“Worst company I have ever come across, constantly lied to, messed my bill up for over 2 years then withour explanation tell me I owe over £900, they made the mess of things so should accept responsibilty for instead I get offered £250 as a good will gesture.”
“Absolute rubbish customer service. Account closed but consistently receiving emails, texts and letters about a debt I do not have. Phone the number on the letter to be told there is a zero balance on the account, ask them to stop emailing/texting/writing to me about a debt and told 'I cannot stop something that is not happening!' So I am imagining the letter that is sitting in front of me and the email and text I received 3 days ago .....”
“I'm a disabled pensioner with heart problems also, and since OVO took over from sse I've had nothing but problems with my gas pre pay card meter. I like paying as I go and don't want my meter took out unless they put another one in. They keep pushing a smart meter and I'm sick telling them I don't want one and I can't because of my De Fib pacemaker. They wont send somebody out until my gas runs out which will be in the next day. Then up to two or three weeks before maybe someone will come out. I hope up in Scotland I don't get freezing weather, bloody ridiculous.”
“Worse customer service ever. I've lost 45 mins on the chat to change the bank account détails for direct débit. They are not able to do it. And they don't take call on saturday morning.
The chat is so slow ! They ask you questions multiple times every 3 mins. It makes you crazy”
“NO stars.
This company needs to be placed under special measures and investigated!
It is obvious that OVO have been set up on a shoestring, to generate a profit. Customers without any choice, transferred over from SSE who were heavily fined by OFGEM some years ago, for misleading customers.
Overseas call centres do not know how to deal with issues. Constantly MISLED, IGNORED, LIED TO, INCORRECT INFORMATION, EVASIVE.
REFUSE to give you access to management. Staff are patronising and give you the same STANDARD, USELESS, UNHELPFUL ADVICE.
Detrimental effect on my mental health and wellbeing and I'm a vulnerable customer!
I am going to the press!”
“Absolutely no idea how to deal with vulnerable customers. 3 hours on the telephone but still refused to do a simple connection and now claim I am a customer. No not go near them”
“Avoid at all costs. BAD BAD
Probably the worst energy provider in the UK, and definitely the worst customer service ever came across.
So far have spoken to Tyler, Leneve, Lithetha,Theresa, Kim then Yandisa, and spent on one occasion 3 hours one go on the phone, and 2 hours another time, and 1 hour another time, still got no where.
These customer service knows absolutely nothing about nothing, and when you ask to speak to someone in charge, they say, you cant as managers are NOT allowed to speak on the phone, which is absolutely ridiculous, as they're in a higher position to speak to customers and solve problems”
“chaotic and shambolic.
i have paid my final bill, yet they still make demands, emails, text, phone
i have had a year of absolute hell with this company, they keep sending me notification of apology and compensation, but i never received the compensation!
I have notified the ombudsman, and I have asked for a subject access request, they now have 29 days to respond before I report them to ICO and i take them to court.
Do yourself a favour and contact, see below.
enquiry@ombudsman-services.org”
“Worst energy provider. Overcharging when I’m away on holiday and flat was empty. And now they have send me £578 as other charges? Even after providing the meter readings. What does other charges stand for? Never ever in 15 years I had to deal with such a bad company.
I would like to complaint against them to legal body, please can someone guide me!?
I’m going for my caesarean in 2 days and it’s the last thing I want to deal with.”
“Unfortunately, there is no option for zero stars. I have had to get the Ombudsman involved, twice, and I have now requested a subject access request for all information they hold on me, including audio as they record all of their calls. So make sure you get the name of the person you are speaking with, record the time and date, and ask for evidence of an email confirming what you have discussed. They have one month to provide all of the information. They say one thing on the phone, then send demands the next day which negates everything they have agreed with you.!
