“My electric smart meter went live with OVO on May 25th after asking them to install a new one since joining (they refused).
This highlighted that they had my meter readings the wrong way round. They advised they couldn’t do any thing until my previous supplier changed this. The previous supplier EON got this sorted with in 2 working days and arranged a phone call back a few days later just to check with me that OVO have gotten all the info Marion they need..sounds great..until I have to re contact OVO!
After over an hour on the phone Friday the lady promised me a call back Monday because there was no one in that steam that could help. Monday comes 4pm still no call so I spend yet another hour on the phone explaining my issue to Sophie only to be told I have to wait 12 weeks to get them even pick the dispute up!! 12 weeks for something another company done in 48 hours! I’m due out of my fixed term in 10 days and am due money back from over paying on my gas due to the issue but no surprise they are in no rush to sort this!
The fact I’m due out of contact in 10 days and my new estimated direct debit is clearly going to be wrong (while on a high variable rate) due to the readings all wrong OVO have no care in the world!
When I told Nicola on the dispute team I will be taking this to social media she told me she was going to terminate the call if I am going to slate OVO online to future customers. Not only have I had awful service I’ve now been told I can not openly tell people about this on social media!
Awful customer service!!”
“What went wrong? What ever went right you mean. I could write a book. I am just delighted that we have left them now, but after two days our Credit with them is still going down, no doubt until they get a Debit. Then they will want a bill. They are crooks. Read their Bad Reviews. They are the worst energy company you can ever deal with.”
“Was transferred from sse to ovo, received a bill and a letter from their debt collection dept on the same day phoned and was given abuse by that department was shocked and taken aback by the attitude. Next month received an email from the debt collection department threatening me with legal action and having my credit status listed as bad. I had not even received my bill . Contacted customer service who emailed me saying they had been in touch with debt department and told them I had paid all my bills in full and on time, I think all this is yo tru and force me to go on dd which I do not want to do I raised a complaint no reply to that”
“I totally agree with the 1 star comments. We were with SSE and a guy would come out read the meter, we get a bill and pay ....then in Dec last year OVO took over SSE and trouble ever since.
They are hounding us for money we don't owe THEY OWE US I've sent 4 meter readings sine Feb and still not sorted out and when we did pay a £800 bill they say that they cant find it in our account ( but its cleared from our bank account) VERY DODGY COMPANY....AVOID THEM”
“Trying to resolve meter reads.
The property has been unoccupied for quite a long period. I sent them a photo of meter read which was
0245 and has been since pre January 2021.
They have raised estimated meter reads of 03388 and 0345. But have failed to correct these.
They have charged £10 for site visit and the meter reader read the meter as 0345 whilst the actual is and was 02545 - He should have gone to SpecSavers!!”
“Well after having been hounded to have a smart meter fitted I eventually did and it nearly burnt my house down it hadn't been fitted properly the fire brigade came out this was the 27th January when the first complaint went in and was told could take up to 6 weeks to resolve and I'm still waiting for this to be resolved 4 month later NOT GOOD ENOUGH OVO After dealing with the complaint resolution dept I have not been able to contact anyone since they are either on holiday or in a meeting or after waiting 20 mins in the queue to speak to someone I get cut off OVO YOUR SERVICE IS A DISGRACE I have now been waiting 24 hours for a manager to call me back and guess what I'm still waiting apparently they are waiting for an engineers report I mean come on how long does it take OVO. IHAD TO GIVE IT 1 STAR TO CONTINUE IF I COULD I WOULD HAVE PUT MINUS 10 STARS ABSOLUTELY DISGRACEFUL SERVICE”
“I've seen other reviews but I have to say my experience has been nothing but exceptional. You get to speak to someone (who you can understand) and then there is incredibly prompt email exchanges to fix whatever the issue is. I would have no hesitation in recommending Ovo Energy from my experience.”
“STAY AWAY FROM OVO
This company issued me a credit, they sent me a statement to confirm the credit, I even went to lengths to phone them and make 100% SURE that it was correct and was told it was absolutely not a mistake... fast forward 5 months and they move the account to collections and make demands for immediate payment. I raised a complaint and they didnt even have the decency to resolve or even acknowledge it within their 8 week timescale, I raised it to the ombudsman and got a little compensation but I does not make up for the amount of time I have wasted trying to resolve this.
