“Nobody answers the phone. It doesn’t matter which number you call, it is the same message continuously and cuts off after four minutes. Does anyone actually work there?”
“Gas and electricity prices falsified, fixed tariff claim falsified, direct debit amounts increased with no explanation or justification, debt recovery brought in at slightest query of their practices, AVOID OVO ENERGY, if a current customer and unhappy, cancel the DD AT EARLIEST CONVENIENCE, contact the Energy Ombudsman and make a formal complaint, they charge the company £320.00 per complaint and their findings have to be accepted by the energy company.”
“OVO know that I am a vulnerable disabled adult .
As well as Physical disability I am deaf .
OVO have been told to contact me only via an email.
When I complain online the resolution team Phone me ! then say they have tried to contact me .
Phone messages are left obviously I have no knowledge of who has phoned or what the person is saying .
I have been open about my disabilities , it now seems that OVO are deliberately mocking me .”
“Formal Notice: The Intentional Abuse and Mockery of ‘Vulnerability’ Status
Subject: Systematic Abuse of Vulnerable Customer Protocols
I am writing to formally call out OVO Energy for its disgusting treatment of vulnerable adults. I want to be perfectly clear: OVO does not just "neglect" its duty of care; your staff choose to abuse the status itself.
1) Mockery of Vulnerability
You have "Vulnerable Adult" written in your books and on your screens, but your staff use that as a license to be obnoxious, arrogant, and cruel. It is clear to me that they find it "funny" to abuse the very terms meant to protect me. They take what that status is meant to stand for safety and support and they flip it on its head to see how much they can get away with.
2) Intentional Malpractice
This isn't an accident or a lack of training. It is an active choice to abuse the system. By being adamant about false information insisting my email was only sent today when I know for a fact it was sent on the 1st of February regarding my meter readings and then abruptly hanging up on a person with dyslexia and learning difficulties, your staff are proving that they view a "vulnerable" label as a target for bullying. You are abusing your own terms and conditions by pretending to offer a safe environment while actually fostering a culture where vulnerable people are mocked and silenced.
3) Exploiting the Power Imbalance
You say you understand, but you don't. You choose to ignore my history of trauma and my communication barriers because it gives you a power trip. You treat me with more hostility than a non-vulnerable customer precisely because you think I am an easy target who can be "stonewalled" and "shuttered" without consequence.
4) A Fraudulent Policy
OVO is committing a form of policy fraud. You have these protections in your "books" to look good for the regulators, but in the real world on the phones and in your emails you abuse those terms. You are using a safety label as a shield to hide your own abusive behavior.
Final Demand:
I am tired of OVO’s "fake empathy." I am calling you out for the hostile, arrogant, and abusive institution you are. I want an explanation of how "abruptly hanging up" and "refusing to listen to the facts regarding my email and bill" aligns with the protection of a vulnerable adult. I am no longer just complaining about a bill; I am complaining about the intentional mockery of my rights as a disabled customer.”
“Formal Notice: The Intentional Abuse and Mockery of ‘Vulnerability’ Status
Subject: Systematic Abuse of Vulnerable Customer Protocols
I am writing to formally call out OVO Energy for its disgusting treatment of vulnerable adults. I want to be perfectly clear: OVO does not just "neglect" its duty of care; your staff choose to abuse the status itself.
1) Mockery of Vulnerability
You have "Vulnerable Adult" written in your books and on your screens, but your staff use that as a license to be obnoxious, arrogant, and cruel. It is clear to me that they find it "funny" to abuse the very terms meant to protect me. They take what that status is meant to stand for safety and support and they flip it on its head to see how much they can get away with.
2) Intentional Malpractice
This isn't an accident or a lack of training. It is an active choice to abuse the system. By being adamant about false information insisting my email was only sent today when I know for a fact it was sent on the 1st of February regarding my meter readings and then abruptly hanging up on a person with dyslexia and learning difficulties, your staff are proving that they view a "vulnerable" label as a target for bullying. You are abusing your own terms and conditions by pretending to offer a safe environment while actually fostering a culture where vulnerable people are mocked and silenced.
3) Exploiting the Power Imbalance
You say you understand, but you don't. You choose to ignore my history of trauma and my communication barriers because it gives you a power trip. You treat me with more hostility than a non-vulnerable customer precisely because you think I am an easy target who can be "stonewalled" and "shuttered" without consequence.
