Can you help me deal with Ovo Energy, as I’m getting nowhere? In July 2015 I retired to Kent and bought a house by the sea in Deal, which needed some work.
The property had no gas supply and only storage heaters, which were removed shortly after I took possession. While the work was done, over 10 days, we were unable to live in the property and the supply was largely disconnected while workmen made the installations. We then switched to another supplier.
After I’d spent five hours on the phone to Ovo, it agreed I could employ a qualified electrician to remove the now redundant Economy 7 meter. I found a local electrician and he did the job. Despite this, Ovo has since refused to acknowledge I received permission to remove the meter.
After several months of threats and letters going back and forward, it sent an engineer who stated he was happy the meter had been removed correctly. He said he thought the final electricity bill for the 10-day period, should be £30 or £40. Instead, it now claims I owe them a ridiculous £546.
I wrote to complain to Ovo in September 2015 and, again, in October; they have not acknowledged my complaint, but merely text and send letters demanding I pay their bill.
I am registered disabled and on a low NHS pension, and I fear that despite having proof that I installed central heating and removed the Economy 7 meter in July, I will be forced into huge debt to pay this estimated, fictitious bill. Please help.
RB, Deal
Ovo has been our least complained-of energy firm – and it remains a Guardian Money recommended supplier.
However, it clearly ballsed up this unusual case. Many of the complaints we get about energy firms occur as a result of a meter exchange/removal, as it seems the computer systems can rarely cope.
Happily, Ovo moved very swiftly to rectify the problem once we made them aware of it. It has now wiped the bill entirely to say sorry for the mess, and that should bring the matter to a close.
You are understandably relieved.
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