“OVO energy took £200.00 off my bank account 2 weeks too early. They will not refund till 10 days. Leaving us with only £20.00 in my bank account.When I told them they didn't care. Looking for another provider. That's how bad they are. I am living on UC.”
“If I could give this company no stars or minus stars I would. An absolute sham of a business. Took me over an hour to get through to someone in customer service, she then was on a very poor line and spoke pigeon English at best. Yes we are in difficult times but they have done nothing but over estimate our consumption since they took over from SSE. Our direct debit has increased every quarter even though we have pleaded for them to be more understanding in these difficult times. We can no longer afford to heat our own property and yet they still want more and more money. They are nothing but a big greedy uncaring business with only profits on their minds. It was a dark day when they took over from SSE for more than one reason.”
“This is the poorest customer service I have received from any Company ever. Currently on hold to speak to a Manager and Sandile who doesn't understand what I'm saying won't put me through. Trying to sort Bill out. Spoke to them on 5.9.22 was told Billing would be in touch to sort issues out. Never heard from them but received a default notice. Still on hold trying to sort out. I guess I will have to ring off which is what they want! Absolute appalling Company. Senior Managers really need to step in and sort the Company out!!!”
“M. Fell.
This must be the worst company in UK for customer service. I have sat in the house all day waiting for an engineer who was supposed to be here between 10.00am & 2.00pm, never turned up and no text or e mail to say why. Tried several of their phone numbers but they were only to leave meter numbers. I used to be with SSE for ten years & no problems. I was transfered to OVO who seem useless. I did not want a smart meter, know too many people having problems with them. One was put in and apparently has not been working. I was told I did not need to read the meter with these so haven’t. I received an e mail to say I needed to pay an extra £22.40 per month to avoid going into debt.
However when I checked I was £784 in credit!! I did what everyone else should & got most of it back, they insisted I left £182 in as that’s what I pay per month. They must be the most inefficient company in the UK!. Think I will delete the one star I have shown, not worth it.”
“Unable to get through, by phone, chatbox or email. When I do,
the customer service is the worst I've experienced because they don't know what they are talking about and give wrong information every time. First call took an 1hr3/4 second call 35mins, third the same. I swear they want you to hang up. All I want to know is that the payment from my bank (which has gone out) but is not showing on my ovo account has been received. I paid, yet they still sent a threatening email at 19.00 Friday evening telling me to phone immediatly, I did, but got an automated message saying lines closed at 18.00 and wouldn't open until Monday. I was so stressed that I tried on Sat morning and Hey presto, they were open. I was auto switched from 20yrs with SSE and no probs at all. Am disgusted by Ovo”
“Happy to take your money, happy to increase your DD without any reasonable explanation. Trying to reach them is an exercise in futility. The online chat does not work. No-one answers the phone and they seemingly refuse to respond to emails, even with their own “5 day” rule.
I will happily spend £30 leave this company, I’m not sure how they are allowed to conduct business without reasonable access for queries.
as all other day, avoid, avoid avoid.”
“Terrible customer service. Never answer the phones and close after 6pm. None of the staff seem to no whats going on or access the correct information. Really stressful to deal with”
“I would not recommend this company I have been trying to resolve a complaint since January following my meter not Working and they estimated a charge for 2 months of over £7500.00 Been trying to sort this out they never call you back nor respond to emails. Its been really stressful and its the worst customer service I have ever experienced in my life !!!. I am now going to the Ombudsman Please dont use this provider”
“Since OVO took over my contract from Southern Electricity it has been a nightmare. Their first action was to over estimate my usage & decide that my electricity bill for January alone was nearly £3,000. Their second action was to increase my monthly DD each & every month to the point that they wanted nearly £900 a month. With SE it was under £200 for both electricity & gas. I have spent an inordinate amount of time for the last nine months attempting to obtain a refund & trying to get my DD reduced to a sensible figure. Each & every time that I believe I have got somewhere by explaining the whole situation, yet again, to try another person who will “personally take ownership of my problem” it falls flat once more. The next person knows nothing of the previous discussion/ agreement. Hours & hours on the telephone. Numerous meter readings sent in. All ignored.
FINALLY I obtained a refund & managed to reduce my DD to a sensible figure. Guess what? Before the first new DD had left my account I received yet another email stating that my DD needs to increase by 50%! Jeezus effin whatever.
DO NOT START AN ACCOUNT WITH THESE PEOPLE. IF YOU ARE WITH THEM GOOD LUCK & LEAVE ASAP. I WILL BE.”
