OVO Energy 

I had so much trouble with ovo. I switched and am now told that ovo have overcharged me and I should be getting a refund from them. Not holding my breath though!

We are not Ovo Energy customers and never have been. My husband was therefore surprised when on Ovo Energy inspector banged on our door on 26th March. The inspector stated that an unidentified Ovo customer had complained that they were paying too much and suspected a case of meter confusion with a neighbouring property. He demanded access to our meter and insisted on entering our house. My husband, who is a pensioner, then had to remove our glassware and kitchen shelving in order to unscrew the panel in front of the meter so the inspector could examine and photograph it. The inspector then knocked on 3 of our neighbours’ doors, none of whom are Ovo customers, and was admitted by 2 of them.

I called Ovo to complain about the incident and was transferred to a call centre in South Africa, who advised me that they dealt only with customer billing enquiries. When I asked to speak to an appropriate person, they put me on hold for 15 minutes. They then said they had “registered” my complaint, without having obtained any details about date, location or parties involved. My elderly neighbour also called Ovo to complain after letting the inspector in, and Ovo confirmed to her that he was an Ovo representative.

I emailed Ovo’s complaints department and received a response from Eleanor in their “feedback” department. Eleanor stated that in order to investigate the incident she would need my address, which I had already supplied in my email. (I guess reading isn’t your strong point, Eleanor!) She also recommended that I contact my own energy supplier, suggesting that the inspector had probably been sent by them! I am not sure why she thought my own energy company would be sending an Ovo inspector round to my property. (I guess logic isn’t your strong point either, Eleanor!) And finally she invited me to respond to her email if I wasn’t satisfied with her response.

I immediately responded to her email, per her suggestion, and received a reply from a different Ovo address, "hello" @ovoenergy.com. The email stated: “It looks like you’re contacting us from an email address different to the one connected to the account you mention” and directed me to email them from the email address registered to my account. Since I don’t have an Ovo account, this was an obvious impossibiility! Instead I replied to the email with “What part of I'm Not an Ovo Customer do you not understand?”

This generated a reply from yet another Ovo address ("help" @support.ovoenergy.com) in which they informed me: “Keeping our customers’ personal information safe is our top priority. That’s why we can only reply to questions from email addresses registered to an OVO account.”

The moral of the story is, don’t bother dealing with these clowns. And whatever you do, don’t let them into your house if one of their inspectors comes knocking.

For over a year, I have complained dozens of times on OVO Facebook page, emails to OVO and Trustpilot reviews about my 16 months of shabby treatment by OVO. I have been asking for more than a year for paper billing from the time that I was tricked by SSE in January 2023 into joining OVO with a false promise of a £50 energy credit. Both SSE and OVO claimed they couldn't give me the information because it would break data protection law. Although SSE and OVO were part of the same family each claimed the other was responsible for my billing. But at last OVO have decided to break data protection law and have given me the billing that I have asked for for more than a year.

They had my bank details which I set up a direct debit for £50.00 per month, and they decided they wanted to grab more, so they took out £250.00. Unbelievable! Literally Daylight Robbery. I can only imagine they're doing it to a lot of people including families. I'm fortunate the bank reversed the payment but with much stress, time and aggravation etc.. Beware people! these people are crooked along with our greedy politicians.

They make out that they care

Awful company to deal with. Over complicate things. Have been querying my bill regularly. When I raised the same query as I was still unclear they threatened to retract an £80 credit. Asked to speak to a senior person. Was told it's not their policy to escalate phone calls. Can't see any bills pre August on my online account. They can't tell me why. I have emailed at least 3 times asking for all my historic bills to be emailed to me so I can go through them. No replies, no acknowledgment and now threatening me with late payment charge.

Worse than vermin

9 OVOs engineers broke my 4 yo system and…
OVOs engineers broke my 4 yo system and then claimed my electrics were wrong. Facts of matter is they broke it and tried to run away. Their customer service is appalling. Their tactics to delay and prevent the light reaching the day are
Miserable. OVO = AWFUL disgraceful company.
I am on chemotherapy with 2 kids and after they left me without heating and hot water - I had to get a professional in to repair their damage. OVO have refused to pay that bill despite promising. They tried to claim it was an electrical Fault and therefore I wasn’t covered … but the professional discovered wires had been dangerously interfere with (3 in 1 live terminal and 1 floating about!) … they had also blown the fuse in the control panel.
This was 9 engineers that OVO had sent and this was the damage they’d done between them. The professional had to do detective work to sort the mess out. We were lucky to get him as we’d been abandoned late afternoon!!
As a priority customer (allegedly) I have never felt more violated and mistreated by anyone in my life.
I demanded to leave the so called home are plan and they we’re going to charge £200 to do so!!
It is now mid November and this has been ongoing with OVO since mid August. They deliberately confuse, muddy the waters - have no continuity of communication other than a well Orchestrated ability to incense and infuriate all the customers who complain. And there are A LOT - just check social media.
I believe that as well as lacking basic human decency there is no honesty about them. As much integrity as a jelly fish out of water.
They will deny and refuse to compensate what is right and there is even evidence that they do not cooperate with the ombudsman.
I am presently at “advanced resolutions” who are even more impossible to get in contact with and communicate to them the big standard “send you round in loops” department.
This is a shocking disgrace of a company and we should have more regulation to ensure these charlatans are brought to account, in this life for the pathetic excuses of human beings that they are…
Apart from that they’re very very rubbish.
Rant over
Shocking - no conscience
Date of experience: 17 August 2023

UPDATE

I was emailed twice today !
The first email asked me AGAIN for the invoice the professional charged me to repair all the damage - I’d already emailed 3 individuals it. One would think that having had a “review” they might have come across it? Alas no.
The second one ignored what I’d asked for and tried to narrow me down to the cheapest recompense they wanted to pay … another tactic
By being impossible to communicate with they always claim how supportive they are in their insubstantial emails before disappearing again into the ether …
The phone number I was given - a different one this time - did t lead to the same waste disposal System as previous …. This time after having to put in a lot of data - 1 person asked for more data (when I got him) - the other too -
Both passed me onto my “case handler” .. allegedly
a) first time was a mailbox that did not take messages
b) I was promised the case handler would call - guess what - they did not ! This is the second time they’ve done this with this particular person.

