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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?

Updated on 10/06/24 by Shads_OVO

 

Firstly  - Welcome to OVO and to our wonderful online community!


Great question to ask about the discrepancy you’ve noticed with your readings there. Sounds like you submitted some opening meter readings, but these don’t match up with what you’re seeing on the final statement you’ve received from your previous supplier.

As our switching guide advises, we do encourage you to supply some opening meter readings around the date you switch. Once you submit these readings they are sent off to the energy industry to be  externally checked, so there’s a chance that they may be adjusted slightly by the time you see them on your statement.


If you haven’t already it’s worth checking this final reading matches the opening meter reading we’ve used on your first statement. This statement will be issued within 6 weeks of your switch date and can be viewed on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS).

 

Click ‘view details’ to see the meter readings


So long as the reading matches (despite not being quite what you submitted) you can be sure you haven’t been double charged for any energy used during your switching period. If the closing reading doesn’t match the opening reading it’s worth reaching out to our Support Team to check which reading was the ‘agreed reading’. If your previous supplier has billed you to a reading that hasn’t been agreed, they must re-issue your final statement to the correct reading.

If there’s a large difference between the readings you supplied and those used on your statement (even if both readings match) we may be able to apply to have them corrected. This process is known as the meter reading dispute process, and depends on the reading being outside of a certain tolerance - read more about this here.

Hope this helps get to the bottom of things and the switching hiccups are sorted quickly!
 

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I got the final bill after leaving OVO. I joined a year ago after bying a new flat. The previous tenant was with OVO.  There is a row called “migrated balance”. I don’t recognize the amount and it is quite high. I always paid my bills on time. I am not happy to pay this amount, can anyone please help me?

(note: my online acocunt never worked, I only got details from emails or phone calls).

Thanks Martin

No one here can access your account @martin78 as it’s a public forum. 
Do you have your first bill to check how that was reported? There should have been a starting reading for your energy which would correspond with the last reading from the previous tenant unless that was a problem at the beginning 

I got the first bill from November 2023 (I joined in September 2023). The opening gas reading is correct and there is no debt displayed there. I remember to receive letter for the previous tenant, he had different account number. I tried to solve it with OVO many times, but I was always told to ignore that. I don’t know the name of the previous tenant or any details.

So since November 2023 when you got that first bill, until now (November 2024) have you had any other bills from OVO or paid anything to OVO?
(If there were bills then were they based on actual meter readings or on estimates?)

What date was it that you left OVO?

PS, “Migrated Balance” sounds like a debit balance that has been transferred (migrated) to your new supplier.
Are OVO actually asking you to pay anything now?

I got the monthly bills in my email box. They were often based on Estimated reading, so I asked for new Statements based on Actual readings. Then I paid the monthly statements same day. I joined on 21/09/2023, got the first bill in November 2023 and left on 04/10/2024.

It looks that they incorrectly ignored the final ACTUAL reading which was lower than the ESTIMATED reading used in the next to last bill. I feel sorry that OVO is unable to spot that on first place and I must wait now for about 2 weeks to complete the investigation and get a new final statement. There was a reason why I decided to leave OVO…

I suspect that whoever has moved into the place that you have just left may have given a different ‘moving in’ meter reading to your ‘moving out’ reading.

 

….. I must wait now for about 2 weeks to complete the investigation and get a new final statement.

 

It sounds like you have already contacted OVO to query this?

I suspect that whoever has moved into the place that you have just left may have given a different ‘moving in’ meter reading to your ‘moving out’ reading.

 

I don’t think so. I think that the problem was caused by OVO during the recent migration. They migrated the estimated reading and they did not adjust for the “actual to estimate” difference in the final statement.

Hey @martin78 

 

Sorry to hear of the issues you’re having, it sounds very frustrating. 

 

Do you have a photo of the actual final reading? If so this can be sent to our billing team to re-adjust the final bill. Or does the letting agent have a record of this on the moving out inventory? 

 

I suspect that whoever has moved into the place that you have just left may have given a different ‘moving in’ meter reading to your ‘moving out’ reading.

 

….. I must wait now for about 2 weeks to complete the investigation and get a new final statement.

 

It sounds like you have already contacted OVO to query this?

 

This was my first thought, & is often the case with this nature of discrepancy. 

Sorry to hear of the issues you’re having, it sounds very frustrating. 

 

It is very frustrating, I had problems with OVO almost every month. Not having any online account and receiving bills that where often 5 times higher as they were based on estimates rather than actual readings.

 

I already sent the photo with the actual final reading yesterday.

I am waiting now.

Please pop back if you have any issues with the revised bill, I’m sorry this has been a frustrating experience. 

OVO is investigating my incorrect final bill, I have a case number. Last time I contacted them was 2 weeks ago. I didn’t anything from them since that time. What I should do?

Hi,

If you have the contact info for that case, please use that to reach the case handler. Otherwise, go via OVO Support using the options at https://ovoenergy.com/help .

position 35 in the queue, I am sorry, but I don’t have time for this.

That’s the best I can do I’m afraid. It’s usually quieter any day that isn’t Monday.

I got the answer now from the Chat. Someone already closed the investigation. I didn’t get any answers, no corrected Final bill, nothing. What can I do now?

You can ask for it to be reviewed again IIRC.

Hi,

I received wrong final statement. OVO messed up their migration from an old internal system. I explained it to OVO already 3 times, but I didn’t get any response yet. Last was 2 weeks ago. What should I do?

Hi ​@martin78 ,

If you’re not happy with progress, you can ask for an internal review. Please see https://ovoenergy.com/feedback for details.

Hey ​@martin78 

I’m sorry to hear this.

This topic may have some helpful advice:
 

 
If you aren’t getting anywhere with the support team, it might be best to follow Blastoise’ advice:
 

Hi ​@martin78 ,

If you’re not happy with progress, you can ask for an internal review. Please see https://ovoenergy.com/feedback for details.

 

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