“I am extremely disappointed with how OVO Energy has handled my account and billing.
I joined OVO on a **fixed-rate tariff starting in December 2024**, after comparing prices with other energy suppliers. All providers were offering similar rates — I only chose OVO because my **letting agency required me to start with them**. Otherwise, I would never have signed up.
Recently, OVO sent me a notice claiming they had “underestimated” my energy use and recalculated my bills (!), showing a **negative balance of over £500**, even though I am on a **fixed tariff** where the monthly amount was identical every month for last 9 months. This makes absolutely no sense, as the whole point of a fixed tariff is that the cost remains consistent based on usage.
To make things worse, the **account number quoted in their correspondence doesn’t even match my account**, which makes me believe they may have **wrongly applied a previous tenant’s outstanding bill to my account**.
This seems to be a **serious internal billing error**. This has caused unnecessary stress, wasted time, and uncertainty.
If this is not corrected promptly, I will be escalating the matter to the **Energy Ombudsman** and seeking compensation for the inconvenience, time, and legal costs this situation has caused.
I strongly advise anyone considering OVO Energy to think carefully — their billing system and customer service have left me with **zero confidence** in their ability to manage customer accounts fairly or accurately.”
“Utter Scum avoid
My Bills are normally £50 - £54 a month, with two of the winter months being £66 ish. For some reason they upped my DD to £58 a while back which meant I was £20 in credit.
They refused to refund me because they only refund over 1 month credit. This is illegal as ofgem states there must a legitimate reason to holding onto credit, "company policy" is not a legitimate reason.
Then they decided to up my DD to £70 this is insane as I've never had a bill for that high & I just left them for Octopus. I wonder how long before I get my credit back from them.”
“Do not go with OVO Energy, totally useless, I rent out a property which is unoccupied, I took start meter reading AND when I changed supplier to a more competent company and they are charging me for energy not used. I have emailed twice with evidence someone called saying they had made an error and would call back at a more convenient time, which we agreed and suprise no call, and again today another debt letter. Happy tobpay what is owed and no more. I WILL take to the ombudsman if they persist. Absolutely no customer service awful awful company”
“TERRIBLE, AVOID.
When I moved into my flat I was made to sign with them. Paid everything on time, bills were reasonable... UNTIL i moved out and they hit me with a £500 bill. They kept calling, sending me emails, harassing me even though I had paid everything off. They then apologised and said, "sorry our mistake, you now owe us £183" then it went down to 80 or so. I have now have a debt collection agency chasing me ever since even, though i don't owe them anything and have paid all my bills off. Apparently the staff, and the whole company are absolutely incompetent. They told me that I would have to gather the evidence to prove this? Ridiculous. What kind of company makes the CLIENT sort it out when it is the company who have made a mistake? What kind of company can't track their customer records? I hope they go bankrupt and shut down as they are handsdown the worst managed energy company in the UK and the customer service is awful, lazy.”
“I have never even been a customer of OVO but they have sent me bills for a year and a half. They are basically a criminal extortion racket who are now trying to intimidate me into paying them my money for no reason whatsoever. They should be shut down and arrested. I have reported them to the ombudsman.”
“Horrendous company moved into my new property and it was ovo energy didn’t occupy the house for 13 days and then swapped it straight away to my current provider that I’ve been with for years Octopus ovo even though the meter readings hasn’t changed in 13 days charged me £46 for 13 days standing charge I tried to get to the bottom of these charges and they said they were correct. Cut long story short they then got the debt collectors on to me because I refuse to pay until they actually sent me a written statement which I’ve still never received. It was all done via conversations over the phone. They had the incorrect email address even though I told them three times what my email address was, I am so glad I have nothing to do with them.”
“I wouldn’t leave any stars at all if that was an option. This is the most incompetent and inefficient company I’ve ever come across. The amount of paper they get through in sending letters, erroneous bills etc would wipe out a Brazilian rainforest single handedly. They are so far from being the green and sustainable supplier they claim to be. Avoid them at all cost is my advice”
“If I could give less than one star I would.
I recently moved from Ovo to another supplier after months of trying to sort out my Direct Debit payments. My monthly amount kept going up although I was £1000 in credit. I finally moved my account, and asked for a final bill and refund which took almost three months and three complaints to Ovo and a threat to contact the Energy Ombudsman. A complaint handler deemed that Ovo had failed in its agreed response times in my case and gave me a £40 compensatory payment. All done you would think? Oh no, not at all.
Today I received a letter saying they were to take me to a debt collection agency as I have an unpaid amount on my bill. I am beyond frustrated and have never dealt with such incompetence from any organisation previously. I now have to contact the Energy Ombudsman with a full complaint to avoid being blacklisted when they already stated my bill had been fully settled.
If new customers are reading this, please save your sanity and avoid this company at all costs. If you’re already stuck with them, my advice is to move asap. Unbelievable!”
“My complaint is about Call Centre staff and the inability of the company to remedy/resolve an issue which has left me a debt as to which they have accepted they made an error. Switching me to Direct debit from PAYG months ago. Trying to speak to agents when contacting the Call Centre is a waste of time. They cannot grasp or understand what the issue is no matter how many times you try to explain in fluent plain English. They sometimes even terminate the call, hang up, and that is a fact. The language barrier and skill in the job affects the ability to do the actual job. I cannot be any plainer. I trust these Contact Centres are in Asian countries with the whole reasoning being the process of saving OVO money on Fluent English speaking Call Centre operatives. I have also requested a call back next day between 12-3pm by senior staff in the capacity to help me. 3 times I have done this. Been told someone will call me next day. Next day, no one ever has. Disgraceful and unacceptable.”
“Stay away from ovo if you move home they don't pay you back credit you had in previous home i had £123 in my meter got a cheque for £33 back there a disgrace”
“Totally incompetent, useless, communication terrible. One mistake after another. OVO Energy is the worst energy company in the UK hands down
Zero stars if I could!”
“Unbelievable takes the staff don't know what they are doing simple query put the customer on hold for ages don't check in between then hang up. I work for an energy company myself these guys are terrible they need further training. Don't know why I'm with them.”
“I have moved into an apartment in which the old tenant used OVO energy as their primary gas and electricity supplier.
I have had to contact them in order to get my gas and electricity set up, I managed to get my electricity set up however as I was being transferred to the gas pay as you go team, I was cut off after waiting for half an hour.
From there onwards, I called around 5-10 times in which the automated service cut me off after around 5-10 minutes of being on hold.
Furthermore, I spoke to 2 different people on the live chat in which there seemed to be some communication difficulty.
One person would tell me that my electricity was set up and another would tell me that it was under a different name and that I had to set both of them up again from scratch.
The issue was left unresolved in both cases.
Updated edit: continued difficulty resolving the situation:
- Being told multiple pieces of information by different advisors.
- Wrong information being inputted on the system.
- Having an absolute nightmare trying to set up my gas account and clearing the debt.
- Costing me more days off work as a result of this losing me money.
- Unable to uncap my gas due to difficulty clearing the debt therefore not only do I have no gas, I also have to take more time off work to get this sorted.
- Being accused by the OVO team that I’m falsifying my review instead of being offered assistance.
- Worst customer service I have experienced, not just in terms of energy companies but any company in general.”