I have had problems for over one year with OVO making up numbers when photographic evidence proves the correct meter reading. Interestingly, they had the wrong phone number, wrong email and also kept sending me the previous owners bills, without putting a name on the envelope or letter, only an account number, which suggests they were trying to con me into paying for the previous owners bill, which they clearly haven't paid. " a simple mistake" - no its not, not when you cannot log into your account and register your details. They wanted to charge £2,700 when i was only in the property for 3 days, had no appliances but still they insisted they were right, then told me it had increased to £4,000 in the same phone call! . . I refused to pay. I refused their "offer" of having a direct debit, no chance, ask that you pay monthly, do not let them take money from your account as it will be a nightmare to get that money refunded to you. I would suggest you cancel your direct debit, so they have to prove from meter readings and how much they charge per KW and gas unit, so you can be sure you are only paying for what you use. Yesterday I paid my final bill as i have switched providers, and I informed them that I would stop the payment if they didn't send an email confirming it was the final payment, which they did. Today I receive a bill for over £1, 200. which I am refusing to pay. They create stress and anxiety, and only want to help when you show them you have copied in the Ombudsman and will take it further. Interestingly they only want to "help" and phone you when they want/demand immediate payment.
They are also unable to manage GDPR, as they ask you to confirm your name address and date of birth, when demanding payment, well, my answer was "NO, you phoned me, if you dont know who you are speaking with, well dont bother calling! and if it is for payment, why do you need to know who is paying the bill?"
Banks tell us to be sure who we are talking to, but they disregard this by phoning on an unidentifiable number. They also need to switch you to an automated card payment, that is confidential, but they dont seem to, so you have no way of knowing if they are actually recording your card details. This company is a shambles, chaotic, and insincere. 3 hour phone call, only to be told to phone back in 14 days and re submit the reading as they didn't believe me! Well, no I was not willing to do that. I had sent them a photo, which has the date and time on, but still they couldn't manage this. DO NOT USE THIS COMPANY IF YOU WANT TO MAINTAIN A POSITIVE MENTAL HEALTH. Do yourself a big favour and swap providers, they may claim to be a cheaper option, but how does that work when they seem to make it all up as they go along? they claim to care about their customers, even spending millions of pounds, probably, on radio adverts - trying to drum up more business as i expect they have people leaving in droves. They are using your hard earned money to flaunt themselves even stating that they really care about helping people to reduce their bills - well , once I had stopped laughing, I realised how seriously dreadful they are, when you can keep your heating off, eat salad and still be charged hundred/thousands of pounds. This company seriously needs to be audited and investigated for fraud.”
“I am waiting for an engineer to fit a mains isolation box so the electrical work on my new kitchen can be completed. Phoned on 24 October and they gave me a date of 23 November for engineer. They cancelled that saying no availability. Phoned again and they gave another date of 5 December. Within hours that was cancelled. Phoned again gave a date of 8 December. Cancelled. Given a date of 18 December. Cancelled. This is ludicrous. What gets me is they have taken £163 out of my account for this to be done and I have no firm date for an engineer so they have my money but I have nothing. 2 complaints put in which they said I would hear from complaints department within 3 working days. That was 6 days ago. Still need my isolation box fitted. I am a pensioner and this has become very stressful for me as it would for anyone.”
“Ovo energy has the worst customer service I hav ever dealt so unhelpful and not pleasant . Had a smart meter installed 3 weeks ago and after numerous calls of waiting over an hour to be answered still no further forward.”
“Ovo is by far the worst energy company! I have been without the proper use of my gas for nearly 7weeks now! Since they installed a new machine it took them over 4weeks to register which machine they installed for me and then I still cannot top up because they have registered it wrong! It's incredible how they say u are priority if u are old, have baby's, mental health etc yet I have these and still I am left to boil water everyday to wash in a bucket for me and my family and unable to use the stove, it's been freezing cold at home everyone is now sick and I am sick to death of talking to whatless foreign workers who clearly don't have a clue what they are doing and just passing me on to the next. I cannot even change my suppliers because there's a fault that ovo has made which is why I cannot top up gas. They refuse to correct this fault and am leaving me with only emergency credit here and there to use and by now it's charged me loads for this emergency credit. I waited 6hours today to be told they don't no what happen to the technician then was told another appt was booked to wait tonight further up to 4hours which leads to 9:09pm!! No one has turned up and the lines are closed👏👏👏”
“Trying to get them to install a meter, as I'm heavily pregnant and we have a house with no central heating. We accepted they have no fast track which is strange as all companies do, so we waited. Finally got an appointment so my boiler man started his work so by the time he finished he could switch on hot water and heating when the meter was installed. They LOST our booking even though it was on the screen in front of them, not only that but they told us we cannot get an appointment for another month rather than fixing their mistake! I am due to give birth by then,meaning the last part of my pregnancy is in a house with no hot water or heating in the winter, and the start of my new babies life may be the same.”