Also a seperate issue I raised, at the same time they asked me to pay another seperate balance, then told me the payment was missing... I sent proof and they had the audacity to send me a DEFAULT NOTICE.
Even now I am trying to repay the balance and they claim they cannot find the account and I had to get the ombudsman to find out its with a "special team on an old system", I really cannot stress how bad this organisation is.
OVO are absolutely imcompetent and I highly advise you do not deal with this company!!!!!!!!”
“Everything that is written in these testaments are correct the levels in times that are increasingly becoming hard financially for most people out there is both inconsiderate and insensitive
APPALLING consideration for the majority of people.... incompetence seems to be an absolute standard requirement throughout
I am being billed for my dead mother who died in March this year!!!
They commented with the line
Sorry you are leaving us can you believe that.......no other words required”
“Utterly, utterly, utterly useless and incompetent company. A member of their team incorrectly told me that the new owner could give them a meter reading to close my account, this was not the case and for 4 months I have been chasing them constantly to get this money back after they over-billed me with an estimated bill. They are so bad I can't tell whether it is just incompetence or they are actively trying to swindle me. Yet again I just received an email from them saying they don't know who I am, when my email was in response to their email! When I call them (which I have done 20-30 times now) they usually put me through to the wrong department and then cut me off when trying to connect me, following a very long wait. Terrible. So sick of this. I still don't have my money.”
“I was with SSE until last March when I left to go to another provider, it took me 9 months involving the Ombudsman and my local MP to finally get them to release my meter, over 800 minutes on the phone and I was awarded in the end an apology and £120 goodwill of which they took back for a bill they conjured up. I was with EDF prior to SSE they told me I could save money changing to them it ended up costing me a lot more in more ways than just money SHOCKING COMPANY AND CUSTOMER SERVICE”
“Avoid this so called company owe me £1500 keep coming up with different excuses and technical issues in billing department who I believe to be a chimpanzee with a abacus(sorry chimpanzee for insult)been to ombudsman who found my account didn't need to be rebilled next step is solicitors and I will have my day in court,then when the CEO has paid alot of legal costs he might have to put on a extra jumper on to stay warm.”
“24 hours over a 5 day period to get to speak to someone. Can’t ever get that time back only to speak to Melanie!!! The most rude person I have ever had to deal with in what is supposed to be a helpful service. Still hasn’t resolved my problem was a total slanging match all she was interested in was more money that isn’t owed and if I wasn’t happy ring SSE as it is there problem. ( was sure I received a letter with OVO letterhead) what would I know I only pay the bill and then find the money has disappeared. Hopefully one day when fuel bills come down and there is competition with companies once again they will be begging for custom from decent customers who will have sensibly moved elsewhere.”
“We were southern electric for years and never had a issue they moved us to OVO and we pay £93 a month currently for gas and electric. We use £55 a month according to my app they want to up our payment to £140 a month. When we moved to OVO we were over £150 in credit which mysteriously vanished. When I called up they said our app and smart meters are wrong we are using over £100 a month on electric when we are out of house for 10 hours a day. Very odd very dodgy”
“The company is a but tricky in charging the non-resident landlord when they failed to get payment from the moving out tenant. The company tried to fool around and put all the cost into the landlord's final bill even they fully understand the reading of the meter should be split into different time range. What a tricky and unethnical way of doing business!”
“Very Untrustworthy company... On March 10th I was told by phone my Credit was £243.58 when I called again on 6th April credit was £104.23 no explanation to where the £139.35 had gone... Since OVO took over SSE, its been a nightmare...No answering of letters, emails. phone calls absolutely no answers I wrote and warned that I was stopping Direct Debit on 11th April still no answers!!!!!”
“Overpriced. Extremely poor customer service. I have spent two hours trying to sort my bill out, speaking to advisers who had no clue what they were doing. Surreal. The phone line keeps getting cut off. the online messaging system is non-responsive. Seriously disastrous. Stay away.”
