I have kept a detailed spreadsheet record of gas and electricity we consume for many years. This enables me to check our usage and e.g. compare it with neighbours' usage; search for best tariffs annually with accurate consumption info. and check the monthly bills I get from suppliers. By using this I have found that OVO have added up our annual consumption incorrectly and recently got the sum wrong which converts gas cubic metres to kilowatt-hours. On each occasion I have complained and been assured that OVO are working to correct things in the future. But these are very simple arithmetical errors ( one only requires the addition of twelve bills and the other was the incorrect multiplication of two figures). I find it alarming that OVO is getting basics wrong like these.
Best answer by Lucy_OVO
Hi Mattj3135 and thanks for your welcome.
Actually my point is not the effect on our account but the loss of confidence in OVO.
Getting our annual consumption wrong after the first year's account with OVO didn't actually cost me anything. I had the correct information so I could still obtain renewal comparisons based on accurate annual consumption figures.
Getting the gas conversion wrong produced a difference in OVO's favour of only 3kWh (not a rounding error) so the cost to us was only pence. They blamed the computer department - where have we heard that one before! I'm not concerned about that but I immediately checked all the previous conversions (which were accurate) but then wondered whether this might be a way for OVO to make multiple small profits from hundreds of thousands of customers. Maybe an unworthy thought but that is what making such basic errors starts to make you wonder.
Afternoon @ElectricTV and @stateofit
It’s hard to offer a concrete answer on these calculation errors @ElectricTV as this is the first time I’ve heard of such an error. I think it would be really useful to take a look at your account and see what the issue may be and discuss with our teams what has happened. Then, once I have more information I can get back in touch. I’ve dropped you a PM to kick start the conversation.
Just to add, I've tweaked the title of this topic on the off chance that another user with the same issue wants to get involved.