now on that monthly statement, I sometimes get one interest payment, sometimes none and sometimes two. It’s got to the stage that I cannot quite see if I have all the interest that I should have.

Sorry but it’s a bit of a mess I’m afraid.

This was the topic that Tim asked me to post into.

Thanks for the info @Jem16 .

While I am on the trial myself, my account isn’t yet old enough to have gotten through the first billing cycle and trigger any interest. However, I will definitely keep an eye out for it once that gets onto my account.

If it does look messy for me as well, I will definitely include that in my own feedback and mention your struggles too.