Ovo Energy Reviews: Give your feedback

victor2

jfr399 wrote: »

I was with Ovo for a year. Horrible experience. The website does not work half the time. Promised calls back from Customer Services never happen. In June was I was £80 in CREDIT they decided they anted to up my direct debit by some £15 I refused good job I did I ended up £160 odd pounds in credit which I have had the usual hassle to get back. To cap it all their leaving instructions email advises you not to cancel your direct debit until everything is finalised. They took my direct debit in January even though I ceased to be a customer at the beginning of December - a fact they admit - but getting that direct debit payment back from them like getting the overpayment back is liking getting blood out of a stone. I would not touch them with a barge pole

Each obviously has their own experience. I was with them a year, entered my readings online every month, never had a problem accessing their website, adjusted my DD down myself towards the end of the contract so I wouldn't be too much in credit when I left. Switched supplier, got my credit balance back very promptly, after which I cancelled my DD instruction with the bank. Didn't have to contact them once when I left, it all just happened like it should. They didn't take an additional payment, but if they had I would have asked my bank to recover it.

Consumerist

jfr399 wrote: »

. . . To cap it all their leaving instructions email advises you not to cancel your direct debit until everything is finalised. . .

All energy suppliers use this line but best practice, for future reference, is to cancel the DD mandate with your bank as soon as the new supplier(s) has confirmed the switch is complete.

In my case, I requested that Ovo cancel the DD once it was clear there was enough credit to cover all usage before the switch but they advised me they were unable to cancel it and suggest I cancel it myself. :rotfl:.

demby

I have just signed up with Ovo over the telephone. The very helpful did know know of the £30 cashback displayed against the Ovo listing on the MSE website. Is this a mistake?

victor2

demby wrote: »

I have just signed up with Ovo over the telephone. The very helpful did know know of the £30 cashback displayed against the Ovo listing on the MSE website. Is this a mistake?

You won't get the cashback if you deal directly with OVO, only if you use the site offering it.

System

demby wrote: »

I have just signed up with Ovo over the telephone. The very helpful did know know of the £30 cashback displayed against the Ovo listing on the MSE website. Is this a mistake?

Cancel the switch and then apply again via the MSE CEC website. The £30 Cashback is paid to you by MSE. It is 50% of their referral fee paid to them by Ovo.

CavemanRussell

Had a generally good experience with them since moving to OVO. Prices are pretty good after shopping around. Good green mix if you want to pay a bit more (which I don't currently). Nice looking website and customer dashboard, both are easy to use and look/ feel better than First Utility who I was with before.

ANGLICANPAT

I have only just signed up with OVO via the MSE website , and the paperwork has come through quite quickly . What has surprised me is that this morning , I got an email titled 'your direct debit' , with the words NO REPLY in the 'from' box . No indication as to who it was from. Looks far more like a scam email after your bank details . Luckily this email was via 'Outlook' where you can if suspicious, click to see the source of the mail , without opening it properly, and it appears to be from OVO , so is hopefully genuine and I will open it. How seemingly stupid to send emails like that with no clue its from OVO - Im sure lots will go straight into junkmail or will be manually deleted as suspicious ,and customers will be missing out on important information .

victor2

Think you'll find it's from "No Reply <no-reply@ovoenergy.com>"
That's how the ones I used to get from them were sent. It's very common for companies that sent out automated emails to use a no-reply address to indicate to the recipient that there's no point replying to it.

north3rnstar

ovo energy Bah Humbug and now they are raising the electricity unit price by 29% for me but some others are only getting raised by 26% and 21% on the 9th of march.

currently talking with a ovo with a Complaint Resolution Specialist , Never knew these guys existed.

the reason i am complaining to ovo and the ombudsman is because myself and my wife where getting annoyed and frustrated over a potential arrears build up because of our gas meters situation,

Currently we are on benefits of employment and support allowance for my wife and youngest daughter(Pierre Robin Sequence, severe learning difficulty) ,I am on carers allowance for my wifes care , We only ever wanted to save money by changing to ovo , But now it looks like we are going to have arrear worries over our gas , Wifes mental health not the best and gets extremely worried when thinking about these things, Dont know how many times i`ve been to A&E/CPN/GP/Psychiatrist seeking help with her thoughts(But thats another story)





hi requested information from me regarding my ovo account

Phoned ovo on numerous occasions regarding gas meter not registering any use/ No conclusion

originally meant to be fitted by siemens on 5th june 2015 never showed re-scheduled for 17th june and installed meter seemed ok at the time

End of july Street Meter Reader came to read meter and informed me that it had not registered any use every screen display was just 0, Contacted ovo continously via telephone as we where getting worried about amassing quite large arrears , Even though we think we are light gas users because we only use gas for hot water(electric shower) and heating, Only started using the heating from 6th january as it been extremely mild.

After contacting ovo we where told that they would have to fit an aerial to the electric meter to connect to the gas meter , Guy came out on Thursday 19th november and said the aerial was not needed and said we had to have new gas meter installed but he could not do it because he was not qualified to work on gas, Contacted ovo and arranged appointment for lowri beck to install new meter.

Lowri beck are supposed to have fitted meter on 6th january 2016 but never showed not even a telephone call, So i recheduled after another 30 min plus wait to ovo energy and re-booked for wednesday 20th january 2016 and duly arrived but could not fit meter due to missing fittings ie "one 3/4 inch socket needed" ,Now rescheduled for friday 19th of february

Telephone conversations i had to ovo

Various and numerous conversations to customer services between july and january 2016 (cant remember all dates)

Tom Ward : Today
Benjamin Unger : 2 days ago
Isabel Grose :7 days ago

missed/No show appointments

Friday 5th june did not arrive/no communication to myself
Wednesday 6th January 2015

System

I will try to keep this objective. I have just switched away from Ovo for the second time. My first contract period was relatively trouble free. Minor issues were quickly resolved. My latest 6 month stint has been problematical. Ovo managed to merge my old and new accounts. This resulted in billing for the period when i was with another supplier, and a failure to initiate a gas switch. The Ovo IT system thought that I was already on supply.

My gas switch away went through on the 2nd January and electricity on the 10th. Both switches have been confirmed by the new suppliers, and I have received a Final Bill for electricity plus an acknowledgement from Ovo of my gas switch which, they say, will take up to 12 weeks! This came after the switch had actually gone through. Today, I have received a bill - not a final bill - for a month's supply of gas.

Update: Having now spoken to Ovo, they admit - to the CS man's great surprise - that they have received confirmation of the switch and a closing meter reading. My new supplier states that the switch went through on the 2nd January and Ovo agrees; however, and this is a new one on me, Ovo says that they were on supply until the 18th January. I have given this problem to the new supplier to resolve as they e-mailed me on the 14th January to tell me that they had received confirmation of the switch from the transporter.

None of the above would stop me from going back to Ovo - if the price was right - but it is clear that their IT system still has issues.