MyOvo Monthly Statements

brewerdave

Hengus wrote: »

It has been confirmed to me that there is an issue when customers submit multiple readings. As my statement date was on a Sunday, I gave them Friday, Sunday, Sunday and Monday readings just to make sure that I got an accurate bill. Apparently, their IT system cannot cope with this and it blocks the statement from being generated. It was suggested that I switch to On Demand statements via My Ovo. I have poured over the My Ovo webpage and I cannot find a link. CS was unable to help.

Edit: Found the link on the profile page.

..the problem I had, was that to prevent potential inaccuracies with the OVO estimation of the few days usage between my actual read and their end of month statement read, I input the reads on the last day of the month -apparently that was too late as the system had already estimated and the presence of two very similar reads for the 31st threw their system into temporary meltdown!
When the agent manually forced a statement, the overall account credit was correct but the transactions page looked like a failed GCSE paper as it didn't add up correctly!:rotfl:
When I talked it thru with the agent he suggested that I input around 4 or 5 days before the end of month to avoid this issue reoccurring.

System

brewerdave wrote: »

..the problem I had, was that to prevent potential inaccuracies with the OVO estimation of the few days usage between my actual read and their end of month statement read, I input the reads on the last day of the month -apparently that was too late as the system had already estimated and the presence of two very similar reads for the 31st threw their system into temporary meltdown!
When the agent manually forced a statement, the overall account credit was correct but the transactions page looked like a failed GCSE paper as it didn't add up correctly!:rotfl:
When I talked it thru with the agent he suggested that I input around 4 or 5 days before the end of month to avoid this issue reoccurring.

As you and I have found, it is not always possible to get a statement out of Ovo's billing system unless you comply with a few unwritten rules. I only found out yesterday, for example, that a requirement to use the Statements on Demand service is that Ovo has a reading at least once every three months, and that there is at least two weeks between each reading given.

I am more than happy that the final statement that is produced is accurate; however, it is not the easiest of statements to understand given that when I check MyOvo on a webpage it shows a statement charge which is 0.48p more and, even worse, the MyOvo app shows a statement charge which £5 higher still. In the case of the app, the Statement isn't really a statement it is a charge. I am not sure what it is on the webpage as the page doesn't always show transactions and, as you say, it looks like a failed exam paper. My advice to Ovo would be to disable this page, on both the webpage and app, until such time as the 'back-room boffins' can implement a solution.

I harbour Ovo no ill-will. The Company is growing fast as a result of recent publicity which, I believe, should make it a priority for them to get the gremlins out of their IT systems. Moreover, if there are practical constraints on such things as the entering of meter readings then they should inform their customers accordingly.

brewerdave

@Hengus -had this problem with the transaction page 2-3 months ago; mine has been correct since mid July -must admit I thought that it was a software glitch which they had sorted for everyone...but obviously not!!

tusker

I happened to be looking at my Ovo account to check what I should set the monthly credit payment to for the coming year when I realised that the reward for running my account online didn't show up anywhere. Their web site states ; “take control of your account online and save up to £60 a year with an All Online version of our plans” I tried phoning but found myself in a queue, so emailed instead. The response was reasonably prompt, and stated:

'After looking on your account I can see that you have not received any of your online discount as of yet. I have raised this issue with our Billing team to get this amount acredited to your account. I can only apologise that this was not done automatically.'

3 working days later it's still not showing, but at least the error has been admitted, and I'll give Ovo a few more days before chasing them. I suggest all Ovo online account holders check to see it their reward has been credited correctly.

Alps

I had a smart meter installed in July, all went well but I've not had a statement since! the little smart meter display shows usage, and I'm paying my direct debit every month (my account is now £1450 in credit!) but they seem unable to add my gas and electricity into their system. I really like the company and want them to work this out but it's very frustrating, especially seeing as I have emailed/phoned about 6 times in the last 6 months, each time with a promise that it will get sorted.

Alps

Just a quick update:

Ovo have updated my statements as requested, taken payment and paid interest for the months since the smart meter was fitted. Happy customer.