Ovo says I can't make a complaint about their terrible customer service

Jmoo

So I joined Ovo three months ago on the premise it had excellent customer service and my new smart meter would work with their service.

A month after switching it became apparently there were issues. I couldn't get the smart meter to give me all the information I need, and the online account still said I was being switched. I called them to enquire about this, they said it was all fine, the smart meter probably just doesn't work with them despite being assured it would.

I then asked why the online account didn't work. That's when they started moving me around different departments - each time being cut off by them. I was told it was a technical fault and they'd email me more information.

Weeks continued to pass. I kept asking on social media, only to be told they were still looking into it. As I passed my second month I said I wasn't satisfied this was being resolved quick enough, I wanted to make a complaint. I was told I couldn't make one as they don't deal with complaints until they've resolved the issue.

I thought this was very bad practice, so again I got home early to try and find out what was going on. They said it wasn't a technical fault, someone just hadn't completed my move. He said the account would be fixed within 48 hours. I asked why the smart meter didn't seem to be working, were they receiving my readings? He said no bills were being generated and he couldn't understand why. He said he would have to leave it with them and again I'd be emailed about this.

Fast forward a week no email, no opportunity to complain, the account still doesn't work, and I can't leave either.

What on earth can I do? I'm going out of my way to try and pay my bills and get set up but they are making it impossible. No wonder they have good customer service if no one can express dissatisfaction!

[Deleted User]

Ovo can only use Secure Liberty smart meters.They were one of the first suppliers, along with Utilita to pioneer smart prepayment meters using only Secure Liberty products
.Anyone moving to them meant they had to come out and exchange normal key/card meters for the new smart keyboard meter.
What can you do ? switch supplier.Bulb are cheaper and better run with low rates. Get a customer referral code off a friend to collect £50 per fuel

PennineAcute

The problem that may occur is that if they are having issues with your account, then this may stop the switch from happening, or it create a further mess with final billing.

On top of this, if you do move away, you will be liable to pay an exit fee. Your choice if paying the exit fee is worth the money to get away from the issues you are having.

If you do not want to pay the exit fee, then your only issue is the complaint line. But write to them, do not email or phone, preferably through RM special delivery, or 2nd best, recorded delivery. After a maximum of 8 weeks, you can take this above OVO's head.

In the meantime, try and work out how much you are using and put that money aside (easier said than done for some people). That way, when they do manage to pull their fingers out, you will not have a bill which you may struggle to pay.

https://www.ovoenergy.com/feedback

wild666

If I have a complaint and they don't sort it I go straight to the CEO they don't like it but it gets things done, normally, but on the off chance it doesn't also mention that you will take court action and if necessary appoint bailiffs to come and seize goods to be sold at auction to get compensation.
Companies only occasionally turn up at courts to fight cases so there is a high chance any case will be found in the complainants favour.

Dobbibill

You can make a complaint several ways as detailed here

https://www.ovoenergy.com/feedback

Jmoo

Thanks all. I have complained now but I've been told my account and smart meter will be sorted in an indeterminable time in the future. Now I've had a massive bill because they're working off estimates, and I can't login to provide my readings. Just terrible.

molerat

Read your meter, give them the readings in your complaint, work out your bill and pay them that amount. If they have not resolved the complaint within 8 weeks go to the ombudsman. I could tell you exactly the status of my accounts on any day within a couple of pence with no reference to my supplier, it aint rocket science.

dogshome

Ovo cannot deny your right to make a complaint.


Start the official process by WRITING a letter boldly headed Complaint, setting out the details and history of the problem


Stage 2 is for Ovo to issue you with a complaint number - (For them not to do so is a Complaint matter in itself)


If after 56 days Ovo have not resolved the matter, you go straight to the Ombudsman