Skip to main content
K
Rank 1
kkvasan
Rank 1
May 24, 2023
Solved

No progress in meter reading dispute, poor customer support

  • May 24, 2023
  • 37 replies
  • 1871 views

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

Best answer by Tim_OVO

Updated on 22/07/26 by Ben_OVO

@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:

 

37 replies

Show previous replies
M
Rank 2
Maureen D
Rank 2
December 2, 2023

All I will say is good luck!

 

In the 3 months since I was fully migrated from SSE it has been one mistake after another.  They wiped my credit out with an incorrect bill which I had to fight for 2 months.  I thought I had successfully resolved it.  Got my credit back plus £100 compensation.  All good I thought.

 

Logged in yesterday to have a look at my account and yet again a totally fictitious bill has been produced saying I’ve used 4000 units in a month and wiping out most of my credit again.

 

You really couldn’t make it up. I am at my wit’s end with them.

Jeffus
Rank 20
Jeffus
Rank 20
December 2, 2023

So, when we migrated over from SSE to OVO, despite having a smart meter, an estimate was taken for April of £2715. No joke.

We barely used £95 throughout spring and summer but have been paying £231 since last winter, meaning we should be well in credit going into this winter.

instead, they are saying we are in debt and our direct debit needs to go up to £524!! 
I have called countless times and made a complaint and asked people to look into this error - it’s plain to see on my readings- and still nothing has happened. In fact, they closed my complaint without ever contacting me or doing anything at all.

At my wits end and would love to hear if someone has actually had their issues successfully resolved?

Hi @Connected76 

Sorry to hear about the issues

I am just a customer like you

If OVO have simply closed the complaint and you are not happy with the resolution, then I personally would simply go to the Energy Ombudsman and ask them to take over your case if you haven't already 

https://www.energyombudsman.org/

You need to give them as much information as possible including copies of correspondence, dates and times you have contacted OVO etc

OVO are not allowed to simply close a case, they have to check you are happy with any resolution or issue a deadlock letter.

OVO have been investigated recently for their handling of complaints 

https://www.ofgem.gov.uk/publications/ofgem-opens-compliance-engagement-respect-ovos-complaints-handling-process

D
Newcomer
danshoebridge
Newcomer
December 2, 2023

Exactly the same problem here - enormous ‘Balance Adjustment’ charge, no further information, complaint raised, no further correspondence despite numerous contacts on my part, and at one point the helpline claimed the complaint had been closed.

Looking at the above post it looks like this is a definite pattern and the ombudsman is the only option.  I’ve never encountered a customer complaints service that will not engage in this way, especially given the large sums of money involved.

    M
    Newcomer
    MuhammadAhmad
    Newcomer
    February 8, 2025

    Hi guys,

    My debit just rose to over £7000 pounds. OVERNIGHT!

     

    I pay £145 month. WHY ARE MY MONTHLY BILLS OVER £1000 NOW?

     

    I hope this is a glitch.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    February 8, 2025

    It probably is. I’d recommend you let OVO know on Monday and ask for that to be looked into.

    Live Chat via https://ovoenergy.com/help is the fastest way

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    M
    Newcomer
    MuhammadAhmad
    Newcomer
    February 9, 2025

    It probably is. I’d recommend you let OVO know on Monday and ask for that to be looked into.

    Live Chat via https://ovoenergy.com/help is the fastest way

    I hope it is. I have all the bill statements and the amount of debit I owed was only £80. I don't know where £7000 came from

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    February 10, 2025

    Hey ​@MuhammadAhmad, 

     

    Have you been supplying regular meter readings? We don’t have any access to your account through the Forum so our best advice is to speak to a team member as ​@Blastoise186 has linked above. They’ll be able to check your account and give you the best advice for your circumstances. 

     

    I hope you get things sorted 😊

    Renewable energy jokes never get old.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd