“Just received a new bill for January with estimated day and night readings. Which is fantastic as last year I spent 6 months trying to get a smart meter fitted to replace an old meter that had dual readings, they fitted me a smart meter with a single meter reading in September 2022, so how the hell do I get billed with estimated readings from my old meter (serial number of my old meter is shown on the bill) when it hasn’t been in my property since last year, I’ll tell you all how, since OVO took SSE over they are now a very disjointed company with a call centre not based in the UK who have absolutely no interest in sorting out any issues that customers have. This has been partly driven by the allowance of greed within the industry to go unchecked and mostly because these days nobody is ever held to accountable. Well if they do manage to sort it out (6 months time I suppose) maybe I will finally have to shop elsewhere. New customers be warned.
Oh and don’t get me started on the £1500 of credit they are carefully looking after for me for the Gas I haven’t used. Bring back Swalec”
“This is the worst company I have ever had the misfortune of dealing with. There is something seriously wrong with the people that work here - they will drive you crazy going over the same topic thousands of time over many weeks, and each time they will contact you again with the same issue, and claim no correspondence has been sent. They gaslight you, and ask you to do THEIR job for them in trying to solve problems THEY caused. They have mixed up my meter with my neighbour's, and after multiple phone calls, many emails with repeated photographs of my gas meter, multiple readings submitted of my gas meter, they refuse to change anything and resolve the issue. On the phone they say they will sort it out then seem to go away and disappear into the ether and nothing is done, and you are back to square 1. Avoid like the plague if you value your mental health. They have caused me endless stress and still the problem is not fixed. Seems like a systemic issue, judging by other reviews who report the same issue. Worst customer service EVER, hands down. AVOID, AVOID, AVOID.”
“Hang up on you 3 times .. increase direct debit when you are in credit.. make up usage you have not used… I was with SSE for 15 years .. I will be switching from this greedy lying company as soon as I can.. AVOID”
“Incorrect meter reading back in September 2022 sent me a gas bill for £6000 in one month. Lost count of the number of calls made to try and resolve and still no closer. Ever time speak to agent told no manager avalible can see not correct escalated as a complaint will here in 3/4 days, escalated as incorrect reading when will someone actually contact me. Avoid at all costs a company shouldn’t be able to treat people like this final straw was yesterday where I had an email stating because I hadn’t been in contact they had now increased my direct debit to over £1000 pound a month tried calling yesterday on receipt waiting 2 hours and then the line went dead.”
“I am going through a complaint with them at the present time. I was an SSE customer, for many years, who was migrated over to Ovo energy. I never had a problem with SSE billing and always paid anything owed to them, correcting any estimated billing if it wasnt near the actual usage, then a correct bill was sent out from SSE.
I can honestly say that I've never experienced a billing system like the one I'm receiving from Ovo energy. They seem to be moving their estimates around from month to month. Ive never had DD with my energy company and I pay what I owe to the energy company when I get my bill, and I would advise anyone who can to do the same. Bills from Ovo are messy, inaccurate and really difficult to understand. They are monthly instead of quarterly for me me now.
I implore anyone who is having any difficulty understand these messy, incomprehensible bills to complain until the complaint reaches the energy ombudsman. Ovo has already been fined 8.9 million in 2020 for inaccurate, complicated billing. They need to change their billing system ASAP so it is more transparent and accurate.”
“AWFUL COMPANY CHANGED A METER LEFT ACCOUNT UP TO NOW 13 days without hot water or heating. Small baby in the house 2 hrs to get through to them, 5 days to get a response to a complaint email still no hot water or heating”
“I’ve been with SSE for over 10 years never a problem now ovo took over keep sending high bills to pay I’m so confused even looking at the bill I don’t understand anything contacted somebody a month ago they don’t seem to know much. Looking at the bill nothing makes sense.”
“Our tenants are out of power. The meter wont accept new credit. held forover 2 hours on the phone - and then operator hung up on me. They are absolutely useless. We are in an emergency situation but they are VOID OF CARE!!!!!!!
Avoid OVO / Boost. Criminal business.”
