“If I could give a 0 I would. Since being transferred over from SSE it has been one issue after another. Firstly they had over £300 credit on my account which I asked to be transferred back to me. I got an email back saying it would affect my credit rating if I did not have the minimum monthly amount in my account - I went back and educated this person on how credit ratings work and also let them know that I would be seeking legal advise on how to recover my money. Credit was transferred within 5 days.
Next issue - I wanted to bring my monthly direct debit down as I was always in credit - this took a couple of months but finally got there.
Next issue - this weekend I got an email saying that after reviewing my account they would be raising my monthly direct debit from £116 to £174. I happen to be with my sister in law who has also been transferred from SSE - her bill is also being taken to £174. So how does this work - there is her and her husband in a 3 bedroom house and I am in a 4 bedroom house with just my husband. Neither of us has kids that live with her so looking forward to understanding how we will be using this amount of energy. However, I can keep my monthly bill down if I pay them over £600 upfront.
Next issue - I submitted a meter reading to an account that AGAIN is in a credit of over £100 and after the meter reading was submitted (leaving me still in credit) - I then get something coming up saying that I need to raise my direct debit to £181. Abosolute idiots
I have emailed them to let them know that should they take out the £174 next month I will be cancelling my direct debit and they can bill me monthly and I will pay that way. Apparently it will take at least 5 days for them to come back to me. Thought I would give them a call - I have been waiting on the line for the past 45 minutes so even calling is not easy.
I will certainly be looking into a new provider as soon as possible - a totally shambolic business”
“all was get a message in my on line acount saying bill is due please send a reading l send reading get the paper bill come l pay by cheque a few weeks later no trouble paid the last quarter up to feb 2022 now l keep geting sent estimated bills in the post l told the lady at the help line l pay `quarterly with a reading she did not understand bless her”
“My mum was conned into having her meter changed to a smart meter, lied to by the sales team in the Philippines. Conned !!!! the Fitter came and changed the meter, My mother is a pensioner and of not of best health let him in, the paperwork was only for the electric meter but was insistent that he had to do the gas meter s well. then to proceed to push his way around the house insisting he looked at the gas appliances, he then said he when he turned the gas meter off he would not turn her gas back on until she had all her appliances changed, luckily I was there, when I asked him his name he would not tell me, when I asked to see his badge he would not show me, I finally decided to put his equipment on the doorstep and told him to leave or I would call the police, this man lied and was trying to take advantage of an old age pensioner forcing her to have work done unnecessarily against her will by lying to her, It took me 5 hours to actually finally make a formal complaint as there are now no UK offices you can all to and all telephone lines are now call centres abroad. DO NOT LISTEN TO ANYTHING THIS COMPANY SAYS WHITHOUT CHECKING FACTS and do not let an engineer in if you are on your own, the mans picture vile sicko conman I took when he wouldn't tell me his name so if you see this man avoid at all costs, Then to be spiteful the vile engineer called the gas board to say we had a gas leak. which we didn't, Vile nasty sicko representing an equally uncaring company picking on vulnerable pensioners”
“I have been receiving estimated bills ever since covid started. This is despite the fact that I have submitted readings on many occasions. The estimated readings used for my bills vary hugely despite being based upon previous usage.
I have spent hours on the phone trying to raise this as a complaint and nothing has been done.”
“I accidentally gave the meter reading as 2179 instead of 1279 got charged hundreds of pounds more and no matter what i do they will not sort it out for me i also had a smart meter fitted with the final reading by the engineer tallying with mine plus sending them a screenshot of the old meter showing them my mistake i refused to pay by DD and am with holding payment until someone sorts it out i am not happy i did not want to move from SSE i had no choice”
“My complaint was ignored and Ovo have ruined my life. I was advised to take legal action but they claim not to have a legal team! SSE who are part of the same company do, but have no access to the Ovo accounts. I will be having legal documents delivered to the CEO Fitzpatrick's home address. Ovo goons won't defeat me.”
“OVO owe me a four-figure sum since December last year !
They totally ignore my emails which I believe is so that I will not have anything in print from them. They tell people to phone but of course a phone conversation can be denied.
I was never a huge fan of SSE but this OVO lot just plumb new depths of customer “service”.
My only recourse is in the small claims court where I should expect to get a judgement against them which might warn other unwary suppliers.”
“Used to love this company, had great customer service but over the last year has gone downhill. Can't ever get hold of anyone...been on phone line for over an hour and half today and given up. They have an option to give you a call back but they never do.”
“My fuel bills have tripled in price since being with OVO. When I called them we discussed me providing a reading instead of them sending me an automatic bill. Hasn't happened and probably will never happen. Shocking service, and yet still have money to splash out on advertisements and sponsors.”
