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Rank 1
Laura
Rank 1
May 29, 2018
Solved

OVO over-estimated my usage - Will I be refunded now I've submitted meter readings?

  • May 29, 2018
  • 46 replies
  • 3036 views
Hi,

I received my first gas and electricity bill last week, which was based on estimates since I had only provided a reading when I moved in. However, after realising I needed to submit monthly readings, I submitted the readings straight away and realised I was overcharged. In that month, I spent less energy than what was actually estimated.

Will the amount I was charged for be adjust now that the real usage can be calculated? How will I be refunded for that?

Many thanks for your help!

Laura
Best answer by Tim_OVO

Updated on 16/06/23 by Abby_OVO

 

Sorry to hear we’ve been over-estimating your usage. It sounds like there may have been a long period since your last reading meaning our projected usage figures aren’t in-line with what you’ve actually used. 

Now that you’ve supplied a correct reading we’ll adjust this projected usage figure and your Direct Debit calculations. Any estimated charges which were applied previously will be corrected so you may notice your credit balance increase too. The easiest way to keep an eye on these changes and submit more regular meter readings in future is via your online account or OVO app (download for Android or iOS).

 

You can also book a smart meter appointment here to avoid any estimated charges happening! If the over-estimated charges have left you with a large credit balance you’ll be able to request a refund of some this balance back to your bank account. Find out how in the great guide below:

 

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

 

46 replies

Transparent
Rank 20
Transparent
Rank 20
May 30, 2018
Hi @Laura,

Welcome to the Forum :)

I'm unsure if you realise that the OVO Forum is responded to by fellow customers, rather than OVO Customer Support.

However, I can answer your question...

The actual readings you've just submitted will be used to calculate the next bill. Since this is cumulative, it will automatically adjust for the previous high estimates. You need do nothing more.

You don't say if you are paying by Direct Debit, nor when your contract started. If you fill in these details on your Forum Profile it helps us to give more accurate responses. But feel free to post here again if you'd like clarification of the billing process.
Save energy... recycle electrons!
    E
    Newcomer
    elliotrussell
    Newcomer
    October 31, 2018
    I appear to have been over-charged for my gas this month (October) Under my usage it says around £15 but I've been charged about £44 for gas the past month. This is probably just an error as £44 is more than double what we've ever had to pay for gas. How can I get this rectified?
    Nancy_OVO
    Retired Moderator
    Nancy_OVO
    Retired Moderator
    November 5, 2018
    Hi @elliotrussell,

    I've moved your question onto this topic about gas bills.

    Sounds like you might have been billed to estimated readings. Have a look at @Transparent's answer above for more information about how to get this corrected.

    Cheers,
    Nancy
    Your guiding light(bulb)
    G
    Newcomer
    GaryT
    Newcomer
    October 22, 2020

    two quarters and two estimates for a vulnerable person were three times the quarterly average bill. Why? 

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    October 23, 2020

    Hi @GaryT and thanks for posting. 

     

    Can you help us all out here and give a little more info about this? 

     

    Do you not have a smart meter so you need to submit readings manually? If so, when did you last submit a reading?

     

    That might be all we need to offer some suggestions as to what’s happened here… hopefully! 

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    G
    Newcomer
    GaryT
    Newcomer
    October 23, 2020

    Hi

    No smart meter she is over 85 and doesn’t understand them 

    I made contact on their behalf when the estimate was over £1000 in the spring with a meter reading and the estimate in the autumn was also over £1000 - the revised actual bill was just over £150. I cannot see any reason why the algorithm that does the calculation is set so unbelievably high.  There is no justification and if it happens again the perhaps the energy ombudsman will be interested in this form of bullying profiteering. 

    It is extremely distressing for old people to manage finances without seeing and then dealing with this and I am sure this person has not been singled out by your billing methodology. 

    Perhaps  you can provide the total number of OVO group estimated readings that are subsequently reduced by more than 30% please

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    October 26, 2020

    Thanks for this info, @GaryT 

     

    Now that I have this, I’ve been able to find an existing topic thread on the same query and move it over to this one. 

     

    I’ll write a detailed response below and assigned it as the new best answer for anyone else who finds it.

     

    :blush:

     

     

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    Tim_OVO
    OVO Staff
    Tim_OVOSolved
    OVO Forum Legend
    October 26, 2020

    Updated on 16/06/23 by Abby_OVO

     

    Sorry to hear we’ve been over-estimating your usage. It sounds like there may have been a long period since your last reading meaning our projected usage figures aren’t in-line with what you’ve actually used. 

    Now that you’ve supplied a correct reading we’ll adjust this projected usage figure and your Direct Debit calculations. Any estimated charges which were applied previously will be corrected so you may notice your credit balance increase too. The easiest way to keep an eye on these changes and submit more regular meter readings in future is via your online account or OVO app (download for Android or iOS).

     

    You can also book a smart meter appointment here to avoid any estimated charges happening! If the over-estimated charges have left you with a large credit balance you’ll be able to request a refund of some this balance back to your bank account. Find out how in the great guide below:

     

     

    OVO member but not got a smart meter yet? - Book today!

     

    Interested but not yet an OVO member? - Check out our plans!

     

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    G
    Newcomer
    GaryT
    Newcomer
    October 26, 2020

    i provided an accurate reading at the end of the previous quarter which was equally overestimated by you so the EAC should have been adjusted so I still do not consider that 5 times the consumption is a fair and reasonable estimate.

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      October 27, 2020

      Very strange, @GaryT 

       

      I would first request from our Support team that your (her) EAC is checked. I’ve seen errors which can lead to this figure being wrong, and then if we do use it to create estimates, these are wrong as well. 

       

      If it looks inline (averages below), then this isn’t the cause and some digging needs to be done by the agent. Please keep us updated though….

       

      What is the average EAC?

       

      The current average EAC / AQ, as specified by Ofgem, is as follows:

      • Electricity (P1): 3,100 kWh
      • Electricity (P2): 4,200 kWh
      • Gas: 12,000 kWh
      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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