“Cannot give a meter reading without calling and waiting half an hour to get through.
The call centre is so noisy I cannot hear or properly understand.
I raised a complaint and the woman I spoke to just argued and threatened to give me a bad credit rating on Experion
When I asked to have the complaint taken further she put the phone down on me!
Unbelievably poor customer service
I have two meters and one reading was well below their estimate so they altered the previous reading so the balance was the same??
Did they not realise they send me a pdf that can’t be changed so their on line bills now don’t match the pdf they send each month”
“You never know how much you owe those guys. I've been paying them the balance my app is showing month after month to end up with damaged credit rating as apparently there was a second balance not being shown. I am receiving on my email a bill that has nothing to do with the amounts shown on their app. There was an Ombudsman major case against them as there are numerous amount of innocent people that were messed by them.
Stay away from them. This is what i will do as soon as i settle my dispute with them. Incompetent and disgraceful business”
“This Company is a joke,how can you send a bill of someone name without having a contact with him and keep calling me all the time, please stop sending me your bills I never had a contact with you I'll take you to court.”
“Absolute bastards. Sending a woman out to knock on my door and charge me £36 for it. Avoid avoid avoid. Rude staff. Swindlers. I didnt sign up to them but they took over from SSE and used words Migrated over which i find offensive. Tbey dont even send itemised bills and the amount of debt changes every month by few hundreds.”
“They charged my pensioner handicapped father £7000 and when the meter was seen to be much lower than their estimation they blamed it on the meter not working correctly…. Its been a very long and stressful year for dad, still sending billls and promises of engineers who never arrive”
“One of the worst companies I have come across,give a wide berth if you can,atrocious.Octopus seem to have a bit of customer service and competitive prices.”
“It so difficult to understand the bill.. when you think you paid in full you suddenly get another bill with very strange amounts that do not make sense.
I always pay bills ,, reading and undertaking how they came up with figures as never been so complicated and they just donot make sense. I feel that I pay the bill twice sometimes its never £0. Its always opening balance figure even tho I had paid charges in full.”
“Smart meter installed in March 2022. Started getting emails that my bills had been wrong since then until December 2023. Received several messages all showing different figures with varying amounts being taken from my account. Made a complaint and that started the worst customer service I have ever experienced . So many different excuses made each time I called . Escalated complaint and advised had been allocated an advanced complaints handler . Told would be kept informed of progress of investigation . That never happened. Each time I called my case was passed to another handler . Impossible to actually speak to any of these people . Even had a call handler tell me she was in the escalated complaints department only to admit an hour later she was not . Repeatedly asked for Jemma but was told she had not agreed to accept my call. Then advised smart meter was being replaced by text however nobody could tell me why or who had made the decision. After many weeks the excuse given was the smart meter was sending to many readings which meant these were ignored and estimated amounts were issued . Something which had taken 20 months notice . The daily changes to my account were constantly resulting in money being taken out my account . Still do not know a reason for the errors. Have now changed suppliers”
“Compulsory moved to this 'outfit' from SSE. Always able to understand the old billing process. Not any more with these OVO cowboys.
No wonder they have such a lousy reputation. Always paid what I owed, Always provide meter readings, Always unable to understand how they reach my 'in debt' figure.
Profit is all this 'bunch' is interested in.
The customers (victims) are the last thing they are interested in.”
“You are a disgrace tried on line to make payment oops sorry your details aren’t right they certainly are tried on the phone your details aren’t right tried to talk to somebody cut off never experienced such bad customer service I can feel my blood pressure going up by the minute never had this as s.s.e customer.”
“Ovo is literally the worst energy I have used. In a space of 11 months I have called ovo more than 20 times. I have involved an ombudsman twice. Every month I get estimated bills. They claim to fix the issue but the issue just begins all over again. Most times I fear the teams don’t work on the issue or handout your complaint to the appropriate department.
OVO has given me crazy anxiety with constant meter reading issue. My meter reading would be 100kwh but OVO will send me a bill with reading on 13,551kwh . This is really frustrating. OVO is the worst. They won’t switch to pay as you go for me. They want me to pay to get that done.”
“The worst company I've ever dealt with.
