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Mismatch on final and opening meter reading - how can I resolve this?

E
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Final reading from old supplier did not match those provided for your first. The electricity is right, but the gas is incorrect. Final bill says I must inform new supplier of the difference. Can you please help?
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Best answer by Transparent 15 March 2018, 11:03

Updated on 26/02/2021: Are you thinking of switching from your current supplier to a new one? Would you like to become apart of the OVO Family? Then feel free to check out our plans here.

 

Hi @Energymonkey,

The Energy Ombudsman has made it clear that it is the responsibility of the Receiving Company to initiate all processes of the switch.

If you already had a Smart Meter, then I'm guessing this problem wouldn't have occurred because DCC would be able to verify identical readings being sent to both Suppliers!

Although it is common practice for the Original Supplier to request that you take a manual meter reading on the agreed switch-date, as I understand it, it is the Receiving Supplier who should upload the Meter Reading to the National Database. The Original Supplier then gets a notification that the reading is there and has the opportunity to challenge it... for which there is a special process.

In your case it would appear that the Original Supplier is holding out that their reading is correct. Frankly this isn't your problem!

As the receiving supplier is OVO, you should get in touch through webchat via the Help Centre, restate the meter reading you took on the switch date, and request that this is sorted with the National Database.

It is most unusual for you to receive a Final Bill when there is still a dispute. The Final Bill should be generated a fortnight after the switch has correctly occurred (with the meter reading agreed). That's because the customer still has 14 days cooling-off period under the terms of the Consumer Credit Act.

The reason for the Switch-process working as I've described is that it must be able to operate if a Customer has fallen out with the Original Supplier. The Receiving Supplier initiates everything so that you do not have to communicate any further with the Company you are leaving.

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Transparent
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Userlevel 7
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Updated on 26/02/2021: Are you thinking of switching from your current supplier to a new one? Would you like to become apart of the OVO Family? Then feel free to check out our plans here.

 

Hi @Energymonkey,

The Energy Ombudsman has made it clear that it is the responsibility of the Receiving Company to initiate all processes of the switch.

If you already had a Smart Meter, then I'm guessing this problem wouldn't have occurred because DCC would be able to verify identical readings being sent to both Suppliers!

Although it is common practice for the Original Supplier to request that you take a manual meter reading on the agreed switch-date, as I understand it, it is the Receiving Supplier who should upload the Meter Reading to the National Database. The Original Supplier then gets a notification that the reading is there and has the opportunity to challenge it... for which there is a special process.

In your case it would appear that the Original Supplier is holding out that their reading is correct. Frankly this isn't your problem!

As the receiving supplier is OVO, you should get in touch through webchat via the Help Centre, restate the meter reading you took on the switch date, and request that this is sorted with the National Database.

It is most unusual for you to receive a Final Bill when there is still a dispute. The Final Bill should be generated a fortnight after the switch has correctly occurred (with the meter reading agreed). That's because the customer still has 14 days cooling-off period under the terms of the Consumer Credit Act.

The reason for the Switch-process working as I've described is that it must be able to operate if a Customer has fallen out with the Original Supplier. The Receiving Supplier initiates everything so that you do not have to communicate any further with the Company you are leaving.

Save energy... recycle electrons!
E
Rank
Thanks for the reply. My account is now live and It appears ovo have taken on the meter reading for the final bill from old supplier. So all is well.
B
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I switched from OVO just over six weeks ago. I sent readings to the new supplier a few days before the switch date. I didn’t make a note of the readings  (because it was an new meter with very low values) but I can see the values on my OVO account. I received a final electricity statement within 2 weeks but there seems to be a problem with the final gas account.

 When I look on the new supplier’s account the initial reading looks as though the readings from the old and new meters have been added together so that it is much higher tnan the current readings.

Is this normal ? Do I need to contact one of the suppliers ? Which one?

My OVO account is still alive . I can reduce the direct debit to reflect the fact that the electricity account has finished , but not to zero. Will I be getting interest on the credit balance?

B
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I’ve just noticed that the new supplier is quoting the reference number of the old gas meter. Presumably this came from OVO or Xoserve. I just emailed both companies with as many details as I’ve got. In the meantime OVO have taken another DD. Better than a bank if I’m  getting interest.:wink:

Amy_OVO
Rank
Userlevel 6

I’ve moved your post here, @BillSpen, check out @Transparent’s best answer, you’ve mentioned you’ve emailed our team, they’ll be back with you normally within 48 hours. 

Thanks!

OVO-Joyed to help!
B
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I’ve had contact from both sides and they seem to understand the issue. If I cancel my DD at the bank (can’t do it on the OVO account), will I have problems getting my credit refund (now three times the monthly payment)?

Nancy_OVO
Userlevel 6

Hi @BillSpen - no we can still refund it even if you cancel :thumbsup_tone2:

Your guiding light(bulb)
B
Rank

Thanks for that. Correct meter number now showing on new account and it has been sent to the database. progess.

B
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Correct reading on new supplier’s account for a week. No sign of final account from OVO.

Nancy_OVO
Userlevel 6

Hi @BillSpen - might be worth chasing this up, though it can take a few days to pass through the various industry bodies. Pop the team a message on Facebook with your account number, full name and DoB.

Your guiding light(bulb)
1
Rank

I had been an electricity customer for a number of years without problem, but when I changed my gas supply to OVO  my problems began. I took my gas meter reading and submitted it to my previous supplier and to OVO. I paid my previous supplier for gas consumed from them. However OVO obtained an ESTIMATED reading from some cowboys who gave a reading lower than the one I had paid to my previous supplier and given to OVO. 

OVO refused to correct my opening reading which meant that I would be paying twice for the gas between the opening reading from the cowboys and the actual reading given by me to OVO.  I had lots of promises by telephone that this would be sorted but one year later nothing. I had a voice message to tell me the man dealing with it was gong to email me his phone number so he could resolve the matter, but forgot to send me the email.  I have cancelled my direct debit to see if this will focus their attention, if not I shall go elsewhere.

Tim_OVO
Rank
Userlevel 7

Thanks for sharing this experience, @100309077 and I’m sorry to hear it’s still not resolved yet!

 

Just quickly, I’m going to send you a PM now to propose that we change your username. What looks like your OVO ID isn’t the best choice as this is personnel account info. 

 

Please be advised that only ‘validated’ change over readings should be used to bill you, with both suppliers using this reading. See this topic thread (above) for more info on this process, which is designed to avoid the damaging double charge that you speak of. Someone’s at fault, and I’m sorry. 

 

However your complaint should be resolvable and quick. I’ll ask for some account info in that private message and check if I can’t help at all. 

Carbon neutral - we need a community to get there!

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