Help Centre

The balance is wrong, what shall I do?

Energy debt

⚠️ The owed balance on your recent statement will likely reflect the accumulated cost of your unpaid energy since your supply began, and may not necessarily reflect the energy used solely for that month.

If your balance in your statement seems high it could be a consolidated bill. This occurs when your supplier receives new information about your usage, such as a meter reading, so they can re-calculate your previous bills based on your actual usage. You can find more information on your supplier’s website, or contact our team directly for further explanation.

How do I check my statement(s)?

All your previous statements will be accessible through your energy account. If you have trouble accessing these please:

  1. Email the team at support@ophelos.com with the subject line: Energy statement.
  2. Request a recent copy of your statement.

If you think your balance is wrong please refer to the following pages:

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

How do I challenge my balance? (If the balance is for an old account/final bill)

😰 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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