“This company has a messed up billing system and their customer service are not giving out correct information. My mum is 85 and was changed from sse to ovo. The first quarterly bill came through in april which was paid and then she was sent 3 demanding / red letters with different amounts on. No bills were sent but she is not even due a bill until the end of July. My mum has recently been ill and has been in hospital so this situation has been very very worrying to her as she has never been in debt. Customer services tell you that ovo do not do quarterly bills but on their website it clearly says they do and they sent us one in April!!”
“Tim is a 75 year old pensioner having suffered 2 heart attacks previously. Since being switched from SSE to OVO, he has received multiple computer generated unsigned letters demanding payment despite OVO agreeing to be paid quarterly. These threatened bailiff/debt collectors action, suggested meters had not been read, duplicate bills sent after payment...all false claims. Subsequently received debt collectors letters and visit for money he does not owe.
After several letters to OVO, he received a letter on 21 June, apologising for their error 'due in part to change from SSE to OVO' and promising to put a hold on monthly demands as quarterly bills will be sent. This has never happened and threatening letters continue to arrive, causing severe impact on his health. He has never been in debt in his life and does not owe OVO for energy. His most recent quarterly bill was paid on the day of receipt. The threatening nature of the letters deserve to be investigated immediately and OVO should be held accountable for their false demands and the absolute shambles of their customer service/complaints department.”
“Ovo energy has out of nowhere got my details and is sending me bills on a monthly basis for an electricity account I do not have. They have even sent round debt collector letters and threats to break into my house.
I am not with them and never have been.
Even the meter reader came round and said the meter serial numbers do not match what is on the OVO energy records.
Disgraceful company I will have to get compensation lawyers in now for the two years of abuse and mental anguish.”
“Possibly the worst energy company i have ever dealt with.
Paid my May bill in full over the phone. Then paid my June bill in full the following month.
The next month i began to receive letters telling me i hadn't paid my bills. followed by letters threatening me with enforcement action and bailiffs.
I contacted ovo who said they had no record of my payments.
I was then requested to send proof of payments via email, which i did......i received no contact from ovo after i did this.
Ten days later i received more threatening letters so i called ovo. Was put on hold for over an hour then disconnected, called back, took another hour, finally someone answered and told me they didn't have my details on my account.
I gave a chap called Christian my details, he promised the case would be escalated and someone would call me back in five working days, on the fifth working day i received an email from ovo telling me they didn't have my details and couldn't contact me.
I called back again today , 14/07/22 to be told my case hadn't been escalated or even looked at.
All the while i'm receiving new bills for the amounts i've already paid.
The chap i spoke to hadn't even looked at my account, nothing had been done to sort it or resolve the issue.
I've been told a line manager will contact me today to resolve the issue but i'm not holding my breath.
I've contacted a solicitor and the ombudsman and am preparing to prosecute.
I cant believe its come to this for what should have been something very simple to resolve.
Honestly the worst company and worst customer service i have ever encountered.
Avoid at all costs.”
“Absolutely shocking service now 7 months since I left my previous address which was in the process of being moved from SSE to OVO my account had over £200 in credit and OVO still have it as they say there is a technical fault with my switch over but I am paying in my new property to SSE not OVO or I would have stopped paying. Took them to the ombudsman which I could only take them for customer service they did issue apology letter and £75 credit which is a joke as they can not pay it in to my account as it is stuck in transit. Phoned must be now over 25 times just off the phone again but they can not pass me through to there complaints/ombudsman team but someone will phone back today right been told that on numerous occasions also so really nothing I can do. The annoying thing here is if I owed them they would up my Direct Debit but they have had over £200 of mine now for 7 months and there is nothing I can do about it.”
“Appalling customer service.. passed from pillar to post by a bunch of incompetent agents on the phone who have no clue. Readings sent but they can’t find them. Now trying to bill be for the month prior to moving into the property”
“I used to be with SSE and now was sold to OVO. I have had problems and issues since day 1 with OVO. I set up a direct debit and also made a complaint as I believed I was overcharged. But since OVO is very unreliable and disgusting, they reported me which I realised I got negative credit for the first time in my life. After 5 months, have not heard back regarding my complaint. I made OFGEM involved to push OVO but still waiting.
AVOID OVO AT ALL COST
I can’t wait to leave OVO.
You are liar and not responsive and unprofessional.”
“Dissatisfied. Fraud. I go to their online site every day, and they are billed every day. Very high prices, additional fees, shock. I have to resign from their services”
“I signed up for a fixed tariff gas/electric contract the day I moved in to my new house. It took 3 weeks to transfer from British Gas.
OVO used a meter reading from British gas as my first reading. OVO claim I gave British Gas this reading, I didn't. As a result my first bill showed gas usage that would have made my bill almost double what I pay. OVO tried to double my direct debit. 2 phone calls and a complaint later they acknowledged that the first reading was likely incorrect and agreed to investigate the issue and left my direct debit alone.
The £169 deficit of course stayed on my account. So 1 month later, after inputting multiple meter readings my use showed as being UNDER what I paid for, reducing my deficit to £125, in other words I should have been in credit. However since I was still showing as in deficit they again tried to almost double my direct debit. Another phone call showed they had done precisely nothing but agreed to leave my direct debit alone for the next 3 months.
10 days ago, more than 2 months after signing up, they came to fit my smart meter that was part of my plan. However they couldn't due to some "issue" in my area. So I was advised to give regular meter readings. I logged in, all my electric readings are still present but my gas readings have been completely wiped. If I put in my gas reading I'll have a deficit worth thousands and I do not trust OVO to fix the issue. So I will waste more of my life on phone calls to try to retrieve my gas meter readings so I don't end up with a ridiculous deficit.
At this point I'm about done. I am 2.5 months in to my contract and I'm fully prepared to pay the £120+VAT exit fee to be done with them.
I don't believe a word they say anymore and I can't live with this level of stress for the remainder of my contract.”
“Absolutely appalling company.
Transferred from SSE to them & my DD has gone from under £200 to £810 in several stages over a few months. This is despite sending in meter readings showing that I am not using ANY electricity or gas as we are not in the house!
Despite hours on the phone to them they won’t budge & my DD stays as is. I seriously do not recommend this company to my worst enemy.”
“Want to ask a question about solar panel was pushed from pillar to post and finally told need to email and given the email address and then told it would take five working days for someone to contact me. I am over 70 not that good with computers really just want to talk to someone.”
“Most untreatable energy supplier. They have already paid me £200 in compensation for errors. Now I'm being charged for Gas when I haven't been home and the Gas mains is switched off.
Tried to go on their forum to tell everyone else but, I've been banned for telling the truth about them after being found in favour of by the Ombudsman.
Ombudsman file: EG148907-21
If you have a problem with OvO I suggest you take it all the way. They were fine until SE was involved.”
“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!!”
