Correcting pay as you go meter readings

This, I thought, was all sorted in January.

When your team sent me the refund due.

Now in march you have changed all the readings again and decided you think I owe you £75.

So now a bill for £175 for an empty house, with no cards and no usage for 30 days.

Then 5 days with no gas usage due to boiler faulty and virtually no electric as no heating or cooking used.

I have sent another complaint still with no reply whatsoever.

Multiple phone calls don't make any difference. 

So maybe just wait the 8 weeks and contact the ombudsman, though that's probably why you won't give give a complaint number.. 

Hi @Mhm 

Sorry to hear about the issues you’ve been having.

One of our other Forum Moderators has left some really good advice on this.

Debt can build up on a pay as you go meter for a couple of reasons, including if a property is empty and there haven’t been any top ups to cover things like standing charges or small amounts of usage. Those charges build up if there are no top ups to cover them, you can read more on this here:

• Traditional Pay As You Go: topping up your key and card meter F.A.Q.

If you don’t already have a complaint open with the team, you can raise one here.

I understand bills Mount up.

But having sent you photos of the meters, taken by my letting agents, dated, showing that the readings were higher than what you claim  they were 3 week after later.

This is an error on your part.

You seem incapable of understanding this or correct your readings.

I suggest you bill your previous client properly.

Not me.

I thought this was sorted in January when you refunded me.

Why you have reverted to the previous incorrect statement and added the refund.

Also your complaints department are not responding at all.

Hi @Mhm 

I’m really sorry but we don’t have access to accounts here at the Forum and as such, we can’t access things like the readings you’ve sent in etc.

You’ll need to speak with the Support Team about this so they can look into the matter again if the issue has reappeared.

How to get in touch about my OVO Pay As You Go account

The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. Or call us on 0330 175 9669 during the same times.

If you’re with Boost

Find answers or chat with Boost at boostpower.co.uk/help. Or call them on 0330 102 7517.

• Pay As You Go - Help and Support F.A.Q.

• Pay As You Go - Topic Hub & How to get in touch Hub

Well that was a totally pointless and time-wasting excessive.

Another hour or so of my life wasted. 

Also I wonder why ovo "chats" don't let you save the chat.

Vitlrtually all others do.

It says ovo keeps them, but they do not look at them when you start a new chat, as they closed previous ones.

So repeat everything again.

Then they don't answer you questions.

How did you get your readings, how are the lower in october than they were in September. 

The back office looked at the bill yesterday and said its correct. Yeah, no.

So up the chain.

Then they lie to you.

Our meter reader got the readings.

No they did not. There was no access to the property.

The readings you sent were used for the bill.

No they are not anywhere on the bill.

Is there any one in this organisation that actually knows what they are doing.

P.s. I had to screen shot the whole conversation as evidence.

Hi @Mhm 

I’m sorry to hear you’re still having trouble here.

I’m going to have our Forum_Support reach out to you to help with this matter. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

This is a joke, no.

This is still not solved.

​​Hi @Mhm,

I’m sorry to hear that this is still an ongoing issue for you. 

I will ask our Forum_Support team to contact you directly so we can try and help you as much as we can. 

Keep an eye on your private messages!

7 days on.

Guess what.

Still no correct bill.

Despite another case being opened.

Hi @Mhm,

This was escalated to our Forum_Support team so they can investigate this for you. If you send a message, they can check for an update for you.

Thanks will do.

Oh come on

Now you send a completely fictitious final bill to the new occupiers of the address.
This us a joke no?
The new occupiers ere Jeter and have never been a client of ovo.

Hi @Mhm,

I’m really sorry to hear this. 

Would the new occupiers of the property be able to contact Support so they can look into this for them? Is the bill addressed to the “Unknown Occupiers”?

I feel your pain with this one, I had some standing charge debt as I was in hospital for 8 months and then not able to get up my stairs… I paid off the standing debt but when I had about £50 of standing charge debt left I moved to a different supplier because OVO were awful when I called them or did web chats, so rude.. I was sometimes told “it’s debt, you can’t complain” and they would close the chat on me. I have photos of my meter saying I only owed approx £50 (I can’t remember the exact amount)…2 months later I got a final bill from OVO energy claiming I owe them £1,000… some months they claim I consumed £300 of gas (not including standing charge) which is impossible, you can’t consume gas unless you have credit on your meter.

when I initially tried to complain, they wouldn’t let me… it took me ages to finally get a complaint reference number, I was promised they would contact me 5 business days later, they didn’t.. I called them, contacted the forum.. and all I get told is “your complaint is with second line.. we can’t help you, we will email them and ask them to contact you…” and they don’t.

My complaint is currently with the Ombudsman.. currently waiting for OVO to supply their view and evidence on the complaint.

Honestly, the amount of stress this has caused me.