“I asked for the final bill, when I got it I paid it in full, than they asked me to pay again as they,
I believe, miscalculated. When I paid them the amount they asked me for (£125), I got two checks sent to me as they said that I overpaid. First check was for £7, the other for £0.85 😀. After a week they call me saying that I still own them £3.50.
I know, it is difficult to believe it. What's the waste of paper and time. They have such a mess. Keep away from this company!!!!!! Choose any other, anyone is better.”
“This company is absolutely horrendous
ANYONE THAT USES THIS COMPANY IS CRAZY. I have waited for 3 months for a new meter to be fitted after the smart meter they installed didn't work.
They have still to date 3.11.22 done nothing but call me a few times to ask if anything has changed.
They don't understand the words the meter dosent work I have been asked this question many times and here we are winter coming and I am stuck with nothing. These companies take take take but when you need something they turn their back on you
SSE OVO YOU SHOULD BE ASHAMED OF YOURSELVES DISGUSTING COUSTEMER SERVICE”
“Ovo should be Ono , 3 emails & 4 phone calls over a 2 week period to get my meter read! I supplied 2 photos of the meter which was confirmed by the agent they received them & nothing, instead just getting emails to pay my 400% more estimated bill ? DONT go near this company, they promise everything & deliver nothing!”
“This is the worst energy company ever… my in-laws who are in their ninety’s are being made ill with worry over this company’s handling of their energy bills. They do not have internet and phoned through numbers to ovo… now been told that they can no longer do this… they have also been told they will not receive government fuel payment unless they are on direct debit… This is blackmail and wrong… My husband has been trying to sort it all out but it is useless. Surely there is someone out there who can help all these people take on this company as at the moment OVO is running rough shod over their customers and getting away with it. The government needs to step in.”
“Promises to resolve issue only to be led around in circles. Increasing direct debit based on a false estimate that doesn't reflect my actual usage and either they won't understand the obvious problem or refuse to understand. Very long waiting times to speak to someone, only for line to be cut off if it's by phone, or get someone through webchat (After a queue of 270 people) who is speaking to 5 different customers, is distracted and takes ages to understand your issue, and that also cuts off eventually too. Having a case number does nothing as I still had to explain the issue every time I spoke to someone and they still wouldn't help. Very unsatisfied and can't wait to switch over to a better supplier, even if I'll be paying extra. I prefer that than dealing with this mess of a company any longer. Avoid at all costs.”
“OVO Energy is the worst energy provider I could ever possible imagine. DO NOT join with them. They set direct debits to more than double the amount of usage you use and have no interest in discussing with you to change it. I thought SSE was bad until I was handed over to OVO and cannot believe what a horrible money stealing fraudulent company it is. DO NOT JOIN OVO.”
“Unbelievably bad customer service.
Spent an hour on hold to get through to customer service, then the call handler put me on hold for another hour and then hung up on me. The website does not let me set up an account. Web chat position in queue is over 400. Ive been on the phone another 30 minutes in a queue. I have no power in my home. Truely AWFUL customer service.”
“Far too long to relate the appalling sorry saga. (And yes I am still in credit, as confirmed after an hour on the phone, but they are still after me saying it is a debit amount.) Like the other reviewers all I can say is stay clear of this company as you would avoid an Ebola ridden Gibbon ! They are not fit for purpose, and how on earth they became so big beggars belief.
My advice is go to ANY other supplier they cannot be as bad as OVO.”
“Wirst and rude company ever. And they are taking advantage if us knowing we can not change to any other supplier at the moment. But we will be back. And get a fuckin communication centre with people who can talk English”
“Unable to get through to a human on the phone, automated system gives you milliseconds to input your answers using the keypad, confusing menu set up with no number to press to pay for the bill using a card till you get through a second stage just by holding on as a 'vulnerable customer' or an emergency, clear as mud. When got through, Payment rejected as there was an issue with confirming the account/identity, despite me inputting the correct information. I know they obviously don't want people paying by card and would rather I use the web and direct debit to pay but I'm trying to pay on behalf of my elderly mother who isn't a fan of online anything. Also they switched from quarterly payments when she was with SSE to monthly payments even though their own website still says you can pay quarterly and the letter they sent specifically said it will stay as it was with SSE. Incidences of ignoring meter readings submitted and using estimated readings instead, confusing bills and excessive paperwork. Bills received a week and a half late (not postal strike) giving you a day or two to pay the bill before they send reminders, all in all pretty stressful to deal with and clearly not there to aid it's customers, seemingly more interested in deterring them from contacting them in any way for any reason. What a shame this was forced upon her, may have to look around for a different supplier, but they all seem a bit rubbish. Could they be ANY worse??”
