OVO billing issue

BuyersRemorse

I recently moved house and closed my account with Ovo which had been energy provider for over 4 years. When I closed my account, it was over £1000 in credit. I was told the credit would be reimbursed as soon as they issued the final bill, within 4 weeks. Time went by and I contacted them multiple times, but nothing was reimbursed. Finally, I was told they were investigating a potential billing error, saying I had not been charged for electricity between November 2021 and July 2023. Apparently this is due to some kind of technical issue. I immediately raised a complaint, and since then I've been receiving weekly emails from the complaints team basically saying there are no updates. 

I scrolled through these forums and saw that a few people have had billing issues with Ovo in the past. I'm curious if anyone else is affected (to their knowledge) by this billing error? Also, they have stated that any backbilling will be done in accordance with OfGem's backbilling policy, which, as far as I understand it, does not allow backbilling for energy used more than 12 months ago. I asked about this but they were non-committal, saying it would be up to the billing team to decide on this once the technical team had figured out the error (ping pong!). So it seems they're wasting time investigating a billing error which they can't charge me for anyway - isn't that a bit pointless? 

Anyone (former) Ovo customers here in a similar situation? 

QrizB

Broadly speaking, Ofgem's back billing rules mean they can't ask for new money for energy used more than 12 months ago (with some exceptions).

They're allowed to use some or all of your £1000 account credit, as you've already paid that.

BuyersRemorse

QrizB said:

Broadly speaking, Ofgem's back billing rules mean they can't ask for new money for energy used more than 12 months ago (with some exceptions).

They're allowed to use some or all of your £1000 account credit, as you've already paid that.

Aha, so best not to spend it just yet. Seems a bit strange as it essentially disincentivises you from keeping your account in credit! 

Is there any limit to how long they can keep the case open after closing the account? From other posts it looks like these things can take years! 

QrizB

They have to give you a final bill within six(?) weeks, or pay £40 compensation.

And if they're slow paying the £40, they're liable for a second £40 after another six(?) weeks.

But you only get £80, this doesn't go on forever!

Once you've qualified for the second £40 I'd suggest raising a complaint (via OVOs complaint process) which will let you refer your problem to the Ombudsman if they don't resolve it.

WiserMiser

Another good reason for paying by Monthly Variable Direct Debit.

It does mean smaller bills in summer and bigger bills in winter, so it may not be suitable for everyone, but you're always 100% in control.

BuyersRemorse

So, I ended up escalating this to the Energy Ombudsman, who investigated it and ordered Ovo to issue the final bill and apply backbilling principles. The final bill was issued and actually showed a negative balance, but this has been offset with a £407.96 write off so that I will now receive a refund of around £200. 

I asked Ovo to explain how backbilling works and how these historic charges were calculated and this is what they sent me. I know it's probably time to give up and cash the cheque they've issued, but I would love to understand what they have actually done - is there anyone who is able to translate energy company language into normal English? 

-Actions taken: Investigating the ORION, it was found that the ELEC MRH was affected by a

GIC. These discrepancies have now been corrected, which led to changes in the fuel

charges over the year. As a result, backbilling holds were applied to the account, prompting

a Charge Adjustment Write Off (CAWO) investigation. The charges dated 05/05/2021 were

amended on 03/04/2025, following which a system bulk write-off assessment was

conducted. This initially resulted in a No Write-Off (NWO) outcome. However, due to the

ongoing backbilling holds, the CAWO assessment was revisited. For accuracy, the original

charges used in the assessment were referenced from the statement previously sent to the

member. Additionally, a backbilling snapshot has been retrieved to support further

clarification. The charges for the GAS fuel were considered, other fuel charges as GAS MRH

is not affected with over year change in charges.