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Why did I notice a large jump in my usage and account balance when it was moved from SSE to OVO?

C
Rank

Hi all, 

I was recently prompted to move from SSE’s payment portal to that of OVO.

Before shifting to OVO, I had a credit balance on my SSE account. All of a sudden, OVO’s account reflected a “Today's balance” of “£2,301.25 in debit”, with the absurd reading of 7703kWh electric consumption a day. For reference, I have a smart meter so I do not have to enter anything manually. 

I don’t have the intellect of Sir Isaac Newton but certainly that is astronomical compared to any average household, yet alone mine. 

I have attached screenshots in this post. Can someone explain to me what is going on? How on earth did a credit in an SSE account transfer to a £2,301.25 debit in a OVO account. 

 

 

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Best answer by Jess_OVO 29 June 2022, 13:00

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C
Rank

Update: I contacted them and they said with smart meter readings this is normal, it does take up to 6 weeks to “calibrate” and accurately reflect the appropriate readings. 

Jess_OVO
Rank
Userlevel 7

Hi @cja5553 and welcome to the OVO online community!

 

Looks like you’ve already been in touch with our Support Team to report what looks like a bit of a hiccup there with your account balance since you joined us from SSE.

 

I’m hoping things will be straightened out by the time you get your first OVO monthly summary. Do keep us updated here, will be good to hear that things are back on track. 🙂

 

Update  2: MyOVO payment portal has now accurately reflected the appropriate values <24 hours after calling OVO to raise the matter. While I am thankful for and appreciate the speed at which this was dealt, it would have been nice if an explaination was communicated to me of some sort. 

Seems more like an obvious and systematic error was made, else, it wouldn’t have been resolved so quickly. To consume 7703kWh electricity a day is too absurd, I doubt even 10 downing street consumes that much electricity even after all its boozy parties. 

If anyone ends up with a crazy amount like I did, I suggest calling the migration team too. 

 

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C
Rank

Update  2: MyOVO payment portal has now accurately reflected the appropriate values <24 hours after calling OVO to raise the matter. While I am thankful for and appreciate the speed at which this was dealt, it would have been nice if an explaination was communicated to me of some sort. 

Seems more like an obvious and systematic error was made, else, it wouldn’t have been resolved so quickly. To consume 7703kWh electricity a day is too absurd, I doubt even 10 downing street consumes that much electricity even after all its boozy parties. 

If anyone ends up with a crazy amount like I did, I suggest calling the migration team too. 

D
Rank

Hi all, just letting you know a little story about OVO/SSE incompetence. 

After the change over from SSE to OVO, I started paying my bills monthly as I was told I can’t pay quarterly like I use to with SSE?? OVO website says I can?  Paid my first 2 months bills and noticed a large debit of nearly £700 !!! Rang OVO to find out what was happening, after a few phone calls I was told SSE had UNDER charged me from last September 2021 ? Even though they had all my up to date meter readings and my bills paid on time in full.  I have to pay for SSE’s mistake.  Phoned OVO put through to their debt. department who took a £10 payment and gave me a number to ring. This number is a charity that finds a debt company to deal with my now DEBT that goes against my credit score?? I had to get back to OVO and pay it off in one go just to stop all the stress of phone calls to everyone and being on hold for 35 -45 minutes at a time. Even though I always paid my gas and electric bills on time, there is now way SSE will reimburse my money for there mistake.

ONE VERY ANNOYED CUTOMER. 

P
Rank

I feel for you. We have had months of trying to sort our account. My mother passed away, OVO wouldn’t let us access the account even though the details were correct and SSE did allow access. We changed the account over and OVO have lost payments we have made. Emails are useless as they always come back with ‘phone us.’ They say we owe them a lot more than we do due to the missed payments but they fail to sort it out time and time again. We just want a correct amount to pay. No one seems to talk to anyone at OVO - useless is an understatement! Hope you get yours sorted soon and if not go to Ofgem 

Jeffus
Rank
Userlevel 7
Badge +2

Hi all, just letting you know a little story about OVO/SSE incompetence. 

After the change over from SSE to OVO, I started paying my bills monthly as I was told I can’t pay quarterly like I use to with SSE?? OVO website says I can?  Paid my first 2 months bills and noticed a large debit of nearly £700 !!! Rang OVO to find out what was happening, after a few phone calls I was told SSE had UNDER charged me from last September 2021 ? Even though they had all my up to date meter readings and my bills paid on time in full.  I have to pay for SSE’s mistake.  Phoned OVO put through to their debt. department who took a £10 payment and gave me a number to ring. This number is a charity that finds a debt company to deal with my now DEBT that goes against my credit score?? I had to get back to OVO and pay it off in one go just to stop all the stress of phone calls to everyone and being on hold for 35 -45 minutes at a time. Even though I always paid my gas and electric bills on time, there is now way SSE will reimburse my money for there mistake.

ONE VERY ANNOYED CUTOMER. 

Hi @ducassos

I don't work for OVO, am just a customer like you. Sorry to hear about your issue. 

