How do you get into debt on a PAYG top up meter?

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.

I am currently waiting on a smart meter installation in a no signal area so I am still on traditional pre payment meter which has served me well over the years, never had an issue with top ups etc, never been in debt with it , get an official meter reader  in twice a year so why are ovo sending me estimated bill usage ? Am in a 2 bedroom house and have actually cut back on the heating this year due to costs and the removal of the winter fuel allowance, I pay as I use so why are ovo sending me high estimates?

Morning ​@janie, hope you’re well.

Could you confirm - have OVO actually sent you a bill? If you could send a screenshot of what you’ve been sent that would be really helpful. Please remember to erase out any personal details like your full name, address, account number and meter serial number etc. Once we can see this will be able to see how we can help.

Cheers!

​@Ben_OVO 

This is my correspondence since April, you will notice a massive error in September by ovo which was rectified and an apology sent, then January predictions, then the latest April predictions. We have turned down our heating this winter due to costs and removal of the winter fuel allowance and still pay as you Go 70 pounds every week, we know exactly what we use and pay for it as we use it. We had a meter reader at the end of September and hopefully due another one shortly. I wouldn't mind your views on this.

Thanks

Hi again ​@janie,

Thanks for sending this in, very helpful and much appreciated. I can see there has obviously been huge discrepancies with the forecasted usage. I just want to put your mind at rest and say that you should take all of this with a very big pinch of salt. Because you are a Pay As You Go customer who doesn’t have smart meters, the forecasted usage won’t be correct, and we won’t be charging you for anything like the figures quoted. You’ll continue to pay via the meter itself, and we won’t be sending you a bill because you’re a Pay As You Go customer, so it’s all handled on the meter if that makes sense?

We’re regulated to send these communications to customers, but the forecasted usage figures are only as good as the data that’s put into them, so they only really become accurate when you’ve got smart meters. Try and ignore what you’ve been sent - there won’t be any bill incoming and you’ll continue to top up on the meter.

I hope this makes sense, and please do let me know if you have any other questions.

Cheers.

​@Ben_OVO 

Thanks Ben, my reasoning all along in this never ending saga is I pay as I go for exactly what I use and know what to cut back on as and when  I need to.  If and when I  ever get a smart meter installed in my no signal area I would hope for an improvement regarding estimates etc. Thanks again for your reply.