A frugal life is an easy life!

Ovo’s senior resolution manager could not determine, from the billing that SSE sent across to Ovo, on the transfer of the account, answers to the questions put to him.

In response, Ovo’s senior manager stated,

“I will now try to get the data directly from SSE Energy's system, as opposed to the data that is passed to us from them. This may take me a day or so to attain, if at all possible.
I will contact you after I have laid eyes on the raw data to better understand what SSE Energy have communicated to you historically”

I thought it strange, that Ovo’s senior manager may not able to view recent data on the customer’s account (as highlighted in his response above)?

After checking and viewing “the raw data from SSE” Ovo’s senior manager then stated,

“It is worth noting there was another customer reading submitted online that was added on the 21/05/2021 of 1414”

Ovo’s senior manager went further in a later reply, stating,

“When I advised of the reading you/customer/3rd party have provided via the online service, it is the online portal entry that I have viewed. This is not a point of debate, it absolutely happened.”

Only there wasn’t a customer reading of 1414 submitted by the customer via the online services, this is complete fabrication.
As is the date it was supposed to have been submitted to SSE.

Ovo’s senior manager (whom has seen the raw data from SSE it’s claimed) stated that the meter reading of 1414 was submitted by the customer on 21^st May 2021.

Yet SSE’s own billing, sent over to Ovo when the account was transferred, shows that a bill was generated on 27^th April 2021, quoting an actual meter reading of 1414 as “the previous reading” on the account.
This is almost a month earlier, than Ovo’s senior resolution manager states after “viewing SSE’s raw data”

How can this be?

• Is Ovo’s senior manager lying?
• Has Ovo’s senior manager actually seen “SSE’s raw data”?
• Ovo’s senior manager has confirmed, “the previous reading given by yourselves of 2148, given on the 25/05/2021 at 9:28” was on SSE’s billing system, so why did SSE quote 1414 as being the previous reading used in their billing?

As if the inaccurate statements coming from Ovo’s senior resolution manager weren’t bad enough, imagine my surprise, when attempting to view the customer’s original SSE billing, sent over by SSE to Ovo on the transfer of the account, via their online Ovo account…

The January to April 2021 bill, that has the 1414 reading added, is missing!

Further viewing revealed that the 1644 reading, said by Ovo’s senior manager to have been submitted by the customer (which is in dispute as it was not submitted and readings of of 2148 and 2422 have also been confirmed as being on SSE billing system) in January 2022, has that bill in question also missing!

I refer you back to the highlighted point earlier,

         “This may take me a day or so to attain, if at all possible”

In three separate replies, I have asked Ovo’s senior resolutions manager,

• Where is the missing billing?
• Why can we not view the missing billing?
• Why is this billing missing from the account SSE transferred over to Ovo?
  (Especially as bills from before and after for both gas and electricity are present, yet not the two bills that are being disputed?)

Each time he has chosen not to answer.

In his final reply, suggesting “a £100 goodwill gesture” as a final settlement, he asked which missing bills I was referring to.

I find it very strange that selected bills, that are being disputed, are missing from the customer’s online Ovo account?