Ovo Energy Reviews: Give your feedback

NPowerUser

Not a major problem for all but Ovo only offer Direct Debits on 9 days a month, on the 1st, 5th, 8th, 12th, 15th, 18th, 22nd, 25th and 28th of the month.

Just in case folk prefer to have household DD's come out all on the same date.

brewerdave

Bit of further investigation on my situation -appears as if they haven't charged at all for the gas this month, even tho' my meter reading is listed- so the "invoice" appears to be just for electicity usage plus standing charge - but no way to drill down into the invoice to confirm -list of transactions shows only one discount this month -no way of telling if its for the leccy or the gas!!
Thought it all went too smoothly the first month:(

katiefinger

Alt wrote: »

I have been a fan of OVO and a customer for a few years now but recently their problems with billing me correctly has raised a few concerns.

Essentially, they seem unable to sort out my Gas account after they mistakenly allowed my account to be transfered out. This was in November 2013. After a number of calls and promises they are still unable to bill me correctly. Their billing department seems to be unable to re-instate an erroneously transferred account.

I really hope they are not using a version of the Npower billing software!!:eek:

I could have written this, except in my case it's since the end of September and it was the electric. I'm hundreds of pounds in credit and they insist I don't owe them any money, but I'm pretty sure I owe them at least four months. Ridiculous.

donerkebab

Hi Ovo rep,

Can you let me know what your response times to email are? I have emailed both your socialmedia and hello addresses and have yet to have even an acknowledgement.

Thanks

brewerdave

I emailed "hello.." addy yesterday afternoon with a query about the invoice that they had produced instead of the monthly statement -got a phone call yesterday evening explaining what had happened,the guy had produced a statement manually which he emailed to me a little later - everything now seems to add up and I agree with the balance! (except for the transactions page which makes no mathematical sense at all:rotfl:)

jem16

brewerdave wrote: »

everything now seems to add up and I agree with the balance! (except for the transactions page which makes no mathematical sense at all:rotfl:)

Their new MyOvo transactions page has an issue and online discounts are being accounted for twice, once in the statement and then again in the transaction page. Ovo have finally confirmed (after trying to tell me there was no problem for weeks) to me that it is an issue and that a patch will fix it.

If you take the Transaction Page balance and deduct the online discounts you have received so far it will agree with your actual balance.

brewerdave

jem16 wrote: »

Their new MyOvo transactions page has an issue and online discounts are being accounted for twice, once in the statement and then again in the transaction page. Ovo have finally confirmed (after trying to tell me there was no problem for weeks) to me that it is an issue and that a patch will fix it.

If you take the Transaction Page balance and deduct the online discounts you have received so far it will agree with your actual balance.

BRAVO jem16 -spot on!!:T
What further complicated my particular transaction page was that they showed the "invoice" initially as a debit and subtracted the full value from the balance - but when the Customer Services guy entered the manual statement ,the system correctly deducted the statement value less the invoice value -but didn't explain it! so the maths looked very wonky:rotfl:
Should really have shown a credit for the invoice and then deducted the statement figure seperately.....oh well,all's well that etc etc

jem16

brewerdave wrote: »

BRAVO jem16 -spot on!!:T
What further complicated my particular transaction page was that they showed the "invoice" initially as a debit and subtracted the full value from the balance - but when the Customer Services guy entered the manual statement ,the system correctly deducted the statement value less the invoice value -but didn't explain it! so the maths looked very wonky:rotfl:

My parents' transaction page makes no sense at all with regards to the transactions as I had to get Ovo to recalculate a statement as it was wrong. There are now multiple entries of discounts in and out like yoyos, cancelled statements, revised statements etc, etc. None of it makes sense! Mine was the same too recently although they have now tidied it up a bit but it's still wrong because of the discounts.

The old MyOvo made more sense of all of this but they've stopped you using it now.

Try the Ovo Energy app if you've got a smartphone or tablet. It makes more sense as it gives the higher amount (ie before discount) on the statement and then the discount is credited in the transactions.

I have been having discussions with about 3 people from their Complaints team about this over the last 5/6 weeks. All of them told me there was no problem or it was down to the way the transactions were listed as they were in a different order. I forwarded them screenshots of how the new MyOvo worked, the old MyOvo worked and the Ovo Energy app worked. I told them it was a simple case of the new MyOvo accounting for the discounts twice.

In the last week I have finally had it confirmed from a Service Resolution Expert that this is indeed the problem and that it will be corrected with a patch. At the moment there is no guaranteed timescale on this fix.

I have suggested that customers should be made aware that there is an issue as there are quite a few customers complaining about this. On Facebook there is one poster who is taking them to the Energy Ombudsman as everyone at Ovo keeps telling him that there is no problem.

Should really have shown a credit for the invoice and then deducted the statement figure seperately.....oh well,all's well that etc etc

Yep - I suggested that too.

Hammer_Time

OVO why do they email me to ask for a meter reading which I give and a few day later sent me a bill with a estimated reading?
I am still waiting for them to sent me a bill for the gas part I have gave them 2 reading?
Only 10 months to go before I leave them!!!

tom717

I switched to Ovo back in April through a comparison site. Since then I have not received anything at all from Ovo, yet the comparison site has already paid out cashback.