“OVO Energy is the worst energy provider I could ever possible imagine. DO NOT join with them. They set direct debits to more than double the amount of usage you use and have no interest in discussing with you to change it. I thought SSE was bad until I was handed over to OVO and cannot believe what a horrible money stealing fraudulent company it is. DO NOT JOIN OVO.”
“Unbelievably bad customer service.
Spent an hour on hold to get through to customer service, then the call handler put me on hold for another hour and then hung up on me. The website does not let me set up an account. Web chat position in queue is over 400. Ive been on the phone another 30 minutes in a queue. I have no power in my home. Truely AWFUL customer service.”
“Far too long to relate the appalling sorry saga. (And yes I am still in credit, as confirmed after an hour on the phone, but they are still after me saying it is a debit amount.) Like the other reviewers all I can say is stay clear of this company as you would avoid an Ebola ridden Gibbon ! They are not fit for purpose, and how on earth they became so big beggars belief.
My advice is go to ANY other supplier they cannot be as bad as OVO.”
“Wirst and rude company ever. And they are taking advantage if us knowing we can not change to any other supplier at the moment. But we will be back. And get a fuckin communication centre with people who can talk English”
“Unable to get through to a human on the phone, automated system gives you milliseconds to input your answers using the keypad, confusing menu set up with no number to press to pay for the bill using a card till you get through a second stage just by holding on as a 'vulnerable customer' or an emergency, clear as mud. When got through, Payment rejected as there was an issue with confirming the account/identity, despite me inputting the correct information. I know they obviously don't want people paying by card and would rather I use the web and direct debit to pay but I'm trying to pay on behalf of my elderly mother who isn't a fan of online anything. Also they switched from quarterly payments when she was with SSE to monthly payments even though their own website still says you can pay quarterly and the letter they sent specifically said it will stay as it was with SSE. Incidences of ignoring meter readings submitted and using estimated readings instead, confusing bills and excessive paperwork. Bills received a week and a half late (not postal strike) giving you a day or two to pay the bill before they send reminders, all in all pretty stressful to deal with and clearly not there to aid it's customers, seemingly more interested in deterring them from contacting them in any way for any reason. What a shame this was forced upon her, may have to look around for a different supplier, but they all seem a bit rubbish. Could they be ANY worse??”
“When we moved into our current house in Sept 2017 we joined Ovo and our first gas meter reading was 12611. In March 2022 our gas meter reading was 18449. Six months later I sent a new reading which was 18770. Ovo then sent me a bill for September based on an "estimated" opening reading of 8944 and an actual closing reading of 18770, claiming that in that one month we had therefore used 108,863 kwh of gas and therefore owed them £8,150. I emailed them the previous bills and meter readings recorded by them on my on-line account, these clearly showed the actual meter readings I refer to above. No response to the queries raised, only a request that I send them another photo of the meter. In response to the photo I duly sent (again) I received a request from someone else at Ovo for a picture of the meter. This cycle was repeated four times with the same request from four different operatives at Ovo, none of whom then emailed back to explain what they would then be doing to follow this up. I called and on each occasion the Ovo representative was unable to understand that billing me on the basis of an "estimated" opening reading that was far lower than any reading taken since we moved in could not be correct. On each occasion the representative couldn't find a record of the emails sent by me using their portal, or previous phone calls I had made to try to resolve the issue. I was put on hold for long periods of time and then cut off by Ovo on two occasions. I have however had several emails from Ovo urging me to both settle my "debt" with them and to increase my monthly DD to over £700 per month. I have complained but received no response. This issue has been caused by an error which is completely, and demonstrably, down to Ovo. Yet it is impossible to get them to resolve this. All they have to do is look at their own records which I have actually sent them copies of. The lack of accountability or care on their part is deplorable. Having read other posts here I realise that such incompetence is a common experience amongst their customers. I will be pursuing my issue via the Ombudsman. The evident reluctance of this company to address what is clearly a clerical error on their part makes me feel as if they are intentionally trying to steal from us. Don't open an account with them. If anything goes wrong you will find yourself without any help whatsoever. They do not care.”
“For 6 months i send gas meter reading on the 24 each month even photo of gas meter ovo saying issue with readings so just bill me for standing charge now saying trouble with gas meter its been ok with SSE for years what aload of lies from ovo---- ie its not a smart meter”
“I’ve been getting billed on the wrong meter from June since this incompetent company. I made them aware June and still they have not resolved my complaint and continue to bill me for the wrong meter! Ombudsman complaint raised 3 months ago and STILL this cowboy company has not contacted me or done anything to resolve this. I have over £1500 debt on my account that is not my meter.
Three years with SSE no issues what so ever 4 months with this company and it’s a nightmare! Avoid at all costs!!! Even British Gas would be better than this company. I think they work from a shed!! Worst customer service I’ve ever experienced! Cowboy company!!”
“Customer service needs to be trained up
They took my money to move the gas meter but never booked it in which caused me to cancel builder for months terrible excuses”
“I'm fairly sure that SSE transferred my account data accurately when they partnered with OVO Energy Ltd. But after six months of silence from OVO Energy Ltd in response to my many requests for account accuracy I've had enough stress, thank you very much. If a company consistently fails in the most basic operations, they cannot be trusted to continue receiving public monies. I receive statements requesting payment owed for non-existent accounts. Duplicate statements are sent each month...why? Is OVO Energy Ltd creating fictitious accounts to show an inflated customer base for some advantageous financial gains? With energy costs soaring this would be a good time for an Energy Company to gain a greater customer base by providing the best service possible to clientele. Never be so complacent as to think the general public doesn't pay attention to public ratings...pricing, customer service ratings, etc. I've telephoned...emailed and written letters to the head honchos offices. I've deliberately stapled the duplicate statements together (but not the payment cheque) when posting payments. Nada response from OVO Energy Ltd.”
“Awful company to deal with, they are still charging me 57p per Kwh of electricity nearly a month after the price cap has come into place. I have sent multiple emails and called them multiple times... I am always told I need to wait 10 working days. Meanwhile, I am haemorrhaging money. Disgusting. I have now moved to Octopus.”
“Ovo have systematically increased our direct debit despite being nearly £500 in credit. For the third time since we said our DD does not need to go up because our main source of heating is logs, they have increased again to nearly £200pm which we cannot afford and do not need to do. They are not taking calls and when I asked their Bot to put me through to a human I was told I was 201 in the queue! I actually have a job to do rather than spending all day on the phone to repeat the request we can already made. DO NOT PUT OUR DD UP!!!! You have more than enough of our money already.”
“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”
