Billing error hits 13,000 OVO Energy customers


Updated on 02 December 2014 | 0 Comments

Energy provider OVO falls victim to IT bug, resulting in new customers paying the wrong amount for their energy.

An IT glitch means that 13,000 OVO Energy customers have paid the wrong amount for their energy

Just over 3,000 have overpaid, while around 10,000 have underpaid. The issue has predominantly hit those with single fuel rather than dual fuel accounts.

The issue mostly concerns customers who joined in April, May and June of this year. OVO incorrectly recorded how much new customers should pay for each unit of energy used and how much their standing charge should be.

Those affected will be sent a letter as soon as possible making them aware of the situation and of what will happen next.

These customers will be put back on the rates they initially signed up for.

Customers who overpaid will automatically be refunded, including those who have since switched energy providers.

Anyone who has underpaid by £10 or less will have their owed payment written off while money from those with bigger underpayments will be taken from their energy account by the end of the year.

Those undercharged by £50 or more will receive a goodwill gesture of £20-£100 depending on how much they owe. Unlike over-payers, OVO Energy will not contact under-paying customers who have changed suppliers.

Most of the billing errors made by the provider are “low value”, with the average undercharged customer paying £25 less than they should have per month and overcharged customers paying £10 more.

OVO emphasises that no one will be left out of pocket as a result of this glitch.

Are you with OVO energy? Have you been affected by this glitch? Let us know in the comments section below.

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