“I live in a 2 bedroom bungalow with my partner, we both work shifts and have no children.
Initially we were paying £200 a month for gas and electricity, this shot up to £500 a month in the winter with no reason why!
In the app it states a recommended amount of £304 a month to “keep my account healthy” and lone behold I’m still in debit as they shot the price up once more conveniently just before the price cap comes in…
I have gone with Utility warehouse now and they have charged us £150 to leave. Showing our annual statement of usage to UW they have stated our usage should be around £200 not over £450.
Should be wearing a mask and a striped jumper.”
“I've just been charged £2950 for 3 months electricity/ gas. These guys are obviously having a laugh. I've never had a bill like that in my entire life and I'm 53. This is terrible, I suffer from anxiety and depression and this is out of order! I can't sleep because of it. I've rang them in the past because they've messed up my bill and their customer service are the worst I've ever known. They're unhelpful and rude and have the worst attitude I've ever come across!. My 1 star rating is only there because you've got to rate something. My actual rating is 0 stars!!!!!”
“I had been with Ovo since SSE and I paid £71-00 per month gas and electric I moved this week from a 1 bed flat to sheltered accommodation I phoned to ask them to transfer they said a new agreement at this accommodation was £102-00 per month I told them to stuff it and at 6 pm on my mobile some woman phoned and talked me in to paying on demand I was so tired stressed I reluctantly agreed. She gave me a new account number etc which apparently on OVO nobody had heard of. I have emailed 2 and in the meantime I have cancelled my DD because I don’t trust them and I told them that I am at the moment with BG with do seem to be a little cheaper I was so amazed that a jump from 1 bed flat to another £31 different when I asked why she told me it was the area. These people need looking into by the police they are not a company rip of merchants.”
“This is the worst company I have ever dealt with. They refuse to update my meter type on the national database so that I cannot switch energy supplier. They also cannot fit an appropriate meter at my property because they say they don't have any and they don't know when they will have one. Had a temporary higher rate dry meter since December. When you try to raise complaints, their customer service team fail to raise them and you wait the 45 only to hear nothing back. Now having to go to ombudsman 🧐”
“This company is disgusted, I don't know how they can charge a £165 month for a one bedroom flat. Only one person living in it who's at work all day. What they charge me in a month SSE wasn't charging me in my quarterly bill. When I called up to speak to someone about it, their attitude was so rude. What I don't understand, if I did not have a boiler for over month because British gas had condemned it they still said I had used £40 worth of gas. This company needs to be investigated.”
“Worse company to deal with would rather catch COVID than use these cowboys we have now left to octopus and we have saved 30% than OVO we have had 3 bills sent from theam and just spent 40 mins on the phone sorting it no compensation no sorry just a sorry you are leaving which we are not avoiding OVO and switching to octopus will save money”
“When OVO purchased the Consumer business from SSE contracts of supply to it's Customers for electricity and gas were "novated" without reference to SSE. Customers were switched to the OVO Terms and Conditions of supply without the agreement of Consumers, moving payment terms in my case from quarterly to monthly payments. I have not accepted this fundamental and cardinal change, but this did not stop OVO in submitting demnds by the previous Direct Debit used by SSE. Such unilateral action has no basis in law, causing me to cancel my Direct Debit Mandate. The saga continues which as a cancer sufferer is far more stressful than the disease.
The problem is magnified by OVO having by and large outsourced their first line Customer Services to an outfit in South Africa. These individuals have the bare minnium of competence in the English language, are rude, threatening and have no coscience. I am minded to believe that OVO recruit at the lowest possible cost, employing individuals that could well be confused with the inhabitants of a zoo.”
