“My account was sent to OVO as a merger. I have had nothing but problems. Chasing me for money I do not owe, throughout the day whilst on bed rest from surgery! 3 phones calls morning, noon, night mobile, landline, texts, emails and letters. There were enough notes to know I was having surgery due to failings to resolve at OVO's end.
Energy ombudsman found in my favour but still unable to resolve because Kevin, OVO Ombudsman resolver is antagonistic and deceitful.
I will be leaving. Never have I had these issues. Still waiting for letter of apology and compensation payment. My account has always been in credit. Think carefully if you're considering OVO”
“Useless customer service. I sold my flat 1st July 2025, and I'm still receiving bills (today is 24th July 2025)
They sent me a refund of £1.88, that was smooth enough, now the account is showing I owe them £1.88. When I asked why they said, "This is due to two refunds being processed for the same amount. The second refund was intended to be returned to us.".. I've just checked my bank account and I only ever received 1 refund, not 2.
The next line in their email reads, "We kindly ask that you settle these amounts as soon as possible to avoid debt collection letters and potential late payment fees."
Lovely and threatening tones when they've made a mistake...
How hard is it to refund someone and close an account...”
“Closing my account with OVO due to appalling customer service, I was due a refund. Their system (always a system, never an accountable person) would reimburse me within 7-10 days. An email inked me to a list of banks I had to choose from for the refund. It didn't include mine, from which they had been taking payments for 9 years. Refused to refund to my account, saying my bank details had been deleted. Explain that to auditors. Instead a cheque offered, taking a further 7-10 working days.
So OVO hangs onto my money for 20 days after the account has been closed. Confirmatory email comes from a person who had given a different name on the phone.
A dishonest and disingenuous company that should be stripped of its licence.”
“They kept putting up my direct debit even though my account was increasing in credit. I switched to a new provider and I had a £1500 credit on my account. 8 weeks later I’m still waiting for a refund of MY money. I have had to contact the Energy Ombudsman and my MP to try and resolve the issue. Appalling company and terrible customer service. They shouldn’t be allowed to trade given the repeated mismanagement of billing and peoples’ accounts.”
“Dreadful company. They seem incapable of sorting the simplest of problem. i have had three different people assuring me that they had each resolved access to an account and yet, days later, and the problem remains. And getting to speak to someone from complaints feels harder than gaining an audience with the Pope. I really don't know why any customer stays with them.”
“Ovo will put you in debt. They can't even manage to send out gas bills, despite me having to manually send meter readings myself. 12 months this has been going on for now. All they do is tell you lies and do nothing. AVOID at all costs, they are absolutely useless.”
“Liz from your Glasgow office was so helpful and kind in helping me choose my new fixed rate energy plan.
It was lovely to have such wonderful customer service I would give her 5 stars in every category.
I am leaving this review here as I didn't receive a email from OVO with a feedback request.
I am so grateful to all of her help and even the call back a week later to check in with me.
Liz is a 5 star employee for OVO and I wish I could speak to her every time I call.
I wish her the very best and hope she receives this review.”
“Moved in to my flat in September when I phone to set up my account they insisted that I had a top up meter and wasn’t looking correctly. When they noticed I didn’t not in fact have a top up meter I was informed the meter wasn’t working correctly took them 6 months to fix and then end up have £1,400 electric bill to pay. After paying it off little by little they then informed me by email that I need to pay off the remaining £1,000 in 3 months and wanted me to pay £336 a month for my electric which is almost the same price as my rent.”
“OVO are the worst company i have ever dealt with.
They send threatening letters saying i havent paid BEFORE i receive the bill.
When you write to them you get what must be an AI robot reply that doesnt cover the point you raised.
I am going to switch supplier.”
“I gave never in my life dealt with such an incompetent company. They insisted no one lived in the property as(they say) no electricity has been used, yet still took my monthly direct debit. Then they queried my meter readings, and I had to send them photos of my meter reading. They sent an engineer to change over my RTS meter, all went smoothly until engineer left and I realised he hadn't changed over the gas meter, as he hadn't been told to Now have to wait 6 weeks for an engineer to come out again to replace gas meter.
I am 73 years old, suffer from anxiety and have been in tears trying to get this resolved.
DO NOT TOUCH THEM !!!”
“I've now been waiting 6 months for a smart meter to be installed by these cowboys. Engineer didn't turn up again and didn't even bother to phone. To make things worse they are charging me extra for electricity because I don't have a smart meter”
“If I could I would give 0 stars, worst energy company ever. The way they treat their customers is disgusting i phone up to pay a bill and they took payment and told me this was all sorted to then be chased with a debt collection letter chasing payment a week later. I have a young baby at home and we have never missed a payment to then have this treatment is horrendous my partner called this morning and they advised that they did mess up but have put the debt collectors on hold even though this isn't our fault! I think we will be looking for a new provider as the stress in this day and age is not worth it.”
“Ovo overcharged me for my energy for over two years. When I switched provider I was almost £1500 in credit and I’m still waiting to get my money back weeks later. Tried to speak to a human but no difference between the service from the bot and the apparently human advisor who appeared to have a script she couldn’t deviate from. The company is a shambles, avoid.”
“I had a very personal and financially devastating experience with an online scam. Most recovery services I found were either unresponsive or clearly untrustworthy. PARADIGM RECOVERY FIRM was different. They explained everything clearly, didn’t make false promises, and treated me with respect. They managed to recover a large portion of my funds and supported me throughout the process with genuine professionalism. Highly recommended for anyone in a similar situation.”
