“They are too incompetent to even set up a new customer account. They told me to put the key in without one, to get the power on at my new flat, and the meter just guzzled a £25 top-up without adding credit. They then gaslit me that I hadn't any money on the key, and hung up. This took 110 minutes because they're too stingy to hire any staff.
Best quote:
"I have no idea what I'm talking about"
(Avoiding accountability right before rudely hanging up on me)
Brilliant.”
“Disgusted at the service at Ovo energy i have been with this provider since 2011 previously known as SSE, last few years has been a awful service by this provider, please DO NOT USE this provider as there service is degrading, they have no empathy towards there customers when they can’t fix the problem, I have been without gas and hot water for hours on some days.”
“Appalling customer service. You state your query clearly, answer all.the security questions,and then the staff randomly start insisting on tidying up account phone numbers, ask how many people live in the house, steer you towards smart meters a d you have to constantly ask them to please stay focused on your query. It is all smoke and mirrors. They want to avoid dealing with matters regarding giving refunds if your account is in credit, avoid dealing with anything to do with them adjusting your direct debit. It's like being in some dystopian game. They are desperate to avoid dealing with your query, you are desperate for being heard and your query be dealt with. I wasted 90 minutes today. I wasted 60 minutes a week ago. I was entitled to a refund, met the criteria, yet had to fight for it. This is criminal. I will be taken by it further”
“Tried to change correspondance address for my mother's account acting under an LPA which i had registered with ovo some time ago. The woman said cannot be done without speaking to my mother (sho sadly has no mental understading). Then put on hold and in the end they disconnected me. OCTOPUS very helpful as usual so have initiated a change of supplier.”
“Disgraceful Company and experience with OVO. After receiving my final bill and refund, they contacted me months later claiming I owed £554.47 due to an alleged “mistake.” Despite repeatedly asking for evidence and a clear explanation of how they calculated this amount, they have failed to provide any meaningful documentation.
They now claim they never received my final gas meter reading, even though I submitted it through their app when I moved out. Instead of properly investigating my complaint and addressing the evidence I’ve provided, they continue to send payment demands and discuss payment plans without answering my questions.
I don’t object to paying money that is genuinely owed, but I do expect transparency and evidence. So far, OVO has not provided either. Very disappointing customer service and complaint handling.”
“Absolutely abhorrent service. The staff are fine but the system is broken. We switched when we first moved into our new home from them to another provider, they sent us a final bill, we paid, then another final bill, then credited us, then ANOTHER final bill. Three final bills? We talked to them on the phone in between and they assured us it was sorted, to get a refund of £0.97, to then get ANOTHER bill?! It's absolutely ridiculous. They just send you in circles trying to get it sorted - we're not even 100% sure we sorted it now. We've been told our account is closed - who knows, we'll probably get *another* bill next week. Avoid them like the plague if you want to switch easily later on or if you want clear communication on where you stand.”
“I changed to British Gas from Ovo on 26th June. Meter readings were sent to both these companies on this date and I expected to receive my credit balance of over £230 within the 10 days as stated in the Ovo website. I phoned Ovo and was told it will take 10 weeks to clear as British Gas had not sent readings to them. I contacted British Gas who said they had. Ovo seem to forget that this is my money, no theirs.”
“One of the worst company I have dealt with. They are so incompetent it's laughable. I asked to be put through to their complaints department and I was told they refusing to take my call. If you don't want to be stressed do not use this company!?!!”
“The one star is only to allow me to write a review about OVO. Do not use this company. They are inept. They are rude. They are avaricious beyond limit. They inflict nothing but stress and worry. PLEASE DO NOT USE OVO FOR YOUR ENERGY.”
“If 0 stars was an option I would choose that.
I have been receiving letters for 15 months for the old tenant. They are still charging him despite me paying British Gas.
I have emailed 5 times, calls 5 times, sent 50+ letters back. All the replies do not address the issue or provide any explanation. The last advise from their customer service representative was to put the letters in the bin.
The previous tenant received a letter from a collection agency which said 'if you are not the named recipient call us' which took me half an hour to sort out with the added worry of Bailiffs possibly turning up to demand payment. No apology from OVO. No sign of a resolution.”
“I moved out of a property with an OVO account in my wife’s name. OVO had our new address, phone number and email address.
After we moved out, OVO opened an account in my name without telling me. I did not authorise it and had no idea it existed. I only found out when debt collection started. By then, my credit file had already been affected.
This has been an exhausting and upsetting experience.
OVO has since provided documents in response to my Subject Access Request. Those documents confirmed what I had been saying: an account was created in my name after I had moved out, I was treated as financially liable, and the matter was passed to debt collection. OVO later accepted that I was not liable, deleted the account, cleared the balance and requested a credit file correction.
I appreciate that these steps were eventually taken. But they do not answer the most important question: how was this allowed to happen in the first place?
OVO still has not properly explained where the inaccurate information came from, who or what created the account in my name, what checks were carried out before debt collection began, or why my wife’s account was later changed to show an incorrect move-out date and balance.
For me, this is the most troubling part. A customer should not discover that an energy company has opened an account in their name only after debt collectors become involved. It should not take months of calls, emails, complaints and data requests to get basic answers.