Angry doesn’t even begin to describe now I feel.

Monday,16th October I top-up £43.00 for my smart meter electricity, to my shock it lasted 12 days. Saturday, 28th October I had to of course put more money on, so I top-up £40.00. That only last for 7 days. So, again on Wednesday, 8th November I top-up £30.00. That only last for ONE day. On Thursday,9th November I checked the balance and to see only £9.80. How can that be? I called Ovo, and was told it's chargers that I hold so they taken all of £30 because £11.38 was there. Thursday, 9th Nov I had to top-up and put o £20.00. Since I decided to switch to pay as you Ovo charge me for ever top- up I do. That why £43, £40, and £30. is not going on my electricity, it's gone all to Ovo. I feel so ripped off. On Thursday,9th I called Ovo, he said: I my balance is £66.66. So on Friday,10th I decided to check my balance and there it was only £25.39. That mean Ovo as taken £41.27. Unbelievable. In the space of three weeks, I have top-up in total £133.00. How ripped off is that!? I called Ovo and she did not say her name. She put the phone down on me.

I am writing about my solar panels and the payments I receive. SSE switched my account to OVO without my consent, but I have to live with it.
Ovo witheld payments for a year, despite having the readings submitted, and when the did eventually pay out, they paid four equal payments instead of the energy that was accumulated. That was some while ago but was eventually sorted.
NOW, however, my meter in the cabinet outside, went wrong and although I have had a new meter installed and photos sent to OVO they have not registered it. I cannot get the money that was lost before despite giving them the reading from the meter in the loft. and I can't input the reading from the new meter because they haven't registered it. You just get fobbed off with standard response emails, and nobody addresses your problem.
I had many happy years with SSE, but OVO are absolutely useless. If I could leave them I would.
Reading reviews from others, it seems their energy supply teams are awful too! AVOID at all costs if you possbily can!!

If there was a no star rating that's what they would get absolute joke of a company had a dispute since I had a smart meter fitted last October after winning my appeal with the ombudsman my account has still not been rectified and even though my case is still open with the ombudsman still had the cheek to send bailiffs to my house while at work saying they have come to change meters when I got to speak to them they said balffs shouldn't of come as my complaint is still on going 🙈 but they sent them couldn't run a bath

Switched from SSE (had no choice) meter now doesn't except pre-payment (presumes we have bills), can't create online account or on the app, have no pre-payment card, temporary codes don't work! And can't have an engineer out for another 7 weeks!!! Shocking, stay clear

I recently moved address and have a key meter at new address. I have never dealt with a key meter before. OVO is the provider. The property is a tiny one bedroom bungalow/cottage. They are firstly seriously over charging and secondly I have serious problems with there key not transferring money onto said meter. This has been ongoing now for nearly a month, they eventually sent an engineer who said the key was faulty and gave me a new one which did the exact same thing. I now only have £2 left on emergency which will run out today. I have made numerous calls to there customer service who have done nothing. I requested to speak to a manager and was told it would take 48hrs for a callback which is up today and still no call. I am disabled and on the register, I cannot do without electric. I am now being ignored by this organisation and will very soon be without electric through no fault of my own but through there appalling customer service and sheer disregard for a vulnerable person's safety along with refusal to deal with there issue. Where do I go from here? Surely this is not acceptable practise?
You also cannot get hold of anyone at there head office.

In desperation I have passed this matter onto my local MP. Since November 2022 I have been trying to have my 16 solar panels on my roof transferred. Initially, we could not get hold of anyone either by phone, email or letter. Eventually in February we were emailed a form which we filled in straight away and dated. They want to register the date of my signing the form as the date I owned the solar panels. We know, for a fact, that the previous owner was paid up until August 2022, so where has all the payment for the energy our panels have provided gone for one year? All of the Senior Management ignore us and we have now had Final Reminders sent through the post for the energy we have used which we are refusing to pay until we get paid for our contribution to the Grid. When you do manage to get through on the phone, the response is under-whelming. You may as well speak to a robot. At least a robot can understand English. Senior "Management" just ignore you.

As they have requested I have sent an email to OVO asking them, yet again, to pay back the money they are holding which is not theirs. Surprise surprise I received their standard reply in which they say they are receiving a higher than expected number of calls and aim to get back in touch within 8 working days. Same old excuse. I have told them repeatedly that I want this issue resolved now but they take absolutely no notice. This is extremely poor customer service. Correction there is no customer service. When is this company going to address and deal with the issue I have raised?

Absolutely non existent customer service. Been with Ovo for a few years never had any problems, until I needed to contact their customer service dept. Disgusting response from call centre, no response at all from complaint dept.My advice AVOID!!!

I have only been with them a month and they want to triple my direct debit amount. There terms and conditions state they will look at dd payments after 3 months. I wish sse had never transferred my account to them. Avoid at all costs they are cowboys. I'm going to cancel my dd and pay at the end of the month for what I have used

Having moved house to property supplied by ovo energy we tried to switch to British gas our previous house supplier ovo blocked switch for 3 months due to previous tenants bill we have contacted them several times but they keep blocking switch case on ombudsman at moment would advise not to use this company very poor feedback from them sent them link to previous tenants death

following a negative post, Customer Service have tried very hard to make me happy and have succeeded.