OVO Energy Ltd

Very good staff tody she talks very nicely and listen my problem about bill im happy with the service

Absolutely shit company! No one knows how to do there job, no one listens and taking money from someone who ain't even living in the property! Scammers the lot of them

Good customer service

This must be the worst company on earth. I want to talk about my account with an English person how speakers ENGLISH ENGLISH. The phone line is terrible, it drops in and out and it is not possible to understand anything. Wish that I was never put in this position. DO NOT HAVE ANYTHING TO DO WITH THEM!

OVO Energy is a very good company for gas and electricity, providing excellent five-star service. We really appreciate their customer service, especially how quickly and efficiently they solve any problems. Today, I needed a few statements, and their customer service team provided them within just ten minutes. I was very impressed with the fast response and helpful service. Thank you to the OVO Energy team for your excellent customer service!

As an autistic individual, this company is extremely distressing to be with. They are hard to understand in instructions, they speak to you like your simple and understand how boilers gas meters etc work, and they miscommunicate all the time. They say they’ve done something and it regularly turns out they actually haven’t done it so you’re calling them multiple times to fix the same issue. And it feels like a lot of the time things are overpriced with them.

I was living in supported accommodation after being homeless and was on a Pay As You Go meter. My support worker contacted OVO to try and set up a Direct Debit for me, but was told this was not possible. Unbeknown to me, an electricity Direct Debit account had still been set up and was accumulating charges. For the first six months I continued paying via Pay As You Go as normal. I only discovered the problem after I moved to a new address seven months later, when I was suddenly presented with a bill of over £1,000 for electricity I had not known was being charged. I initially thought it was a scam. OVO then issued a County Court Judgment. I defended the claim and it went to small claims court. I have mental health difficulties and found the process extremely stressful. Under pressure at the hearing I agreed to a payment plan even though I felt the charges were unfair. Looking back I regret agreeing, but at the time I just wanted the situation to end. I have ended up paying the debt plus their costs, a total of around £1,500. Throughout the process communication was poor, I was not properly informed about the account that had been opened, and I was left dealing with a large unexpected bill while in a vulnerable position. I would caution others in supported accommodation or with mental health issues to double-check any account changes in writing and to seek independent advice early if unexpected charges appear. This has now affected my credit score and I’m still unsure how this will affect me in the future.

I have never been so annoyed with the company I've never even bought anything from. My tenant was able to set up an account in my name not pay any bills for a year and then 2 years later I get a letter to my parents house from debt collectors claiming that I owe £1,600 to OVO. Let me tell you I don't. I didn't live there at all during that time period. This is your problem and your terrible identity verification nothing to do with me and I've had to spend hours of my time trying to sort it out.

I downloaded the new OVO Energy app, but it still shows an old balance from April, which is really confusing and doesn't inspire confidence that the information is accurate. Another major issue is that i have seen in reviews that when you top up, there is no 20-digit Unique Transaction Reference Number (UTRN), or no payment receipt or confirmation. My meter doesn't always automatically apply top-ups, so I often have to enter the UTRN manually. If the app doesn't provide the code, a payment confirmation, or even a clear payment history, how am I supposed to add my credit if the automatic top-up fails? To make matters worse, seeing so many negative reviews from other customers describing genuine problems with the app doesn't fill me with confidence that these issues are being addressed. The app feels like a step backwards and needs significant improvements before it can be relied upon.

Complete scam of company. Terrible customer support and worse energy supplier. They debit me £1,000 without authorisation, every time i tried to get through customer service they kept transferring me like a tenis ball. Honestly if i could leave a 0 start review i would. If you have OVO please switch to another supplier, do yourself that favour.

I am extremely disappointed with the level of customer service I have received from OVO Energy. I called again today hoping to finally get some help, but instead I was met with poor customer service, an unhelpful attitude, and a dismissive tone. The adviser actually put me in a position where I was expected to “take the risk” if the app happened to be down or under maintenance and rely on local shops to top up my meter. The problem is that I had already checked the shops around me, and the only one that offers top-ups is a 12–15 minute walk away. That is not a reasonable solution to offer a customer. What has frustrated me most throughout this experience is how unheard and dismissed I have felt. During my first call, which lasted around 50 minutes, I provided everything that was requested, including my tenancy agreement, and submitted a formal complaint. I was then told to call back while having my landlord on the line, but instead the call was simply disconnected. After all of that, I received no response until yesterday, despite my original email being sent on the 8th, followed by another email the following week. That level of communication is unacceptable. To make matters worse, I was made to feel as though I had done something wrong because the app no longer works the way it did when I opened my account over three years ago. At that time, I never needed to create an account in the way customers do now just to manage top-ups. Instead of acknowledging the changes and helping me, I was made to feel stupid for something that was entirely outside of my control. I currently live in a rented property, and if this issue had not eventually been addressed, I would have asked my landlord to switch energy suppliers. Regardless, when I move out, I will make sure I never use OVO Energy again. Not because of the product itself, but because of the consistently poor customer service, lack of communication, and the way I have been treated throughout this experience. I would not recommend OVO Energy based on my experience. Good customer service should make customers feel supported and listened to, not blamed or ignored.

Signed up to bank free solar panels with OVO. Interest free finance and example deposit advertised at sign up. Accrued enough panels to qualify , saved the deposit. OVO quoted for the panels but were unable to offer the advertised interest free finance or any finance as the installer is not FSA registered. I have written several complaint emails to OVO and am told it is not their responsibility. The customer service is poor for the electric and gas supply, solar = non existent. (On par with British gas) They are actively misleading customers regarding financial products.

