Hey @Martynca,

@Blastoise186 is correct in saying that a meter can have active credit and debt at the same time. We see this where customers that are in vulnerable positions ask for help and we can add credit to the meter to support them. This debt is then added to the backend of the meter and the customer can choose how much they pay off. We normally find that customers may choose the minimum payment and will continue to pay that off until completion but they will still top up as normal outside of this. 

We don’t have access to accounts to find out what exactly is causing your issues but if you call the number that he suggested above then one of our lovely Support Team can look into this with you. 

Keep us updated on what they say after you call 

I've contacted the ombudsman, due to the lack of trying to get my money back from an estimated bill the cost me £640 when I was payg.

Hi @Jez8t3,

I’m really sorry to hear this. 

I’m afraid if your case is already with the ombudsman then we’d be unable to help with it here. 

You’d need to contact the Ombudsman directly via:

• Phone: 0330 440 1624
• Email: enquiry@ombudsman-services.org
• Website: www.ombudsman-services.org

Have you already got a complaint raised with OVO? If so, you should have a complaint handler who should be personally dealing with this. It’s worth noting that the Ombudsman wouldn’t be able to take this on if your complaint is less than 8 weeks old. If this is the case we’d be happy to reach out to your complaint handler for them to get in touch. Please let us know.

Well 640 disappeared from my account 

Hi @Jez8t3,

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview

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Hi @Jez8t3,

Apologies, try this link - https://forum.ovoenergy.com/inbox/overview

Why, when I pay for my electricity by pre-payment meter, do I have a bill for £3000, which - as far as I can see - is an estimate?

Hi @Emil Ciora ,

We can’t access accounts from here. Please call 0330 175 9669 or use Live Chat via https://ovoenergy.com/help .

Thanks for understanding

Hi @Emil Ciora,

I’m sorry to hear this.

Have you managed to contact the Support team yet so they can look into this for you? 

These threads may also be helpful:

Please keep us updated.