Ovo Energy bill correct ? .

Fast_Muchly

[Deleted User] said:

Fast_Muchly said:

But i still have real irritating questions why just before entering my reading was our credit £660 pounds our total bill came to around £330 for gas and electric and £230 of that was the gas bill . So that should coincidently halve our credit before we add to it .But it went to £270 and i have no explanation of this at all .Its as if their software is having a brain warp and doing what it wants . 

Credit/debit balances are only accurate for day with the caveat that an actual meter must have been used. This forum is littered with posts from people who don’t understand the concept of a ‘catch up’ bill.

By all means complain. You then may have to wait for 8 weeks before you can escalate your complaint to The Energy Ombudsman Service - a private arbitration company. OfGem does not deal with consumer complaints.

1. Sorry but i dont get your concept if you look at the history of my posts on this thread you can see i have given accurate readings every month on the day they said its best to , its them that have messed up my 2 readings previous to the latest one and it that messing up i have been put down by them to have used more than i have . So in no way do i get where your coming from in a " CATCH UP BILL " . Sorry but in this instance your totally wrong no estimates have been used and if they have by ovo hey are on the wrong side as im not behind ??!! . 

2. Does your 2nd point ( and most helpful ) mean i have to wait 8 weeks for ovo to reply and then i can write to the energy ombudsman service ? .

EssexHebridean

If you've made a complaint, then the clock starts ticking on the day you've made it. If after 8 weeks you've had no reply then you can go straight to the ombudsman. 

I'm afraid on your point 1 above the bills confirms that Dolor is correct on this - estimates HAVE been used. If this means that the readings you've been giving have been ignored (the bill is very small so a little hard to read) then that should also form part of your complaint.  Are you on the list to have a smart meter fitted as it does occur to me that your meter is very old - I'm astonished you've not had notification that it ought to be replaced really. 

ariarnia

yes. 8 weeks after you have made a complaint to ovo you can escalate that complaint to the ombudsman. 

but you need to understand your complaint to the ombudsman will need to be clear and supported by evidence. they are a neutral third party so do not investigate. they rely on the case put forward by the customer and the response put forward by the supplier. 

the reason people are having a hard time helping you on here is because your posts are not very clear or easy to follow (you understand them because you know whats happened but we can only go on what you say). so if you repeat what you have said here to the ombudsman then you might not get a good outcome for you. 

anyone going to the ombudsman is good to start with a basic timeline just setting out what happened in a few words in date order. like this

1 October meter readings given x and x 
15 october bill generated for £x amount. credit balance shown on bill as £x 
1 november meter readings given x and x 
15 november bill generated for £x amount. credit balance shown on bill as £x 
1 december meter readings given x and x 
15 december bill generated for £x amount. credit balance shown on bill as £x 
22 december emailed ovo complaining about miscalculation on bill. 
10 jan response received stating X

and so on to 16th feb when the timeline would say 16 feb no satisfactory response from ovo. complaint escalated to ombudsman. 

if you could have a go at setting out a timeline like that for us now then it would help you with the ombudsman if you get that far but would also mean your more likely to get a helpful response from the posters on here now (as we can only help if we can understand the problem)

EssexHebridean

100% agree on the Ombudsman - if you put quality information in, then the result you get back is likely to be better. In my experience that applies even more if the quality of information given by the other side is unreliable or worse (or better, depending on your viewpoint!), downright dishonest.