Mistakes can happen. But when a mistake affects someone’s credit record and causes serious stress, the company should be transparent about what went wrong and how it will prevent it from happening again.
OVO appears to have corrected some of the consequences, but has still not explained the cause. I am still waiting for a proper explanation and fair resolution. I also hope the Energy Ombudsman and ICO can help establish what happened.”
“OVO ENERGY IS IN THE PROCESS OF BEING SOLD TO EON, IF YOU ARE AN OVO CUSTOMER AND HAVE BUILT UP A CREDIT BALANCE NOW IS THE TIME TO DEMAND A REFUND, YOU MAY NOT HAVE THE OPTION ONCE EON HAS TAKEN OVO ENERGY OVER, IF NECESSARY BRING IN THE ENERGY OMBUDSMAN AND OFGEM AND LAUNCH A COMPLAINT.”
“I was coned into going with ovo .told I was already signed up with them agreed a monthly amount of £69 they now want £202 month this is from last July we have been out of property for about 18 weeks on an off we live in 1 bed mid terrace bungalow how can this be right ovo target the valuable elderly”
“An absolutely appalling company. Having assigned the supply to my property to a different provider, they proceeded to charge me for usage by a different apartment, issued bills based on estimated readings, did not resolve their lack of connection to my smart meter, did not fully follow the Energy Ombudsman's ruling in my favour and after I overpaid the balance on selling the apartment - having confirmed a credit balance on the account - over 6 months later they assigned an apparent debit balance to LCS Debt Recovery agency. They had also sent debt recovery specialists to an elderly resident in the same apartment block - all completely as a result of OVO's incompetence. Their approach to customer care amounts to harassment and is simply criminal. This company should be closed down.”
“Moved into a property that already had OVO as the supplier, I remained with OVO for just under a month untill my supplier was able to take over the supply. They sent me a final bill on the 15th March, on the 17th March I contacted them via live chat to set up a payment plan. Set up a standing order payment plan, continued to pay this for 2 months, started receiving 5/6 Calls a day from OVO and debt collection letters. I Rang and spoke to lady last week and explained I set up a payment plan and have been paying, she asked for my bank statments to prove this, I provided these via email while on the phone to her, she viewed these and stated she will apply them to my account in 7 working days and I will no longer recieve calls or letters. I asked why it wasnt applied to begin with she stated the bank details that I was provided via live chat were wrong so the money was being allocated to a unamed account instead of mine... she said she had ammended this. Fast forward to today I recieved an email stating they were sending a debt collector to my home and will charge me £20 for the pleasure. I rang again and explained all of the above, the guy said I didnt speak to someone from 'collections' last week it was spmeone from their 'care team'. He stated he could see the bank statments I provided but they hadnt been updated on my account as there was still a collections flag on my account. I stated I was really unhappy, I set up a payment plan 2 days after the account closed and have been paying it every month so to threaten me with debt collectors when its down to their own internal structure not communicating with each other is totally unfair. He replied by telling me how I can file a complaint. He then added he has removed the 'flag' and added my payments to my account so moving forward I shouldnt recieve any more debt emails,calls,letters.
So even if you pay your bill each month without fail they will still try to find a way to do you over.”
“Unfortunately, this company is very disappointing. I had a very difficult time with them; they manipulated the system, made unjustified payments, and charged exorbitant prices. When I terminated my contract, they said there was one final payment due, which I paid. Now, a month later, they're saying I have to pay again. I don't understand why. Even their employees are inexperienced. I wouldn't recommend anyone contract with them.”
“If I could give 0 stars, I would. The customer support is SHOCKING. They hit me with a HUGE bill at the end of my tenancy, which I paid. They then said I overpaid so sent me a cheque for £600 which I cashed. 3 months later, I found a black mark on my credit score because they said I owed them over £1000 because they calculations were incorrect. I just want to be done with this company!!!”
“I tried OVO because it was already installed in the apartment I moved into. I set up a plan and paid for two months, but in the third month I received a notification saying I had no plan. They cancelled it without my request!!! This was the second time I had to spend time dealing with them.
They then set up a new plan for me - though apparently this was “the first time” on their end (how is this possible ha). A month later, I received a notification saying they were increasing my direct debit, which is unfair considering I had already opted for a plan above my actual usage. This option wasn’t offered to me a month earlier?! And had it been, I wouldn’t have agreed.
I had to call again. Third time in 4 months. While I always appreciate customer service teams - nothing ever gets properly resolved here. Avoid OVO at all costs if you don’t want to constantly deal with issues that are outside your responsibility.”
“Heavily in credit with OVO and asked for my money back as credit balances are no longer covered by government guarantee and I was concerned about the company's financial situation. They immediately revised my bills and from being nearly £500 in credit I went to being in debit. A whole series of different explanations followed constantly changing as each one was shown to be untrue. Now they suggest that I wait 3 months before getting my money back. They are clearly in a worse financial position than I thought and I am reluctant to leave my money with them as I don't know if I will ever get it back. If you have a credit balance with this company I would get it out quickly.”