“Told them can't pay bill,s on line or phone asked for paper bill , said yes but now not getting bill at all , company a complete shambles been to ombudsman once about them already looks like I,ll be writing to them again steer well clear of these cowboys”
“Called OVO, phone line crackling so badly that I couldn't hear the lady speaking. Her inability to understand English was evident. She could barely speak English, no matter dealing with my Smart meter problems. My solar panels are not linking, so energy costs have doubled for over a year. She stated I'd used over £50 in 14 days...my normal bills are approx £460 per year in Electricity. I monitor my smart meter, noted they were charging 10p per hour, rebooted, went straight down to 4p. Now I have to take photo's, sent in meter readings, now state the smart meter isn't reading the main box. Have complained for over a year, now referred them to Ofgem.”
“They are ignorant on the phone,I always understood that you had more than 14 days to pay your electric bill,or they start threatening action,the electric is more expensive than my mums,she uses an awful lot more than me,so
makes no sense,want ro leave the company as soon as possible”
“Currently waiting from a return call from a customer service agent over an unresolved issue with cash paid on card at pay point not being recognized on card. This literally been going on well over two weeks and we are on our 6th customer service agent. Each one has done different things and suggested different things. I have sent proof of purchase by email to 2 separate agents. They were sending a new card out almost 2 weeks ago. I have to conclude that OVO customer service is terrible! Sorry cannot recommend ovo at all.”
“Cannot give a meter reading without calling and waiting half an hour to get through.
The call centre is so noisy I cannot hear or properly understand.
I raised a complaint and the woman I spoke to just argued and threatened to give me a bad credit rating on Experion
When I asked to have the complaint taken further she put the phone down on me!
Unbelievably poor customer service
I have two meters and one reading was well below their estimate so they altered the previous reading so the balance was the same??
Did they not realise they send me a pdf that can’t be changed so their on line bills now don’t match the pdf they send each month”
“You never know how much you owe those guys. I've been paying them the balance my app is showing month after month to end up with damaged credit rating as apparently there was a second balance not being shown. I am receiving on my email a bill that has nothing to do with the amounts shown on their app. There was an Ombudsman major case against them as there are numerous amount of innocent people that were messed by them.
Stay away from them. This is what i will do as soon as i settle my dispute with them. Incompetent and disgraceful business”
“This Company is a joke,how can you send a bill of someone name without having a contact with him and keep calling me all the time, please stop sending me your bills I never had a contact with you I'll take you to court.”
“Absolute bastards. Sending a woman out to knock on my door and charge me £36 for it. Avoid avoid avoid. Rude staff. Swindlers. I didnt sign up to them but they took over from SSE and used words Migrated over which i find offensive. Tbey dont even send itemised bills and the amount of debt changes every month by few hundreds.”
“They charged my pensioner handicapped father £7000 and when the meter was seen to be much lower than their estimation they blamed it on the meter not working correctly…. Its been a very long and stressful year for dad, still sending billls and promises of engineers who never arrive”
“One of the worst companies I have come across,give a wide berth if you can,atrocious.Octopus seem to have a bit of customer service and competitive prices.”
“It so difficult to understand the bill.. when you think you paid in full you suddenly get another bill with very strange amounts that do not make sense.
I always pay bills ,, reading and undertaking how they came up with figures as never been so complicated and they just donot make sense. I feel that I pay the bill twice sometimes its never £0. Its always opening balance figure even tho I had paid charges in full.”
“Smart meter installed in March 2022. Started getting emails that my bills had been wrong since then until December 2023. Received several messages all showing different figures with varying amounts being taken from my account. Made a complaint and that started the worst customer service I have ever experienced . So many different excuses made each time I called . Escalated complaint and advised had been allocated an advanced complaints handler . Told would be kept informed of progress of investigation . That never happened. Each time I called my case was passed to another handler . Impossible to actually speak to any of these people . Even had a call handler tell me she was in the escalated complaints department only to admit an hour later she was not . Repeatedly asked for Jemma but was told she had not agreed to accept my call. Then advised smart meter was being replaced by text however nobody could tell me why or who had made the decision. After many weeks the excuse given was the smart meter was sending to many readings which meant these were ignored and estimated amounts were issued . Something which had taken 20 months notice . The daily changes to my account were constantly resulting in money being taken out my account . Still do not know a reason for the errors. Have now changed suppliers”
