Ovo Energy Reviews: Give your feedback

jamesperrett

Just had a call from yet another person at Ovo who is trying to resolve the situation. The big problem is that he hasn't actually read all the communications between us so it feels like we're having to start all over again.

Everyone I talk to at Ovo seems to be trying to help but they always blame their company policies which seem to make life difficult. There also seems no continuity - every communication comes from someone different who has to take the time to familiarise themselves with the problem.

Biscuit_Tin

bullybear wrote: »

I have been with OVO for two years they have been a great company's. This year we have changed due to they have become less competitive for me. I have £ 500 in credit but u have to get it back before u start the change in process or they will freeze it and u have to request it back after u have revived the final bill. It's a bit backward
Overall I would recommend and use them again

You get interest on the credit amount ... and it's a lot higher than most/all bank accounts, and it's tax free.

You will get all your accrued credit back after the final bill, which is standard for any energy company.

Biscuit_Tin

jamesperrett wrote: »

Just had a call from yet another person at Ovo who is trying to resolve the situation. The big problem is that he hasn't actually read all the communications between us so it feels like we're having to start all over again.

Everyone I talk to at Ovo seems to be trying to help but they always blame their company policies which seem to make life difficult. There also seems no continuity - every communication comes from someone different who has to take the time to familiarise themselves with the problem.

What exactly is your issue with Ovo?
Maybe someone here could help you?

Have you made a formal complaint to Ovo? If so they only have 8 weeks to resolve it, after which you can always take it to the ombudsman

(But perhaps explain it here, and someone will help you as to if you have a valid complaint worth escalating )

Edit: It seems like it refers to the supplier taking their final DD payment after you switched supplier which occurred on 23 September

Well that does sometimes happen and it could be with any supplier - I think it depends on timing. The supplier submits their BACS file way ahead of the collection date.

However, if you switched on 23 Sept, then you should have a final bill by now ... or any day soon, they should be able to advise if necessary.
Then you can get all your accrued credit returned. Nothing to bother the ombudsman with if this is a correct assessment of your issue.

InhaleMood

I'd just like to add that I have been really pleased with Ovo since I switched to them in February. They did try to up my DD but I was happy to do that because of the 3% in credit interest. Unfortunately, it looks like they may no longer be one of the cheaper options so may have to switch again.

jamesperrett

Biscuit_Tin wrote: »

What exactly is your issue with Ovo?

The first issue was taking a direct debit after I had left them and while my account was more than a month's DD in credit. They told me themselves that their policy is to keep one month's DD in credit after the switch has gone through and refund it once the final statement has been issued.

The subsequent issues are their total confusion over how to handle the first issue. There seems to be 3 different departments involved (Collections, Complaints and Customer Services), none of whom talk to each other. Now I'm getting multiple phone calls and emails all saying different things.

Like many other posters on this thread, I was perfectly happy with Ovo up until my renewal last year. There have been too many little issues since then for me to remain a happy customer.

jamesperrett

I thought I had heard the last of Ovo after a call from their complaints department early this week to say my account was cleared and they considered my complaint closed.

Now I've just received a demand for just over £160 in the post. Hmm...

Keefyv

Wywth wrote: »

One thing to note is that their CS is only currently open Mon-Fri during usual office hours - something to note especially if sending emails and hoping for a quick response

Their hours are now as follows:
Monday to Friday, 8am -to 8pm and Saturday, 9am to 2pm, so I'm seriously considering switching from nPower to them, even though they're not the cheapest alternative.
:wave: :A

Halifax81

I've never had an issue with them and enjoy using the Statement on Demand option, I use this to tweak my DD payment downwards on a regular basis

Beckyy

I'm considering switching to OVO, the energy saving club say that they don't allow you to manage your account online - is this correct?

ETA - Just tried to get a quote form their website and they said they are unable to supply the Scottish Highlands. Makes using the energy club comparison a bit awkward!

PollyOnAMission

This is not correct; their online account management is very good!