Hey Samantha, I hope this is all sorted now, but if not, please get in touch so we can help.
You could send us a message to our Facebook or Twitter pages: https://www.facebook.com/ovoenergy or https://twitter.com/OVOEnergy, call us on 0330 303 5063 between 8am - 6pm Monday - Friday, or get in touch via webchat on the Help Centre: https://help.ovoenergy.com/
Thanks,
Ed