SSE to OVO read dispute- Where is my 'balance adjustment'?

It looks like your account needs a Read Dispute - there’s a bit about that here: https://www.ovoenergy.com/guides/energy-guides/guide-to-meter-reading-disputes

@Jeffus Hello, and thank you for your reply. Yes, I have sent OVO my final bill from SSE, in fact I have already sent them ore than the last bill but a few bills from the past to show them that the meter reading they have used as presumably taken on 13th Feb was closer to one recorded in Oct 2022. I have also sent them pictures of all meter readings I have provided SSE before it moved to OVO and after, as I was recording those, and spoke to numerous customer service reps who are either sarcastic, or put the phone down, very few are polite and willing to help. In fact one said that it is sorted but it doesn't seem to be.

That is annoying. 

In case you haven't seen it, this is the complaint info

https://www.ovoenergy.com/feedback

This is the complaint email address, the regular OVO email address has been withdrawn and is no longer operational. 

complaints@ovoenergy.com

Have you been given a complaint reference number?

Ask OVO to issue a deadlock letter to the complaint, then you can ask the Energy Ombudsman to help. Else you need to wait 8 weeks from when your complaint was submitted. Do you know the date it was submitted? 

You can always include a link to this thread when you email the complaint team. That can sometimes help. 

https://forum.ovoenergy.com/my-account-140/sse-to-ovo-incorrect-readings-14688

Posting a 1 star review on Trustpilot is also sometimes helpful

https://uk.trustpilot.com/review/www.ovoenergy.com

I assume there isn't a 2073 reading on the reading page?

What happens when you untick the hide estimates box?

As part of the migration, your previous SSE bills should be visible in the OVO app and website. Can you see them? 

Does the balance adjustment appear on your balance summary? When was that email received? They do take a while to get these updates processed 🙄

That is annoying @dorota 

Did you keep a copy of the corrected bill when you saw it? 

They sometimes add a balance adjustment £ to accounts rather than making a change to readings. 

So have a look at your bills, you can download them on this page. See if there is a line somewhere with a £ credit figure added somewhere. 

https://account.ovoenergy.com/billing-history

So for me they added it as a goodwill line, but it may be something like Balance Adjustment or something

Worth checking just in case. They did this for me rather than update the readings. 

Annoying @dorota , sounds like you will need to ask OVO to reopen the complaint next week. Obviously we can be absolutely sure on the forum as we can't access your account. 

It is particularly annoying as there is no version control on OVO bills which makes diagnosis about what OVO are doing particularly difficult. 

When OVO next say they have fixed the issue I suggest asking them to email the bill(s) with the corrections so you have a record in case it happens again. Ask them to point out exactly what you should be looking at on the bills in terms of any corrections. 

Post how you get on as i am sure it will be helpful for other customers. 

Hi @dorota 

I would certainly ask for some goodwill compensation given you have had to re raise the issue.

Certainly the Energy Ombudsman would ask OVO to pay that if you had to go to them as part of sorting out the issue so they should give you something. 

@M1les I am very sorry to hear this. I have read on various platforms that many people have this sort of issues with OVO since the move from SSE. I think the comments above might be helpful in some way and your issue will be resolved promptly.

The balance on my account has been changed so many times since the move, I stopped counting, and of course its never in my favour. During the last four weeks I have supplied OVO with my past bills from SSE to confirm my meter readings, because they are trying to charge me using meter reading that looks close to one given in Oct 22, definitely not Feb 23, but instead of fixing the issue where I am asked to pay for energy I have already paid for, OVO has added like 6 more bills to my account now based on the ones I have sent them claiming SSE has not charged me enough in the past….its not much and I would be happy to pay it they could take the time to explain to me how it has been calculated, but they are not replying to me. And of course the issue I have actually asked them to resolve which is clearly a mistake on their part remains unsolved. ah, another thing I have received is an increase to my direct debit for £70 more per month to existing 170 ..which is also rather in fav of OVO (I am in one bed flat), and perhaps based on the made up by OVO high usage of energy. Seems strange right, my usage decreased with the warmer weather yet OVO claims I need to pay 70£ more each month?

Well I will be leaving asap. 

I'm not sure if I'm honest.  Probably should call again. 

@dorota its probably best explained if you click on this:

If your meter readings look like they’re up the Swanee from a migration from SSE to OVO it’s probably best to request one ! 

Hey @dorota,

Sorry for the issues you’re having, 

The balance adjustment following a read dispute typically comes from a re-bill from SSE, so it can take some time. Unfortunately, we don’t have access to your account here on the Forum. I can see other Community Members have also given some helpful advice here:

Hope this helps.