“When we moved into our current house in Sept 2017 we joined Ovo and our first gas meter reading was 12611. In March 2022 our gas meter reading was 18449. Six months later I sent a new reading which was 18770. Ovo then sent me a bill for September based on an "estimated" opening reading of 8944 and an actual closing reading of 18770, claiming that in that one month we had therefore used 108,863 kwh of gas and therefore owed them £8,150. I emailed them the previous bills and meter readings recorded by them on my on-line account, these clearly showed the actual meter readings I refer to above. No response to the queries raised, only a request that I send them another photo of the meter. In response to the photo I duly sent (again) I received a request from someone else at Ovo for a picture of the meter. This cycle was repeated four times with the same request from four different operatives at Ovo, none of whom then emailed back to explain what they would then be doing to follow this up. I called and on each occasion the Ovo representative was unable to understand that billing me on the basis of an "estimated" opening reading that was far lower than any reading taken since we moved in could not be correct. On each occasion the representative couldn't find a record of the emails sent by me using their portal, or previous phone calls I had made to try to resolve the issue. I was put on hold for long periods of time and then cut off by Ovo on two occasions. I have however had several emails from Ovo urging me to both settle my "debt" with them and to increase my monthly DD to over £700 per month. I have complained but received no response. This issue has been caused by an error which is completely, and demonstrably, down to Ovo. Yet it is impossible to get them to resolve this. All they have to do is look at their own records which I have actually sent them copies of. The lack of accountability or care on their part is deplorable. Having read other posts here I realise that such incompetence is a common experience amongst their customers. I will be pursuing my issue via the Ombudsman. The evident reluctance of this company to address what is clearly a clerical error on their part makes me feel as if they are intentionally trying to steal from us. Don't open an account with them. If anything goes wrong you will find yourself without any help whatsoever. They do not care.”
“For 6 months i send gas meter reading on the 24 each month even photo of gas meter ovo saying issue with readings so just bill me for standing charge now saying trouble with gas meter its been ok with SSE for years what aload of lies from ovo---- ie its not a smart meter”
“I’ve been getting billed on the wrong meter from June since this incompetent company. I made them aware June and still they have not resolved my complaint and continue to bill me for the wrong meter! Ombudsman complaint raised 3 months ago and STILL this cowboy company has not contacted me or done anything to resolve this. I have over £1500 debt on my account that is not my meter.
Three years with SSE no issues what so ever 4 months with this company and it’s a nightmare! Avoid at all costs!!! Even British Gas would be better than this company. I think they work from a shed!! Worst customer service I’ve ever experienced! Cowboy company!!”
“Customer service needs to be trained up
They took my money to move the gas meter but never booked it in which caused me to cancel builder for months terrible excuses”
“I'm fairly sure that SSE transferred my account data accurately when they partnered with OVO Energy Ltd. But after six months of silence from OVO Energy Ltd in response to my many requests for account accuracy I've had enough stress, thank you very much. If a company consistently fails in the most basic operations, they cannot be trusted to continue receiving public monies. I receive statements requesting payment owed for non-existent accounts. Duplicate statements are sent each month...why? Is OVO Energy Ltd creating fictitious accounts to show an inflated customer base for some advantageous financial gains? With energy costs soaring this would be a good time for an Energy Company to gain a greater customer base by providing the best service possible to clientele. Never be so complacent as to think the general public doesn't pay attention to public ratings...pricing, customer service ratings, etc. I've telephoned...emailed and written letters to the head honchos offices. I've deliberately stapled the duplicate statements together (but not the payment cheque) when posting payments. Nada response from OVO Energy Ltd.”
