Final bill - Ovo Energy

ijcroft

Hi,

I'm looking for help as I have run out of ideas as to what to do with the below!

We moved house in October 2021 and at this time informed Ovo that we would be switching suppliers and requested a final bill for our account. Our energy account with Ovo has always been in credit and as such we expected to be reimbursed the credit from this.

Ovo informed us that there was a delay in issuing the final bill due to 'technical difficulties' on their side and that their billing team were trying to rectify this. However after much correspondence we raised a formal complaint with them as no time line for resolving this was given. Following this I then raised the issue with the energy Ombudsman, they ruled in our favour in March of this year. One of the resolutions they required was that Ovo issue the final bill. However after getting back in touch with Ovo they still have not done this and have no timeline for when the issue will be fixed. I have raised this point with the Ombudsman and they have been back in contact with Ovo but still no resolution.

Is there anything else we can do to get the final bill issued?

Thanks,
Ian

ScottishFlyFisher

Did you get OVO to issue a final bill and get a refund? I have just raised a complaint with the Ombudsman as OVO will not issue a final bill because they dispute my readings and suggested I take this up with my new supplier!!  I had provided final readings (verbal and photographic) following the sale of my 87 year old fathers house in Nov-22, 9 months after he moved into a Nursing Home (and that was following a 2 month hospital stay)  I am sure they owe dad money as their estimated readings on his bills last year were always well in excess of the actual readings that I was telephoning in which they didn't use. My view is if they doubted these then they should have sent someone out to take a physical reading of the meters. Unbelievable how they get away with this and would be impossible for my father to deal with given his vulnerable position (I have a POA which has been provided to OVO but they still choose not to deal directly with me).      

[Deleted User]

ScottishFlyFisher said:

Did you get OVO to issue a final bill and get a refund? I have just raised a complaint with the Ombudsman as OVO will not issue a final bill because they dispute my readings and suggested I take this up with my new supplier!!  I had provided final readings (verbal and photographic) following the sale of my 87 year old fathers house in Nov-22, 9 months after he moved into a Nursing Home (and that was following a 2 month hospital stay)  I am sure they owe dad money as their estimated readings on his bills last year were always well in excess of the actual readings that I was telephoning in which they didn't use. My view is if they doubted these then they should have sent someone out to take a physical reading of the meters. Unbelievable how they get away with this and would be impossible for my father to deal with given his vulnerable position (I have a POA which has been provided to OVO but they still choose not to deal directly with me).      

If you switched, the new supplier’s data collector is responsible for validating the reading that you have provided using an industry algorithm. By the sound if it, the reading that you provided was rejected given that it was seen as being out-of-kilter with past readings. Send the new supplier a photo of the meter showing both the reading and the meter serial number. Explain the circumstances and ask it to raise an Agreed Readings Dispute.

ScottishFlyFisher

Cheers - how do you find out who the new supplier is (this was my dads house and he moved into a nursing home).

[Deleted User]

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator