Understanding my statement & balance

  • 10 February 2017
  • 38 replies
  • 4693 views

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Getting to grips with your statement, and understanding your charges is a great way to get these costs down. OVO Answers is here to help (as always). Click here for more info on OVO statements and billing We want to know what you think about our bill - is there anything else you think would be useful?

**Update 16/07/2019**

38 replies

I am a dual fuel customer yet this month I have only received my electricity. Why is this?
I am a dual fuel customer yet this month I have only received my electricity. Why is this?

Hi Mopheap,

There could be a few reasons for this. If you’ve just had a new meter installed, we may be waiting for your account to be updated before we can start billing you again - this can take up to 8 weeks.

If you’ve not just had a new meter installed, but you’ve only recently switched to us, there may be a delay getting your opening gas reading, which means we can’t bill you just yet. It might be worth dropping our Social team a message via Facebook or Twitter. Alternatively, contact our Care team directly: https://www.ovoenergy.com/contact/for-existing-customers/monthly.

It’d be great if you could let us know how you get on, so we know why your gas bill was missing :)

Char
Hi Mopheap,

There could be a few reasons for this. If you’ve just had a new meter installed, we may be waiting for your account to be updated before we can start billing you again - this can take up to 8 weeks.

If you’ve not just had a new meter installed, but you’ve only recently switched to us, there may be a delay getting your opening gas reading, which means we can’t bill you just yet. It might be worth dropping our Social team a message via Facebook or Twitter. Alternatively, contact our Care team directly: https://www.ovoenergy.com/contact/for-existing-customers/monthly.

It’d be great if you could let us know how you get on, so we know why your gas bill was missing :)

Char


That is true but i sent in my meter readings for both at the time. Anyway panic over - I have just received my gas statement. Does this mean that having a smart meter I am likely to get two separate statements for gas and electricity from now on i wonder?
Hi,it is my first post on this forum.I have problem with final gas statement i have waited from 08.01.17, on the website its says that the time for the final statement is between 4-6 weeks but I waited almost 11 weeks .So when can I expect my final bill ,my account is 220£ in credit but I think my final bill will be around 45£.
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Hi,it is my first post on this forum.I have problem with final gas statement i have waited from 08.01.17, on the website its says that the time for the final statement is between 4-6 weeks but I waited almost 11 weeks .So when can I expect my final bill ,my account is 220£ in credit but I think my final bill will be around 45£.

Hi club569,

It's your first post on this forum, but hopefully it's not the last time you'll be getting involved!

A final bill will usually be created within 6 weeks of the supply end date. During this time, we'll be sent the readings needed for this bill. If the bill is delayed, there's a few reasons why this might be. 11 weeks tells me there's a problem, so drop our Social team a message via Facebook or Twitter, or contact our Care team directly to find out what the holdup is: http://ovoener.gy/contactPAYM.

Tim
I find the estimated projection of the next bill difficult to understand. My bills run from 8th on one month to the 7th of the next.
However the daily information goes from the 1st to the end of the month. Why?
Why is it as a regular meter reader , i find that i am receiving estimated usage. When i complained about this i received no reply.
I have just signed up to renew my contract for another year, but i was not too happy to do so.
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Why is it as a regular meter reader , i find that i am receiving estimated usage. When i complained about this i received no reply.
I have just signed up to renew my contract for another year, but i was not too happy to do so.


Hey Dragon27,

Before we generate a customer's statement, we first need to create an invoice. This invoice will be created on the same day each month. The day the invoice is created will be the best day for the customer to provide readings (this date will vary based on each customer's chosen statement cycle). If no readings are provided, then estimate readings will be used. To check this out, just take a look at what date your statement is produced - the day before it’s produced will be the day you need to provide readings.

By the way, I've moved this query to an older statement topic, just so other users can find it more easily.

Hope this helps,
Lucy
We've been with Ovo for a good number of years and have been very happy with everything. We had a Smart meter fitted this past month - all hunky dorey. We just got our first monthly bill (nice not to have to do those readings) and I saw that it says we used 50% more electricity and 100% more gas than the same period last year. That made alarm bells ring so I looked back at the statement for the same period last year which was based on actual readings. It was quite a relief to see that in fact we had used slightly less this year (probably due to the good weather). So my conclusion is that there is some error creeping into the database somewhere where the comparison figures are computed. Anyone else had something similar?
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Watch your readings like a hawk , and when your next bill comes , examine it with a fine tooth comb , I suspect its a new system and will have teething problems (as they all do ) Please dont rely on an automatic system !
Userlevel 7
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We've been with Ovo for a good number of years and have been very happy with everything. We had a Smart meter fitted this past month - all hunky dorey. We just got our first monthly bill (nice not to have to do those readings) and I saw that it says we used 50% more electricity and 100% more gas than the same period last year. That made alarm bells ring so I looked back at the statement for the same period last year which was based on actual readings. It was quite a relief to see that in fact we had used slightly less this year (probably due to the good weather). So my conclusion is that there is some error creeping into the database somewhere where the comparison figures are computed. Anyone else had something similar?

