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maidbloke
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October 5, 2021
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How can I correct a ghost "meter reading" which has lead to an unnecessary Direct Debit increase?

  • October 5, 2021
  • 21 replies
  • 1004 views

Hi any ideas on how to get a response from OVO here? They emailed me on 22 Aug saying they will increase my direct debit from £ 125 to….. £ 380!

Some investigation revealed this alarming increase appears to be caused by an OVO error. The electricity meter reading history page on the website shows a reading of 79927 marked "Manual" on 9 July. No meter reader attended the house. We don't have a smart meter. This meter reading is incorrect. See attached image.

My electricity reading was actually 75313.

I emailed hello@ovoenergy.com and they asked for a meter photo which I sent. I got a reply to that saying “I am writing to tell you I have submitted your Electric meter read and it was successful. You will also see these readings on your online account and the balance will be up to date in 24 hours.” Regrettably that did not happen and a large direct debit was taken. This was reversed by my bank, so no issues there.

Latest on this is that I emailed a reply with a request to remove the ghost reading on 21 Sept and no reply received. We’re approaching another month when the same thing is going to happen - OVO will take the wrong amount again and I am going to get it reversed.

How can I get this mistake corrected?

    Best answer by Jess_OVO

    Updated on 04/11/24 by Shads_OVO

     

     For more information on Direct Debits, check out our handy topics:

     

     

     

    This is a strange one! Not seen a ghost reading appearing like this before and it’s really disappointing to hear this has led to an erroneous Direct Debit increase. Any time an up-to date meter reading is entered it should correct any previous incorrect readings so it’s worth finding about today’s readings and contacting the Support Team, who’ll be able to override this out-of-line reading. They may also request a photograph of the meter (including meter reading) so it’ll be worth taking one just in case.

     

    Whilst you of course can raise this as a complaint as @Blastoise186 suggests, I’m hoping the team should be able to get things resolved without the need to escalate things further - the quickest way to reach the team is via our Online Chat which you can access on this page.

     

    Do let us know how the team gets things sorted, it’s really helpful to other who might have a similar issue in future.

     

    Also worth mentioning here, the best way to make sure your readings are up-to date and accurate is to think about getting a smart meter installed - click here to find out more. :slight_smile:

    21 replies

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    Newcomer
    mikk
    Newcomer
    November 22, 2025

    Guessing OVO was better 4 years ago, couldn't be any worse.

    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