I can't tell if it will help in your case or if you have looked into this already.

Under the Ofgem rules, energy companies can't back bill you more than 12 months. I only mention in case any of the back billing on your account was for a period over 12 months ago. 

Jeffus
Rank
Userlevel 7
Badge +2

I feel for you. We have had months of trying to sort our account. My mother passed away, OVO wouldn’t let us access the account even though the details were correct and SSE did allow access. We changed the account over and OVO have lost payments we have made. Emails are useless as they always come back with ‘phone us.’ They say we owe them a lot more than we do due to the missed payments but they fail to sort it out time and time again. We just want a correct amount to pay. No one seems to talk to anyone at OVO - useless is an understatement! Hope you get yours sorted soon and if not go to Ofgem 

Hi @PGrimmett

I am just a customer like you, I don't work for ovo, sorry to hear your issues. Some of us post on a few threads if we think we can help. 

I see you posted originally on another thread and @Jess_OVO offered to help. 

https://forum.ovoenergy.com/my-account-140/how-do-i-change-the-name-on-an-ovo-account-following-a-death-all-other-details-unchanged-9667?postid=54786#post54786

Did @Jess_OVO manage to progress anything for you?

 

D
Rank

Hi all, thanks for replies and advice. It all stems from Sept 2021 as far as I can find out . Because I can't get in touch with SSE it's difficult to get any info. I have to wait 8weeks to complain to ombudsman. I have written to Ofgem and citizens advice . 

Tim_OVO
Rank
Userlevel 7

Hi @ducassos 

 

I’m so sorry to hear of this unexpected charge on your account.

 

As you’ve come from SSE, might it be due to a change in the opening meter reading? You can check the readings used to close your SSE account and the final balance via the SSE online account. Has this changed at the same time as the bill? Does it tally up with your first statement with OVO? 

 

There’s a topic on this here:

 

 

As you might imagine it’s tricky for me to comment on this as I can’t see your account. If you’re not able to make much progress on this with our Support team, let me know via this thread. 

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

Hi Tim, I am dealing with it as a formal complaint now. Ref 11657556. 

I really don't know who does the ovo website but it keeps sending me old bills not updated . Just received one today. At 13:21. It's ridiculous. My account shows me bills NOT updated which I have paid, still showing in debit. It's a total farce.  

D
Rank

Still not getting any replies from OVO. How long does it take for them to communicate after you lodge a complaint?  

P
Rank

@Jeffus 

 

Hi @PGrimmett

I am just a customer like you, I don't work for ovo, sorry to hear your issues. Some of us post on a few threads if we think we can help. 

I see you posted originally on another thread and @Jess_OVO offered to help. 

https://forum.ovoenergy.com/my-account-140/how-do-i-change-the-name-on-an-ovo-account-following-a-death-all-other-details-unchanged-9667?postid=54786#post54786

Did @Jess_OVO manage to progress anything for you?

 

 

Hi, we are still waiting. I complained again as they said their ‘help’ email was no longer valid even though they use the same one on their ‘help’ and ‘complaint’ pages. Someone else found the email I had sent and has passed on to ‘Collections’ but we still haven’t heard anything. We have paid the whole bill now as we do not want any problems for the next owner. Now OVO owe us money! I don’t recommend them to anyone. 

Tim_OVO
Rank
Userlevel 7

Hi @ducassos please be advised we will pick up that complaint email. We’re seeing large volumes of customers contact us which is affecting our ability to reply within the usual 5 working days. 

 

To get that complaint looked at, for you and @PGrimmett, you might consider following it up with a message to our online chat team. Thanks for bearing with us as we support each and every customer reaching out to us as best as we can. 

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

Ovo tries to steal money from me trying to bill me almost 4000 pounds bill when i wasnt in my flat and they still suppose to refund me money from SSE bill. Despite various emails to them and phone calls and even enginner from OVo - my account suppose to be frozen and investigation  taken and nothing has been done . I am seeking legal advice now.

Tim_OVO
Rank
Userlevel 7

Thanks for flagging this one, @alice7.

 

I’m really sorry that I can’t offer any advice on this. It sounds like a complaint has already been active and an account-specific issue means OVO and/or SSE are charging you for a period when you say you aren’t liable. 

 

As you can imagine, forum members or moderators can’t give you account specific advice. Please see OVO’s complaint process, which includes the Energy Ombudsman:

 

https://www.ovoenergy.com/feedback

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
M
Rank
Badge +1

As a general (not account specific) comment any customer that feels that a Direct Debit has been taken from their account improperly can demand it be instantly (yes I use the word correctly) reversed via their bank.  Sometimes its necessary to use the big gun.

Eon and EDF customer. Don't think smart meters are worth the expense.
J
Rank

What is going on. My account is still with SSE. All of a sudden without notification they are charging me £622/month for electricity when I was always paying £139 and was in credit! The started this in August. SEE website tells me that I cannot submit a meter reading while my account is being moved to OVO. Are they expecting that I pay £622/month again? I don t have this sort of money. That is like a mortgage? Who can afford this. It is outrageous.

