Ovo Energy Reviews: Give your feedback

System

advice_for_life wrote: »

My wife informed me that the direct debit for OVO had not been taken for two months. We joined via the cheap energy cashback deal in April. I telephoned on 26th July and asked for an explanation, they promised an email for the following Monday 28th. Nothing arrived and on Wednesday 30th I telephoned again, with apologies and the promise I would be contacted by email on Thursday. On Friday I telephoned again to ask again and was kept hanging on the telephone. I hung up and later telephoned again and demanded I speak to a Supervisor. I wanted answers to why the direct debit had been stopped, he said it was a system error. I asked why their staff had not got back to me, he said he will investigate, I asked why customers were left on the telephone for lengthy periods without being offered the option to call back. He says this will be considered for the future, I also want to know why we were not contacted about non payment when the direct debit was stopped. I have given them until Wednesday for an email to explain all of the above. What I want to know now is, what are my options, If I do not like their answers or I do not hear from them. What charges can I expect if I want to leave,

No problems with Ovo so far but like you I do keep a close eye on what is happening with my Bank account. 'System error' is an all too convenient excuse in my opinion. You should be informed when a DD is not taken. You could just put the money aside but, bearing in mind that credit balances attract interest with Ovo, you could agree to make a payment to them provided that they put you back into a similar credit position (i.e., pay interest) had the DDs been collected on time. My guess is that if you decide to move, Ovo will hit you for the £30 per fuel. I just wonder whether Ovo is creaking a bit with all the switching in that has gone on. I know that Ovo staff read this forum - perhaps they need to apprise their MD of the need to protect the Company from the reputational damage that events like this create.

David22

OVO are actually great when things are running smoothly. They seem to have a good business model and a website that is relatively easy to use and understand. Sadly, if something goes wrong it all collapses into chaos.

In my case they decided to set up a second direct debit with my bank, potentially doubling my monthly payments, without notifying me first.

Amusingly they seem to respond to emails with a selection of random responses. I got a letter welcoming me to my new home when I asked for an explanation.

They have some really nice people on the phones but, as with all call centres, all they can do is refer the issue upwards. That led to another random email discussing data protection and then silence.

Its a great pity, they really should do well, but they don't appear to have the resources to manage the ups and downs of a utilities business in the current market.

They are so bad that it is actually funny. but, if you value your sanity this is probably one to give a very wide berth to.

Bluebell1000

We switched to Ovo in May. The switch was quick, and everything has been going fine so far!

System

I happened to notice that my August statement was not available in MyOvo - a week or so after its due date. I e-mailed CS via Hello@ and received a very professional response with a copy of my August statement about 90 mins later.

victor2

With my account, they produce statements about a day before my DD payment goes in. As the interest on a credit balance (which, being summer, I have) is based on the credit you had as of the previous statement, it's almost a monthly DD amount lower than it could be. So I've switched to "Statements on Demand" through MyOvo. Next month I'll enter my readings just after my DD has gone through. It's only pennies at 1/12 of 3%, but might as well be in my account.

System

victor2 wrote: »

With my account, they produce statements about a day before my DD payment goes in. As the interest on a credit balance (which, being summer, I have) is based on the credit you had as of the previous statement, it's almost a monthly DD amount lower than it could be. So I've switched to "Statements on Demand" through MyOvo. Next month I'll enter my readings just after my DD has gone through. It's only pennies at 1/12 of 3%, but might as well be in my account.

Wow - that must qualify you for the MSE-equivalent of a Blue Peter badge.

knack92

Do Ovo do monthly statements? I've not had one since 30 June. Thanks

Edit: ignore above, I found this line on the my profile page - "Statements: Every month by Email"

Hammer_Time

I am still waiting for them to sent me a bill for the gas part I moved to them in May each month I phone them and they promise it will be sorted out on the next bill, EDF has agreed the final reading about 2 months ago. I have gave OVO 3 reading?
Only 09 months to go before I leave them and even then I will still be waiting for them to sort out the gas part!!!


I hope the OVO Representative on this site can help!!!

System

Hammer_Time wrote: »

I am still waiting for them to sent me a bill for the gas part I moved to them in May each month I phone them and they promise it will be sorted out on the next bill, EDF has agreed the final reading about 2 months ago. I have gave OVO 3 reading?
Only 09 months to go before I leave them and even then I will still be waiting for them to sort out the gas part!!!


I hope the OVO Representative on this site can help!!!

Patience - my friend. You have got this the wrong way round. You provide closing meter readings to Ovo that they pass via a metering authority to EDF to agree. Gas inevitably takes longer to transfer - particularly, if there is an IGT involved. I transferred from EDF to Ovo in March and I was first billed for gas in Jun. Welcome to the joys of switching - you will not lose out.

E-mail hello@energy.com for an update if you are still worried. My guess is that the transfer has gone through but Ovo has been slow to update MYOvo. Perhaps it is down to the increase in customer numbers.

http://www.telegraph.co.uk/finance/businessclub/11052094/Al-Gore-invests-in-OVO-Energy-ahead-of-stock-market-listing.html

burnleymik

I just tried to switch via the Cheapenergyclub, but everytime I click the link I am redirected to an error page.