13k underpayment!

sirjojo26

I'm pretty sure she was paperless.

All her other bills are filed and there is nothing from ovo apart from an original welcome letter.

My sister has access to her emails and has searched and not found anything from them

la531983

https://forums.moneysavingexpert.com/discussion/comment/82079833#Comment_82079833

By the sounds of it the readings on the bill were correct (smart readings), just not enough money was being taken. But given the amounts involved it does seem rather incredulous, likely need to see some documentation.

WiserMiser

£157 per month works out close to the Typical Domestic Consumption Value, but if she was at home all the time she may have been using a bit more than the mythical typical consumer. Ditto if she was in a big old mansion in Scotland rather than a well insulated flat in Cornwall.

Nevertheless, the shortfall does seem excessive and Ovo should have flagged it up promptly.

Look closely at the bill calculation if she had gas. If there's a figure of 2.83 in the volume to kWh calculations it means that they've been overcharging because they wrongly thought she had an Imperial meter. Decent software should block that (all UK smart meters are metric) but it does happen sometimes.

retiredbanker1

https://forums.moneysavingexpert.com/discussion/comment/82079839#Comment_82079839

Would the energy company hold records of when they tried to contact her if payments were insufficient to cover usage?

Companies have to treat customers fairly these days - if they have no record of contacting her their case weakens considerably IMO

WiserMiser

Could she have had another email address? To minimise spam, many people have one address just for friends and family and another for commercial correspondence. But submit an SAR PDQ !

sirjojo26

No she only ever had 1 email address, she hated tech and kept everything as simple as possible

sirjojo26

We only knew when we closed the account and got the final bill.

(Image removed by Forum Team)

We then disputed this and got the full statement going back to 22

WiserMiser

Please can you the post meter reading bits of the first bill and the last bill, for both gas and electricity? Remember to redact ALL the account numbers, addresses, meter numbers etc.

la531983

You might want to remove the full address from that bill you posted.

Also it doesnt show anything about readings.

QrizB

If your mum was using £250-worth of electricity in a month, in summer, which is what that bill seems to show, there's something really weird going on.

That's 1000kWh a month, 35kWh a day. We use less than half that and we've got an electric car as well as a house!

Where's all the electricity going?