2nd final bill 8 months later!

Thanks @Emmanuelle_OVO 

I just don't understand how I have 2 accounts?

That's an issue with OVO....I only signed up for one account.

This whole situation is a mess and extremely stressful. 

OVO are calling me Thurs morning to sort everything out. So my only day off will be spent again on the phone!

Your old Apollo account should have been moved to the Orion system - I believe there’s only a very few left to do. You ought not to have two accounts running at the same time. @Emmanuelle_OVO is it absolutely necessary for a customer to have to sort this sort of situation out? It looks very much like a bill has been generated (possibly in error) but now long out of date, so the customer isn’t liable to pay it anyway. 

Hey @juliamc,

It’s impossible for me to say as I don’t have access to the customers account.

@Dwyer79, if the conversation Thursday is taking too long then you can ask them to instead send an email. But usually, phone calls are the quickest way to sort these things out. You’ll be able to ask the agent any questions you have off the back of what they’re saying. 

I don’t have access to your account, but my thoughts are the same as Jeffus’: 

Or, it may be that the old account wasn’t closed down properly when your account migrated over. 

I think the best thing to do, is to discuss this with the agent who contacts you on Thursday. Once you’ve been given some more information as to what’s happened here, and what the next steps are, we’ll be able to advise you more on this topic.

There is always the option to raise a complaint if you’re unhappy with the information they provide. 

Hope this helps. 

Thank you all once again for your replies.

I have now spoken to 4 different people on the phone and had numerous emails with no resolution as yet!

I work full time in the hospital and as you can imagine we are extremely busy.

My only day off will be spent talking to OVO again.

I'll let you know how it goes.

That is frustrating @Dwyer79 , can they contact you via email instead? 

If it is relation to a bill from over a year ago, back billing rules will apply. I’m hoping the issue is that there were two accounts running simultaneously and that this bill is an error. 

There is always the option to raise the complaint, you can find out more about the procedure on our website. 

Keep us posted with how you get on, once we know a bit more about what’s happened we can offer advice accordingly. 

@Emmanuelle_OVO 

Thank you, but I have received an email saying the account was clear, about 20mins later I received a phonecall to say it hadn’t been resolved.

It's now 11:17, no morning phonecall as promised yet!!!

Wasting my only day off waiting for Anna Annabelle from OVO to call.

I honestly give up 

Ring them if you can bear it. Ask for the Apollo team - they’re in Sunderland the last time I spoke to them (over a year ago)  and are very nice !!

That sounds so frustrating, I’m sorry to hear this. I’ll ask Forum_Support to reach out @Dwyer79, so keep an eye on your private messages.

I think you will need to speak to the Apollo team though to get clarity, customer support should be able to transfer you through to them.

I think perhaps, some confusion may have arisen if there are two accounts, maybe one one billing system there shows an arrears and on the other there isn’t a balance. 

After no call yesterday!!

I rang ovo. I was put through to a very nice lad, who was just as confused as me.

They have now raised a complaint and froze the account.....so the "debt collectors won't come knocking" I thought that would have been done on the first point of contact.

Anyway, I realised that when the bill was dated I had a pre payment metre.

They are ugoing to contact me in 3 working days...we'll see!

If only there was a 🤦‍♀️ button to click here…