OVO Billing - computer error

No_Worries22

Hi everyone,

I'm seeking some advice regarding a frustrating experience with Ovo Energy.

Over the summer, I was paying a higher direct debit to build up a balance for my winter energy usage. I accumulated a healthy balance of around £900 and recently decided to reduce my direct debit slightly. However, days later, I was informed that I had a £400 debt due to a computer error on their end over the past four months.

During this time, I continued to be charged for electricity, but I had raised concerns with them four times about whether they were receiving my meter readings correctly, as my bills seemed lower than expected. I was told that this was due to a "Charge Anytime" crediting my account.

Now, I’ve discovered that they’ve electronically changed my original bills, so I can’t compare what I had before with the new statements. This situation feels very concerning, almost like another Horizon scandal where companies manipulate information without proper notice.

I’m feeling quite lost and frustrated. What are my rights in this situation? What steps should I take next to resolve this issue? Any advice or shared experiences would be greatly appreciated! So far I've been offered £100 compensation which doesn't help me heading into winter when I've done everything I can to be prepared for the colder months.

Thank you!

MeteredOut

What kWh usage have you used, and what have they billed you?

That's all that really matters. If they are the same, the most you can  expect is a few quid gesture of goodwill if you raise a complaint for the bad service. £100 is a good offer. Grab it. That is typically more generous than the Energy Ombudsman would give.

If the usage had been more than a year ago, you might have been able to request some being written off under back billing rules.

Comparing your relatively minor issue to the Horizon scandal does you no favours, and is, IMO, disrespectful to those that went through real trauma.

Ayr_Rage

As you have stated you queried as to whether the meter readings were being received I presume you have those readings noted down.

Therefore you can calculate your position, either debit or credit.

They are not manipulating information, just updating your account with the correct information unless you have proof the readings they are using are false.

Your rights are to have accurate billing, you may have had replacement bills but with corrected information, you cannot complain about that.

If the current position is correct them the compensation on offer for the temporary glitch is reasonable.

There is absolutely no "scandal" involved, just an unfortunate error which has been corrected.

Ildhund

Is this a smart meter? Since you were acquiring Charge Anytime credits, I suppose it must be.

That being the case, you should be able to see your meter readings in the online account. By default, smart meters are supposed to send readings once a day - has it been doing that? 

You would normally receive a statement by email every month. Can you not retrieve these from your email account? You could then compare with the new ones they've prepared to see where the difference arises.

You would also have been able to see any credits you weren't entitled to, e.g. from Charge Anytime. Did you not notice?

Where did you see the credit balance accumulating? It's always shown on the account home page, on the billing page and on each month's bill. 

What was the compensation for? 

The OVO account also has a handy Direct Debit calculator which makes it possible to see the effect of varying the DD amount on the balance over the next few months. Did you use this after deciding to lower it?


A lot of questions, I know, but it's difficult to say what you should do next without knowing more about the problem. For the future, make a rule always to save the monthly bill PDF when it arrives. If your billing period is the calendar month, September's is due in a couple of days' time.   

MattMattMattUK

No_Worries22 said:

almost like another Horizon scandal 

First, this is not a scandal, secondly, I really wish people would stop conflating things they do not understand with the Post Office Horizon which was an actual scandal. Hyperbole helps no one. 

No_Worries22

Thank you for your comments. The smart meter has been sending as it should every half an hour, but it's the billing system which  has suffered a technical error and they've admitted to this.

I was being charged roughly £60 - £80 for electricity usage p/m which is slightly lower than I'd normally have over summer months which is why I raised this with OVO (the usage was showing on my bills but not on the app) and on four occasions I was told they were receiving the readings fine and the bills were being reduced due to the Anytime credits which was plausible. My problem now is they've altered the online bills and had stopped sending me emailed ones during this period too so I can't compare usages before and after.   

The DD calculator and adviser said I was able to alter my DD due to my balance which I've now been informed was an error on their part.  The bills don't make any sense as they seem to have averaged everything out and not given anything accurate. They've not broken down my EV charge sessions/credits either so wonder if they've charged me full rate for this too amongst everything else.

No_Worries22

MattMattMattUK said:

No_Worries22 said:

almost like another Horizon scandal 

First, this is not a scandal, secondly, I really wish people would stop conflating things they do not understand with the Post Office Horizon which was an actual scandal. Hyperbole helps no one. 

I'm not intending to offend anyone.. I am here to seek advice because I don't understand how a company are allowed to alter customers information electronically and overcharge them/put them in debt through no fault of their own. That is where the parallels lie.

MeteredOut

No_Worries22 said:

MattMattMattUK said:

No_Worries22 said:

almost like another Horizon scandal 

First, this is not a scandal, secondly, I really wish people would stop conflating things they do not understand with the Post Office Horizon which was an actual scandal. Hyperbole helps no one. 

I'm not intending to offend anyone.. I am here to seek advice because I don't understand how a company are allowed to alter customers information electronically and overcharge them/put them in debt through no fault of their own. That is where the parallels lie.

They have not altered your information.

Can you post your workings on how they have overcharged you?

MattMattMattUK

No_Worries22 said:

MattMattMattUK said:

No_Worries22 said:

almost like another Horizon scandal 

First, this is not a scandal, secondly, I really wish people would stop conflating things they do not understand with the Post Office Horizon which was an actual scandal. Hyperbole helps no one. 

I'm not intending to offend anyone.. 

On that basis I would suggest not comparing things to Horizon. 

No_Worries22 said:
I am here to seek advice because I don't understand how a company are allowed to alter customers information electronically

They have not, they have reissued bills, which is entirely different. 

No_Worries22 said:
and overcharge them/put them in debt

On what basis do you think you have been overcharged? Are they saying you have used more energy than meter readings show you have? This seems very likely to have been estimated readings which have now caught up once actual readings have been used. 

No_Worries22 said:
through no fault of their own. 

The debt exists or it does not, you were not "put in debt". Did you submit regular meter readings and are your bills based on estimates or actual reads? Does the current meter match, or is reasonably close to the current reading on your meter? Are your bills based on actual or estimated reads?

No_Worries22 said:
That is where the parallels lie.

They really do not, focus on your actual situation not trying to conflate it with something entirely different.

Are the starting and current meter reads estimates or actual reads?
Are the meter reads accurate?
Have you calculated the cost of the energy you used during that period?

victor2

@No_Worries22 , you seem to have joined the forum just to raise this query, which is fine. There are many regular posters on here who can (already have) offer advice. As some have said, it is not a scandal of the type you are suggesting. Maybe you could edit the thread title to remove or change the offending word to something more appropriate?

The 3 dots in a circle to the right of the title should allow you to change it. If you have a problem with that, you could email the forum team at forumteam@moneysavingexpert.com to ask for some assistance.

No_Worries22

victor2 said:

@No_Worries22 , you seem to have joined the forum just to raise this query, which is fine. There are many regular posters on here who can (already have) offer advice. As some have said, it is not a scandal of the type you are suggesting. Maybe you could edit the thread title to remove or change the offending word to something more appropriate?

The 3 dots in a circle to the right of the title should allow you to change it. If you have a problem with that, you could email the forum team at forumteam@moneysavingexpert.com to ask for some assistance.

I'll email the team, thanks