Why has my final bill charged me beyond my move-out date?

Hey @davedjc84,

Sorry for the issues you’re having,

Support would be best placed to assist with your query as they’ll have access to your account notes, and any re-bills that have taken place. I’m wondering if the additional refund might have anything to do with an Energy Bills Support Scheme payment?

Sometimes when a customer moves out of a property and doesn’t submit meter readings, the new tenants submit actual readings when they move in which means we have to issue a re-bill. If you have photos of your final meter readings I’d advise submitting these through web messenger. It may be that the new tenants have submitted a higher reading that the ones you took when you left the property.

Keep us posted with how you get on. 

Hi I’m in the same boat I pay my monthly bill on time etc. never had a issue I logged into my account it said £197 credit where I can get refund as I over paid so they accepted and gave my refund to thsn find out I’m in a debit of £724 keeps going up in so baffled and confused as it’s error from there side now this refund they gave is affecting my account n now I’m on debit which is so confusing I get I must of used more than my actual price but for it be increased to £724 out of no where is confusing I have raised  this and on the high priority list been a week just waiting for them to get back to me as no way I can afford to pay this much whne it was their error if I knew this will happen I wouldn’t ask for the refund it was in credit that’s why 

Hey @Shu7860,

Sorry for the issues you’re having,

Your statements you can download as pdf’s from your Online Account should give some clues about where the arrears has come from, and also your meter readings page. We don’t have access to your account here on the Forum, but if you upload and screenshot of your meter readings we may be able to spot any anomalies. Please don’t include any personal details in the screenshot. 

Let’s help get to the bottom of this. 

I’m at my wits end with OVO. I sold my flat and completed on 7th August. I received a final bill up to the 6th September, a month after the new person had moved in. I’ve emailed and had no response, I’ve spent numerous hours on the phone trying to get through but no-one ever answers, I’ve had two painfully long online chat sessions where each time, the person just left me hanging on so long that eventually it was closing time, but no-one told me, so I was still waiting. I’ve even raised a formal complaint and had no response from you. After all this I sent a ‘moving home’ message and actually got a response, so I thought great, now it will be sorted, but oh no, I still just keep getting loads of reminders for the original, incorrect amount and now today you’ve threatened me with debt collectors. I cannot believe how appalling the customer service is. How are you allowed to treat people this way and cause so much stress. I obviously have no choice now but to go to the ombudsman, but this whole fiasco is so silly, when you could have sorted it out easily from my first contact. I don’t blame the customer support staff, in fact I can’t imagine how awful it must be dealing with so many unhappy customers, but the management there should hang their heads in shame.

Hi @Yvie

Sorry to hear that. You are not alone in saying how difficult it is to contact ovo. Customers raise the issue every day. 

Just so you know this is primarily a customer forum where ovo customers help each other out. I don't work for ovo. 

You may already know this. Here are a few suggestions. 

I see you have already raised a complaint so OVO have 8 weeks to try and resolve from the date of the complaint.

https://www.ovoenergy.com/feedback

Once that 8 weeks is up you can go to the Ombudsman. 

https://www.energyombudsman.org/

I suspect the ovo meter reading dispute process will be triggered. This can occur for a number of reasons, for example the final reading you think it is, is different to what the new occupants have said it is. Obviously impossible to know. Just so you know this isn't a quick process.... Up to 14 weeks. 

You could try calling the OVO collections team and ask them to freeze their action while your complaint is investigated 

0800 0699 831

You could try emailing the ovo CEO team if you are not happy. Obviously no guarantee that will speed things up. The email addresses are on the complaints page. 

https://www.ovoenergy.com/feedback

You could leave a review on the ovo trust pilot site if you want to let other customers know about your case. 

https://uk.trustpilot.com/review/www.ovoenergy.com

Hi Jeffus,

Thanks for this. I’ve just sent yet another email to complaints and copied in Raman’s team, in the hope that someone will respond. I hadn’t thought about ringing the collections team, so thanks for that suggestion, which I will do tomorrow. It’s exhausting dealing with this company. Feels like an endurance test for what should be such a simple fix. Anyway, really appreciate your help and suggestions.

Feel free to keep posting your progress and queries. There are quite a few regular posters around.

You may find the ovo moderators post a reply to this thread tomorrow. They can't access your account but often sign post useful information. 

Good luck!