“Got moved from SSE to OVO so gone from A+ customer service to a 0 customer service have found ovo very unhelpful and very little knowledge as how to help customers wouldn't recommend this company to anyone”
“THis company is absolutely awful. They used to be such a lovely, customer focused and people were able to talk easily and get questions answered from a lovely team. NOT ANYMORE! They are now a bloated, profit focused and non-customer service orientated money grabbing energy business. They never answer the phones, when they do (rare) they clearly do not want to deal with calls and make you wait for a second time. There business model is to pass you around the houses until you are bored and give up. They increase direct debits based on fictitious figures - don't ever look into previous bills and how you run up massive credits - not interested. They just need your money to generate interest in their bank account. Don't get me started on the FIT Team - they have not returned a call in over a month of trying - absolutely awful - PLEASE AVOID and those reviews which say they are lovely - sorry they just cannot be valid.”
“Made a final payment when closing account in JAN 22 but somehow this payment was ignored and my balance remained the same (even though they took the money).
* I have sent six emails in the last 10 months to hello@OVOenergy.com with proof of payment attached but never get a response
* OVO keep ringing me for the past 10 months about an outstanding payment which I already paid and have proof of payment. I try to explain but their phone staff are absolutely clueless.
OVO Staff I have spoken to are Amanda, Daniel, Zethembiso and many others.”
“Have been stuck in migration for 6 months. Theyve stopped taking direct debits and also taken my credit from SSE in the process. I am at my wits end with it all. No one replies even after making complaints”
“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!”
