Skip to main content
T
Rank 1
TH3
Rank 1
March 2, 2022
Solved

Why am I still waiting for my tech issue to be resolved? I'm not receiving bills and can't access my account!

  • March 2, 2022
  • 22 replies
  • 1149 views

I am at my wits end. I have spent several hours and complained several times about this. I do not know what else I am meant to do.

Around October 2021, the accounts “were updated”. This kicked me out of my account and every time I try to log in it states “oops! Something is wrong”. I was assured in December that the case was a priority and would be sorted in 45 days and I would be kept informed. Obviously that was nonsense and I discovered through yet another call to ovo that no such case had been raised. I am also not receiving any bills. Seriously, how long does it take to fix such a simple issue? On top of this, not one of my formal complaints has been responded to. Absolute farce. 

 

Best answer by Jess_OVO

Updated on 19/11/24 by Abby_OVO

I’m really sorry to hear of the issues you’ve had with your account and the difficulty you’ve had when raising this one to our Support Team, @TH3.

 

As it sounds like there could be an account-specific technical issue which is preventing you from accessing your online account or receiving monthly bills, this should’ve been raised to our Tech team for a full investigation. It’s really disappointing to hear that the correct process may not have been followed when you originally reported the issue and I appreciate the frustration this has caused.

 

We’d usually expect you to receive a response to any complaint raised via email or our online complaints form within 5 days so I’d like to follow this up for you. I’ve sent you a Private Message requesting some account details so I can forward these on to the team.

 

I hope we can get this one resolved for you.

22 replies

Show previous replies
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
February 28, 2023

Hey @Sunelectric,

 

Sorry for the issues you’re having,

 

We don’t have access to your account here on the Forum so can’t be sure of what is going on in the background of your account. 

 

But it may be due to them needing to re-bill the account, if it’s for a period over a year ago it would need to go to our un-billed team and there’s no specific timeframe. 

 

Hope this gets resolved as quickly as possible for you. 

Renewable Energy? Big Fan.
Jeffus
Rank 20
Jeffus
Rank 20
February 28, 2023

Hey @Sunelectric,

 

Sorry for the issues you’re having,

 

We don’t have access to your account here on the Forum so can’t be sure of what is going on in the background of your account. 

 

But it may be due to them needing to re-bill the account, if it’s for a period over a year ago it would need to go to our un-billed team and there’s no specific timeframe. 

 

Hope this gets resolved as quickly as possible for you. 

Why is there no time frame even for an update? 

N
Newcomer
NewHome
Newcomer
October 9, 2023

How long does it take to get answers on a raised billing case? Or do you have to chase for answers?

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 9, 2023

Hey @NewHome,

 

It depends on whether the case has been raised as ‘high priority’ or what the issue is.

 

You’re best to reach out to the support team for a timeframe. 

Renewable Energy? Big Fan.
M
Rank 7
MCH59
October 10, 2023

How long does it take to get answers on a raised billing case? Or do you have to chase for answers?

My last one was fixed within a matter of hours. The problem is that they seem to expect their customers to be telepaths and therefore very rarely actually bother to proactively tell the customer when something is supposedly resolved … or not

If it isn’t obvious from your account whether the problem is resolved, then I’d suggest that you chase. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 13, 2023

    How long does it take to get answers on a raised billing case? Or do you have to chase for answers?

    Hi @NewHome did you manage to sort out your billing issue? 

      N
      Newcomer
      NewHome
      Newcomer
      October 24, 2023

      Has anyone had any experience with a raised billing case? I had a raised billing case and was on the chat line asking if there was any update. 

      Only to be told that my case needed to be raised to the home team department and that it could take up to 4 weeks, I'm so frustrated  being put from  piller to post every Time I enquire about this billing case. Feel like I'm just being fobbed off and getting no where , so it has taken the billing team 4 weeks to realise  it needed to be raised to a home team to investigate and resolve my issue. 

      This is so frustrating 😤 

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 24, 2023

      Hi @NewHome

      Is it related to the other two threads you have posted in?

       

      N
      Newcomer
      NewHome
      Newcomer
      October 24, 2023

      No

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 24, 2023

      No

      Hi @NewHome

      Sorry to hear about this different issue, I am just a customer like you. 

      Are you able to give some specific details about this billing issue?

      It is difficult to answer your question otherwise.

      If you think you are not making progress you could think about putting in a complaint if you haven't already

      https://www.ovoenergy.com/feedback

      If the issue then still isn't resolved 8 weeks after submitting a complaint you can ask the Energy Ombudsman for help

      https://www.energyombudsman.org/

      Some billing issues can take a long time. Just as an example anything involving a meter reading dispute on a bill. 

      https://www.ovoenergy.com/guides/energy-guides/guide-to-meter-reading-disputes

      How long can a meter read dispute take?
      It can take up to 12 to 18 weeks for gas and 14 weeks for electricity (it might take a little longer if we don't have enough – or the right – information).

      We know this seems like quite a long time, so we'll always try and get it sorted for you as fast as we can.

        Show more replies
        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