Ovo

Shigs

Can anyone please advise?
Got automatically swapped to Ovo in November 21, when SSE sold out.
I had a bill from Ovo in March, estimated, but the bill stated 'meter readings'.
I gave my readings on 1/4/22 up until 31/3/22, and received nothing, so I called them, and was promised a bill. Nothing appeared, so I phoned again, and had another copy of the estimate. Various calls and no return call later.. I get a letter threatening to pass it on to debt collectors!
I emailed the CEO, who didn't respond, so I gave him a nudge and had a recent from someone with a phone number to contact her.
Meanwhile, I had another copy of the estimate after requesting an actual bill, so I called the number on the email, and it's just the complaints line.
They never sent me December's bill either, which I also gave readings for.
Now, I'm aware that I'm under no obligation to pay an estimate, but I'm at a loss as to how to get this ridiculous company to do their job, without the hassle of bailiffs!
I'm also aware that they have to state whether the bill is an estimate, which they have not, so they've lied.
What can I do?

pochase

What are the estimated readings they are using and what are the ones you have submitted?

Shigs

What difference does that make pochase?

QrizB

Shigs said:

Now, I'm aware that I'm under no obligation to pay an estimate ...

Why do you think you're under no obligation to pay? What does your supply contract say?

Shigs

Because I looked at energy supplier legal stuff.

Shigs

CAB say it on their website too.

TheMilkmansDad

Can you point out where the "Legal Stuff" is please.

I'm not on a Smart meter so if I don't give them a reading and I don't allow them access to read my meter it looks like I'll never have to pay again. Think i may be on to a winner here!

Shigs

I don't know how to post a screenshot, but if you google it, it's the first one.
I'd rather focus on an energy company not doing their actual job though, that's incidental really.

pochase

Shigs said:

What difference does that make pochase?

You are not mentioning if they are overestimating or underestimating your use, and by how much. Are they really overcharging you by a lot or are you refusing to pay on a formality?

How are you submitting the meter readings? Does your account show the meter readings as received? 

A bill will always state meter readings, but if there is an E behind it, it is an estimated reading, and than the bill is based on an estimate. They don't have to mention it anywhere else. 

[Deleted User]

So what do the Regulations say:

Condition 21B. Billing based on meter readings

21B.1 If a Customer provides a meter reading to the licensee that the licensee considers reasonably accurate, or if the Electricity Meter is read by the licensee, the licensee must take all reasonable steps to reflect the meter reading in the next Bill or statement of account sent to the Customer.

21B.2 If the licensee considers that a meter reading provided by a Customer is not reasonably accurate, the licensee must take all reasonable steps to contact the Customer to obtain a new meter reading from him.

21B.3 Paragraphs 21B.4 and 21B.5 apply from 31 December 2014.

21B.4 The licensee must take all reasonable steps to obtain a meter reading (including any meter reading transmitted electronically from a meter to the licensee or provided by the Customer and accepted by the licensee) for each of its Customers at least once every year.

This paragraph does not apply in relation to any Customer with a Prepayment Meter.

Suppliers do not have a raise a bill just because a meter reading has been provided but the bill should show actual meter readings provided by a consumer or a meter reader. If say, a meter reading was provided on the 5th May and the billing cycle is such that a bill is raised on the 31st May, then the supplier is entitled to bill using an estimate calculated from the actual meter reading. If a consumer isn’t happy with this, then most suppliers will reissue a bill if the consumer calls and provides an actual meter reading.

Personally, I would be very wary of ignoring a statement based on estimated readings. I haven’t seen any advice to suggest that the bill can be ignored unless the bill clearly states ‘This is not a request for payment’ or something similar. The preceding caveat usually applies to accounts paid by direct debit.

Shigs

Thanks Dolor.
I'm not ignoring the bills, I've been trying for 2 months to get one! I'm trying to pay them but their entire service is abysmal. 
I'm also concerned that when I questioned the 'meter reading' being an estimate, I was told "it's just the way it's written". 😳