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2nd final bill 8 months later!

  • 26 November 2023
  • 34 replies
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34 replies

D
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No call as yet 15:43!

 

Emmanuelle_OVO
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Userlevel 7

Hey @Dwyer79,

 

Have you been contacted yet?

Renewable Energy? Big Fan.
C

I moved in 2019 and closed down my Ovo account. 

I was even owed money by Ovo. This was paid to me in 2019. I am now suddenly being chased for £166.66 They wrote to my new address on 4/1/24. To pay up. No details and incorrect Account number. I’m now with Octopus Energy. No explanation where, why, how etc! 

23/2/ 2024  I received an email from Ovo saying £20 added as a fee and despite calling the Collection Dept at Ovo, they seemed clueless and apologised. They did nothing to correct or even research it and now I’m dealing with a Debt Collection agency BW Legal a week later. The legal team for a Debt Acquisition company who seem to have bought debts of Ovo. 

The letter was dated 23/2/24 from both BW Legal and JC International. 

I am speaking to Citizens Advice soon but called BW Legal who have no information but say they will send me the last 3 bills. But there is no clarity at all on any of the above. It’s not the account I had with Ovo. They need to investigate it far better and provide references such as address, dates, account references that match. 

Im clearly getting very poorly treated and similar experience to others on this forum. I will start to make enquiries with Consumer Rights organisations to research the activity of Ovo with clients. If you want to communicate to me let me know. I’m very concerned that this company is treating people in a strange way and not doing proper research before accusations are made. 

 

BPLightlog
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Userlevel 7
Badge +5

Ofgem have regulations about back billing 

 

Independent volunteer - Sitting in a Faraday cage, waiting for a signal
Abby_OVO
Rank
Userlevel 6

Hi @clarechurch12 

 

I’m really sorry to hear about this.

 

BPLightlog has left some helpful advice on back-billing, this recommendation comes from Ofgem, so we tend comply with these standards, so our Support Team should be able to look into this matter. We’ve also got a really helpful topic on this issue which I’ve linked below:

 

 

Where we've issued a back-bill for usage over 12 months old, not covered by payments made at the time and the reason for the delay in this billing is not the customer's fault, we'll apply a write-off.

 

We’d recommend getting in touch with the Support Team about this matter so they can look into the billing and correct anything needed.

 

Hope this helps.

Currently Playing: She's Electric
D

I moved house on 11th Sept 2023, had a final bill issued in October, then a refund of over £1800 issued as I was over paying (Another issue, but not this one!)

 

Today I got an email with a bill for £237, with no explanation or anything

 

Spoke to a uninterested and unhelpful person on the webchat, who just said it was an error and they over-refunded me.

I got no explanation as to how (Surely system safeguards should prevent this!), a generic, insincere apology and no clarity as to what is going on.

To me, it sounds like its an OVO problem, no longer mine. I consider all our dealing finalised after the final bill (Clue is in the name, surely!)

7 months of silence, then a bill with no explanation, no apology or anything other than a demand for payment is grossly unprofessional, and ridiculous

ChristopherS_OVO
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Userlevel 4
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Hey @DundeeSwordsman, 

 

I’m really sorry to hear about the email you received. It must have come as a bit of a shock. Sadly, we don’t have access to accounts to look into this for you. I’d recommend speaking with our Support Team, and they will be able to give you some answers. They can also file a complaint if you are unhappy about how this was communicated. You can find our Complaint Handling Statement here, https://bit.ly/3DcsZdj, along with more information on our complaints process: https://www.ovoenergy.com/feedback.

 

I hope you get things resolved soon! 

Renewable energy jokes never get old.
P

Hello, 

In december i moved from ovo to enather company, in february  they sent me final bill £450, i paid it, and i got prove from ovo the final bill is paid,

But now 4 months later they sent me enather final bill £105 pounds,

Loks like they will keep sending now evry few months final bills, i think its time go ask solicitor about that becose it smell cheat, 

Shads_OVO
Rank
Userlevel 4

Hi @Peter2312,

 

I’m sorry to hear this. 

 

Did your final bill have an estimated reading on it? Did the property have smart meters? It sounds like the final meter readings might not match the opening reading from your new supplier. It may be worth contacting Support so they can look into this further for you.

 

These threads may also help -

 

 

 

 

 

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