OVO doesn't even deserve a one star,the customer service I've received is disgusting I have never experienced customer service like that before 8 hours on the phone and still didn't get my issue sorted and the way I was spoke to was awful.Please Do Not Go with OVO a waist of time as you won't get anywhere.

Terrible. Paying way over the top for a night rate. 120.00 a month and not even living in the property just a small caravan, cook on gas, hardly heating on. In debt now. Worst company ever. Said about debt agency, I am paying it. Stress.

Horrible customer service support!!!!!! Spent 2 hours on the phone no help. Then again over 1 hour to try to sort the app issue as couldn’t top up. No help. Rude. I keep asking for help and they just keep asking questions that are not relevant at all. Spent again 1 hour and they can’t help me

We recently moved into our own place ovoo was the company already setup this has to be the worst company out there customer service is awful are bill was put to debt collectors we cleared the payment I was told by 2 people we don’t have no outstanding balance left yet we get letter and texts from that company saying we owe money our bill for our first month was twice the amount we pay now with octopus energy I would never recommend this company to anyone I’d give them a rating of 0 if it let me

Avoid avoid avoid!!! At all costs!! Nothing but stress!!!

Received unexpected phone call today, caller claiming to be from OVO obviously did not speak English as first language, could hardly understand a word they said. If it was a genuine call, absolutely ridiculous employing staff that cannot communicate effectively.

AVOID this company. THEY charged me without having a contract. I wanted to make with OVO a new contract but I asked around and the best company is Octupus energy. OVO Energy charged me £ 10 without any plan for 4 KWh in 14 days without living there because the previous occupier told them that he left earlier . Previous occupier had contract with OVO bad company. NEVER EVER PEOPLE DON'T MAKE CONTRACT WITH OVO. BE SMART AND CHOOSE THE RIGHT PLAN AND RIGHT COMPANY.

Allowed some random letting agent to make changes to my account. Didn’t ask me. Didn’t notify me. Just deleted all of my information from there website. Now they expect me to pay £500 because of there mistake?????

A HUGE thank you to Tom and the rest of the OVO Energy team for successfully resolving a very complicated situation. The telephone staff are super friendly and the Customer Service (feedback) section are prompt with their responses.

Very very poor

I tried OVO because it was already installed in the apartment I moved into. I set up a plan and paid for two months, but in the third month I received a notification saying I had no plan. They cancelled it without my request!!! This was the second time I had to spend time dealing with them. They then set up a new plan for me - though apparently this was “the first time” on their end (how is this possible ha). A month later, I received a notification saying they were increasing my direct debit, which is unfair considering I had already opted for a plan above my actual usage. This option wasn’t offered to me a month earlier?! And had it been, I wouldn’t have agreed. I had to call again. Third time in 4 months. While I always appreciate customer service teams - nothing ever gets properly resolved here. Avoid OVO at all costs if you don’t want to constantly deal with issues that are outside your responsibility.

Avoid like the plague.

RIP off, couldn’t leave fast enough after buying a property that all ready had them

I recently contacted OVO Energy on behalf of my uncle regarding several separate issues that needed resolving, and I felt it was important to leave positive feedback for Faraz who provided outstanding customer service throughout. From the beginning of the call, Faraz was patient, professional, and genuinely helpful. We had quite a few different matters to go through, some of which were a little complicated, but he handled each one carefully and methodically without making us feel rushed at any point. He took the time to listen properly, explained everything clearly, and made sure we fully understood what was being done and why. One of them was very sensitive and he handled it superbly, thank you. What really stood out was his calm and reassuring manner. Dealing with utility issues can sometimes be stressful or frustrating, especially when calling on behalf of someone else, but Faraz made the entire process straightforward and far easier than expected. He remained courteous and understanding throughout the conversation and worked efficiently to make sure everything was resolved correctly. By the end of the call, every issue had been sorted out properly, which was a huge relief. It’s becoming increasingly rare to receive customer service of this standard, so I believe good service deserves to be recognised when you experience it. A genuinely excellent experience from start to finish, and Faraz is a real credit to OVO Energy.

The level of service I’ve had from OVO Energy has been nothing short of shocking. We’re talking about over £1,500 of my own money that’s owed back to me in refunds and for the past two weeks it’s just been constant back and forth excuse after excuse. Every time I speak to someone I’m told “24–48 hours” you’ll receive your refund and nothing happens. No update, no accountability, just the same line repeated like I won’t notice. What makes it worse is that this isn’t just one person giving wrong information this has come from multiple advisors and managers. So at this point it’s not a mistake. Let’s be real as well if the situation was the other way around and I owed them £1,500+, I wouldn’t be getting “24–48 hours” grace. My phone would be ringing non-stop, emails flying in and probably letters at my door. But when it’s them holding onto my money Silence, delays, and empty promises. It’s honestly felt disrespectful on the highest level. As a customer you expect at least honesty and some level of urgency when it comes to your money not to be brushed off repeatedly. At this point I will be taking this further to energy ombudsman and pursuing further action where necessary if it isn’t resolved immediately. No one should have to chase their own money like this.

Absolute rubbish service been trying to login online for a few months to make payments but all i get is there is technical issues and can't be resolved and when you ring the help desk on 03303035063 they just put you on hold and say we can't provide you a call reference or speak to a manager so how are you meant to resolve issues? All you see on google reviews is low ratings and the same automated message with just the name changed of the perosn writing the comment

Terrible driver YH23 XXP

Don’t understand the concept of “final bill”. Sent me a final bill (I was never a customer, moved into a flat and they were supplier for previous occupier). I rang up to pay (standing charges etc from when tenancy began to when I had my supplier activate) When I called up to pay, the amount had mysteriously gone up. Tried to debate the concept of final, but they just threatened me with debt collections.

