written by on 23/08/2022
I told Ovo Energy I was moving house. I gave them the final meter readings for my old home, and set-up a direct debit of £143 for my new home account. Two weeks later I received two emails each one saying Your refund will be in your bank within 4 days, each with different amounts. I rang Ovo, and their agent said, "there is a problem with your account, caused by the last agent you spoke too, but I will sort it out." She said I had to set-up my direct debit again, this time it was £235. A week later I noticed my online ovo account was saying there were no active meters connected with this address. I rang Ovo again, told the agent the trouble I was having, and he waffled on for about 5 minutes. I said "can I speak to a manager" he said "there are no managers on site" He said "I will sort it out and ring you back". I found out the problem was they had closed down both accounts. They never rang me back, but an email from them said they had set-up a direct debit of £235 for me. So nothing sorted, I can't even give meter readings online. Was this done to get more money from the direct Debit? Such a good company 8 years ago, but I wouldn't touch them with your barge-pole now.
written by Bigdw10 on 20/01/2022
Terrible company, please, for your wallets sake keep away from them, I Left OVO energy because the prices were too high, they owed me credit of over £60, over three months after switching from them and I’ve still not received the refund, if it was the other way round they would have taken legal action by now I’ve read about this happening to others on numerous reviews, so I’m not a one off here
written by Brady34 on 15/08/2019
UK energy should not be run by private companies. My acc was sold by economy energy to ovo, who then doubled the cost and refused to pay warm home discount or address complaints. The usual mix of bad automation and min wage call ctr staff. Profit over people. They're all as bad and won't stop screwing the customer til they nationalised.
written by Alani213 on 24/03/2019
I switched from BG on the 30th of Oct to OVO. Final gas read was 964. OVO installed a smart meter on the 20th of Nov and apparently took a final gas read as 1607 and billed me over 250£ for 21 days of use! I queried this and fingers were pointed to BG giving a very low reading of 964. It's a new development reason for the low reading. It turns out an error was made on Ovo's part, someone entered 1607 instead of 1007. I've been complaining of this since January and twice they billed me with the wrong figures.! No apology was given when I called this morning, fingers pointed again at someone else, this time "3rd party engineer" who Ovo claim sent the wrong reading. This is also factually incorrect. This 3rd party engineer took photos of the final reading. OVO misread this even when they had photographic evidence. I should've stayed with BG. I only left to save money but I've been fleeced instead. Thanks Ovo. Update. My 3 month gas bill, October 30th to 27th February, has now been revised from £311.99 to £110.50. I'm so glad I didn't give in, still no apology but that's alright
written by ukwoody on 14/09/2018
Increased dd from £76 to £180 pcm. They agreed to ammend it based on my reading and delay collection of DD for one month as I was well over in credit. Agreed DD was £83 pcm. Then received email trying to increase the DD to £160 pcm. You have to supply a reading every month on a set date. They will not rebill you two days later from your own reading. Been waiting over 6 months for smart meter and still cannot tell me when I will get one. Totally unimpressed and will move as soon as tariff ends. Never ever had this hassle with any other supplier.
written by Tilleyfz227 on 13/02/2018
I like many others found this company by Voltz and decided to give it a go as Voltz would arrange the transfer. All good until I received the following email from ovo. Just to say I live in a normal 4 bed house with my wife, son ,mother in law and 2 dogs. We have a normal size boiler that we only use in the winter(4 months). How we can classed as a large site beggars belief . Needless to say beware as this looks very much like a way of hooking vulnerable customers and then moving the goal posts. Dear ........ We’ve just discovered that your home is classified as a ‘large site’. That means it uses more than 73,200kWh of gas a year, which is the upper limit for a domestic property. As it costs us more to deliver gas that amount of gas to your home, you’ll need to pay a higher standing charge: If your consumption is between 73,200 kWh and 100,000 kWh, we’ll increase your standing charge to approximately £0.47 per day (excluding VAT) If it’s over 100,000 kWh, we’ll increase it to approximately £0.94 per day (excluding VAT) Once we find out exactly how much gas your home uses in a year, we’ll email you to let you know what your new standing charge will be. If you’re unhappy with the price increase, just let us know and we’ll stop the switch for you. Why wait for the info you need? Instead of emailing, get an instant answer to your question here. It's quick and easy to get information about all things energy and your account - just type in your question and get going.