Watch your readings like a hawk , and when your next bill comes , examine it with a fine tooth comb , I suspect its a new system and will have teething problems (as they all do ) Please dont rely on an automatic system !

Good question, Lesley. I've moved this to another billing topic to try and see if other users have had a similar comparison.

Tim
I pay monthly, I have submitted reading but I'm not getting statements. My last statement was January. I have switched tariff but to me that is not an excuse as you've had readings since then, despite never sending me reminders.

If I phone up to ask about this you'll tell me that as I've needed to contact you I shouldnt be on a tariff with an online discount.
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I pay monthly, I have submitted reading but I'm not getting statements. My last statement was January. I have switched tariff but to me that is not an excuse as you've had readings since then, despite never sending me reminders.

If I phone up to ask about this you'll tell me that as I've needed to contact you I shouldnt be on a tariff with an online discount.


Hey buzzard,

This does seem a bit strange. Feel free to send me a private message with your name, DoB and OVO account number so I can help you further with this.

I’ve also moved your topic onto this thread in case any other users can help with your query.

Lucy
For months i have said there was some thing wrong with my account but customer service said no now i have 2 more problems i have not been sent an online statement for April i have to wait 48 hours for a generated statement now i cannot access my illustrative statement get error message http 500 how long does it take the tech guys to sort my account out this as been going on months
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For months i have said there was some thing wrong with my account but customer service said no now i have 2 more problems i have not been sent an online statement for April i have to wait 48 hours for a generated statement now i cannot access my illustrative statement get error message http 500 how long does it take the tech guys to sort my account out this as been going on months

Hi @Ivor Appleyard

Sorry to hear of the issues you've been experiencing.

Given what you've said here, the best way for you to get this moving forward is to send either @Lucy_OVO @Tim_OVO or @Darran_OVO a private message with your full name, address and OVO account number with a brief summary of the issue and they will help you resolve this problem!

Hope this is sorted for you soon
Userlevel 7
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For months i have said there was some thing wrong with my account but customer service said no now i have 2 more problems i have not been sent an online statement for April i have to wait 48 hours for a generated statement now i cannot access my illustrative statement get error message http 500 how long does it take the tech guys to sort my account out this as been going on months

Hi Ivor,

This statement showing on your My OVO page yet? Check here: http://ovoener.gy/myovo. I’m not sure why you can’t view this illustrative statement, but if I’m honest, I’d wait for the real thing which should be available momentarily.

Just to add, I’ve moved this to another Pay monthly topic related to statements.

Hope this helps,
Tim
Don’t really know what I was expecting from OVO? I was hopeful that I might receive straight forward make sense statements; however that proved not to be the case. The electricity charge period for the first month shows only for 2 days! Makes no sense whatsoever as I submitted meter readings and these were applied successfully to the gas account but not it seems to the electricity?
I really hope I don’t regret the decision to use OVO!
I am pleased to report that with the help of Hassan, the problem was resolved promptly to my satisfaction.
My bill shows for the same month a "Reading" and a "Customer reading" for my Gas usage, which differ from one another. I have a smart meter so do not make any readings myself. Why two different readings and which is correct. I have to say that OVO's bills are a bit of a mess and unreliable. How do I know I'm being charged for the correct usage as my bills seem to be a lot higher than most with similar life styles?
Hey @RonnieB.

I've moved your query over to an existing topic on billing.

Essentially the 'Customer Reading' refers to any reading the customer has submitted themselves - either online or over the phone. The 'Reading' will refer to the smart meter readings we receive.

If you're not sending us in any readings, there shouldn't be any 'Customer Readings' listed on your statement.

So that we can have a look into this in more detail, please send us a PM on our Facebook or Twitter page with your full name, account number and DoB.

Thanks,
Emily
I don't know what a PM is and I don't have a Facebook or Twitter account. Can I e-mail you my details?
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@RonnieB. you can email the team on hello@ovoenergy.com. Just be aware it might take up to 48 hours for them to reply, depending on how busy it is.

Nancy
As illustrative statements stopped.
My last statement was September 2017.

Is this normal?

Thanks
Userlevel 5
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My last statement was September 2017.Is this normal?

I hope you don't mind but I've moved your topic onto this thread.

If you're meant to receive monthly bills then I'd say this isn't! It would be worth you getting in touch with the team on Facebook or Twitter so that they can look into what's holding your statements up.

Lucy

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