“I've had nothing but trouble trying to close my account with OVO and settle the final bill, and my situation is still ongoing.
Despite calling in on the day I left the property in question with final meter readings when the final bill arrived 6 weeks later they had failed to use the reading supplied and massively overcharged me.
When calling in to resolve I was told it was going to take a further 6 weeks to generate a new bill. At that point I asked for my call to be escalated, but the manager at the "Apollo" team was unhelpful could do nothing other than start a complaint for me.
Of course I've heard nothing from the complaints department, no emails, no phone calls so I have no clue what has happened there. A further phone call the next week where I finally speak to someone who is able to comprehend my frustration ends up with me being redirected to the "Apollo" team again. They promise to follow up with the complaints department, re-record my meter readings yet again, and promise the billing department is going to be able to resolve in 3 working days. In the mean time none of my emails have been responded to other than by an automated response.
Three workings days later and I have a letter through the door, half of the final bill, which while it does finally mention one of my actual meter readings continues to estimate beyond when I left the property!
I call in to OVO again and the most helpful part of the experience is being recognised that I have a complaint by the robot and discussing my complaint is moved to key 1. The representative I speak to now tells me it's going to be 3 to 4 weeks before my final bill is sorted, and they still have no idea why my complaint hasn't been addressed and no-one has contacted.
Now it's 24-48 hours before a manager might get in contact when I ask for it to be escalated - but going on OVO's current track record I imagine I will be calling again later this week for another round of ineffective attempts as resolving the situation.
I just want to pay my final bill and draw a line under the situation without being overcharged hundreds of pounds. To add insult to injury, they are holding the account at the property hostage and not allowing the owner to take control of an energy account, or allow another company to set one up until I pay my final bill, leaving two customers in the lurch for the price of one.
If I could have sorted this all out online I would, but I also happen to be one of the OVO accounts stuck in limbo and unable to access any online services.
Absolutely abysmal customer service and I will be recommending all to avoid OVO.”
“I've complained to them many times about my bill and about how I can't talk on phone due to health difficulties, each time I email them I say please don't ring me, email me and low and behold they always send a message saying they tried to call, I have complained and they always send an email saying they've closed my complaint without ever resolving it, it's like talking to a wall, infact a wall would probably understand more than they do”
“Have spent hours trying to get into my electric account Lost count how many times I have put my ID & password The app I have says doesn’t support complex meters !!!? What is that ??? Also To get a better app your telling me to get a smart meter”
“You send my yet more threatening letters with no option to pay unless it's Monday to Friday when you can be bothered to man telephones.
This is yet another example of your penny pinching leadership and greed.”
“Wouldn’t accept meter readings even with photographic evidence backed up by rental company. Would only used their estimates based on previous tenants and actually went as far as instructing debt collectors. Staff were unhelpful and rude. Matter only resolved by ombudsman at which point my reading was accepted I received a written apology and £100 compensation. Avoid this company at all costs”
“Absolutely dreadful company. Have given me 3 separate bills for 1 month for 1 set of utilities. No one has a clue what's going on yet threateningly legal action if I don't clear all 3 bills. Ha! I've paid the one on my app but neither 1, nor the call handlers have a clue what the other 2 bills are about.
Managers are apparently customer facing. Utterly useless company.”
“I paid £158.25 to have isolator switch installed. On booking, I was told I would have to pay a £30 penalty if I was not available when the engineer turned up. I was given a date.
On a couple of occasions no one arrived, so I put in a complaint. I was told I would be paid compensation at £30 per missed visit, and my £158.25 would be returned to me.
OVO apparently credited my account. I explained I wanted the money in my bank account, and was assured it would be. We are going into the third month now, and several emails have been ignored, several promises of call backs have not been fulfilled.
I am living on a pension, the stress is incredible, and I am suffering mentally, unable to sleep because of frustration and worry.”
“Avoid like the plague. Incompetent customer service. Overcharged. Ombudsman intervention required ... twice!