written by JasonHoward1 on 11/12/2017
I switched at the end of September 2017 and gave OVO my opening meter readings as soon as they asked for them. I also gave IRESA my final meter readings as requested. It's now December and OVO still haven't confirmed the opening electricity reading so can't bill me. I can't get my IRESA account closed and a refund of £100 because they say OVO haven't sent them the opening meter read. OVO blame Siemens, apparently. Both companies agree I as the consumer have done what was asked of me. It's no wonder more people don't bother to switch supplier.
written by 390Middleton on 13/11/2017
This company seems intent on maximising the DD from a customers bank account regardless of how much evidence and actual, daily usage from SMART meter information is provided to them. The web-page facilities of 'adjust your DD' and 'get a refund of credit' provides only a means to INCREASE your DD no matter how absurd the OVO 'estimates' and 'refunds' are not automatic but subject to their whim. Multiple estimates on their bills significantly contradict each other and have absolutely no basis whatsoever - they are completely fictitious - pure bingo numbers. Their complaints procedure is so convoluted such that actual complaints to the Ombudsman are almost impossible to progress. Unbelievable that they actually included a failed DD payment on my final account, attempted AFTER my contract period ended, and AFTER they state that no money was actually collected - OVO were accused of false a/c-ing yet still would not remove the false entry on my final account. Despite what must have been a mammoth accounting effort to itemise every single entry for my a/c they still could neither identify what I said was a false a/c, nor could they be humble enough to ask why I thought so. Were I a Director of this company I'd be wanting to know why these bean-counters can't even tally the days in a contractual period - only a few quid in my favour but multiplied by the x,000's of customers equates to a few P45 as far as I'm concerned. My dispute with them dragged on and on and on and ... simply because their 'customer support' was so bad. And despite a 60 penalty for getting out before the end of my 1 yr contract I am now making a sensible monthly payment instead of a totally absurd one which I had no control of. I read on another website a comment which suggested they were short of money, and it's a comment I agree with - it seemed to me they wanted the big DD simply to use as their working capital, a very risky strategy for those with large credits in their bank a/c. My suggestions: check very carefully how much of YOUR cash they have in their a/c, demand it be returned, demand a sensible monthly payment based on ACTUAL readings, or better still, walk away.
written by 208Kirk on 10/11/2017
Tryed phoning ovo was on hold for half-hour listening to there music, only wanted to let them no was moving out my property will not be using this company again, just so hard to contact, my mistake by using this company
written by Angeline228 on 03/11/2017
I switched to Ovo Energy everything to begin with was fine. I used my prepayment meter card to top up the balance did not show on my account telephoned them i was without electricity and gas all day over eight hours. They could not see the payment i emailed them the receipt they told me it would take until Monday to read it. After several phone calls and me protesting i was told at 6 pm that i would be supplied gas and electric until Monday. Monday came still no phone call fron them i rung them at 1pm as my electric and gas went off they told me oh yes we have the email we will put it on. That was it i have since filed a complaint as my son who is a Diabectic type one was not able to cook etc and had to go to someone elses house to eat on Friday. Ovo showed no compassion at all not even an apology. Since i have filed a complaint nothing has been said so i will contact the Ombudsman now. Do not go near this company they are good at drawing you in,and are very much complacent because of their awards but the reality is they do not care about their customers at all. They almost ridicule you when trying to explain whats happened you dont need to use them there are plenty of good cost effective suppliers who appreciate the customers, without the awards.
written by AryannaDonovan9 on 09/10/2017
I was with Ovo but switched in March, they carried on taking my D/D for 5 months, even though they weren't my supplier, when I cancelled the D/D on 30 August, they sent me no less than 7 emails asking me to re-instate it, my account at this time was £373 in credit, after numerous calls to reclaim my money I have still not received it. I have been promised so many times that I would receive my money, there is still nothing, the various people I spoke to all said it would be with me within 7 working days, they just lie, as I say this has been ongoing since August, without success, I would advise anyone to satay away from them they are earning interest on my money and they are cheats. I would never recommend them to my worst enemy.
written by MultiplePropertyOwner on 26/09/2017
What a Company!! Customer Service offering is absolutely INCREDIBLE. Just switched 4 x dual fuel accounts from Brit Gas. Their Customer Service is so good, makes me want to go out and buy more properties, just so I have an excuse to call them again. If they're busy, they call you back without you losing your place in the queue ; their staff are unbelievable - awake; knowledgeable ; courteous ; professional ; polite and super efficient. This is a Company that makes sense of that statement I think was used in the old Gillette TV ads - 'I was so impressed, I bought the Company.' If you are sick to death of the horrendous service you get from your current Energy Supplier do yourself a huge favour - Move OVO to OVO.