“Dreadful company. Impossible to get through to them either on chat or by phone. I have now switched to another supplier and they have {deliberately I'm guessing} given my new supplier the wrong readings. I've just tried emailing them, to be informed that they are no longer contactable by this method. Avoid like the plague!”
“Real score is more like minus 5 stars
Cancelled direct debit last year after unsuccessfully trying to negotiate with them over their heavily biased computer algorithm direct debit amount became ridiculously high and would have maintained a stupidly high credit balance which everyone knows they use to trade on....I pleaded and suggested a reasonable amount to preserve my cash flow and the South African call centre couldn't or wouldn't help.
The shamless lies they have told me to date and then either deny it or if its in writing they simply say its a misunderstanding and the advisor didn't mean that or shouldn't have written it!
They are just milking the current energy situation.....unmitigated bathcubes!”
“Despite several emails I get a reply saying due to weather conditions there is a delay in response????
The full amount is being taken by direct debit each month yet no refund as government promised. SSE did this automatically. No response from OVO. Who I have been told are not a good company. OFGEM Should look into this.”
“Received a bill today with instructions to send cheque to one address but the address on the enclosed envelope was a different address so attempted to make an automated telephone payment but was given a different amount to pay than was on the paper bill so phoned customer services to try and get some clarification, the person i spoke to was'nt sure which was the correct address and tried to give me a third address to send a cheque to then i was put on hold whilst he sought help, then came back and asked if i could make a card payment over the phone for a different amount than was on the bill i had received by post a few hours earlier, after some discussion agreed i could pay the amount on the paper bill which i did,was then informed that they may pass my details on to a debt collection agency if i got into debt with them, this after i had tried to pay my bill within hours of receiving it. I did not join OVO they took over SSE who i had been with for over 20 years with no problems since they took over nothing but problems. Awful awful company”
“OVO Energy - Utterly woeful customer service. I stopped using the direct debit service for Ovo when my account ended up over £2k in credit as a result of the company's direct debit algorithm acting in the company's favour. The company is now pursuing/harassing me for a £71 debt, despite my account being in credit. It's impossible to logon to the OVO website as the password reset mechanism does not work, the company never answers the phone and letters disappear into a black hole. I am at my wits end.”
“Avoid customer service is shocking they don’t care and are unhelpful
Claimed 3 payments 5 months ago didn’t go through I have winced changed bank so need to find a branch miles away ( which is why I changed bank)
£650 3 days after Xmas basically told to avoid this pay by direct debit
So more tactics to force customers to pay by direct debit”
“I have had ongoing issues with Ovo since transferring from SSE in 2021.
I have phoned multiple times re my dispute over estimated transfer balance and the reasons why I believe it is inaccurate. I have been assured numerous times that it would be addressed and someone would get back to me. In the meantime, my direct debits were frozen. I phone again afew months later and was advised that matter has been resolved/closed. I raised a formal complaint and someone left a message on my ansaphone inviting me to call back. No full name/direct line provided and I am having to revisit the previous experiences of phoning and being passed to multiple people who are unable to answer my enquiry.
If I was able to allocate zero star rating, I would have as that reflects my experience with OVO. I have literally spent hours on the phone attempting to get someone to investigate and explain matters relating to my account, all to no avail.
In my decades of being a customer of other energy companies, I have never had this experience. Ovo's processes and communication strategies in dealing with customers is truly shocking.
After raising a formal complaint, I have been told that no-one is willing to speak to me and that I need to raise matters with previous energy supplier”
“The worlds worse company, when you call from the uk, I don’t know which country it goes to, but the English is quite bad, I’m not too bothered about the language, you just can’t get in touch with the company, it takes hours, and they charge too much for pay as you go, I had so much problems with them it is leading me to depression, they don’t help you, and they did not put my £67, government energy help in the account on November, I’ve called them many times, no help at all, they keep on telling me to wait, this company needs to close down. I have children who are not well have have disabilities, the power kept on going of in the beginning due to some switch over, and their bill is too much, for a two bedroom flat, I had to use all my savings to top up, their is no help from this company, I have never in my life experienced such a bad service, I’m trying to switch now to my old provider which was so Much cheaper and because of these pay as you go meters I’m having problems, I’m stuck with any help from anywhere.”
