Ovoenergy 

UPDATE No.3 Spoke to GORDON WHAT A STAR!!!
HE INVESTIGATED EVERYTHING TALKED TO THE RIGHT PEOPLE AND CAME UP WITH ANSWERS,ACTIONS AND TIME FRAMES.
WELL DONE..WATCH THIS SPACE.

UPDATE No. 2. Rang again got through promptly.
UNFORTUNATELY THE DEPT. I NEED THE PHONE LINES ARE OUT. SAID THEY WOULD GET THEM TO EMAIL ME. WISH I COULD CHARGE MY TIME BACK TO OVO. THAT WOULD REDUCE MY BILLS.

UPDATE No.1 ACCOUNT NUMBER FOUND ON OVO EMAIL...BUT OVO ONLINE DO NOT RECOGNISE IT...SO RANG UP AND GUESS WHAT THEY DONT RECOGISE IT!!!!!
Then i was cut off.
You could not make this up...so much technology and so few competent people. Welcome to the brave new world.

SSE/OVO LOST MY ACCOUNT.
FITS TRANSFERRED FROM SSE TO OVO.
OVO SENT EMAIL ASKING FOR A READING.I HAD A QUERY BUT OVO SAID I DID NOT HAVE AN ACCOUNT WITH THAT EMAIL ADDRESS!!?
SSE SAYS I DONT HAVE AN ACCOUNT WITH THEM.
EMAILS TO CUSTOMER SERVICE OR COMPLAINTS ARE ANSWERED WITH COMPUTER GENERATED LETTER SAYING WE DO NOT HAVE AN ACOUNT WITH THAT ADDRESS. NO PEOPLE AT OVO TO ANSWER QUERIES.
NOT FIT FOR PURPOSE.

I send monthly meter readings for Electric and Gas and pay with bank transfer get a bill a few days later but still send estimated bill for gas was asked to send pic of gas meter wich i did a few months ago ovo said thanks will send to billing dept and sort out never botherd stil estimated bill give up not going to pay anything till l get it sorted wonder what mess up they will make when we get help with energy bill

spoke to ovo this morning to pat over a meter reading fault she seemed efficient and helpful

If I can give negative stars I will do so.
It has been 7 months and my account has not been set up right.
They typed my name wrong, then my meter numbers, then they put me in the wrong address on their system. And everything becomes a mess because of this.

After 6 months they finally put me in the correct address, they try to increase my direct debit every month even I do not use that much. I have been using less than 35 pound of energy every month and my direct debit is set as this amount as well, and my account balance is positive as well.

But they try to increase my direct debit to 80 pound every month, and I have to spend another half an hour to 1 hour to ask them to set it right.

They always give some stupid explanation, like in May one of the customer service said the system predict you are going to use heater in the following months, I was like it’s summer dude, and is another company who is responsible for me heating. And another customer service asked do I have mental health and do I have problem paying the bill, you made a mistake of charging people and now your questioning people couldn’t pay this? What a joke

This is literally the worse company I have ever deal with, and I feel like just try all kinds of different method to take your money.

It's not possible to communicate with them. The text chat asked me to put my details about 5 times and I do but get nowhere - if I am 426 in the queue what am I meant to do? - The call handlers when I waited to speak on the phone were clueless, they have no idea what's going on and 2 just cut me off. I do need to contact them but it's just not possible

I would rate this 0 stars as its absolutely the worst company I've ever had dealings with. The left hand really doesn't no what the right hand is doing. Know one speaks English they put you on hold for not just one hour but three.

I would never have chosen OVO. I was automatically ( no say) switched from SSE who were nationally based. Rang OVO cannot hear as phone line crackling all the time. Not advisors fault. What is happening ? Suddenly forced to pay monthly ( no say) and no bank details on the paper bill.

Absolutely shocking over 40 mins wait on the telephone and still no response. I was responding to the direct debit review where despite the fact that I have A SMART METER for gas and electric and despite my house not currently being occupied and despite my account being in credit. They want to move the DD from £114 to £150. On what basis I am not using electricity or gas at the moment. You can see what my consumption is you know that I only need to pay the standing charge or are you saying that the standing charge equates to £150 per month. I have been transferred from SSE to you, in actual fact you have no right to my custom, certainly your approach does not in any way reflect your brand sentiment. You are nothing short of glorified short terms lenders, outrageous !!! These organisations should be referred to OffGen and banned

Impossible to contact anyone.
I have spent nearly 3 hours either on hold on the phone or waiting for a response on the online chat.
I want to discuss my direct debit amount with someone..

I have just responded to an email sent by OVO on 2 September titled ‘Let’s bring your account back on track’. This bearing in mind my account is currently £645.59 in credit and I am currently paying £145 per month.
My recent monthly bills look like this
13/06 – 12/07 + £64.68 13/07 – 12/08 = £59.85 13/08 – to date = £41.41

To bring my a/c back on track OVO were proposing an increase from £145 to £182 per month.
My a/c was moved to OVO from SSE in June 2022, when SSE became part of the OVO ‘family’. Given the experience I’ve have just had I would hardly attach the friendly term ‘family’ to OVO.
Initially I was advised the dd could be reduced by 5% to £171 per month. I said this was unacceptable and at this point in time I was not prepared to pay any more than £145 a month. A compromise was eventually reached at £148 per month.
My request to have interest paid to me at a commercial rate on my credit balance fell on deaf ears.
I was then read what almost amounted to veiled threats as to what would happen if I did not reduce my consumption by 15% a month, including that other contracts with OVO might not be available to me in the future.
For families experiencing real anxiety about meeting their energy bills this winter, this is really the last thing a customer needs to hear.
This statement below is from OVO’s website – quite honestly I can’t relate to this statement given the phone conversation I’ve just had.