Just got off the phone with Kevin. He was brilliant to be honest. Kept everything super simple and helped me with my questions. Thank you Kevin

This is the worst company I've ever seen, all they do is giving can lead to mental heath problems. For 4 months am being charged £2097, l don't even turn my heating on , all the brakers l have put them down but still the charge me that much. I asked them to put smart meter they say my flat is complicated as l have traditional meters. I was cold the whole winter. Yet you charge me over £500 per month

Ridiculous price rises. Absolutely shocking billing mistakes. Terrible company. A disappointment from the word go.

Such a great experience and such amazing staff!! Very helpful and friendly. Emilio was the employee that helped us and he was such a nice guy!!

Genuinely,, and by some distance, the worst company I've ever had the misfortune to deal with. They know they're stealing my money via a corrupt key meter and seem to be refusing to do anything about it. This has been going on for nearly three years and it has been in the hands of their complaints department for three months and still they continue to steal my money. They have had over £4000 from me from a previous tenants debt, they know about this, they know the figure they have stolen and the ELEVEN OVO agents I've been unlucky enough to have to talk with have all lied to me about someone contacting me back!! Not once has anyone from their company called me back and I've discovered that after over three weeks in their complaints department, nobody has been assigned to look into this.. I've two more weeks before I can go to the ombudsman about them and I definitely will be. Steer well clear of this thieving lying company!!

I am a landlord who had a house empty for four months and only had a few LED lightbulbs on. They sent me a bill for £3,300. I have bipolar disorder. After several demanding letters and phone calls, there is still no resolution. Their customer service is an absolute joke and, I feel, outsourced abroad. I have explained three times on the phone that I am a landlord and that I have meter readings, etc. Once I explain that, the woman then says, “So will you be able to settle your bill today, Mr Edwards?” If they sell this so-called debt on to bailiffs, there will be serious consequences. They show no concern for people’s mental health, and their call centres don’t seem to have independent thought. They won’t go off script and just keep asking me how I will pay the £3,300 bill for a few light bulbs’ worth of electricity. I will have my day in court with them if I have to.

Excellent service on PAYG smart meter for gas and electric. Customer service is also excellent. I'd give six stars if available

Rang twice now to help sort a problem trying to log into my mams account and both staff members were highly helpful. Fab service x

Ovo energy have billed me £93 for 1 month gas and electricity, although they know the property is empty. It’s so much more than the standing charges alone, this is FRAUD. The government needs to stop energy companies charging daily standing charges on gas and electricity. In which other industry does NOT using a companies product still incur a charge! It penalises poorer people who use as little energy as possible.

Trying to pay my bill… So far I’ve been cut off 6 times !!!!! Correction…18 times… Maybe you don’t want paying!!!!!!!

Awful, you pay your direct debit on time every month but still given debts of over £100 each month Staff are no help whatsoever, now have a massive debt im expected to pay even though this is not accurate and in their words “an estimate” Avoid avoid avoid!!

DO NOT use this energy provider. My Pay As You Go Meter card glitched after I topped up £30 at a local PayPoint and I have been trying for weeks to recover it from Ovo. Firstly their customer service team is SO hard to get hold of. A hoard of automated questions to get through to an operator and once you are on the call you never speak to the same person twice so you are having to repeat your issue again and again. They have issued me multiple replacement cards that don’t work, they have sent me to multiple Pay Point stores after PROMISING they have spoken to the vendor who will definitely be able to issue the credit I am owed. Every time I arrive at these stores the shop keepers say they cannot issue credit. After so many attempts they are still stating they cannot refund me directly. I have fully accepted I won’t be recovering the £30 that they owe me. I can only assume they make the recovery process so difficult in the hope that they can keep people’s money without providing the service that they owe. At this stage, I would rather pay the £30 never to speak to them again. In the early stages, I was very understanding that mistakes happen, but they have pushed me to my very limit. Ovo Energy clearly have multiple process issues and do not value their customers so I would strongly advise, if you have a choice, do not go with Ovo. I am moving to Octopus Energy who already seem infinitely more helpful.

Absolutely Appalling!!! in the process of contacting the Energy Ombudsman and OVO CEO. Rung out of the blue last August 25 from Collections asking when I was going to settle the outstanding £3770 smart meter gas bill - I don’t have a ‘smart’ gas meter. Their input error!! Now Feb 26 in the process of another error of theirs a recent call out of the blue from Collections when was I going to settle my outstanding electric bill of £3040 which is for my previous pty I sold in 2023 and I have an email from them saying the account is closed as I have sold the pty!! I am retired and live on my own.

Horrendous. avoid at all costs. Trying to take us to court when we have evidence that they created two accounts in error and clearly written notes saying they cleared the debit on the incorrect account and closed it down. Apparently their own words aren't even evidence enough for them to admit they made an error!!!!

Awful company to deal with. Appalling customer service. Would give them zero stars if possible to do so. Took more than two months to refund my money, money which was taken from me due to a fault on their part. Would NOT recommend them to anyone.

Never get OVO to your house .as they are cheating on you.i have to pay more than £300 per month every month even without using boiler,heaters and induction cooker,oven. I only used washing mashing,rice cooker, fridge,lights,iron. I was writing to them several times.every time they were sending me different amounts. When I moved to a new house, I informed them early through the app.and I submitted the meter reading when I stepped out,I turned the all breakers to make sure nothing in used.after a week I got a bill saying last bill £433.48. I paid as soon as I received the bill.then after two weeks sent another bill saying last bill £10.07.I wrote their customer support but no response for my email.keep annoying with mails that saying pay the bills. Then I paid £10.07 and ask them to delete my account and personal data.but still I didn’t get a confirmation for deleting personal data.they are really scammers rather than a energy service.don’t use them never ever again. I just giving them a one star because there are no options to give them mines five stars.

