Recently OVO deleted all our actual readings and replaced them with estimates

[Guest]

Can someone help? I submitted loads of (correct) readings to OVO and we built up a credit of almost a grand. Recently OVO deleted all our actual readings and replaced them with estimates and our credit we'd built up has vanished.

I have asked OVO to restore our actual readings but they are refusing...I'm not convinced they haven't deleted them permanently!

What can I do?

[Jenny]

Submit a new reading.

Then the credit will come back if it’s your actual readings and they are correct then the meters gonna be on the side of truth x

Also always take pics of those you submit Incase of queries x

[Maria]

I’d be checking sent items on email if sent pictures to see if they stored on your email.

Secondly you may old bills on email just a thought.

Thirdly you can ask them to send you old bills should still be kept on a dax system(archives) esp of bills been generated and give dates you want sent to you on preferred method or email or post.

Failing that check iCloud/google drive/ one drive/ Dropbox Ect

Explore these too: In OVO: my energy rate costs have not been reduced in line with my expectations for July

[Sarah]

Can you post screenshots with identification removed? Have you had an adjustment at any point in time, due to estimated bills, and were you billed correctly at the time?

Also- this is a bit complicated, and I only know from experience with a relative’s account that built a lot of credit in lockdown, but had you built up credit when power was cheaper? I’m afraid you don’t get to buy a lot of units in advance at cheaper rates (despite some of the advice around at the time) They have to go back and adjust the billing, to take account of price increases.

If you can post some screenshots, people will be able to advise.

[Paul]

Just give them another reading from today and email them pictures of the meters while you are at it. All the old readings are kind of irrelevant, the only important thing is for them to generate a bill using the most up to date readings you can supply. If they refuse, invite them to send a meter reader/inspector round to take a look.