Billing for energy more than 12 months ago

[Dan17]

Not sure if anyone can give me any pointers here please?

My Father passed away in April 2023 and his house was sold, the sale completing at the end of January 2024. The gas and electric was paid on time every time while he was there, and afterwards right up until the 'final bill', a few weeks after sale.

Earlier this month, OVO energy email me, as an executor, to tell me

'We’re sorry, we’ve realised that we didn't charge you in full for your gas on date 03/06/2022 and 04/08/2022, 04/07/2022. . This was because we only had estimated meter read for you during this time. We’re sorry, we’ve realised that we haven’t sent you a statement for your gas and electricity since 01/02/2024. We’ve fixed the error and your final account balance has been updated. Your outstanding balance comes to £90.51 in debt'

I have since had another email where it's about £130 in debit.

I have read the Ofgem back billing rules https://www.ofgem.gov.uk/what-do-if-you-get-back-b... which seem to suggest that you cannot be charged for energy used more than 12 months ago, if you have not had an accurate bill for it before.

It appears that I've had anything but an accurate bill since it keeps changing. In any case, I provided final meter readings when the house was sold, they billed me based upon those and are now back for more from the deceased estate.

Thanks in advance.

[Ham_and_Jam]

Condolences regarding your father.

OVO are an absolute nightmare to deal with. I had a similar situation earlier this year with them. Final readings given, new people in the property, they then decide to change the readings (no idea where they came from as its a dumb meter) and demand money.

I just stood my ground. Phoned them every week over the course of two months. They would agree with me on the phone and then send me red letters.

I just kept escalating it until they finally backed down.

Best thing to do is call them, you get more information and action, and them transcribe the call into an email.

Good luck

[Dan17]

Ham_and_Jam said:

Condolences regarding your father.

OVO are an absolute nightmare to deal with. I had a similar situation earlier this year with them. Final readings given, new people in the property, they then decide to change the readings (no idea where they came from as its a dumb meter) and demand money.

I just stood my ground. Phoned them every week over the course of two months. They would agree with me on the phone and then send me red letters.

I just kept escalating it until they finally backed down.

Best thing to do is call them, you get more information and action, and them transcribe the call into an email.

Good luck

Thank you.

I might need to refer to previous calls with them as I have been told on more than one occasion, 'ignore anything further from us'.

[Ham_and_Jam]

Dan17 said:

Thank you.

I might need to refer to previous calls with them as I have been told on more than one occasion, 'ignore anything further from us'.

That’s exactly what they would say on the phone, then a ‘red letter’ would appear in the next few days saying ‘do not ignore this letter’.

It drove me nuts, but apparently their system is slow and stupid. It won’t immediately update the letters that are sent out.

I just requested an email from them confirming the matter was resolved, even though the snail mail persisted for a few weeks after.

[Ham_and_Jam]

Dan17 said:

Thank you.

I might need to refer to previous calls with them as I have been told on more than one occasion, 'ignore anything further from us'.

That’s exactly what they would say on the phone, then a ‘red letter’ would appear in the next few days saying ‘do not ignore this letter’.

It drove me nuts, but apparently their system is slow and stupid. It won’t immediately update the letters that are sent out.

I just requested an email from them confirming the matter was resolved, even though the snail mail persisted for a few weeks after.

[Simpo Two]

Dan17 said:

It appears that I've had anything but an accurate bill since it keeps changing. In any case, I provided final meter readings when the house was sold, they billed me based upon those and are now back for more from the deceased estate.

Can you go online and do a screengrab of the line that shows the meter readings and date? That would undo their claim that they were only working from estimates.

In the days when electricity was cheap, they could afford to pay men to come round and read everybody's meter. The somehow it all turned to st.

[Dan17]

I just found this email from earlier this month, hoping this will trump all others since!

'My name is Sian, I'm a Bereavement Care Specialist here at OVO. I rang today, but was unable to reach you.

I have looked at the account with my colleague and it appears that back in 2022 there were some missing gas charges. The billing department have made adjustments due to this, which is why the new balance has changed.

If you receive any collections letters, please ignore these for the time being.

I have requested a write-off assessment for the account and will get back to you as soon as possible with the outcome.

If you require any further assistance, please do not hesitate to contact us.'

[netherfield]

They sound about as competent as Eon next.

[Nick Forest]

Tell them to foxtrot Oscar…Ofgem are very clear that no back-billing can occur after 12 months if it’s an error by the energy supplier.

https://www.ofgem.gov.uk/what-do-if-you-get-back-b...