“Absolutely DREADFUL account website. I've been transferred from SSE. They haven't even spelled my name right. As for the rest of the information - you can't access it. No old bills - just error messages.
I have received repeated emails to say I haven't submitted a meter reading for years [I've sent them a reply email.....].
So why have my direct debits been amended over the years? To account for changes in use due to my submitted meter readings, of course !! SSE were amazingly efficient by comparison. Up your game OVO. Or maybe you want to lose customers, not much revenue in it for you these days.....”
“We moved out of our property end of November submitted all this information with meter readings to then be told we had moved over to OVO 6 weeks later after numerous phone calls emails and live chats my account is still open still being billed. Not a good service at all being told the same thing each time!! We will close the account this never gets done, oh a error on the system, you need to contact SSE, lots of different excuses but still the account is open when we no longer live there. Worst company I have dealt with by far still none the wiser of how you get them to close an account.”
“After being moved over from SSE I logged on to my new account as requested, I subsequently submitted a meter reading which they instantly questioned as it was lower than they expected. After being contacted regarding this they said that the reading was significantly different from their migration reading,(for context approx £180) where did they get that I asked? no one came to read the meter and I did not submit one.? I've now sent yet another reading including a picture of the meter and they are going to let me know if I can raise a dispute! Gives one a warm feeling, (no pun intended) to know what a mistrusting supplier one has, never experienced this before or currently with any other energy supplier. Note to OVO, If you don't believe your customer send someone out to read it for you !! Yes enquire but in a more customer driven manner. Ironic really all this on a day when they have been heavily criticised on national TV and regulators for crass advertising in the current climate. I replied with yet a further reading to their email hello@ovoenergy.com with a goodbye@dissatisfiedcustomer.com”
“I informed OVO that I was moving home, and would close my account as of mid November. In January I was still being billed, even though my online account had my moving date on there, with a note saying there might be a delay in processing it. I tried to use the chat help assistant but after over 2 hours of either no help, someone saying they would look into then not replying for half an hour, being repeatedly kicked out of the queue by the automated system for inactivity (whilst the assistant was looking up details) I gave up and called the help line. The call was repeated hung up on, and I kept having to call back and wait again. Finally I reached a lady, who was lovely, but who informed me she couldn't do anything as it was with the moving team, and they took 4 to 6 weeks to process things. Even though there was 5 weeks between my move and Christmas, she said that Christmas would have affected my account being closed and I would need to wait another couple of weeks. She could only recommend ringing back next month if I was still being billed.
Appalling service, both from the handling of shutting an account and still billing, as well as OVO's customer service. I would never use OVO or recommend it.”
“I had account with SSE, and tried to pay the final bill as I had sold property.
SSE blocked my account and told me, after phoning and waiting for ages, that my account is being ‘ migrated’ to Ovo energy…but Ovo energy say my account not with them…yet! I just have to be more ‘patient’. So..I cannot pay my bill with either company! Not a happy customer.”
“Disgusting Company trying to rip me off for nearly £3 grand, Basically had occupiers account for 2 months from 23rd Dec 2020 till 26feb 2021. I was then supplied by British Gas and have been ever since! Theve fraudulently set up an account in my name and are demanding above amount threatening me today with debt collectors and warrants to enter my property!
They are not even my supplier!
I have repeatedly tried to get a final bill for the 2 months when they did supply me but no they do not want to resolve this.
Liars and thieves does the CEO really support this behaviour, if so he should be held to account!”
“OVO Energy completely ripped me off. They lied to me for months about my account being in credit then took a reading and informed me that I was suddenly almost £1000 in debt. I was charged almost £1500 for gas usage over a year despite being a single man in a flat. In addition, the never kept records of calls. They sent me threatening emails and letters, even while there was a legitimate review going on of my account. Their internal departments clearly never communicated. This company is a nightmare. Avoid them like the plague!!!”
“Customer service is non existant. I have been trying to submit a meter reading for over a week as I've been in the property for 3 months. Online doesn't work, over the phone I enter the reading and it tells me it's more than they had expected (I haven't even turned on the gas boiler yet at the mains as water is heated electrically!) so it won't let me submit it. I then go through to speak to someone who puts me on hold each time for 1 hour to and hour and half for them to come back on and say no one is answering at the department I need. Utter joke.”
“I've been overcharged and nobody can help!!
I was billed £600 for one month of gas and electricity which is usually no more than £200. Raised the query and nobody can help you or get back to you.
Then I discovered that more money was taken from my direct debit than what's shown on my online OVO statements account. No help here either.
Some people at the customer service are rude and unhelpful and the ones that try to help can't do anything as they don't have authority to do it.
Incredibly frustrating wasting hours and hours on the phone and nobody helps you. A nightmare it has been.
Stay away!!”