This company has the worst communication on the planet stay away from them, completely incompetent of supplying a service. I wanted to complain because they were about to raise my direct debit from £90 a month to £176 I wanted them to justify this but unfortunately they can’t.2024 I paid £756 for the year 2025 I paid £699 so how do they calculate a monthly direct debit of £176 Everyone needs to report this company to the energy ombudsman as they are getting rich on your over payments cancel your payments and pay by standing order and get out when your contract ends Oh and finally your power move is garbage

I’ve been on the phone to them for over an hour to get a bill monthly as for some reason they have changed all the accounts to quarterly. Apparently Phillip found my problem amusing. They have finally refunded me £1000. They wanted to keep my money and reduce my bill to £5.00 a month. I don’t think I will get any compensation. It’s now been 1&1/2 hour.

The worst company anyone could ever deal with. I moved out of a property l was using ovo for electricity and gas. Its been 4 months now and l still receive calls and emails stating that lm owing them money. I call them every time and for some reason someone emails or calls me again with a different figure again. Its really frustrating. Something really needs to be done. Its really getting out of hand.

Terrible. Unhelpful. Just moved into a new property, and they haven't fixed the gas issue. They don't log the problem. Instead they say they've sent a card to a location which doesn't exist. They then send a formalise email of a process that doesn't exist. Sort it out!

The customer support team is poor. I phoned them for a gas emergency and the engineer turned up a day late. I was promised compensation and a month in, that has not happened. Instead, I had numerous calls from customer service agents of varying levels of rudeness call me and ask for my personal information each time. One called James is very rude and annoying. I don't understand why they have so many security questions. I am still to receive the compensation promised. Each of the agents lied to me me and stated the issue was resolved only for another agent to ring up go through a long list of security questions and still my complaint still pending. It is over a month now.

Absolutely shocking company. The worst ive ever encountered. They've taken money off us for our monthly bill but still claiming our meter is set up as pay as you go and we have to pay more to top up, even after having a new meter and contracts set up for pay monthly 3 WEEKS ago. They are now saying the quote we was given for gas and electric is just for electric which isnt what was stated in the email sent. It states electric AND gas. Getting absolutely no where in sorting this out, keep being fobbed off by a bunch of idiots that cant even count to ten using their fingers, so i will be taking my services elsewhere. Ovo will rob you blind if you let them. I will be taking this to the ombudsman. Not happy.

If you want to be cold due to rarely putting the heating on and not use much electricity and get charged £300 a month, OVO is the company for you! Just switched to octopus. I’ll be happy to see OVO go out of business.

I got told my account was in credit in the month of December2025. I asked them to take that month's bill out of that credit. Then today I get a bill saying im in debt from that month and I have been given misleading information and they didn't read my meter reading and they still expect me to pay that bill? They can't write off my debt because its what I have used? They gave me 20pounds in credit off a 240 pound bill that I was in credit with. Do not join ovo I pay 200plus on a small 2 bed house Don't even deserve one star!

Been two years of expensive and poor service. Customer aervice is terrible. Ovo has overcharged me, the money has left my bank account but is "not on their system" so cannot be refunded easily. Bad and expensive service.

Honestly it’s always a hit and miss with OVO. I switched from Eon and don’t regret. Eon bombarded me with papers. It was ridiculous. OVO’s app is smoother I must say. However when I call customer service for support and explanations Hit and Miss. Frankly customer service representatives based out of the Uk are more knowledgeable. I called OVO for assistance with understanding a bill which the OVO representative ( non uk based) reassured me the week earlier that I had no balance to pay. I explained this to OVO after receiving yet another harassing email for payment (OVO needs to be careful with all your harassing emails in this economy. Be mindful of mental health needs of people who may be triggered by your non stop emails ) the Uk representative was ZERO helpful. She read the notes outloud and asked me questions as if we were in a classroom. Still no resolution. I had to cancel smart meter installation as I can’t rely on OVO to provide a consistent transparent service. Buyer beware! The overall service is very triggering to neurodivergent customers. Beware!

Over two hours to set up a direct debit with repeated questions and lies in chat bot which I had to use.

Yet another letter! My bill was paid 4 years ago

DONT NOT USE THIS COMPANY!!!! They lie and leave new born kids with no heating all because there’s mangers lie and say anything to get you off the phone after 8pm also use third party engineers and they won’t come out or doing nothing between 8pm-8am

Please do never get it to this trap, dont know how much money I have lost. Switched to another competitor and already my bills are around £70 less that it used to be. Cancelled my account been more than a month still hasn't got my credit back. There chat and customer service is absolute jokey. Please dont get into this trap.

Quite possibly the worst company I have ever dealt with in my life. Not only did they delete my account and have no understanding or explanation as to why but when I requested to switch to the energy provider that I wanted to be with the rejected the move multiple times. I called multiple times on the 3rd February to ask why it was rejected as that is when my lease started and they specifically advised me that my energy provider would be taking over based on what the national grid says. Now when I call them again to ask for my closing bill they advise me that I’m still with them. I’ve specifically told them that I will not be paying for a penny as I was lied to regarding the fact that the energy provider I wanted to switch to was taking over. DO NOT USE THIS ENERGY COMPANY. I know all your calls are recorded and I have evidence of the calls that were made.

