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

I’m so sorry you’ve not heard back from the team about the over-estimated readings, @Davie1969.

If you haven’t already it’s worth reaching out to the Support Team directly to chase this one up. The quickest way to contact the team is via webchat - find a link to this at the bottom of this page.

Hope this helps get things sorted.

Sorry..I can’t see a link for chat

Sorry for the confusion, @Davie1969 - it should be the pink ‘Online Chat’ button you’re looking for -

This feature should be available Monday - Friday, 8am - 6pm. If you’re still not seeing this option it might be worth giving the team a call on 0330 303 5063.

Hope this helps!

I don’t see that option.I’ve called before then put on hold as they “don’t deal with that account “,then waited nearly an hour…no thanks

Hmm… If that’s the case then there’s three likely reasons for the chat option not showing up. It replaces the Email Us option whenever it’s available.

Either:

• Chat was closed for some reason (out of hours, emergency closure, no free agents etc)
• You’re still on the legacy billing system. Apparently certain parts of the live chat won’t work if you’re on the old system
• You’re using Safari on iOS - which is known for being weird. You might want to try another browser on a different device
• Some kind of bug is preventing the Email Us button from being switched out properly

Why are OVO trying to charge me for more energy than my meter is reading. On 4th July I was £807 in credit, on 5th July I was £996 in debit. Energy used on one day according to them is 23800Kwh my meter reading today is 13649. on my charges detail page, they say that I gave a reading of 11536, not me, I have never sent anybody any readings.

OVO are aware of this but are doing nothing about it.

It is one thing to have incorrect billing but it is another to have to deal with a totally third rate  customer service. I have spent about 30 hours trying to speak to people. Get fed up with trying to understand South African call centre personnel . When I eventually managed to speak to somebody that professed to be in UK, when I mentioned that OVO support was terrible and was the source of any error, she hung up on me even though she agreed that there was a serious error in my account.

Having read the customer service league tables on line, can see why OVO came either bottom or very near to bottom in almost every category.

OVO doesn’t use call centres in South Africa. Are you sure you’re calling the right number?

Same thing happened to me. Put back to simpler energy but exit fees taken - despite me cancelling after only one day into the 14 days cooking off period. Still waiting for my money to be refunded. I class this as theft! 

Sorry to hear of any bad experiences when speaking to our Support team, @Bill Andrews. We need meter readings from you to have the best chance of billing you accurately. Could you submit this via your online account so your charges can be updated? I‘d recommend getting a smart meter to automate this. 

A call out on that disconnected call: At OVO, we take the health and wellbeing of our team very seriously. A heartfelt thanks to the people who treat us with respect and kindness. Remember, we’re here to help you – and we won’t stand for abuse of any kind.