Sold our house and informed OVO via the website that we were moving in March 2023.
Took final readings on move out day and received a final bill and statement a couple of weeks later.
Stated that our account was in credit and we would receive a refund, which we did so all good we thought.
Decided to switch to OVO at our new property and so set up a new account (apparently we could not just switch to a new address, had to totally close previous account and start a new one). That seemed to go well too.
Only thing was, we had 2 accounts showing when we logged in.
Kept phoning customer services to ask for previous to be removed.
Then checked the old account and was astounded to discover that it said we were £180 in DEBIT.
Lots of calls to customer services later, an account manager sent an email stating that the difference was because the final bill was done from estimated readings and the new balance was from actual readings received 3 days later.
Fair enough, but in those 3 days the accounts department is trying to say that we went from £147 in credit (which was refunded to us) to £183 in debit.
Have logged an official complaint now because they just can’t or won’t give us an explanation.
Just wondered if anyone else has had a similar problem?
Their service at our new place is fine
Best answer by Emmanuelle_OVOView original