Question

No progress in meter reading dispute, poor customer support

K
Rank

Dear Ovo Team, 

 

We started our contract with OVO on 23-11-2022 and the initial reading sent was 69108 taken on 25-11-2022.  However, the last reading updated on your system shows 63871. We moved into this apartment on 28-10-2022 and the reading was 68719, again confirmed by our lending agent. (At the time we were with SSE). There is a discrepancy of around 5000 units for which we are not liable and but we were charged with November bill which became as £1936.09. I have contacted Ovo several time during december and january, they never takes action, just give me promises.  After many calls and emails, they told me they are opening the meter reading dispute. I waited for a long time but didn't get any response. Then I again sent an email, and I got a call back from them, saying they will open a meter reading dispute and this time I got confirmation through email. Even though 12 weeks have passed, I didn't get my meter reading corrected or gotten any response from them. 

 

Vasan

7 replies

BPLightlog
Rank
Userlevel 7
Badge +4

Hi @kkvasan and welcome to this customer forum. Your comments sound rather frustrating but most people here are other customers - there are one or two OVO moderators but no one has access to your account and so probably can’t help with specifics. 
If you feel that you’re not getting any resolution it might be worth looking at their complaint system unless you’ve already done that. 
https://www.ovoenergy.com/feedback

 

Sitting in a Faraday cage, waiting for a signal
Tim_OVO
Rank
Userlevel 7

@kkvasan just one thing on reading disputes, they can take up to 12 weeks to be complete. 

 

I’d recommend you check your online account first to see if your bills have been redone with the new opening meter reading: https://account.ovoenergy.com/billing-history

 

If there’s no change and it’s been 12 weeks since the most recent time you were advised that the dispute would be raised, I’d recommend you chase this up via online chat. 

 

More information on reading disputes here:

 

 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
K
Rank

Hi @Tim_OVO , 
It has been more than 12 weeks since I received the confirmation email for case opening of meter reading dispute. I tried through the online chat as well in addition to emails, now OVO is saying they mistakenly closed the case but they didn’t inform me about the closure of the case. really disappointing ! 

Vasan

Emmanuelle_OVO
Rank
Userlevel 6

Hey @kkvasan,

 

Really sorry to hear this,

 

You can contact our Support Team to re-raise the read dispute, there is also the option to raise a complaint. They should be able to add a billing suspension to your account when the dispute is raised, and put your direct debit on a review suspension ensuring it isn’t increased or reviewed until the dispute is resolved.

 

I hope this gets sorted out for you as soon as possible.

Renewable Energy? Big Fan.
K
Rank

Hey @Emmanuelle_OVO , 

Thank you for more details  on meter reading dispute. When I am contacting the support team, reply is they are escalating the issue but didn’t get confirmation of meter reading dispute. I should chase them next week and should ask billing suspension as you mentioned just to confirm they have taken my case. 

Many Thanks,
Vasan

Jeffus
Rank
Userlevel 7
Badge +2

Hey @Emmanuelle_OVO , 

Thank you for more details  on meter reading dispute. When I am contacting the support team, reply is they are escalating the issue but didn’t get confirmation of meter reading dispute. I should chase them next week and should ask billing suspension as you mentioned just to confirm they have taken my case. 

Many Thanks,
Vasan

Worth finding out if they ever raised an official complaint, the case number and the date it was raised.

https://www.ovoenergy.com/feedback

Then after 8 weeks from the date it was opened if it still isn't resolved you can ask the Energy Ombudsman for help

https://www.ombudsman-services.org/sectors/energy

 

 

 

 

Emmanuelle_OVO
Rank
Userlevel 6

Hey @kkvasan,

 

Sorry to hear this is on-going, 

 

It sounds like they may be referring to the other company not accepting or responding to the dispute request. It might be worth contacting your previous supplier to raise the dispute at their end (it can be raised by either supplier as both need to agree to change their closing/opening readings). 

 

I’d definitely advise asking for a billing suspension and to put any direct debit reviews on hold until this gets sorted out.

 

Keep us posted with how you get on! 

Renewable Energy? Big Fan.

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