"We’re here to support you
Here’s the latest information on rising energy prices, and how we can help."

I’m sure the in excess of 30 minute wait I have just experienced on the telephone is part of a cute marketing strategy to make customers hang up and just accept outrageous and swingeing increases on their energy bills. The telephone line was also of a dubious quality, with the conversation breaking up – another ploy so you don’t get the full gist of the conversation.

Waited on telephone for over an hour without an hour. waiting. Changed without consent to ovo from SSE. Meter is for a caravan which uses only a few units a year. They have said we are going up from £19 a month to £130. Seven times our usual payment!
Poor people working for some greedy oligarchs! The telephone receptionists will be paid so little to put up with the peoples' anger...

I have just received a bill for £2.666 for one month. I live in a two bedroomed bungalow and my usual bills are £60 - £70 a month. Can't get through to any of the numbers OVO supplied. Answerphone said they had shut early!! Last time I called they had shut because of an emergency. What a load of rubbish. I am 76 years old and very worried. I want to change to someone else but who is going to take me on when it looks as though I owe OVO money. I have paid all my bills, got the ref. numbers and names of anyone I spoke to. They say on this latest bill that the electricity meter was read which it definitely was not! They also say I owed money fro June - July which I don't - I keep everything relating to my experiences with this awful company. Tomorrow if I can't get through to them I am going to contact the Ombudsman. They are the worst company I have ever come across and the only reason I have given them one star is because I couldn't write the review if I didn't. Ann King

Haven't been with OVO long, as transferred from SSE; However, experience so far not great. They've upped my payments by £200 a month, with a 2 week notice period! - even though I'm currently in credit - and I can't seem to do anything about it. I can't get through to their call centre - tried 3x, over 1 1/2 wait each time - and their website will not allow any adjustment of d/d. I understand prices are going up, but expecting an extra £200 with almost no notice is completely unreasonable. I'll have no choice but to cancel my d/d.

Never answer the phone, ignore complaints, useless web and app sites.

Where do I start, this company is a shambles. I moved in to my small 1 bed bungalow in April. Gave them readings. Each month they are trying to say i am using over £300 a month electricity. Now I have my smart meter fitted since 29th July it is giving correct readings of around £60 a month I have rung 4 times to try and sort out this mess and nothing gets done. The person I speak to agrees the old readings were obviously wrong and they say it will get sorted but never does.

Moved to ovo energy from SSE received an email today to say my DD is increasing I am currently in credit for over £700 Been on hold for over an hour and gave up what a shambles of a company. I can manage my own money so when I see my credit going down I will have the foresight to increase my DD myself, I do not need anyone else trying to manage my budget for me !! Imagine the interest they are receiving for all the accounts that are in credit

Upping direct debits even though it will leave them owing me money but won't pay interest on this unofficial "loan"

I received an email today stating that my DD will increase from £200 to £311 as they have estimated that I will be short by £1400 in the next 12 months even though I am in credit £900!!! I was on hold for 2hrs and when I got through they have simply put the phone down on me. Will be doing the switch asap

The worse company ever. I put a star because the option of putting a quarter of a star is not available. I have been transferred from SSE to OVO without my consent. I have been asking for a bill with my meter readings since Nov 2021, wow, last week I received one.... Don't get exited, hold on please the estimated readings received in Nov 2021 are higher than the one I took last week. On top of that they did not care about my email I sent them last week and I received on Tuesday a letter from the recovery debt company hahaha.... what a joke
I called today from the complaint department, they confirmed they received my email. I asked for an update they did not have one. I asked to speak to a manager, the answer the managers do not take calls...
I asked to pay my bill they rudely transferred my call and I have been on hold for more than one and half hour...

Beyond ridiculous! We were transferred from SSE. Since OVO began issuing their own monthly bills it has been a complete shambles. We have received three separate emails (since July) from their Collections Team (from a 'do not reply' email address) stating we owe them money when we don't. We created an online account with OVO and have paid all three of the monthly bills received from them within a day. The account clearly shows this to be the case. We have a smart meter and the readings are automatically updated on the account. My partner works away from home and has twice given express verbal permission to OVO for me to deal with the account, which is in his name. I was present on both occasions when OVO rang in response to a written email complaint and he just happened to be home to answer the call. I heard him give his express permission to two separate female members of staff on the 2nd of July and 2nd of August respectively. We recorded the second call from a lady named Simone and gave full details to OVO Complaints. Clearly, although they record calls they don't listen to them before trying to deal with complaints. OVO rang again today and when I answered, asked to speak to my partner. I explained the situation to the hapless soul - Tom (who may have been on his first day) and he referred it to a supervisor who didn't deign to speak to me but advised Tom he couldn't either. This whole situation is totally kafkaesque. Speaking to OVO is like living Groundhog Day.