ovo.co.uk 

This company took my gas over from SSE I have always paid by direct debit, my gas metre got changed a year ago by the gas board, I have been quoted for gas every quarter and receive paper work out lining my usage, currently OVO energy are holding over £3000, in credit with my account which i also have them for my electricity. However my electric is by smart metre my gas isn't.so I give them picture readings, I have been trying for over 2 months to get some refund from them. I have phoned, emailed them and they continue to keep me waiting saying things" like I've not been paying for gas", yet I have quartly invoices from OVO stating I as much as £269 was my quartly bill. I have sent them numerous pictures showing my gas readings and constantly get fobed off by this company. If OVO read this make contact and sort out this on going situation. My account number 22274469. As your service isnt good enough, show me correct readings for my gas and refund me money what I'm owed.

OVO is ruining my life. I moved into a property and opened an account with another company to whom I have been my bills regularly on time. A month ago received a letter from OVO with account details that I have never opened myself. That was followed with a bill. After countless phone calls I found out that they opened the account with Search and Trace on my behalf without my consent or knowledge. Thats data protection breach. I tried to resolve the issue, being told it would be reversed if I sent them my tenancy agreement and I did a month ago. Spoke to many people who told me not to worry and even that the account was closed. To this day I receive a call from collection team telling me that I owe them money. In addition to that I was told that this information is shared with credit referencing agencies which is ruining my credit score and it has. The amount of stress and enxiety this has caused me... I just cannot believe I am going through this. The way it is being handled is beyond anyone's imagination. I am supposed to be working but this turned into a routine every morning at 9am I am receiving a call going through the same thing which leaves me with more stress for something I didnt even intend to deal with.

Are you sitting comfortably, Wait for it, here it is.
Ive qualified for the warm front discount for a few years now.
The year i had “Cancer” Ovo said i didnt qualify. (had op ok now)
So chased it up after recovery took a year and a half ombudsman, dept for Energy Security for Net Zero etc all denied i qualified. Out of the blue the other month. Told me i did apologised got £100 goodwill payment from ovo. Then. Energy Security told me I did qualify the authorised the payment.
You couldn’t make it up.
Ski pants, Insulated socks, Blankets, & a portable gas fire from now on.
Got all the gear going b to use it.
Just glad to be here to line your pockets once again.
Complaint process was terrible someone different every time and let’s be honest i got different story why it happened.

Worst company ever

Customer services are a joke and complaints department even worse. They have issued me debt of over £1000 for an address that I have never occupied or owned. They refuse to remove me as the responsible for the debt after proving I never had a contract with them or SSE.

Be aware of their bully tactics and delay of things. Communication is very poor and get passed around to everyone to deal with. There is no point of contact.

This has been going on since October nearly 5 months

Have set up an account my name , I have NEVER had an account with OVO and have been supplied with energy for 17 years with BG.
Months of phone calls and emails where you are hung up on, ignored or threatened has left me no choice but to pay the bill and try and claim the money back through the small claims court.
This is an absolute scandal! I think in years to come they will be "outed"

Horrific company to deal with, they make up bogus bills. You can’t get a straight answer from them. Have been completely lied to. Have not followed ombudsman’s instructions. I would avoid them like the plague.

Avoid Ovo like the plague! I have had nothing but trouble from them, & plan to move to another supplier as soon as possible, but they are using delaying tactics on my billing to even make that difficult!
They failed to charge me for gas consumption for a year, until i queried it... then suddenly hit me with a bill for over £600, which as a 71 year old pensioner, I will really struggle to pay. The gas consumption side of my smart meter stopped working, but as I'd recently installed solar, & had a woodburner.. I, in my naivity, & also recently processing the death of my mother, assumed that was because my consumption was negligible. After hours spent waiting on the phone to eventually get through to agents in S Africa, who, though helpful within the limitations imposed on them by this unscrupulous company, have indiginous African/S African accents & are very difficult to understand, so communication is very difficult, one wonders if this is intentional. Their email complaints system is equally opaque. It's virtually impossible to get any response at all. However, after my last negative Trustpilot review, I did eventually get a phone reply by a British customer agent who offered me a paultry £50 compensation for all my worry & inconvenience, plus waiving of their £75 per energy supply exit fee (£150 total) when I moved to another supplier. I had requested a postal final bill, but after a month, that hasn't arrived. I looked on their app, & they have added the 2 exit fees, so I was lied to. Why should I trust the reading from an App that didn't even realise it wasn't charging my gas consumption! They are obviously delaying my postal bill with the comprehensive details to be charged, of their own mixup... to scupper my switching to a better supplier. This must essentially be business malpractice. I am investigating going to the Ombudsman... but I believe there is a huge queue. This Company should not be trading!