4) A Fraudulent Policy
OVO is committing a form of policy fraud. You have these protections in your "books" to look good for the regulators, but in the real world on the phones and in your emails you abuse those terms. You are using a safety label as a shield to hide your own abusive behavior.
Final Demand:
I am tired of OVO’s "fake empathy." I am calling you out for the hostile, arrogant, and abusive institution you are. I want an explanation of how "abruptly hanging up" and "refusing to listen to the facts regarding my email and bill" aligns with the protection of a vulnerable adult. I am no longer just complaining about a bill; I am complaining about the intentional mockery of my rights as a disabled customer.”
“Ive been waiting 12 weeks for a resolution to my issues.
I am promised things on the phone that are then fantasy when speaking to another customer service advisor. They will say anything to get you off the line.
I hope Karma is real.”
“my account was over £500 in credit, it is now over £307 in credit, but ovo every have applied a £15 late payment charge and will not refund it.
and no one can explain this to me...”
“OVO’s prices are honestly ridiculous and far higher than they should be. On top of that, they charge an insane exit fee which feels deliberately punishing.
What really annoyed me is how they handle billing. If you slip into a new month even by a single day, they expect the full direct debit for the entire month. No pro-rata, no flexibility, no common sense, just take the money.
Customer service was awful throughout. Staff were rude, dismissive, and completely uninterested in actually helping. Every interaction felt like a battle rather than a company trying to support its customers.
They have caused serious financial damage for me. Under no circumstances should anyone use this company. Their pricing, fees, and billing practices make it incredibly easy to fall behind, and once you do, they show no understanding or willingness to help.
I have now fully closed my account and would strongly advise others to avoid OVO entirely.”
“The worst customer service I have ever experienced and the worst electricity company ever. I wanted to move to a different company and they refused for the line to be moved to the new company.
I asked to speak to a manager and they disconnected my call. After that every time I phone and complain they disconnect the call, then call back so we have to start over and this is what they do every time.”
“The worst energy company of all time. No care for the customer, chaotic and unconnected operations. They only care about maximising billing and operate a policy of making customers in advance of supply. The executives should be forced to ceases these policies. Avoid these guys”
“They keep putting up my direct debits with the usual excuses - I don't think that they know that we have cold winters and warm summers, especially as they are using a call centre in South Africa”
“The customer service has been so poor. My boiler broke down, they said an engineer will be sent out the same day, only to call up end of the end and say someone will be coming the next day. Engineer came and said parts need to be changed, which could take up to two working days, it’s Thursday! Poor customer service, not expecting the boiler to be fixed till next week. So inconvenient and such a poorly run organisation.”
“I had a very disappointing and stressful experience with OVO Energy regarding a closed account.
When I informed OVO that I had moved out, their team confirmed that all checks were completed and my account was properly reviewed and closed. A refund was even issued, which clearly indicated the matter had been finalised. At no point was I asked to provide final meter readings while I still had access to the property.
Months later, OVO reopened the issue and requested meter readings that I can no longer provide, as I no longer have access to the previous property. This is not my mistake — it is the result of poor internal handling and lack of communication by OVO at the time of account closure.
This ongoing back-and-forth has caused me significant stress and frustration. It has completely damaged my trust in OVO Energy. As a direct result of this experience, I am now switching energy suppliers for my new home as quickly as possible.
I would not recommend OVO Energy based on how this situation has been handled.”
“They make sure you can't complain by refusing to answer the phone.
This company has a rubbish administration and customer disservice system' I am so pleased I changed to a supplier run by grown-ups.”
“I was dealing with a difficult issue that left me uncertain about what steps to take next. While searching for reliable help online, I discovered ERF through several strong recommendations. I decided to reach out, and their quick, professional response immediately set them apart. The team listened carefully, asked thoughtful questions, and made sure they fully understood my situation before offering any advice. Their professionalism and genuine concern gave me confidence and reassurance throughout the process.”
“Don’t go near this company,(I’ve switched to a different energy company) I’m still waiting to find out WHY they stopped my D/D ???& did not inform,me ,had to pay £96 gas /£74 electric before I could set up anew D/D account, sent continuous debit collectors letters (told to ignore them) put my neighbours energy bills on the back of my bills,addressed my bills with to occupier,made to pay £1.078.49 a year after leaving OVO the last straw £20Admin fee with a debit collectors letter (a company called BPO debit collectors) .....appalling service who take on notice how they treat their customers.”