I had a leak after my meter, as SGN confirmed. This resulted in my being charged four figures worth of gas which was not in fact used. Ovo flatly denied this, despite my and SGN's evidence to the contrary. Around 8 months of incompetent customer service followed, culminating in my having to make a formal complaint and going to the Ombudsman. Predictably, the Ombudsman was appauled and found in my favour on all points, required Ovo to apologise, compensate and refund. Of course, I've now spend 16 days trying to get that refund and Ovo's customer service is get again wholly incompetent (e.g. offering to refund the credit in my account, which is my money, rather than actually giving me the money they agreed with the Ombudsman they'd pay me). Ever email which comes back from customer service appears to willfully misunderstand the situation and fails to move anything forward. So I'm back off to the Ombudsman again ...
I don't know what's going on - whether the staff are overworked, incompetent, or there's a deliberate policy of ignoring the substance of customers complaints and/or gaslighting them, in the hope that they'll give up. I'm not such a customer, but I've wasted days and days of my life on this, which has not been adequately compensated for.
I will of course be leaving them.
As at 7/5/2024:
- despite multiple chasing emails from me (including most recently emails to the CEO and Board's complaints team) and chasing via Whatsapp, Ovo still has not refunded me (c. £3k due) nor engaged in any substantive correspondence to move the matter forward.
- the main remedy, agreed by the Ombudsman in 2023, being the compensation for overbilling, remains outstanding; and
- no further goodwill payment has been made since to remedy the ongoing inconvenience.
- they've failed to address the outstanding issues, or substantively engage.”
“Had a bill to pay was paying what i could as i am on benefits and disabled got a letter saying they would pass my account to a debt agency that got me p off so told them never threating me again they send letters out dated say on the 17th you get letter on 24th then it say's from the date of the letter no bloody way it's from the date i get the letter i have told them if a agency comes round they will not get a very warm welcome i was on SSE but a deal was in place with OVO never asked me bunch of idiots and that's been kind cannot say what i think to rude.”
“Ovo is useless I asked citizens advice for help they emailed me a from to fill in for ovo at the end of the form it asked u when u would like to be contacted I said Tuesday afternoon that was a month ago I got told someone was gonna call me and talk about the form I filled I month later im still waiting and they have the cheek to still send me emails and letters about my bill that I told them I needed sorted what is worse another company wanted to basically pay the off and they didn't even except that so I'm literally stuck with them”
“The OVO website is awful and so confusing. I am website developer and this is one of the worst I have ever seen. At one point I couldn't even make a card payment for 3 weeks. No one at OVO seemed to know about it when I called them. I am sure there is something wrong in their bill calculations also. The previous company was so much better in every way.”
“TERRIBLE CUSTOMER SERVICE
AS A LANDLORD TAKING OVER A VACANT FLAT I MAY AS WELL TALK TO THE WALL, HAVE TO SET UP A ACCOUNT WITH THEM BEFORE YOU DO ANYTHING AS ITS ON PAPER BILLS IT STANDING CHARGE ONLY BUT GETTING NOWHERE SO SIMPLY MOVED TO A DECENT SUPPIER”
“Had problem with smart meter. OVO guys were brilliant. Got it sorted within a couple of days. I found everybody I dealt with were very polite and helpful. Well done. OVO”
“The standard evergreen tariff plan you yourselves would of been on with SSE who themselves now who have full control at OVO energy themselves for using their own gas & electric from themselves.
from midnight last night on the standing charge fees themselves who have being set by ofgem themselves to these by telling themselves the standing charge fees are to go up on on both sets of metres from today for using the gas & for using the electric to in your own home and businesses from today by £19.50p per calendar month just for energy & for using the gas to at £10.50p per calendar month to on it own for standing charges for not using anything at all inside your own property from today. 👀 😡
(C)”
“Worst company I've ever dealt with . still waiting on a resolution after a year .no further forward, wasting time on fone calls and no replies.im not alone reading all the other similar complaints”
“I had a problem with my electric key this morning. Eventually got through to Anela . What a lovely lady and so helpful. So patient with me being an older person and not technology informed!! Give her a meda”