 

Emmanuelle_OVO
Rank
Userlevel 6

Hey @John Richard Miller,

 

Sorry for the issues you’ve had. 

 

I’d advise getting in touch with SSE as soon as possible to discuss this.

 

As it is account specific I can only speculate as to what might have happened here.

 

If you have a smart meter, it may have stopped communicating and so you’ve received a high estimated bill. Or, if you haven’t submitted a manual reading for a while and a recent reading you’ve submitted is higher than the previous estimates this could cause a large arrears.

 

Have you recently come out of a fixed contract? Energy prices have increased significantly. So if you were in a fixed rate tariff you have recently come out of, it’s possible your direct debit has been recalculated based on the new rates. 

 

We have a great FAQ page which might help answer any further questions you have about the switch from SSE to OVO. 

 

We’ve also got a page with FAQs dedicated to the Energy Bills Support Scheme.

And OVO’s Customer Support Package: everything you need to know

 

Hope this helps. 

Renewable Energy? Big Fan.
S
Rank

Since moving over to Ovo 4 days ago our daily electricity costs have hiked about 30% even though our use is the same. Not even sure what tariff we are on. Also Direct Debit is incorrect, we have had over 100% increase. Finding it difficult to familiarise with the operation of this company. Spoke with contact centre and they don't have permissions to rectify our DD amount. 

Jeffus
Rank
Userlevel 7
Badge +2

Hi @Shall

1. Do you have a smart meter?

2. OVO calculate your direct debit based on what they believe to be your Future Annual Consumption. You can find it on this page on the website, not the app.

https://account.ovoenergy.com/plan

Does it look correct? It gradually updates as the system learns how much you use. It may have been set initially at too high a value. 

If you can show the Future Annual Consumption is too high, you can request you direct debit is frozen at a lower level for 3 months. 

You can also see what tariff you are on using the same page.

3. What page are you looking at regarding your daily electricity costs going up 30%?

Emmanuelle_OVO
Rank
Userlevel 6

Hey @Shall,

 

Sorry for the issues you’re having. 

 

Hi @Shall

1. Do you have a smart meter?

2. OVO calculate your direct debit based on what they believe to be your Future Annual Consumption. You can find it on this page on the website, not the app.

https://account.ovoenergy.com/plan

Does it look correct? It gradually updates as the system learns how much you use. It may have been set initially at too high a value. 

If you can show the Future Annual Consumption is too high, you can request you direct debit is frozen at a lower level for 3 months. 

You can also see what tariff you are on using the same page.

3. What page are you looking at regarding your daily electricity costs going up 30%?

 

@Jeffus has already asked some great questions here. Just wanted to add that it could be an out of line opening reading? There is more about this topic here: 

 

 

Are you on the Simpler Variable Tariff? It will say both on your Online Account and welcome pack. Prices are going up at the beginning of October in line with the Energy Price Cap Guarantee which may be why your direct debit has gone up. We have a great FAQ page you might find helpful:

 

 

Hope this helps. 

Renewable Energy? Big Fan.
S
Rank

Thank you all for your helpful suggestions really appreciate them.

Just for update I escalated my DD issue via formal complaint this am. 

 It was quickly resolved by early afternoon by reinstating our previous DD with SSE as requested. Very happy and relieved.I will now do as suggested and request it is fixed for 3 months. 

We do have a SMART meter,and this is what quickly alerted me to the fact that our apparent  daily usage had escalated by at least 30%. There is no reason from our end  for a sudden  incease.  I then noted we had transferred over to OVO same-day. I am also aware ofnew price hike on Oct 1st so very  concerned about this. 

I will now  raise this formally with OVO as there is not much time left before next price hike on the 1st October.

 

Emmanuelle_OVO
Rank
Userlevel 6

Hey @Shall,

 

Sorry for the issues you’re having.

 

Can you send us a screenshot of your meter readings so we can see if the opening read is estimated. Or if there are issues with your smart meter communicating. 

 

 

 

 

You may find this guide helpful:

 

 

Keep us posted with how you get on.

Renewable Energy? Big Fan.
S
Rank

Hello Emanuelle, 

Thank you for replying. I have just prepared a spreadsheet comparing our Ave daily electric use with SSE and the Ave daily use with Ovo since transferring over last Thursday 21st October. This clearly shows the use has spiked. There is no reason from our end to account for this. We have undertaken many measures over the summer to reduce our use and monitor our use on a daily basis.  I will now make a formal complaint to have this investigated as we remain very worried that the tariffs will increase on 1st October.

Emmanuelle_OVO
Rank
Userlevel 6

Hey @Shall,

 

Sorry for the issues you’re having. 

 

If you log into the Online Account and select meter readings. You should be able to see if there are any issues with the meter readings. There might be an estimated opening reading, or we may have lost communications with your smart meters.

 

It might be a billing issue rather than your usage, we would need a bit more information from you to get to the bottom of this. Could it be that prices have increased? Not the usage?

 

Let’s get this sorted together! 

Renewable Energy? Big Fan.

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