We joined OVO in November 27th and have called OVO with no less than 7 issues including broken meters, incorrect billing, tariff issues and more. Not one issue was dealt with professionally and resolved. We have now switched to octopus energy and what a breath of fresh air. OVO energy customer service advisers were unprofessional, rude, unknowledgeable and untrustworthy. We were passed from person to person kept on hold for long periods of time and talked to like children. In total we spent a lille over 11 hours on the phone just to find out how much credit we had. We ended up changing to monthly direct debit because OVO couldn't understand our problem. Then we received a bill for our pay as you go use even though we are about £90 in credit. Now we are with octopus we are still trying to sort out OVO and there inept advisors. We had missed engineer appointment's (that I had time off work for) which they blamed on other people and didn't take accountability for. This is a brief overview of the appalling service as it goes much much deeper. The response to this complaint will no doubt be a generic response asking for more details when they have access to everything they need just by looking up my name filled by an apology for my experience that they don't mean. In summery don't bother going with OVO if you want expensive energy with appalling customer service.”
“Very dodgy and suspicious company. Bad customer service.
They closed and change my account without giving me any notice and reason why. When I asked for any answer, they can not give one, very suspicious. Last 25th Dec 2024. we moved to our rented property and started our energy with OVO. It was ok at start, paid our first bill in Jan without problem. Come Feb when dodgy things started happening. First, I’m unable to access the OVO apps to see my electric and gas bills in real time, second my OVO online account is giving me problem when I try to access it and thirdly I just received a letter and bill from them not address to myself and with a different account number. When I rang the customer service to query this mess, I was told that my OVO account has been closed since Dec without informing me and I was also told that there are 3 accounts numbers/names currently associated with our rented property - my name, the housing association and the no name account. Very confusing indeed! The customer service guy was not very helpful at all and was rude.
Now, I just wanted to settle everything, pay and just get done with it but unfortunately, it did not happen. I wanted to pay the bill but the guy is unable to help me with that, he wants me contact the housing association to let them know what’s happening with the mess that in the first place I did not create and tell the housing association to call OVO. The guy was very unhelpful and has a bad customer service and just hang up the call. It’s a total waste of my time and effort. I can’t wait to end my short time with OVO to avoid more stress and grief. If I can only give -100 for feedback for their service, I will give it to them. Very unhappy and unsatisfied with their overall service.”
“We have been trying to get our solar panel export account paid since middle 2023. All we have received is late swerving letters by email in response. In the latest we have been told the reading seems too high despite us sending 4 current photos of the smart meter. They now say send another reading sometime in March 2024. Is this a tactic by Ovo energy ?”
“Not even worthy of the one-star rating but had to give it to be able to submit.
They have got to be the worst energy company in existence. They have no customer service, no empathy, no sympathy and very little understanding (if you do eventually get through most of their operators do not have English as their first language and are clearly reading from a crib sheet. They are inflexible, rude and difficult. I was threatened with legal action - I cancelled my direct debit as I refused to pay their 200% unjustified hike in their charges. Everybody should avoid this company at all costs! If you chose to have them as your supplier, don't say you weren't warned!”
“I'm absolutely disgusted with this company. I've been lied to, been verbally abused and treated with total disrespect even although I've always been in credit!
I've had to raise no fewer than 17 complaints in the past couple of years. I no longer trust this company in any way shape or form.
Absolute disgrace of a company!
My contract will be coming to an end in a few months so can't wait to get rid of them!
They're running an absolute circus and noone has a clue what they're doing. They were a good company a long time ago but they're definitely not now!”
“Account 21122418 this is my aunty’s gas/electric account. She is 95 and in a home, her house is up for sale and is completely empty.
I have sent copies of POA to the email as requested by OVO.
I do not particularly want to talk to OVO call centre any more.
My aunty’s account is over £1,000 in credit and all I want is for the credit to be returned to her bank account and the DD reduced to £40.
When I sent the last copy of POA I received an email saying because it isn’t my account OVO cannot speak to me - having sent in POA I can’t see why.
Since I have had POA I have had to resolve quite a few accounts on my aunty’s behalf and OVO is the only one I have had really difficult conversations with,especially a young man this morning whom I must have told about 5 times I had sent POA but he would not listen. I hope you have a copy of our conversation as I put the phone down in the end.
Margaret McAndrew”
