“Don't ever go with OVO, in my whole life never have I ever gone through stress like OVO causes me.
Absolutely none of there staff are on the same page every call you do they will advise you something completely different and constantly conflict your previous advice. Then threaten to charge you even more money.
I pay OVO £290 a month which cover my usage and usually enough to pay them £150 towards my arrears as they were charging me £87 when I moved in and after 11 months they did a reading and apparently I owed them £2600 even though my account was positive prior to that they just went off 'estimated readings' but I had no idea so instead they hit me with a huge bill and then asked for over £600 per month back and as a single mum to two young children I couldn't physically afford that, found a comprise of £290 for them to change there mind every month and demand more money.
Honestly it's the worst, it's ridiculous and I'm sure they overcharge. My electric never makes any sense, a few months ago I was on holiday but apparently still managed to use the most electric while on holiday.
Avoid save yourselves the grief”
“Apparently OVO acquired SSE, which we were never told. Our SSE prepayment gas card fell out of my pocket and when this happened once before, we called, got a code, picked up a card, and got it sorted the same day. This time, we have come to find that OVO gas cards are not actually available in any Paypoint or Payzone places near us (we live in Islington so it's not like we're in the hinterlands here) despite the fact that it says, on both websites, that they are. We chatted with an agent on Saturday who said the code expires in 24 hours, but we couldn't go on Sunday, and she wouldn't extend the expiration. Okay, so that's useless then. So then we tried to get a new code on Monday and the agent said "Actually the old code is still valid." Okay then. Whatever. So I went out to 6 different places listed on both Payzone and Paypoint, none of whom had OVO gas cards, only British Gas and EDF. So I chatted again and the agent said "Okay just get an EDF card and it will work." Because obviously... anyway the store had EDF cards but in no surprise to anyone except OVO's hopeless agent, the code didn't work. So the agent said to get the card anyway and just put it in the meter for 5 minutes and it will register it, and then we should top it up at a paypoint. Okay, so we don't even need the code now? Just stick any old card in? Again, whatever. So I did that and it did not, in fact, work. So, I chatted again, for the 5th time now, and the next agent said of course it wouldn't work, why would it, but it didn't matter because no cards would work, because our meter must be broken, and they have to send an engineer. I said well but our meter is not broken, and the SSE card worked just fine before we lost it, but they said nope, actually they have to send an engineer. So I said fine, send an engineer, and they said "Okay cool just let us know when you use up the emergency credit and run out of gas and we'll schedule it." I'm sorry, what? You want me to wait until I run out of this dwindling emergency credit, until I cannot cook or even shower, and only THEN you will book an engineer who will then probably have several days before their next availability? So I explained that that was, obviously, unacceptable. Their exact words were "That is the process" and they rudely hung up on me. So I started a new chat and explained to the new agent that thus far her colleagues had all been wrong, lying, rude, or incompetent, and then explained the situation. To her credit she was nice and apologetic, and said that actually an OVO card WILL work. I said okay but I needed an actual address because none of the places listed on the website actually had them. She offered to call around to see if anyone had any. She called me back to say nope, no one had them, so they would have to post it, which takes 3 to 5 business days and refused to expedite it. She then also said they will not even schedule, much less send, an engineer until we literally have no gas and no emergency credit left. Okay so in summary: None of their agents know how to do their jobs, their cards are not available at any Payzone or Paypoint despite saying they are, they refuse to mail a new card quickly, and now they're pretending they need to send an engineer to look at my meter, which is functioning perfectly and topped up fine with the old card, but they won't even book one until the emergency credit runs out. Apparently OVO expects us to just not shower and let all the food in our fridge rot because we won't be able to cook it for however many "business days" until the engineer can come? Is that it? If their engineers are just sooooo busy that they simply could not even discuss sending one while we still have a few measly pounds of emergency credit, then it could be a week or more before they can come.
Absolutely unreal. If the new card does not work I will not be calling an engineer, I will be switching companies, and frankly I will probably do that anyway.”
“This company sucks! Don’t even bother to join…
I didn’t even join , I was SSE and then it changed to ovo , it’s been a nightmare… a headache, pain in the ass …
I had my account everything, I didn’t have a direct debit active , I submitted my reading meters and made payments… for 2-3 months was working okay … then i couldn’t login inti my ovo account, not the APP , not on internet browser… months after months calling , they said they’ll contact the tech team … nothing happened , calling 1000 times , nothing solved, told me to made a complaint … complaint for what ? Useless company , calling again to give my meter reading , paying 350£ a for months because I was waiting for some solution … month after month without paying, accumulating £. In every call they said I don’t figure as a customer and my email isn’t register but I’m receiving emails and letters … 1000+£ estimate bills … giving my meter reading reduced significantly… paying little by little 350£ etc , in every call again .. my email doesn’t exist bla bla bla ! Now after almost one year and a half receiving letter about debt collection agencies coming to my house ? Isn’t my issues !!! It’s your company without problem solving providers!!! I’m waiting to make last payments and change company ! This it’s been a nightmare, a headaches!!!! Give me stress ! Anxiety!! Everything!!! If you want to save your from all of this think twice to choose this company !!! . Make yourself a favour… also i think the good reviews are fake !!”