If I could give this company 0 stars then I would!
We bought our house and there were a lot of bills in the post box as the house had been vacant for nearly a year. I called ovo to let them know that we had bought the house and that the bills were nothing to do with us which I was told would be no problem, I gave them metre readings etc. I then received more bills in the post a few weeks later so phoned again to explain the situation. This then happened again, but this time it had my husbands name on it! I called them again to explain and also find out how they had got my husbands name, I was told it was a third party that had set the account up with his name and possibly through the estate agents. The man was helpful and helped me sort the account out by cancelling it, he also explained that as there had been a debt against the house that when we tried to switch our previous supplier over from the old house to the new, it hadn’t worked so we had been supplied our energy by ovo and had to pay that bill. I paid up the bill from the day we moved in to the current time and then set about switching to the other supplier. I also set up 2 separate complaints and then got a call from the complaints team to say everything was sorted. I thought everything had been dealt with until I received another bill in the post with what looked like half of the original amount, no explanation? I have now just had a bailiff at my door. Luckily, I kept all of the complaint information, had photos of all of my metre readings which were dated, all of my house owner documents etc to prove that we didn’t owe any money.
I cannot believe the amount of stress this awful company has caused us in a time which should have been exciting!
If you’re thinking about going to this supplier, DONT! They clearly don’t listen and it looks as if I’m not the only one that’s had issues with them. Good riddance, OVO!

This app keeps not working. Rubbish. Says declined payment even though my bank app shows as paid!

Originally I supplied OVO with monthly manual readings for my tariff Rate 1,Rate 2 and Rate 3.
In September 2023 OVO wrongly replaced my original meter with a smart meter which cannot take correct readings.I have constantly requested OVO to install the correct type meter which I had previously but OVO have refused to do so. They have been unhelpful, disinterested and frankly bullies.
I have not received a bill for 6 months so do not know how much I owe. I am in poor health and could do without this stress.
Avoid OVO and avoid OVO smart meters.OVO are an absolute nightmare.

I was happily with OVO for about 9 years and then they changed their computer system and everything changed. It was so bad that I moved supplier. OVO refused to switch me without the meter number on my meter and not the one on my previous supplier’s bills. Odd as they had no issues when I originally moved to them. In vain did I tell them that I had an old meter and that there was no number on it. They were disbelieving and rude and asked me to send a photo to prove there was no number on it. This dispute went on for weeks even though Octopus had no issue with it. In the meantime, my account was in a mess with odd amounts I supposedly owed being added every few days and it was impossible to work out what the final bill was. Eventually, after a lot of hassle and stress, it was sorted and it was agreed they owed me £110, the amount I was in credit, and they paid this amount to me. It had taken over 6 weeks from when I notified them I was transferring to Octopus.
Fast forward to 3 years later in 2023, when I got a text message saying I owed them £120! I went to my account only to find they had deleted all statements, meter readings and basically anything pertaining to my account apart from stating that I owed them £120. This meant that I had no way of checking anything. Several texts followed requesting £120 and then an email. I rang them and they confirmed that I didn’t owe them anything and that they actually owed me £9. Cheque was received. Then another email followed for the £120 so I rang again. This time I was told again that I didn’t owe them anything and to ignore any future correspondence from them. He said he would sort out the problem.
A month later, another email threatening to appoint debt collectors! Another phone call where it was confirmed I didn’t owe anything so I this time I asked for an email confirming this.
One of the worst companies I have ever dealt with and I know that my issues with them are as nothing compared to others. Their computer systems don’t work properly, their customer service staff just tell you anything to get you off the phone, they don’t action what they promise and basically it is a complete shambles.

We were moved over to OVO from a previous utility company not by choice. For the last 5 weeks l have been emailing, phoning and made 2 complaints. It was only when l emailed the CEO that someone emailed me, all other emails were automated. You phone the numbers and have long waiting times or disconnected.
They owed us £446 from our solar panels which should have gone into our accounts end of Nov it only went in yesterday. I am still waiting for an explanation. Please do not sign up for this company also the smart meter does not work only on the app.

Stay away from OVO - terrible, no idea what they are doing, charging me for a property I have never lived at, complaints team in India have no idea and seems to be a re-occuring script that they all say.

Signed up for my solar panel to be linked in August I’ve phoned 15 times since then and won’t help me! I’ve had numerous smart meters fitting as never worked I’ve had a bill for £900 even though the property was not liveable and nothing was switched on! That’s just the worse of it! Avoid at all costs!!!

This is by far the worst possible company you can deal with.
Spent 2 months to get a semi-correct bill. Advisor phoned with the correctish figure of £78.35 despite the online balance still showing £172.80
Paid the £78 and told online account catches up in a couple of weeks (14-Nov).
Today receives a debt collection email demanding the balance + presumably a £20 admin fee. I believe the advisors just try take payments knowing that the system is wrong and it goes to debt anyway. AVOID this company at all costs.

I agree what they say all reviews plus they are Not professionals and I’m sure they don’t care about the reviews Also They generated new bills with the new prices

Ovo are rubbish i was told i would get the warm home discount by the 27th December.....Nope

Avoid this company like the plague.
Every phone call the operator gives a different story.
It's taken weeks to get engineers out to remove the pp meters. Each time the engineer gives a different story of what the meter can't be removed.
One engineer literally walked out, got in his van then rang from the van with a sorry excuse as to why he had yo leave. He them filed that we had locked the meter up and not allowed access. Complete lie.
This company can be summed up with one sentence.
Lies, lies and more lies.
The fact that they can go on taking advantage of the vulnerable is despicable.

Awful. Absolutely useless, background noise is so loud that we couldn't hear each other, no one seems to know what's going on and what should have taken 10 minutes took over an hour. Furious. Avoid at all costs.

Dreadful company. Never use these people they all tell different stories. My complaint was meant to be raised but never was. The staff are unhelpful to say the least. Please do not be tempted by any ridiculous prices, better to pay a bit more for a reliable company who treat customers well.