So after my awful experience with Ovo in December 2025 and them offering me a very very low compensation which i have not accepted and now have gone to the omnbudsman as the treatment from this company is shocking. I left this company in December and i am still waiting for my refund which they advised would be sent over via cheque in 6 weeks. It has being 6 weeks still no cheque however, i was promised a call back on Tuesday 10th February 2026 to arrange my refund. The call back was apparently meant to be in 48 hours. Well well well its Friday 13th February 2026 and im still waiting and thats after 2 emails which they state they respond to with in 2 days. SLAs mean nothing to this company and customers clearly mean nothing too im actually shocked you have any customers at all.

Seriously poor, cards keep breaking probably to force a smart meter. Average 1hr call time to get a code for a new card. Then it breaks

If I could give them no stars I would! DO NOT GO WITH THIS COMPANY! They’re incompetent I have seen this happen to a lot of people were they will incorrectly bill you for the whole year then slap you with the bill at the end of the year expecting you to pay it off. I was told my metre readings would automatically send for 2 years they incorrectly billed me I am now left with over 600 to pay and they will randomly double even triple your bill even though you have not changed how you run your household STAY AWAY FROM THEM!

This worst supplier as they asking me pay £878 per month in one bedroom flat any and I am not even in debt and direct won’t let me alter on app, so I went to another supplier but never wanted go to OVO as my original supplier went bust, DONT USE THEM as don’t want give them a star

I strongly advise people to avoid OVO Energy. I contacted them several times about my account and spoke to 4–5 different customer service advisors. Every single person gave me a different price and different information. There was no consistency and no clear explanation. The customer service was also very poor and disrespectful. Instead of solving the problem, they only created more confusion and stress. As a customer I expect honesty, transparency and professional support, but OVO Energy completely failed to provide that. I wasted a lot of time and still did not get a proper solution. Because of this experience I do not trust this company and would not recommend them to anyone.”

The worse customer service I have ever received. They have incorrectly set up multiple accounts for me and when asked to delete the ones that should not to be linked to, they have ended up deleting other peoples accounts and nearly cutting off other peoples homes electricity. I also arranged for a smart meter and they went to a different address. They’re now trying to offer me an alternative date which is 4 weeks later.

Ovo are just out to rip off customers only been with them for less than 6 months it is a disgusting company then try and make excuses when you ring and confront them about the problems stay clear

There are many bad company’s out there at the moment but OVO takes it to a new level. Worst form I’ve ever had the misfortune of dealing with by a million miles. Avoid this horrible lot or you will regret it

Fine, but in the time since I joined my direct debit changed unexpectedly even with a smart meter. Trying to do something as simple as changing bank details is a Byzantine process, involving calling their poor reception helpline and trying to decipher what they’re saying.

AVOID AVOID AVOID!!!! When I went to close my account and move provider they credited me with over £1,000. I called to challenge this only to be told it was correct. I then proceeded to use this money to clear my credit card. 3 months later I got a debt letter chasing me for the amount. Which I disputed but eventually agreed to setting up a pay plan. Having never missed a payment, 1 year later I got a letter stating they were moving my account to a 3rd part debt collector, charging me for this and may add a default to my account!!! An utter nightmare. And anytime I call them I get shipped offshore to someone who is rude and doesn't get my issues at all. Spend 90% of the time on hold. AVOID AVOID AVOID.

I joined this energy provider in August, and since then they have consistently failed to bill me correctly. After just one month, they increased my payment despite this not reflecting my actual usage. I have submitted accurate meter readings showing what I am using, yet I am still being charged more than my recorded consumption.

Had solar panels installed last year which was a great job by all those involved. But we weren't made aware that if the main power supplied goes off, we're not self sufficient ,(time of year a factor on generating) due to how it was installed and wired into the home circuit and battery (pointless having a battery if unable to used as a backup). Generated unused electricity fed back to the grid still hasn't been reimbursed and being fobbed off with email excuses that defer payment continually 4-5weeks for the initial first one regardless of it supposedly being paid back quarterly. Think of the interest made by OVO. Disgruntled customer. @OVO Energy

Awful company ruined my credit rating. Ombudsman found in my favour. Cowboys!!!

The most negligent & unskilled workers, I bet the ovo provides bonuses for being unqualified enough to mess around with customer’s accounts. If there was any competition for being the worst energy & gas company in the UK - they’d take the gold.

The customer service can be given a 0 rating. I have been following up for 6 months on a case and it is still not resolved. They do not provide updates and even without the issue being resolved they have closed the case. The meter numbers are always wrongly tagged. In my previous rented place as well I faced the same issue and they took 1 and half year to correct it and I am facing the same issue again.

Worst communication I’ve ever experienced. My account was closed twice while I was still living in the property, without my knowledge or consent. This caused significant stress and confusion. Customer service was very poor and unhelpful throughout. Overall, a deeply frustrating and upsetting experience. I would not recommend OVO Energy.

Not just the worst energy company, but worst company I’ve ever used. They are completely immoral in the way the conduct business and use confusing methods of obtaining money from their customers. I sincerely hope this company stops trading so that no one else has to suffering the consequences of their appalling ethics.

I been with ovo for few years now. First time I contacted them because of my new electric car. Unfortunately customer service was so poor. After settling up online account and ovo energy account I couldn't find my cars compatability. It took me three days to do this process and one month to change my electric meter in to a smart meter. Someone with common sense can ask my car make and sort it out state away. No one knows what they are doing. Should change the supplier now

Customer service is shocking Spoke to 5 different people about the same problem and was told 5 different things, finally after a week of phone calls the problem was sorted and will be happy to be changing my supplier tomorrow!!