written by saajb on 04/09/2017
I decided to use OVO as there were really good reviewed online about the provider. They claim to underestimate usage then triple the fees you pay. They also claimed we used the most gas and electricity in June and July...at this point we had not had the heating on for 6 months! Stay away at all cost!!!
written by on 12/07/2017
Had a problem, where my electric meter stopped working. Called OVO and they say it might take 21 days to rectify the situation. What should I do for a bath/ shower, food, internet, telephone. Hear the term OVO,run as fast as you can, very bad company.
written by Ashleigh1983 on 03/05/2017
This is a warning for all those who want to use Ovo to budget and not over-spend. This month I was contacted by Ovo to say that, unbeknown to me, 301 days ago there had been an ‘erroneous transfer’ of my account, and that for the past 10 months, Ovo had not been providing my gas. I had no way of knowing this, my gas supply was continuous, I was topping up on my app as normal, the homepage of my app said “your gas and electricity balance is...”. But apparently British Gas were supplying my gas, and it took Ovo 10 months to figure that out. So, yesterday I received an email saying they had “corrected the erroneous transfer” (again, which I had been totally unaware of) and that now I had a bill to pay of £220 to cover my 10 months of gas!! They said they would take a payment of £1 per day (which of course is an extra £30 a month on top of my usual payments), which may not sound much to some but to me it is! So either Ovo or British Gas made a mistake in erroneously transferring my account, and now I have a large bill to pay because of it! Surely having a pay-as-you-go account is so that you can keep track of your spending? But what if you can’t trust what your balance says, and what if you get a surprise bill 10 months later? The whole point of me being on Ovo is so that I can use their app and manage my money, but now I’m finding myself with huge extra costs each month until their mistake is paid off.
written by on 13/04/2017
I had been with this company for just over a year. That is until this seized an opportunity to inflate/hike/engineer, (call it what you will) my last 3 bills. I did ring to question their calculations but they refuted any suggestion of doing anything untoward. I think this is just another example of a utility provider taking advantage of a customer. The person on the other end of the phone said on completion of the transfer across to my new supplier they will refund anything owed to me. Based upon my recent experience with ovo I'm sure they will engineer a bill that makes sure I will owe them money. One last thing, they also told me I would be charged an early exit fee even though, I have a document they sent me at the start of my contract stating there is no early exit fee.
written by AmandaNic on 24/03/2017
e have had a terrible experience with Ovo. For over a year our meter has not worked, we have had numerous appointments booked to get it changed but they never turn up. We are wondering if Ovo engineers are a myth. Sometimes the company contact us during the appointment slot but sometimes they don't contact us at all. We have had personal assurances that it will be resolved but they never call back. We are desperate to change company but we are trapped with Ovo as they have stolen our money through exorbitant estimated bills collected by direct debit when they have no idea how much energy we have used! AVOID OVO and go with a company that has reliable and honest customer service!!
written by Darioq1970 on 20/02/2017
31p per day per meter service charge so one can't afford energy. Terrible customer service full of arrogant people who will send you photos of themselves - totally unprofessional service. Refuses to implement the Warm Home Discount to benefit the winter months and does everything possible to prevent a customer from switching. AVOID.
written by 141MacPherson on 08/02/2017
Was with Ovo for a year, and all went well, with clear billing until they wanted to increase my tariff by 20% at the end of the fixed period, so switched. Switch went ok but Ovo took another debit after the switch date, as I hadn't cancelled at my bank. Received a final gas bill from Ovo, but still waiting for the final electricity bill to have the account closed, and see a refund. They tell me they are awaiting a final electricity reading, even after I submitted this to them and the new provider. The 6 weeks for Ovo to complete this change ends this week, so not hopeful that I will receive the £100+ very soon. Look like they hang on to customers money as long as they can.
written by Ginaq1970 on 01/02/2017
we changed to ovo because they said they were cheaper than British gas and to have smart meter.they put them in 23/oct 2016.we had £44 in credit -gas £15 in elec credit.we went on pay direct.25/oct took £20 and every 4 days we paid £20. dec 5 £20 dec 7 £20 dec 12 £20 from dec 12 £20.november we paid £140.i changed overto e.o.n. on dec 15.i contacted ovo who palmed me off by saying meter was correct and we used more because it was colder.only me and my wife live here we have been here 16 years and in winter we would put about £40 pounds in BOTH.i wrote this on this site not for any other family to experience we been through
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