“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.”
“Absolutely terrible experience with OVO. My personal details were used without my consent to open an account I never requested. Now I am being chased by another company for something I never signed up for.
I have contacted OVO several times but the issue remains unresolved. This is a complete breach of trust and shows a shocking lack of responsibility in handling personal information.
Avoid this company at all costs ,careless, unprofessional, and unsafe.”
“They refunded me twice but I never cashed the 2nd cheque and they keep asking me for the money. Even though their account says they made the error and I don’t owe anything”
“Disgraceful company, like many before, I was harassed after refusing to pay their estimated bills after providing meter readings on multiple occasions. I reported them in the end suggest others do the same www.energyombudsman.org”
“I'm a former Ovo Energy customer. I don't recommend this company to anyone. The app is terrible. Their billing method is mind-boggling. It's hard to figure out what's going on and what I'm paying for. I don't recommend it.
I gave only one star to the for customers service staff”
“Absolute shambles of a company! We’ve been harassed and threatened by OVO for the past 3 years — despite repeatedly proving we are in the clear. Enough is enough. We’ve now been forced to take legal action against them. Avoid this company at all costs!”
“If you want to spend your day listening to musak this is the company for you!
And when you finally get to talk to someone make sure you are multi lingual.
Then you can be cut off. And that is what you wanted in the first place!
Also the AI chat bot makes you want to go back to the Stone Age.”
“We’ve been on direct debit with OVO Energy for over a year. Everything was fine until our fixed rate ended — then, without reason, they raised our monthly payment to over £200, even though our actual usage (based on the meter readings we sent) was barely over £100.
At the time, we had around £400 in credit that we hadn’t used. We decided to stop the direct debit, since we had no debt, and expected them to deduct future bills from that credit. Instead, despite owing them nothing, my credit score was negatively affected.
We even tried paying exactly for the usage each month, but they still insisted on taking the inflated monthly amount they set.
In 7 years with British Gas, we never had a single issue like this. Very disappointed with OVO Energy’s approach — especially penalising a customer’s credit score when there is no outstanding balance.”
“I have just tried to speak to customer service snd the person who answered my call could barely speak or understand English! He asked me FOUR times what the issue was - I couldn't believe it!! I am 65 years old and had a smart meter installed on 1 August - nothing but problems with my Economy 7 water since then. This situation is causing me huge stress and the person I spoke too (male - and definitely not a native English speaker) is a complete disgrace and should not be in the role. Appalling customer service and when my 1 year fixed loyalty tariff ends in November, I shall be changing supplier.”
“Thats minus 1000 I notice you sent me a bill 102 pound not deducting the 68 pound I pay you in payment no email so I could have paid that 102 pound never the wiser it shows what a inconsiderate greedy electric company you are I wonder how many other people you have ripped off pensioners I bet and the vulnerable”