Been with OVO for years always been in credit as we obviously don’t use as much as they forecast. But rather than adjust the payments down they increase payments by nearly double. No one seems interested in helping so now moved supplier. Guess what they took a months payment out after supplier change and have not given our credit back to us feel robbed. Would never go back to this company again

Absolute joke of a company closed my account back in march. 25 without any say so or asking myself never had any problems with them before so went to a new company who said they had refused their approach to supply On phoning Ovo again to question them the agent said you owe them nothing and on a further hold confirmed they don’t any longer supply services to my address so I can go with who I wish her words Now I received a bill for £900 on further investigation it turns out ovo were in partnership with someone else who failed to notify anyone of their workings so I now have that debt but everything’s ok they apologised steer clear of this company they are a countrywide disgrace customer service my arse

OMG I have been over charged By ovo paid between 120 to 150 pounds per month have now switched to N power and pay 76 pounds per month

I can’t even put into words how appalling OVO energy have been as a provider. This review would be hundreds of words if I attempted to list all of my complaints. Their customer service is an absolute disgrace. I will never use OVO energy again. I would not recommend using OVO energy to anyone. I have given them one star as my rating as it is the lowest score allowed but they don’t even deserve 1 star. Absolutely appalling!!

Blatant theft - not willing to reach a compromise for a property which was unoccupied but with an estimated meter reading as if occupied. Don't go anywhere near this company. Octopus energy are very good.

Absolutely appalling company!! robbing people and charging them way more than needed.

Awful, rude customer service. Spoke to many other energy companies today that had great service, they were the opposite.

The prize draw “power move” thing is a scam. Twice I’ve been in the top 20% of people who cut usage at peak times with dozens of entires and won… £2 off my next bill. They’re also not particularly cheap compared to others, gonna switch as soon as available and not look back.

Customer service is non existent. Awful company

Absolute rip of company decide to just magically remove all the credit we have been in then adjust our bill at the end of the year and up my direct debit to 600 which is 500 more than I have used each month. This is surely criminal I have been in contact just been passed around I thought it was sorted in December and then a repeat and looking through complaints this is a recurring issue

Save your self a lot of distress and sitting in he dark and cold. Choose a different company. Their online top up and top up app work infrequently. 99% of the time it fails to process your top up. Payment .Tried multiple bank cards. This is a Ovo fault and they are disinterested in hearing about it or fixing it. The support staff don’t listen to your concerns let alone offer solutions. We switched energy suppliers today

Horrible!! 6 months after final settlement, I'm being asked to pay outstanding fees! After waiting for 15 minutes to talk to someone, the call connects and the agent disconnects the call!!

I had a very disappointing and stressful experience with OVO Energy regarding a closed account. When I informed OVO that I had moved out, their team confirmed that all checks were completed and my account was properly reviewed and closed. A refund was even issued, which clearly indicated the matter had been finalised. At no point was I asked to provide final meter readings while I still had access to the property. Months later, OVO reopened the issue and requested meter readings that I can no longer provide, as I no longer have access to the previous property. This is not my mistake — it is the result of poor internal handling and lack of communication by OVO at the time of account closure. This ongoing back-and-forth has caused me significant stress and frustration. It has completely damaged my trust in OVO Energy. As a direct result of this experience, I am now switching energy suppliers for my new home as quickly as possible. I would not recommend OVO Energy based on how this situation has been handled.

2.5 years we've been with them and all went well until we bought EV car. At first all was well. Good tariff at 7p and reasonable app. Then the greedy corporate green eyed monster showed itself. The tariff doubled and the app shutdown and replaced with another. The app failed to talk to the car and so I cannot control charging at all and just to add insult to injury, because I'm not going through the app I get charged 25p. Customer service is slow and unhelpful. Do I recommend OVO? We change to Octopus in January. I can't wait.

Dont ask.

Frustrating. Can't lower direct debit yet I'm £300 in credit. They over estimate my bills. They promised me a smart meter. Never materialised. Once my plan is up I'm jumping ship fast as I can

AN APPALLING COMPANY My husband died by suicide in early November, his former business account is in credit by over £3,000. I’ve been trying to get this money back for over four weeks. Despite my recent loss, I’m being made to literally jump through hoops of fire to try and get the refund due. Three sets of meter readings have been sent as requested and these have been ignored and they continue with generic emails daily asking me to provide the very same. Since my husband’s death I’ve also received two sales calls for the business account… Yet again, I’m currently on hold for an answer from the bereavement line - So far 12 minutes. OVO - You’ve got your priorities all wrong and your customers don’t appear to be one of them.

All seemed ok until I decided to switch. As per Instructions I left the Direct Debit active and provided a closing meter reading manually (despite the fact my smart meters were being remotely read throughout the contract). Anyway a DD of around £170 was paid shortly before the end of the contract and I looked up the T&Cs which said any account closed in credit would be refunded within 10 days automatically, fine -all good. What could possibly go wrong. You guessed it…. it didn’t happen and when I started making enquiries as to what happened, they were no longer able to directly pay the amount of around £192 due to the time-lapse since the account was closed. Who would have guessed?? On calling customer services, it was clearly beyond anyone to tell me how this happened, which was strange as they were really good at taking my money every month without fail… the only solution possible…. a cheque!!! An old-school, carefully scribed promissory note, bestowing on the bearer a princely sum, to be sent post-haste by the hand of the finest envoy (and hopefully not intercepted by a pesky Dandy-Highwayman). Still waiting for it…livid. Putting in a FOI request to the big energy suppliers to see how much money they hold from in-credit closed accounts and the interest earned. Clearly a business practice to cynically squeeze out every penny. Huge public interest I would suggest, especially if my journalist friends take an interest. A cheque, really!!! I wonder what the response would be if I pushed to pay monthly by cheque….. FAIL!

