“I have moved into an apartment in which the old tenant used OVO energy as their primary gas and electricity supplier.
I have had to contact them in order to get my gas and electricity set up, I managed to get my electricity set up however as I was being transferred to the gas pay as you go team, I was cut off after waiting for half an hour.
From there onwards, I called around 5-10 times in which the automated service cut me off after around 5-10 minutes of being on hold.
Furthermore, I spoke to 2 different people on the live chat in which there seemed to be some communication difficulty.
One person would tell me that my electricity was set up and another would tell me that it was under a different name and that I had to set both of them up again from scratch.
The issue was left unresolved in both cases.
Updated edit: continued difficulty resolving the situation:
- Being told multiple pieces of information by different advisors.
- Wrong information being inputted on the system.
- Having an absolute nightmare trying to set up my gas account and clearing the debt.
- Costing me more days off work as a result of this losing me money.
- Unable to uncap my gas due to difficulty clearing the debt therefore not only do I have no gas, I also have to take more time off work to get this sorted.
- Being accused by the OVO team that I’m falsifying my review instead of being offered assistance.
- Worst customer service I have experienced, not just in terms of energy companies but any company in general.”
“Absolutely terrible experience with OVO. My personal details were used without my consent to open an account I never requested. Now I am being chased by another company for something I never signed up for.
I have contacted OVO several times but the issue remains unresolved. This is a complete breach of trust and shows a shocking lack of responsibility in handling personal information.
Avoid this company at all costs ,careless, unprofessional, and unsafe.”
“They refunded me twice but I never cashed the 2nd cheque and they keep asking me for the money. Even though their account says they made the error and I don’t owe anything”
“Disgraceful company, like many before, I was harassed after refusing to pay their estimated bills after providing meter readings on multiple occasions. I reported them in the end suggest others do the same www.energyombudsman.org”
“I'm a former Ovo Energy customer. I don't recommend this company to anyone. The app is terrible. Their billing method is mind-boggling. It's hard to figure out what's going on and what I'm paying for. I don't recommend it.
I gave only one star to the for customers service staff”
“Absolute shambles of a company! We’ve been harassed and threatened by OVO for the past 3 years — despite repeatedly proving we are in the clear. Enough is enough. We’ve now been forced to take legal action against them. Avoid this company at all costs!”
“If you want to spend your day listening to musak this is the company for you!
And when you finally get to talk to someone make sure you are multi lingual.
Then you can be cut off. And that is what you wanted in the first place!
Also the AI chat bot makes you want to go back to the Stone Age.”
“We’ve been on direct debit with OVO Energy for over a year. Everything was fine until our fixed rate ended — then, without reason, they raised our monthly payment to over £200, even though our actual usage (based on the meter readings we sent) was barely over £100.
At the time, we had around £400 in credit that we hadn’t used. We decided to stop the direct debit, since we had no debt, and expected them to deduct future bills from that credit. Instead, despite owing them nothing, my credit score was negatively affected.
We even tried paying exactly for the usage each month, but they still insisted on taking the inflated monthly amount they set.
In 7 years with British Gas, we never had a single issue like this. Very disappointed with OVO Energy’s approach — especially penalising a customer’s credit score when there is no outstanding balance.”
“I have just tried to speak to customer service snd the person who answered my call could barely speak or understand English! He asked me FOUR times what the issue was - I couldn't believe it!! I am 65 years old and had a smart meter installed on 1 August - nothing but problems with my Economy 7 water since then. This situation is causing me huge stress and the person I spoke too (male - and definitely not a native English speaker) is a complete disgrace and should not be in the role. Appalling customer service and when my 1 year fixed loyalty tariff ends in November, I shall be changing supplier.”
“Thats minus 1000 I notice you sent me a bill 102 pound not deducting the 68 pound I pay you in payment no email so I could have paid that 102 pound never the wiser it shows what a inconsiderate greedy electric company you are I wonder how many other people you have ripped off pensioners I bet and the vulnerable”
“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.”
“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.”