“SSE and OVO energy.
Had an refund of £21.000 on an invoice.
The SSE bailiff noticed that the meter from the shop also supplied the flat above.
Got billed for an meter which was supplied from the shop meter to the flat meter. After 18 months, today, we got an cheque for an refund for £4100.
I thought, the refund was what i paid in over 18 years.
Seeing you guys in court??”
“Utterly UTTERLY disgusting company. I am in no debt to these criminals at all. I've been late paying a small number of bills but always paid before the next bill. This is a rare occurrence yet still these monsters have reported a bad credit rating for me and now I can't get a mortgage. I am in zero debt with them. This is purely cruel and vindictive. The sooner Ovo no longer exists the better.”
“Well if inly my problem could be resolved with their customer service.
I am not a person to normally write such comments or reviews but they made me do although its argued no one can make someone else do anything. But the readers please be the judge.
1. I opened an account with Ovo energy sometime in 2023, upon opening my account the agent deal with the process. The individual entered in their system my name and surname and email address incorrect, as i am busy with my own things i couldnt get in touch to fix this for 5 months and it was incorrect in their system. As long as an address is achived and the money is rolling then there is no customer care.
2. Second experience with Ovo energy customer service team. The individual sold an electricity tarrif on me on lies stating that if I move house there wont be any exit fee for this tarrif.
3. Third experience with their agents. Spoke to an individual who confirmed to me that was a lie and no matter what, you will still be charged an exit fee should you leave this tarrif before the end date and in turn you should cancel it now as its within the cooling off period of 14 days. Naturally i asked that this contract to be cancelled as I am within the 14 days and I was missinformed. This agent cancelled the contract but she didnt only charged for the exit fee despite being within 14 days she wrote in the system the reason why i am canceling the contract is I the customer wasnt aware of this exist fee suggesting the customer is to blame. While i clearly told her that I was missinformed. (surely they have records of all conversations as they state we record for training purpose)
4. Forth exerience. The next day realising that I was being charged a fee that A. I was misinformed about, B. its within the cooling off period and I can cancel it without any charge. The agent in the call tells me you will be charged because you exited before the contract end date and there is so such thing as cooling off period. I keep insisting that please check with your supervisor becuase you are sitting in where ever in the world and unaware of this rule and clearly skipped the training, what you are saying is not consistent with the rules that exists but she kept saying; no, whether within a day or within 14 days of cooling off period or after that, no matter what date you cancel, you have left the contract you have to pay for it.
So please someone tell me if I am wrong or where does it end?”
“-1! Shouldn't even have a plus! Shocking no customer service or concerns are taken seriously! I am on my knees! A week ago I was diagnosed with copd cos I cant afford the escalated bills! Called to discuss this and had! Well your bill needs paid! £260 to £350 a month only electricity! I have 1 heater on and 2 jumpers! Where do we all go to or can you turn to? Don't loose health or mental health through OVO please get advice immediately! Good luck all!”
“Wouldn’t give a 1 star if I had a choice.
Been a client for over 12 years never defaulted on a payment. Tried to cancel boiler cover as a separate company advised us we were wasting our money paying £27 a month as they wouldn’t be able to provide parts for the boiler as it was 35 years old.
Tried to cancel told they were charging us £85.55 and the complaints team seem to bullying us into paying the fee.
Avoid this company they don’t care!!”
“My meter showed me that during off peak period I'm charged peak period rates, I contacted them. Just 2 times someone called me saying they will resolve my issue but no one has followed up since than. I contacted them via chat to enquire they told me several times your call is scheduled on the system and someone will call me but no one did. I'm going on chasing to get my issue resolved but looks like they don't want to resolve it and just cheat customers”
“Ovo energy are the worst company on the planet, no one there has a idea what is going on, do not use them change provider, after buying a house, they try charging me for outstanding bill from tenets that left a year previously, sent over solicitors letters and mortgage documents to confirm when I brought the house, but still not sorted and sending out letters of threats from bailiffs and debt collectors, for a bill that has nothing to do with,”
“Just avoid
Was never a customer with them just transferred from sse
Went from £0 to £3k within 10 days.
Can not speak to anyone as overseas call centres and they keep amending direct debits from £90 - £281
Cancel direct debits and pay manually of the actual usage of £72 and get threatened with legal action. Can not wait to leave.”
