“Absolutely terrible… my elderly parents have been paying extremely high bills , communication from Ovo has been nonexistent… £100 for 10 days of gas usage (and this is before the price increase) Something is clearly wrong but they won’t even take the time to investigate!! Shameful”
“Received a call from customer service yesterday, in response to my complaint email.
My complaints :
1. I called your 0800 # at 18:47 today + was told that you are open from 08:00 - 20:00 Mon - Thurs, but you were in fact closed for the day ?
2. Why are you chasing me for payment for my monthly a/c ended 27/03/2022 ?
It is only 8 days after month end + your email says my a/c is a month overdue ?
3. The balance of £43.87 includes £8.33 from the new month.
So this is completely misleading.
4. Your website does not remember my card details.
so I have to input them every time.
The customer service lady had not even read my complaint email, so
she asked how she could help.
I told her to refer to my email.
She told me the help line closes at 18:00, instead of 20:00.
I asked her to change the voice message.
She had not read the rest of my complaint email + failed to make any constructive suggestions or give any advice.
Her performance was dismal / useless / abject.”
“Absolutely shocking customer service. Was transferred from SSE not by choice, and with a starting bill of £96 which was estimated, we then received a letter saying our energy usage meant our payments would not cover it, we could put it up to £159 if we wanted. We then received another letter saying they were going ahead anyway and increasing the direct debit to that, even though our energy usage is actually reasonable and the original £96 would have coverered it. My husband called customer services and the lady was quite blunt, said she would compromise and make the bill £107 as long as we paid £5.00 first. I was also supposed to be added to the account as they keep not doing this depsite calling them many times to do this. Today the DD has gone out at the original £159 amount, called to check what had happened and surprise i am not on the account still! I can't even talk to a manager or make a complaint as i am not connected to the account still. Worst company ever!”
“Transferred from SSE in January 22, was confused with how high the bill was as I had paid all my SSE bills but there was a transfer cost, which they haven’t been able to explain. Spoke to customer service last week, she told me not to pay my bill but give another meter reading next week. Today received a email chasing debt, called them, was told I must have been speaking to a trainee. The call handlers speak so fast it’s difficult to understand them. Was told if I didn’t pay in
time again I would listed on Experian. They also only do Monthly billing and not quarterly as I have been for the last 20 years without any issues. If I wasn’t moving soon I would definitely look for another supplier!”
“Pity l cannot give a minus! Completely incompetent company they guess estimates so they can CHEAT customers for more money to line their own pockets they disregard smart meter readings.Stay clear of this company, cannot wait to find a better supplier”
“Was transferred from SSE end Jan 2022.
Have emailed Ovo Energy twice on their hello email address. No answer ?!
I called their 0800 # at 18:47 yesterday + was told that they are open from 08:00 - 20:00 Mon - Thurs,
but they were in fact closed for the day ?
I called their 0800 # at 16:30 today. After 7.5 mins nobody had answered.
Why are they chasing me for my monthly a/c ended 27/03/2022 when it is only 8 days after month end +
their email says my a/c is a month overdue ?!
This is complete nonsense.
Their invoice for 28/02 - 27/03/2022 was only generated yesterday.
It does not mention when you expect payment from me by ?
eg Please pay by 06/04/2022 ie within 10 days.
The balance of £43.87 includes £8.33 from the new month.
So this is completely misleading.
I was with SSE for 19 yrs 8 mths + was billed quarterly in Feb, May, Aug + Nov. No problems.
Now they insist on billing me on the 27th of each month.
Your website does not remember my card details.
so I have to input them every time.
This is quite backward.”
“I cleared my balance and received an email saying everything was sorted and a statement would follow - it never did and OVO continued to take monthly direct debits from my account. They have stolen £217 of my money and the process of getting a refund is convoluted. Having spent 3 hours in one day on hold and talking to agents I can honestly say their customer service is shockingly bad. Their online systems are terrible and I would not recommend this company to anyone.
AVOID”
“I joined OVO as my previous tenant was already with them. I informed them when I moved in (about 3 months ago) and within Jan to Feb I was billed £451 when I am the only tenant at my property and work full time. (Mind you, I had just started a 2 year fixed energy plan of £118 per month agreed and signed)
I then found out that they wrote my name wrong and my email address which meant that my bills were not being sent to me and had not access to my online account. This meant I could not see when they notified me of my direct debit increase to £184 instead of the agreed £118 a month!! When I contacted them they informed me that to own to their mistake they would offer £15 good will! Imagine! Of course I declined it.
- I was charged/billed incorrectly
- No access to my account
- Have been on hold for an hour on call
- Senior management or the team are unable to answer to sort this out.
- My account name and contact info was saved incorrectly and now I am paying for their mistakes. I was denied the opportunity to make a decision as I never got the info on an increase in bills which was due to wrong readings.
The experience I have had so far has been, to say the least, terrible and I would not wish this on anyone. I am overwhelmed as I am waiting on call to be transferred to the senior team (I have been on hold for an hour and half and counting). I have never had to face such an appalling service.
OVO you need to do better. I am speechless. Please help me and look into this urgently.”
“Just looked at meter they are charging me more than they are supposed to my kw price and standing charge try to talk to them they don’t answer emails or online chat look at my plan and what they are charging so everyone check yours I’m going to speak to someone about this”
“Sadly, I'm not with OVO by choice. I was with SSE for some 20 trouble free years and they merged with OVO. Since then, my account has been passed to a debt collecting agency even though I pay by monthly direct debit. I have received a gas bill for over £6,000.00 and we only have a gas combi boiler. OVO have now billed us for energy (gas and electricity has been lumped together) and nobody can explain how my direct debits are split between gas and electricity. Just been on the phone to them this morning and have been cut-off twice. An absolute shambles.”