“For weeks I have been trying to get an answer to simple administrative queries connected with submitting a FIT Reading. Their Customer Service Manager, so-called is invisible. I have not had a single coherent reply to any of my emails, in spite of the promise to reply within 5 days. The managers and the staff, if you are lucky enough to make contact on the phone (normally a 6 to 8-hour wait) the call centre are incapable of providing any sensible answer. I have given up trying to contact them. I don't trust them and suspect that my FIT payments will be retained by them. For 17 years I have had very satisfactory service from SSE, OvoEnergy is a joke organization and quite the worst company I have ever had to deal with.”
“Ovo accounts system is a farce . . . they seem to be working with software that has lines of code missing, or perhaps more likely an abacus with some missing beads . . .
They show payments on my account that have never been taken from my bank and in another example multiple payments that I have never made. Can I put a bet on the next energy company to get wound up?”
“Unable to put minus stars I would if I could.
Good afternoon Mr Mockler,
Please accept my deepest apologies on behalf of OVO Energy for all the shortfalls in service, as noted below:
- OVO Energy billed you on estimated readings for 12 months
- OVO Energy failed to contact you as promised by phone calls (you mentioned it was 7 missed calls / failed call backs)
- OVO Energy Customer Care agents disconnected the calls or told you the call cannot be transferred to the Advanced Resolution team
- OVO Energy didn't put a hold on the billing while the complaint is being investigated, therefore sending your bills with wrong balance
- You have not been advised that your Case Handler, Neil will be on a 4 week training which means he is unable to take or make phone calls
- Your case have not been re-assigned to another agent until today, for the time being while Neil is on training
- You were promised the case will be resolved by now, however it is still ongoing
This is from a advance resolution specialist who then proceeded to lie to me.(Katalin)
I’m am waiting an internal review now that could take months and I’ve been told I cannot go to the ombudsman.
I was not billed or contacted for 12 months. No meter readings taken in 12months.
Bill was not calculated for 12 months.
I have had the phone put down on me.
I have been ignored.
I have been lied to multiple times.
I have spent 20 hours of my life on the phone to this company and have got nowhere.
Worst company I have ever come across in my life.
Staff are badly trained.
Service is abysmal.
Avoid at all costs”
“Appalling customer service. Online chat does not appear to have anyone! Waited for over an hour, got to customer 1 in line and stayed there! No one ‘spoke’ to me. I’m over £400 IN CREDIT but they can’t adjust my direct debit!!! Spoke to 2 people on the phone and they told me to call back next week! I’ve waisted all morning and achieved nothing!”
“Ovo assumes everyone has access to internet. Phone lines are confusing to pay bill and payments take up to 72 hours to clear . Forced on to Ovo from SSE , and even though my bill is always paid on time im told im in debit but given no reason. Asking on phone , if you can get through ,is a waste of time. Awful customer service and confusing billing.”
“What an appalling company. I was switched from SSE, without my consent or knowledge. My issue is that the meter in my house is 50 years old and seems to be reading higher and higher every time, even though I have no new appliances. I have 4Kw of solar panels on the roof but the readings continue to escalate, even with just a small LED light on the meter spins well. Unfortunately, trying to explain this to the OVO operator was like trying to turn cheese into gold, " you need to send monthly readings Sir" was his answer! But I would like a new up-to-date meter, please, "sorry Sir a smart meter will not work in your area". So how come the house below and above us have them? And have more occupants and pay less electricity than me? "I can't comment on that Sir". Ok I'll settle for a standard meter, but a new one, one that is not worn out. "Sorry Sir, no available slots, if you sent monthly readings Sir.... But it is your duty to meter supply accurately otherwise you are making false claims! "I will have to speak to someone", 15 minutes of mind numbing music later he returned, "we will need pictures of the meter readings and then more pictures of readings after the meter has been turned off for half an hour, then a review team will look at the pictures and decide weather or not to fit a smart meter, but I cant tell you how long this will all take Sir". But you said five minutes ago that a smart meter won't work in my area!! "Wwwww well we would be able to fit one but you would still have to supply the readings each month Sir". Oh ffs, terminate call, change supplier. If I could leave minus stars I would have left 10.”
“I waited all day on Aug 15 for smart meter installation. No show. When I rang I was told engineer had installed it at different property but under my account number. Numerous calls constantly being told it will be sorted. I then was told congratulations we have taken your meter reading from your smart meter and this I your bill!! Just rang again as another very high bill has been sent to me and after listening to mind numbing music for 25 mins on hold was informed Alex from complaints will call me as he hasn't looked into all of my calls and complaints yet.”
“Why do they down talk to u they don't listen to what u are telling them there system is appalling for a company just taking over calling you a lair is not nice never Had this experience with swalec always there to help”
