Need Help - OVO Energy/SSE

DeaneM

HI All

First time posting here but have been a long time reader

I have an issue with OVO Energy and SSE and was hoping someone could guide me on the correct way forward

We moved into a property in May 2021 and took an account with SSE within a month I had noticed discrepancies on my energy bill (Gas and Electric) they both showed as estimated readings even though I had been informed we had smart meters fitted.  I rang through and gave the correct meter readings and the bill was adjusted accordingly.  This set the tone for the next 12 months.  Every bill was received as estimated and I had to ring and give actual readings, each time I was told the meters were not communicating correctly and a remote patch would be sent to correct the issue.  after 12 months of doing this I asked why it was continuing to happen and how it could be resolved and was informed that I could see when the patch had been sent on my IHD (In Home Display) and that after it was updated everything would be correct.  However they never provided an IHD to myself and from May 22 to Sept 22 I was repeatedly told to check the IHD for details and they would resolve the issue.  I kept telling SSE I had no IHD and no way of resetting one I didnt have in my possession.  They insisted I reset the non existent IHD which would resolve all issues.  I continued to pay all bills as billed per the meter readings I gave to them until September 22 when I was lucky enough to have a small windfall where I rang SSE and zeroed all account balances they had.

They (SSE) transferred my account to OVO Energy as part of their changeover (SSE is owned by OVO) and I received a first bill in October 22, strangely enough this bill also showed as estimated and also showed a balance of -£248.36.  (This amount was the amount paid in Septemeber to SSE).  I have since been chasing OVO Energy to try and resolve this.  I have provided OVO Energy a copy of my bank statment to show this balance was paid along with a copy of the email sent to me showing my balance before transfer was zero and a screenshot of SSE payment page showing a zero balance, they refuse to accept any of this and have since lost all documents multiple times and keep requesting I send these through again

Today I have contacted OVO Energy again as I received a letter asking if I wished to have daily readings from my smart meter (which is still not sending readings) and have had 5 phone calls to the customer service line where I get placed on hold for an average 45 minutes then hung up on.  No agent there seems to take any interest in resolving any issue just ask when I am going to pay the balance of the account.

For information I pay monthly via Direct Debit and am on a standard tariff for both Electricity and Gas.  Direct Debit payment meets my day to day costs and I have set it so there is a 10% buffer should my usage increase.  I am also classed as a vulnerable household due to medications (blood thinners, diabetic and mental health problems) and have been refused access to their priority services even after providing evidence of the disabilities we have 

What next??  How do I escalate this complaint??  Can I use the regulator or would they say I have to have a letter of deadlock before they would take action??

Hope someone can assist me in this path and I can finally get this resolved

[Deleted User]

Welcome to the forum.

What is actually the issue here?  What is it that you are trying to complain about?

Is it the fact that your smart meters are not automatically sending readings to the supplier?  Or is it the £250 difference in what you and they each think your balance should be?

DeaneM

Both,

on the first hand they transferred my account to OVO after I had zeroed my account and now OVO want £250 as they cannot see the transaction where I paid the outstanding balance even though proof has been provided

and also the fact the smart meters have never worked correctly, estimated bills double the actual meter readings smart meters not sending info back to the supplier, not having an IHD despite numerous promises I would be sent one

[Deleted User]

DeaneM said:

and also the fact the smart meters have never worked correctly, estimated bills double the actual meter readings smart meters not sending info back to the supplier, not having an IHD despite numerous promises I would be sent one

Not the supplier's problem that they don't send readings.  They are still giving readings on the screen so you can send them in - this counts as a working meter.

DeaneM said:

on the first hand they transferred my account to OVO after I had zeroed my account and now OVO want £250 as they cannot see the transaction where I paid the outstanding balance even though proof has been provided

Was the transfer a close old and open new account thing? Where there would have been a final bill?
Or has the badge just changed on the same account?

Is the last meter reading from SSE bills the same as the first meter reading from OVO bills?

DeaneM

[Deleted User] said:

DeaneM said:

and also the fact the smart meters have never worked correctly, estimated bills double the actual meter readings smart meters not sending info back to the supplier, not having an IHD despite numerous promises I would be sent one

Not the supplier's problem that they don't send readings.  They are still giving readings on the screen so you can send them in - this counts as a working meter.

DeaneM said:

on the first hand they transferred my account to OVO after I had zeroed my account and now OVO want £250 as they cannot see the transaction where I paid the outstanding balance even though proof has been provided

Was the transfer a close old and open new account thing? Where there would have been a final bill?
Or has the badge just changed on the same account?

Is the last meter reading from SSE bills the same as the first meter reading from OVO bills?

The transfer was due to SSE transferring all consumer accounts to OVO. so a close and open i believe.

Actually spoken to the new supplier who have agreed the meters are faulty and they will be replacing them as soon as they can