OVO Energy claim that paying by direct debit is cheaper. Really? Currently they're asking for £193 per month. I live in a tiny one bedroom flat and I rarely if ever, need to put the heating on. Thanks, but no thanks. I'll continue to pay via phone. On top of that they're putting the price up AGAIN come January. This company is peak clown world. 🤡

Worst app I have ever dealt with. Changing companies tomorrow morning. The app rarely works. If it does, I still end up chasing my tail in the dark for half an hour when the electric runs out. Pay by card? Process works, get approval from bank then 'sorry something went wrong'. Bank transfer? Same thing. Someone online said try reinstalling the app. Did it, and the password I changed it to,not 30 minutes before, doesn't work. Had to get my partner to try her app while she's away and it worked for her on third try. Ridiculous company, only just saw they've got an awful reputation. Can not wait to change.

Hi, I wanted to switch to pay as you got and had appointment at 09.12.2025 nobody showed up and picked up phone although I was waiting from 2pm till 6pm. Next day I was told on the phone that appointment will be rescheduled to 22.12.2025 in almost two weeks. As soon as I will get pay as you go you can be sure I will go for that treatment.

Absolutely terrible customer support and company. Spoke to a person called Yolanda who was about as much help as a wet paper bag. Asked for help to top up electric key, as I couldn’t get out due to health, told I had to go to a shop to do it. Disgraceful attitude

Thanks to Nonhlanhla my gas meter problem was resolved weeks after moving in and several calls with other customers representatives who weren't much help. She also raised the issue to the right department, allowing me to get my credit refund. Nonhlanhla is an excellent communicator and an exceptional problem solver with a great attitude. She has been very patient with me, explained everything clearly, has arranged an emergency engineer, and made sure to send follow up emails to sum up our conversations and inform me of the next steps to be taken. Best customer service representative ever. Thank you Nonhlanhla if you are reading 😊

Shocking company! The online chat takes 30 min to reply to each answer. They doubled their prices and failed to respond to our email. Avoid this company at all costs.

Rip off company don’t send warm home discounts from the government early to help disabled old people with warmth in their home instead try to sell energy to you to put people in debt and will have to pay them back rubbish company don’t bother with them don’t have any respect for disabled people and elderly

They keep increasing our bill and direct debit even after their employee came to collect the reeding keep saying you don’t submit meter reeding. They increased our direct debit for no reason. We are about to move. Done with this scam company!

Awful customer service and online chat systems

Dreadful company avoid. Won't give you your monet back! Terrible customer service and staff very unhelpful

Incorrectly estimated my bills for 3 yrs even though I have a smart meter. Now given me a high bill. Made a complaint and still waiting to hear. Had a similar experience in 2022. Appalling service

I spoke with nomali today as I had paid Money onto my gas through the app and the money hadn't added to my metre but had been taken from my account. Nomali was amazing helping me by putting credit on the metre as the money I had put on via the app was the money set aside for my heating. The only complaint I have was that I was asked to borrow money from friends so for that reason I've given today's call four stars. I shouldn't be in a position where I should have to borrow money when their app hasn't worked, but I am extremely grateful for the service that she gave and put in emergency credit on the metre until my money comes back to my account. She also was great by helping me with the warm homes discount and sent me an application for this

literally the worst, said they’d process my refund and didn’t do it went down from £54 to £26.

Terrible customer service. Can't wait when my contract ends.

Disgusting company Our bills keep going up even when we are are massively in credit. We will be switching to another company very soon.

We have a credit of over £250 but ovo keep wanting to put direct debit up so we've left for Octopus but now ovo have take £307.00 out of my bank account and because the meter reading is different to what they anticipated so could be upto 6 weeks before we get our money back. It doesn't state 6 weeks on website I've had email from ovo stating 6 weeks which is beyond.

Absolutely awful after the gas meter breaking down for the 4th year in a row, being on the phone/we chat for over 100 minutes told that they can’t come out till tomorrow. Disgusting. Terrible.

Stay away like a plague!! The worst company ever! Bought a property without meters! Rang them 3 months ago and they gave an 8 week waiting time for both gas and electric meters, here we are 12 weeks later and they still have not installed! Each time an engineer came they keep moving the goal post, wanting you to jump through alsorts of hoops and in the end I’m still without gas supply 3 months later.. I have never seen anything like this in my life! Avoid at all costs!!

Very rude staff and hanging up the call I was waiting for about 16 minutes. Unprofessional and useless.

Accidentally sent me a debt through ‘track and trace’ from a old flat I used to live in and as soon as I sent all the evidence over they deleted the debt associated incorrectly under my name.

Worst energy supplier ever!!!

Very expensive. Carried on taking money from my account after I had switched supplier. Almost impossible to reach by phone. They hang up on you 4 times just to keep the waiting time stat low. Not very helpful. Just terrible to deal with.

