No progress in meter reading dispute, poor customer support

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

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

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.

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

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! 

Hi @Emmanuelle_OVO , @Tim_OVO @BPLightlog, @Jeffus 

Finally OVO sorted this ( I made a complaint through Ombudsman as well). My ovo account now shows the right opening reading and monthly bills also got updated. Thank you everyone for your suggestions and support. 

Many Thanks, 
Vasan

Hello I was moved electricity suppliers  on 8 Aug this year and I’m on a 3 meter reading.  SSE sent a final estimated bill on 12 Aug which was inaccurate for 2 of the 3 readings. I entered readings online on 12 Aug but my previous supplier have not altered their final bill and ovo are using my actual meter readings for their opening readings.

The end result is I’ve paid for 129 units of electricity twice which is over £30. I’ve live chatted and spoken on the phone to ovo customer service and support team, sent in photos of my meter readings. Also chatted to my previous supplier but they keep passing me back to ovo.

How do I proceed from here?