“Absolutely awful customer service. My partner moved out in May and finally got the final bill in September. Disputed the amount and took us to go through the statements with a fine tooth comb to find out what’s happened. Promised call backs which never happened, asked to speak to a manager and that was refused.”
“This is the worst company I have dealt with in my life for energy. Insanely terrible billing system, calculations on the website showing "Total Charges vs Total Payments" for each period which in some cases are different than the actual bill when you download it, I'm trying to move my account to Octopus Energy, and I can't as the bill needs to be cleared, which I have done, but then they didn't move the account, and so the energy bill increases, and I can't move it. So I make contact with them and get their whatsapp chat system with an AI bot who passes it onto a human, I think, who then proceeds to threaten me by saying that Ovo shares information with credit agencies. It's an absolute disgrace. I will be making a complaint to the Ombudsman if I do not resolve the issue soon and move away from them.”
“Ovo must be the worst company I existence. I was briefly in a property April 2022 to June 2022 due to DV. I told ovo I had moved out . So up to this day they have constantly harrased me refused to close the account and harrased me phoned me sent threatening letters I told them okay go and put a prepayment in it's been now a year and a half they've allowed somebody else to run bills up the property is in unst shetland I don't live in shetland I have another tenancy and an account with ovo . They are so stupid not to realise I told them to contact housing officer yave his details they refused. Today I received a entry warrant threat and debt collector threats for a property I do not live in and left in June 2022 after two months only . I have a tumor I'm sick I'm staying and the stress this has caused me is unbelievable I reckon I have called the and apoke to them 60 plus times to say I do not live there.”
“Very bad customer service kept on moving me to a new department hung up calls so many times could not believe it I don’t know if there are working from home or if there’s any accountability,wow bad experience ended up switching fast”
“Absolutely useless as a company, I left a property and continue to get bills even after explaining I have left, letters from the landlord saying I left, might be ok on prices but by aware if you some sensible conversations with someone you will not get it. lets hope the energy ombudsman can help because nothing i do seems to work”
“Absolutely appalling service. Moved out in August - ~£500 in credit. Called multiple times to try and get a refund and they are still holding on to the money with no explanation of why. Customer service team cannot do anything and do not know anything, and I cannot speak to those who can/do. It's now almost Christmas - I could use the money. Shockingly bad!”
“I live in a 1bed house when I was sent from sse to ovo (not consulted on this) in August I was £600.00 in credit naw 3 months later I am told I am £11.000 in debt I don't think so. My account is supposed to be on holed until my desputt is settled but every night at 5 30pm I am contacted by there depht department wanting to know when I am going to settle my account. I and my husband are pencheners I do not have that sort of money and I don't ow it anyway. I rang this morning for the 4th time was told someone would ring me back in 30 minutes 7 hr later still waiting. Anyone out there in Scotland who was my grated to ovo fro sse get out wile you can I can't naw because they say I am in debt. I am not.”
“Honestly the worst and most unhelpful customer service I’ve ever had to deal with in my whole adult lifetime!! Not helpful whatsoever, extremely rude, very disrespectful, and still not answered my questions or helped resolve a problem! I would have not even given 1 star on customer service if it had been an option!”
“This company is so bad,
Customer service are unless,
It was 700 pounds in credit last week now they say I’m 5000 pounds in debt this week ,
Some think to do with migration from SSE,
They can nii or t help as sse has closed down and they working throu the files,
So I can only wait , how long they have no idea,
They holding on to my 700 pounds I was in credit and this is effecting my credit files, crazy”
“Switched from ovo energy to briitish gas , pay as you go smart meters on the 18/11/2023 ovo took all my credit from my meter,s which i had put on to last 3 weeks i suffer from mental illness type 2 diabettee,s have to wait between 2 and 12 weeks to get my money back iam on benifits and can,t afford to replace the credit i had no debt customer services no help, basiclly tough luck”
“OVO are very expensive. I was not told about the switch from SSE and was never given a customer number. I tried to contact them but their customer service were unable to help me. They were terrible to deal with. I decided to switch companies, now I get constant letters and emails from them despite unsubscribing from their list. I think it is a cheek to ask for my help after they were so unhelpful to me. I wish they would just ****off!”
“Worst company I have ever come across, constantly lied to, messed my bill up for over 2 years then withour explanation tell me I owe over £900, they made the mess of things so should accept responsibilty for instead I get offered £250 as a good will gesture.”
“Absolute rubbish customer service. Account closed but consistently receiving emails, texts and letters about a debt I do not have. Phone the number on the letter to be told there is a zero balance on the account, ask them to stop emailing/texting/writing to me about a debt and told 'I cannot stop something that is not happening!' So I am imagining the letter that is sitting in front of me and the email and text I received 3 days ago .....”
“I'm a disabled pensioner with heart problems also, and since OVO took over from sse I've had nothing but problems with my gas pre pay card meter. I like paying as I go and don't want my meter took out unless they put another one in. They keep pushing a smart meter and I'm sick telling them I don't want one and I can't because of my De Fib pacemaker. They wont send somebody out until my gas runs out which will be in the next day. Then up to two or three weeks before maybe someone will come out. I hope up in Scotland I don't get freezing weather, bloody ridiculous.”
“Worse customer service ever. I've lost 45 mins on the chat to change the bank account détails for direct débit. They are not able to do it. And they don't take call on saturday morning.
The chat is so slow ! They ask you questions multiple times every 3 mins. It makes you crazy”
“NO stars.
This company needs to be placed under special measures and investigated!
It is obvious that OVO have been set up on a shoestring, to generate a profit. Customers without any choice, transferred over from SSE who were heavily fined by OFGEM some years ago, for misleading customers.
Overseas call centres do not know how to deal with issues. Constantly MISLED, IGNORED, LIED TO, INCORRECT INFORMATION, EVASIVE.
REFUSE to give you access to management. Staff are patronising and give you the same STANDARD, USELESS, UNHELPFUL ADVICE.
Detrimental effect on my mental health and wellbeing and I'm a vulnerable customer!
I am going to the press!”
“Absolutely no idea how to deal with vulnerable customers. 3 hours on the telephone but still refused to do a simple connection and now claim I am a customer. No not go near them”
“Avoid at all costs. BAD BAD
Probably the worst energy provider in the UK, and definitely the worst customer service ever came across.
So far have spoken to Tyler, Leneve, Lithetha,Theresa, Kim then Yandisa, and spent on one occasion 3 hours one go on the phone, and 2 hours another time, and 1 hour another time, still got no where.
These customer service knows absolutely nothing about nothing, and when you ask to speak to someone in charge, they say, you cant as managers are NOT allowed to speak on the phone, which is absolutely ridiculous, as they're in a higher position to speak to customers and solve problems”
“chaotic and shambolic.
i have paid my final bill, yet they still make demands, emails, text, phone
i have had a year of absolute hell with this company, they keep sending me notification of apology and compensation, but i never received the compensation!
I have notified the ombudsman, and I have asked for a subject access request, they now have 29 days to respond before I report them to ICO and i take them to court.
Do yourself a favour and contact, see below.
enquiry@ombudsman-services.org”
