OVO (ex Economy Energy customer)

Mags05

Hi,

I'm looking for some advice on how to progress an issue with OVO's billing.

My daughter was a Economy Energy customer. Her readings on the last bill EE produced (Dec 2018) were estimated Gas-3026, Electricity-24782. Her actual readings were Gas-2804 and Electricity-24367. She paid her direct debit and EE also called her in January to take a card payment as they said her DD didnt cover her estimated bill. They didn't produce a bill using her actual readings. She thought this would work itself out over the following months.

Anyway EE cease trading and OVO takes over her supply. As they were too expensive she waited until everything transferred over to OVO and then moved to another supplier.

OVO have now produced a final bill with opening readings of Gas- 2916 and Electricity-24662 which is less than the estimated readings produced by EE and which she has already paid EE for.

She has sent OVO proof of her payments and bills from EE so effectivly they are expecting her to pay twice (once to EE and to them).

Can anybody please suggest how to dispute this with OVO. I feel she has sent them sufficient proof that she has already paid for energy they are trying to bill her again for.

Thanks for any help or advice you can offer.

Sterlingtimes

Mags05 wrote: »

I'm looking for some advice on how to progress an issue with OVO's billing.

OVO have now produced a final bill with opening readings of Gas- 2916 and Electricity-24662 which is less than the estimated readings produced by EE and which she has already paid EE for.

From what I understand from my own investigations, it is likely that OVO has agreed the readings of 2916 and 24662 with Economy Energy's administrators. In due course, Economy Energy's administrators will produce a final bill based upon these numbers. At the same time, they will deduct all payments made by you and come up with a credit or debit amount. Presuming, that the amount is a credit (in your favour) then OVO will deduct this amount from OVO's final account.

Mags05

Thanks for the reply @Sterlingtimes.

So what happens to the higher estimated reading that she has already paid EE for "estimated Gas-3026, Electricity-24782". Surely they can't revert back to the lower estimated readings.

OVO have stated that they are allowed a tollerance of 250 units/energy which equates to, at OVO's prices Gas - £102.82p, Electricity - £40.66p. Total £143.48p in OVO's favour.

Mr.Everready

OVO are all over the place with this. Despite me showing proof of gas readings and them assuring me it would be fixed, gas has now disappeared from my OVO account and they've passed on a wrong reading to my new supplier.


We're nealy 4 months on from EE going POP and still await a final bill, in my case a significant credit balance.

Sterlingtimes

Mags05 wrote: »

Thanks for the reply @Sterlingtimes.

So what happens to the higher estimated reading that she has already paid EE for "estimated Gas-3026, Electricity-24782". Surely they can't revert back to the lower estimated readings.

I have had dialogue with OVO. They really are not interested in customer readings or smart meter readings relating to their period of takeover from Economy Energy on 12 January. OVO prefers instead to contrive 12 January readings from 30 January readings. These may be in OVO's favour. Additionally, OVO says that the contrived readings cannot be contested unless they fall outside of an OFGEM determined margin of error.

The net effect is that the end Economy Energy statement when it arrives (during the months to come) will be slightly lower and OVO's will be slightly higher.

I get the impression that there is a problem at the Economy Energy end. Has data been deleted or lost or corrupted? I get the impression that OVO is not expecting a quick answer,

GJan

I have the same problem, however OVO will not even issue my first statement even though I have paid four months of direct debits of £87. 00 each. It would be interesting to know how you get on as I am going around in circles with them

Mags05

Fortunately my daughter never had a DD set up with OVO.
They claim she owes them £158 but she has already paid EE for part of this charge. It was when EE sent them lower readings that she had already paid for that all this mess started.
OVO appear to be very rigid with their tolerances re meter readings and are very reluctant to look into the matter, especially when it's in their favour. They completly ignored the meter readings she provided and have used what they state are actual readings however are clearly marked on her EE account as estimates.
I have advised her to pay OVO their Standing Charge and the Electricity/Gas she has used for the 7 weeks she was with them and await EE final bill.