“Ovo are scammers, they have been billing me Eletricity. I never use or contact ovo. I always been use EDF. Even the previous tenant was using Brit Gas. I was wondering how they know my name? It’s very audacious from OVO been billing me every month.”
“Absolutely dreadful company.
No one knows what they are doing.
CEO uncontactable. I wonder why!
We have been charged twice for the same historic bill. We sent proof of payment and their accounts department confirm this. Despite this we are continuing getting threatening letters to pay the said amount or they will proceed with legal action. Numerous phone calls to them explaining this but to no avail. It is all computer generated and 'customer service' are like automatons. Clueless! Meanwhile, the time and stress trying to sort this problem out has gone on for months. We didn't choose this company. It took over our previous company Southern Electric.
Had we known what it would have been like, we would have run for the hills!”
“They've become so awful that they should shut down. I'm going to contact my landlord so we cut all ties with them.
Their customer service is terrible. A formal complaint made absolutely no difference in the past and after 6 months of chasing a minimal change on their system, my landlord was on the phone for 2-3 hours with them to sort it.
It's getting all worse. Previously, I was able to pay my bills, but now the payments of several hundred £ were taken from my card but didn't go through. I have no real proof of this and they are not getting back to me. Emails from my definitely registered email to them bounce back. Telephone calls take hours without any success. The chat is delivered by a chatbot and sometimes I'm connected to an equally useless adviser.
Please avoid OVO at all costs.”
“Run away, run away, you will br glad you did - shocking customer service - impossible to contact - uses Overseas Calls Centres to not solve your problems”
“Shocking incompetence. Claimed we had an account when we did not. We have NEVER had an account with as proven by Opus Energy, our supplier. You data scraped from the electoral role. Also for gas when we have no gas to the building. You don’t listen and issued a debt judgement which affected my credit. We are in the process of suing you for damages, harassment, interest and legal fees. You don’t seem to care but l am assured you will. Media involved.”
“I have never, ever dealt with such an incompetent, lying, deceitful company in all my years, and I aint no spring chicken !!! Transferred to this bunch, even mentioning there name makes me ill, in September 23 from SSE. After 5 months of continual non reply E mails, phone calls, no promised reply phone calls I actually received a bill, yes a bill. They had been collecting my extortionate monthly direct debit since September but were unable to produce a bill due to " Billing Department Difficulties" . Luckily I had noted precisely what I had used and what I was due. Funnily enough, after moving to a different supplier this week they produced 5 months of bills, absolutely beggars belief.Now, after the switch to a new supplier I have received an E mail from this lot saying I have cancelled my Direct Debit and to re-instate it !, think not. After a discussion with my bank, turns out it was this shower of idiots cancelled it !!!! Could this be a ruse so that my credit monies are not paid back to me in 10 days as stated because they have no bank details ? I have E mailed the facts to OVO and advised them to think again very carefully, I am employed as an official in a Court of Law and they have until the 15th of April to refund my credit or battle will commence, please please please, anyone reading this or indeed any of the comments on this site, steer well clear”
“Ovo recently contacted me (after 2 years of not being with them) to tell me I owed over £3K because they got both my moving in dates wrong and my moving out dates wrong. They thought I was still with them. I'd cancelled my account and paid the final bills 2 years ago, and called to check this was all good and they said it was, and even refunded me £44 at the end of my time with them. So, they amend the £3K, but I'm still totally confused why suddenly they're saying there is roughly £350 still left to pay. I get contacted again and see the dates and some other information in this mysterious "final bill" still appear incorrect.
So I call multiple times, email multiple times (with no success, as I get told the email isn't registered to an account at Ovo, which just contradicts everything even more), and when I am lucky enough to get a response or through to them, I get told different information by different people. Two seperare people told me there is an error with this bill and to ignore it, while two other people tell me there isn't an error, yet still apologise that Ovo messed up my account closing procedure?
Anyways, after a few weeks of being essentially harassed with emails and texts telling me I have to pay this dodgy bill, I had a long chat with someone at Ovo who yet again said there was nothing I could do. So in the already horrid cost of living crisis, they took a ridiculous amount of money from me and had no empathy or accountability. No one bothered to investigate it or understand it, they just got very sturn with me.
I cannot stress enough how incompetent and disappointing Ovo's treatment of this situation has been, and how little they seem to care if you're a past customer as opposed to a current one apparently.
Avoid if you can, maybe you'll have a better experience, but I've never dealt with this level of gross unprofessionalism and, essentially, bullying.
I can see from other reviews, this is a common mistreatment and issue with other customers already. How many different kinds of disgusting do you have to be to ignore it over and over again?
Nasty of piece of work you guys are. Kicking customers when down. Hope you get your all your desired moneys”
