MSE News: Ovo Energy top, Npower rock bottom in MSE's latest energy poll

Sandmonster

Anyone else having a problem with their statements from OVO? For two months my statements have only got the electricity, missing off the gas. Only way to raise the issue seems to be to the generic hello@ email address and the responses have been somewhat vague, first promising to fix within 7 days, and then another one in response to a follow up email saying the problem was wider than they first thought and that they were still working on it.
Question is, can I now trust them to add up the bill correctly or do I need to check their workings?
I think I will, but I shouldn't have to!

System

Sandmonster wrote: »

Anyone else having a problem with their statements from OVO? For two months my statements have only got the electricity, missing off the gas. Only way to raise the issue seems to be to the generic hello@ email address and the responses have been somewhat vague, first promising to fix within 7 days, and then another one in response to a follow up email saying the problem was wider than they first thought and that they were still working on it.
Question is, can I now trust them to add up the bill correctly or do I need to check their workings?
I think I will, but I shouldn't have to!

Yes. For two months running I have failed to get a monthly statement. Ovo CS have said that their system cannot cope with a lot of meter readings. They have suggested that I switch, via My Ovo, to 'On Demand' statements. A 'key point' with on demand statements - not mentioned anywhere - is that meter readings must be at least two weeks apart. The transactions page on My Ovo is also a complete mess.

Edit: Just checked My Ovo and I see that they have removed the strange in/out payments from the webpage leaving just DD credits and statements. This is progress .

footyguy

Neither of my current suppliers are on that list

(and of course I'm happy with them else I would switch elsewhere)

I was formally with Ovo, but they became too expensive, sadly. No problems with their customer service though ... just their recent prices. They seem to be closing the gap again lately, so if they keep going in that direction, I may go back to Ovo next time.

Always makes me smile when I see Ebico often coming close to the top of these types of surveys that are supposed to be based on customer service, when SSE usually langish mid to lower half of the tables, especially when all Ebico customer service is provided by exactly the same folk as SSE. :cool:

Sandmonster

Hengus wrote: »

Yes. For two months running I have failed to get a monthly statement. Ovo CS have said that their system cannot cope with a lot of meter readings. They have suggested that I switch, via My Ovo, to 'On Demand' statements. A 'key point' with on demand statements - not mentioned anywhere - is that meter readings must be at least two weeks apart. The transactions page on My Ovo is also a complete mess.

Edit: Just checked My Ovo and I see that they have removed the strange in/out payments from the webpage leaving just DD credits and statements. This is progress .

OVO still trying to fix this - 3 months statements now with the electricity section missing - apparently its affecting a lot more people and they are having to fix it 'in batches'? Very pleasant customer service, but I think they need to sort out their back room operations. At least I guess I'm getting 3% on the balance which is higher than it should be because they haven't taken the cost of the electric off. They will be losing money on that I guess?

Sandmonster

There is an article about the IT problems at OVO on the main MSE news site here: http://www.moneysavingexpert.com/news/utilities/2014/11/it-bug-at-ovo-energy-means-13000-customer-bills-were-wrong

and a discussion thread related to that article here: https://forums.moneysavingexpert.com/discussion/comment/66982703#Comment_66982703

Sanj1699

Hi,

Unfortunately, both of my parents are elderly, have mobility issues and are not internet savvy.

As a result, after joining Ovo, they applied in July 2014 to be on the Priority Services Register, which would mean paper statements/ requests and a meter reader would come out every 3 months. Despite this, Ovo bombards them with emails on a weekly basis demanding they submit readings and no one has ever come to read their meters. They persist in doing so, even after a number of calls to them.

Ovo are a truly heartless company- very efficient at charging customers and arbitrarily changing direct debit amounts, yet inept at customer service.

Steer well clear!

skyepark

I have still only half switched, I have contacted both companies twice and nothing has been done only generic replies, SP told me today that OVO had different final figures for electricity, I emailed both companies together and cc the CEO with my final readings that I had already given to them both in the hope that it gets sorted. I do like the 3% interest on credit, can always up my direct debit and use that to my advantage.... he he OVO still predicts that I will use a huge amout of energy when I know its not the case.