“Worst company ever had to deal with.
My opinion is they take money when they want not inline with useage .
Constant problem with gas display from day 1
Despite complaints - nothing gets solved
WOULDNT ADVISE ANYONE TO USE THEM”
“I believe this company to be humanicidal.
My family member paid his gas and electricity bills conscientiously for more than 20 years to SSE. Unfortunately that company was taken over by the humanicidal ovoenergy that recommends human beings subsist on lentils to make more monies available for its billionaire owner.
My family member, who is neurodiverse and vulnerable, has been subject to three years of appalling abuse by ovoenergy. This grotesque outfit claimed to have no record of him, to have migrated his account to X, Y, and Z other companies for months and months. This was leading up to the Account Takeover scheme when they landed my disabled family member with a bill for a figure approaching five figures. it ruined him.
The ovoenergy molestation operation destroyed my family member’s mental and physical health and drove him to despair. The operation used the services of mercenaries, hoodlums, and paid bullies to molest my family member and to steal his life savings.
No words can adequately convey the appalling depravity of this ghastly operation.
Please, please, tell anyone and everyone you care about to steer clear of this dreadful operation.
ovoenergy is the asbestos and thalidomide of 2023.
They want ALL your money, your life savings, your well being, your mental health, your physical health, and they will destroy you in the process of taking this.”
“Where do I start! Since fuel prices shot up astronomically, I have struggled to find the extra money to pay for our gas and electric. I sought debt advice to try and see if I could reduce monthly expenses in order to be able to keep a roof over our heads and put food on the table. I tried several times to speak with the Ovo customer service representatives, and each time I would end up feeling so frustrated at the lack of empathy and compassion towards my situation. I have entered into an IVA in order to try and manage my debt situation, and alleviate some of the pressure, and was advised by my debt advisor to see if I could find another utility provider that would be cheaper than the tariffs I’m on with ovo. I tried with another provider and was told that I could not migrate over to them because I had a debt with ovo. After getting nowhere with ovo customer service on several occasions and not being able to speak to a manager to resolve my problem, In desperation I filed a complaint with ovo. I received a telephone call from a gentleman who was dealing with my complaint. I explained the situation I am in with this debt, and I explained that I had very little money left over to put towards this debt and could we come to an agreement. The complaints handler made me an offer of spreading the debt over a period of time each month, and the remainder would go towards my current monthly ovo bill. I agreed, and a direct debit was set up. What the complaint handler did not tell me was that my electric had been migrated to another provider in August, and that I was now liable for the electric bill with this new provider, in addition to the payment plan with ovo. So I’m now slapped with yet another bill from August which I was totally unaware of.”
“If I could have given no stars I would have. Their billing system is a total shambles, which they pass off as being "dynamic"! They are continually changing our bills retrospectively, sometimes even into the past financial year after our tax and VAT returns have been submitted! Whoever designed the billing system simply doesn't understand BASIC ACCOUNTING PRINCIPLES - if a bill is wrong (or estimated) you don't replace it, you issue a NEW bill or a CREDIT. Very simple. They have caused me days and days of work trying to unravel what is ACTUALLY owed. It is 4 weeks since we complained to the CEO and our questions have still not been answered. Shocking.”
“Total incompetence from day one, OVO took over from SSE and took my account without asking, still waiting for promised pre payment cards after several months. once I had finally received card numbers so I could prepay for energy, the OVO system for payment failed. As I am disabled and need electricity to power medical equipment this is life threatening to me. on attempting to speak to someone to find out what was wrong with OVO systems I was fobbed off and OVO kept asking what was my problem - OVO are my problem Ovoid this bunch of clowns at all costs”
