OVO Energy - Bristol

James Sim

Just another bad energy supplier who has made so many errors and messed up my bills so bad it’s hard to put it all into words.

Considering I was with them for 8 days after buying a house this year, they are chasing me for £1400 worth of bills which are nothing to do with me! They were informed with meter reading when I bought the house, and all I’ve had is grief from them. I’ve got two different accounts, three different bills, and some of those are dated months before I even lived here?‍♂️

How can one company be so incompetent, for goodness sake, DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY.

Answer to corporate response given:

I reached out two days ago - your letters and web site say your open on a Saturday - but they too are wrong - your closed!!

I also sent an email but have so far not got a response!!

Another week - another request for more information from OVO ?

This is despite giving them everything they asked for to challenge their lies about “actual” meter reading they made up!

I sent them an email from my new supplier with the correct meter readings - they refused to accept these, despite already having been supplied them by my new supplier and them “losing them”.

I’ve now sent pictures of the new suppliers meter as they have asked for - it’s gone on for weeks, I’m a pretty switched on guy, it’s horrendous to think how they expect your average customer to deal with the utter incompetence they display. But that’s it, they try to win by complexity and wearing you down - I’d rather see them in court!

After 4/6 weeks of this - bearing in mind they say they will try to resolve things in 48hrs - I finally got this sorted. It was a total mess, and they were totally in the wrong and to blame, but took a huge amount of time to sort this, and made me jump through hops repeatedly getting information they all ready had, as the previous occupier told me of the grief they had with them also, so two different people and a new electric company gave them readings - which they simply did not believe!

Once again - DO NOT USE THIS COMPANY, their service is garbage.

Simon Caveney

Took £253.00 out of our account when we were paying £50 which was covering usage when I told them not to as I was £274.00 in credit with no gas used and low electric. I could be more understanding if I was in debt, but just to help yourself to extra money is very unprofessional especially when I asked them not too, so let this be a warning to others in my position., tried to change the direct debit online but they set it at £183.00 also never pick the phone up, it’s a shame there is not more selection of suppliers in this industry.

Spoke to OVO and received a full credit, they will review this going forward, thank you

Andrew Taylor

Have OVO boiler breakdown cover which includes yearly service. They send text 3 days prior to service and another day before then dont turn up at all. No call absolutely nothing. Totally peed off as requested day off work as nobody at home. Email sent and again NO reply! 2 days later a text arrives at 4.30 to say rescheduled for next day, bloody fuming!! alright for then to arrive when they feel like it. I suggest you stay away from this company as they have no customer service or respect the people who pay the bills. ABSOLUTE GARBAGE!!!!

Rory C

Requested a £326 refund from overpaying on my direct debit, was advised it would take 10 working days. After 10 working days money had not been received. After multiple phone calls to OVO where I was told it is definitely sent, I was repeatedly palmed off and told to contact my bank if the payment was missing. Eventually they admitted that the first customer service agent took the money off my account and never sent the refund! Wasted hours on the phone with unapologetic customer service agents in South Africa who were difficult to understand and definitely couldn't understand me at times. Their 'solution' was to send it again where I would have to wait another 10 days for payment, I don't have £326 to spare. Terrible customer service with every contact. I am now switching providers and not confident that I will receive the rest of the refund that I'm owed. Avoid at all costs.

I expect like everyone else I will receive a reply from OVO underneath saying they are 'sorry' for the experience and a link to their website, waste of time so don't bother commenting.

Update: following this incident I started the process of moving to a new energy supplier, after arranging to refund even more credit that had built up in my account, OVO told me that I should not cancel my direct debit, that the account would quickly be settled as it was in credit. I should have ignored this and cancelled the direct debit because days after the account had supposedly been switched over and 'settled', ovo took another £131 direct debit payment and THEN cancelled the DD! I have now had to phone them again to arrange this to be refunded and will have to wait another 10 days for them to refund my money. The customer service agent didn't apologise, didn't admit any fault, tried to tell me I should have contacted them a week before the account was due to switch despite me receiving emails from them specifically telling me NOT to contact them as it will all be handled, they also tried to say the reason my direct debit has not been cancelled was because the bank needs it in place for me to receive the refund that had supposedly been sent a week before, utter BS as direct debits have absolutely no impact on money sent from OVO to my bank account and now they are going to send the latest refund with no direct debit in place! Avoid avoid avoid avoid...

The Ghost That Walks

I just transferred AWAY from OVO after 9 months of failure, takes a few days to do automatically. They were threatening to send debt collectors in for the criminal sum...of £183. Probably cost more to hire debt collectors.
What if I was really struggling? Noticed an earlier review had mysteriously vanished....all reviews are transparent and real.

Kept on over estimating my bill, and trying to charge me for the previous tenant. Stopped my direct debit otherwise they would have taken hundreds.

Multiple requests to go paperless, asking them to stop sending me emails, texts, paper to hassle me to pay my £60 bill.

Told them they would be better of using AI , like Klarna, for customer service, it was just a pointless exchange of regularly correcting mistakes, ignoring complaints, at one point they offered me a bribe instead of complaining, I said no, they ignored the complaint, more than once!

Hard to find a decent company, had the same problem with Octopus energy.

Olha Chorna

This is the worst company and the worst app. Nothing works. Their app has stopped working since August. I called support, but it didn't help. You can't even log into your account on the website. It constantly gives an error message or that it is impossible to complete the request.

Jam

If you are thinking of joining OVO energy please do yourselves a big favour a look elsewhere. They will lie to you, miscalculate your balance and do absolutely nothing to help you. If you have an ongoing dispute like I have for nearly 2 years, contact the energy ombudsman and get them to deal with these crooks on your behalf. They regularly breach industry guidelines and are completely predatory in their approach to dealing with said issues. If you are reading this review and considering having them manage your energy, run a mile in the opposite direction! Complete and utter joke.

Niamh Murphy

Rudest customer service. Sent them 7 emails within a month with no reply. Even though they weren't supplying us with enegery, continued charging us and ignoring us. We called up and got verbally abused by one of the staff. Had to do a bank query to get a full refund. Absolutely disgusting business, no point contacting them unless you want to be ignored or harassed.