“Worst Customer service
Worst Customer service, Logged a complaint with this company under reference 044596604, tried calling collection dept. 3 times, put on hold and agents never came back . Agents name - Karen, Kirsten and Ovel. No one bothers to call back, Called back customer service asking for them leave a note to re open the complaint. Staff members are very rude , will suggest you to avoid this company”
“I was transferred to ovo from sse on 28.01.22 with a bill based on estimates and although I gave them meter readings the bill hasn't been updated since. I have been contacting ovo ever since and all I get is with the billing team. All the time frames given were broken to the point that now there stopped giving me time frames.
Received an email from ovo saying my direct debit will be increased from £94 to £240 and called, as per their Facebook team, the collections team, and was told the dd must increase to £240. I protested, the advisor put me on hold to speak with an "associate" and came back with £201. I said I can't afford to increase it to £201 and the highest I can go to is £120, I was asked if I am on benefits. I work full time! I was told then to contact step change.
The same advisor said that the bill has been updated online but I pointed out that the starting balance based on estimates is still showing.
Can ovo force me to increase the dd to whatever their "computer" says?
I feel I am hitting a brickwall whenever I try to resolve the billing issue or anything to do with my account with ovo.
The advisors are atrocious, they can't even help you to read your meters. I was advised to take a picture of the meter and send it to them. I had to resort to youtube to find out how to read my meters.
The advisor I spoke with yesterday could not explain why the billing online shows me being billed twice(the estimated one ADDED to the one with meter readings)
A complaint has been raised but don't have any hope it will be resolved.
My mental health is very fragile at the moment due to having a tragedy recently and I can't cope with ovo failing to help, demanding forcefully I increase my direct debit to an unaffordable amount. I feel I have no way out and I would be better off dead.
Thank you Ovo due to your incompetence and money grabbing techniques I reached my lowest yet again.
If someone in ovo has a conscience, but I doubt it”
“I was changed from Sse to Ovo, while trapped abroad by ill-health and hospitalisation for a long period of time. I usually take airbnb tenants now my kids have left home, but a rogue approved electrician who came to repair my door entry for my tenant, lied to me while I was ill abroad, insisted my fusebox was illegal as it was not metal, changed it and ruined it (beware of NICEIC - they approved this crook, who but for chance could have set fire to the flats above as well as mine and /or electrocuted my tenant who had to leave.) Having found that he has indeed ruined my fusebox, listing 70 faults in 27 categories, NICEIC insisted I bring him back to repair!!! Causing me PTSD.
As a result, my flat has been almost unoccupied for a long time, very little power has been used. I rang Ovo, explained, and asked for repayment into my bank. Pleasant customer service lady agreed, I was owed over £1,100 which I’d overpaid. As soon as I send meter readings she would have this updated and paid into my bank account. I got back to UK this week, sent meter readings today, told I am owed £1,122.70, and as it’s a large sum it will be paid into my bank account. The guy today tried to persuade me to have smart meters put in, but I’m too unwell to deal with this yet, and I’m replacing my dodgy gas boiler with electric, I won’t need a gas meter. His response? OVO WILL ONLY REURN £599 OF MY MONEY UNLESS I HAVE BOTH GAS AND ELECTRIC SMART METERS INSTALLED - they will then return the entire amount.
I asked where on Ovo literature this is written? He replied that his manager told him.
I am very ill, I’m desperately short of money, I’ve lost my tenant income due to a government approved crook, (Ukas accredit Niceic), the newly replaced meter was rushed leaving sockets not working and my EICR is ‘unsatisfactory’, I still can’t take tenants. I live here alone, and Ovo have effectively stolen over £500 of my money via a form of blackmail. How much lower can UK sink?”
“I was changed from Sse to Ovo, while trapped abroad by ill-health and hospitalisation for a long period of time. I usually take airbnb tenants now my kids have left home, but a rogue approved electrician who came to repair my door entry for my tenant, lied to me while I was ill abroad, insisted my fusebox was illegal as it was not metal, changed it and ruined it (beware of NICEIC - they approved this crook, who but for chance could have set fire to the flats above as well as mine and /or electrocuted my tenant who had to leave.) Having found that he has indeed ruined my fusebox, listing 70 faults in 27 categories, NICEIC insisted I bring him back to repair!!! Causing me PTSD.
As a result, my flat has been almost unoccupied for a long time, very little power has been used. I rang Ovo, explained, and asked for repayment into my bank. Pleasant customer service lady agreed, I was owed over £1,100 which I’d overpaid. As soon as I send meter readings she would have this updated and paid into my bank account. I got back to UK this week, sent meter readings today, told I am owed £1,122.70, and as it’s a large sum it will be paid into my bank account. The guy today tried to persuade me to have smart meters put in, but I’m too unwell to deal with this yet, and I’m replacing my dodgy gas boiler with electric, I won’t need a gas meter. His response? OVO WILL ONLY REURN £599 OF MY MONEY UNLESS I HAVE BOTH GAS AND ELECTRIC SMART METERS INSTALLED - they will then return the entire amount.
I asked where on Ovo literature this is written? He replied that his manager told him.
I am very ill, I’m desperately short of money, I’ve lost my tenant income due to a government approved crook, (Ukas accredit Niceic), the newly replaced meter was rushed leaving sockets not working and my EICR is ‘unsatisfactory’, I still can’t take tenants. I live here alone, and Ovo have effectively stolen over £500 of my money via a form of blackmail. How much lower can UK sink?”
“To anyone who’s thinking of going with OVO , AVOID them unless you have money to give away. SSE betrayed their existing costumers , as soon as I find a better deal I’m switching”
