Help Centre

How do I challenge my balance? (If you are still paying this supplier for your current usage)

Energy debt

🧮 If your energy statement has been calculated based on estimated meter readings…

…we can check in with your supplier and ask them to revise your owed balance. You will need to provide a recent meter reading first.

👉 Here’s what to do:

  1. Submit your meter reading through your energy account/app.
  2. Send an email to support@ophelos.com with the subject line: Energy bill dispute
  3. Let us know you would like your balance revised, and confirm you have shared a meter reading with your supplier. We’ll then contact your supplier for an updated balance/statement.

💡 If your energy statement has been calculated based on your submitted meter readings…

…you would be unable to request to have your balance revised. This is because your supplier will confirm your usage has been calculated accurately and that they are asking for the correct balance.

😡 If you can’t challenge your balance but are still unhappy…

…you can raise a complaint with your energy supplier if you are dissatisfied with the service you have received.

👉 Here’s what to do:

  1. Email support@ophelos.com with the subject line: Energy complaint
  2. Let us know you intend to raise a complaint with your supplier because you are unhappy with your balance. Our team will advise what they can do to help.
  3. Raise a complaint with your supplier, or if you have already been through a complaints process you can take your case to the Ombudsman.

😰 Concerned about your ongoing energy usage?

We have compiled a list of resources for energy customers who are struggling with their bills.

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