The worst company in this country. I moved into a new property with electricity only and they are sending me bills for a gas that doesn’t exist . They sent an engineer to investigate and they confirmed there is no gas in this property. Just because they don’t like that they don’t respond to emails and hang up phones when you tell them the issues. Stay away from this horrible company just want to scam people

If I could give 0 stars I would, had an account opened in my name for an address I never lived at - “customer” service beyond useless - threatening that if I didn’t pay the bill it would affect my credit score - Will never be using such a backward scammy company - refusing to get in contact with the letting agent who opened the account to confirm as “its down to the customer” Use a different company, Ovo energy consistently receives the lowest customer satisfaction rates in the UK and I can’t see why, and I’m not even a customer

Taking double payments. Refusing to resolve overpayment issues instigated by them. Incompetent or crooks… you decide

OVO Energy has opened an account under my name that I never authorised or requested. This is a serious breach of data protection laws and completely unacceptable. Their handling of personal information is careless, and their customer service has been unhelpful and unprofessional throughout. I have reported this issue as a potential Data Protection Act breach, and I strongly advise others to be cautious before sharing any personal details with this company. Zero stars if that were possible — absolutely disgraceful experience.

if there was no star, that is what i would rate ir zero..been loyal always in credit, yet every now n then they send emails to up my direct debit..sick of their unwarranted email..have switched to.Otopus n happy

Take ages to answer and then they don't understand a word of English, I'm leaving because of this

Possibly the worst energy company going. I purchased the house next door to mine, the previous owner was with OVO Energy. I called them the day I got the keys and said I want both the meters removed and they said it would be £106 for both. Cool, booked and appointment to which they didn't attend where they then said that I had only paid £106 and I was like yeah, you told me that was the cost! So they said no it's £136 to removed the one meter and I need to pay the extra £30, I said I'm not paying it when you told me one figure a few days ago! Im not being scammed. The lady then said well as a "gesture of goodwill" we removed the £30 extra cost... WHAT? Like you're doing me a favor when it wasn't that price?? Then finally we get the gas removed and they tell me I owe money! When is as explicitly told I will not pay any standing charges leading up to removal. So I had to contact them to remove this. The house has a "Pay as you Go" meter, and it had a huge debit on the account which they eventually cleared by making me go back and forth to the shop for 3 times before the figure was cleared. The account was then in credit by £60! Then today I get a text saying I owe electricity. Well NO I don't ... I pay by a meter.. how can I possibly owe money when it's a pay as you go meter? Absolutely appalling service! Please never sign up to this however promising they look, I've had nothing but problems since day 1! I have come here to edit this due to the fact that they have not sent me my refund! They are telling me I don't have one! This is appalling theft by this company! I have all my evidence of my credit! Never use this company!

Absolutely hopeless at communication. I've spent 34 minutes on the phone on hold today and it's not the 1st time 🙄

If I could give zero stars, I would. The worst energy company. I had been left with no electricity and they would not organise an emergency call out. They do not care at all.

Absolute rubbish company, booked a service and he didn’t turn up either times no communication until I phoned them, really poor service

Don't ever go to this company im with a different energy supplier and I still have over 300 emails from ovo texts calls everyday they sent debt collectors twice DONT USE OVO im not even with them!!

⭐ 1 Star As a landlord and estate agent, I will be advising all future tenants not to sign up with OVO Energy. Their handling of a simple change of tenancy is unnecessarily difficult and inflexible. My tenant moved out on a Sunday and a new tenant moved in the next day. I received a letter addressed to “The Occupier” with an account number, but when I tried to create an account online I was told I could not and must call them. As I am overseas, I cannot call their UK number, and they provide no alternative communication methods. Emails to their general and lettings addresses have gone unanswered, and their online chatbot and information pages are useless. Despite supplying all the correct documents (AST, forwarding address, meter readings), OVO will not accept them because I am not the account holder. I cannot become the account holder — I am simply notifying them of a change of tenant. Yet their only response is to insist I “must call as the account holder,” which is impossible. This makes what should be a straightforward process extremely frustrating and unworkable. Other energy providers manage this far better, so I cannot recommend OVO Energy to landlords or tenants. If OVO are able to contact me or provide an alternative solution/ email address that will be greatly appreciated.

Edit: Monday 15th September 2025. Thank you Dave for your response, but you clearly have not read my review. I have been dealing with your help desk/customer service, but that is just it: they are not helpful. I have now escalated my complaint and if OVO still fail to pay back my mother then it's the Ombudsman. If i could leave 0 stars i would. OVO have been nothing but unhelpful after my mother moved into care and the house given back to the Housing Association in July this year. The final bill has been issued. But all i get is excuses for not refunding. Mum had a smart meter installed and one of their reasons given for not refunding her over £600 was they had to do 'Historical Usage checks'. They then automatically closed the direct debit so would issue a cheque. Now they are saying i am not listed on the account as a Financially Liable person, so they won't deal with me, however i am, mum spoke many times to them to give permission for them to deal with me over the years i have been helping her. Mum is now not well enough to cope with all this. I have had so many emails with the Complaints@ and Hello@ - customer service email addresses. All i want OVO is for you to pay back to my mum, either by cheque or reopen the dd, the £632 that you are holding for no reason. Its not difficult

EV team are completely useless, have no idea why I'm still using this company

Claire is Absolutely amazing and extremely helpful! Very professional with excellent customer service.

If I could give less than one star I would. I recently moved from Ovo to another supplier after months of trying to sort out my Direct Debit payments. My monthly amount kept going up although I was £1000 in credit. I finally moved my account, and asked for a final bill and refund which took almost three months and three complaints to Ovo and a threat to contact the Energy Ombudsman. A complaint handler seemed that Ovo had failed in its agreed response times in my case and gave me a £40 compensatory payment. All done you would think? Oh no, not at all. Today I received a letter saying they were to take me to a debt collection agency as I have an unpaid amount on my bill. I am beyond frustrated and have never dealt with such incompetence from any organisation previously. I now have to contact the Energy Ombudsman with a full complaint to avoid being blacklisted when they already stated my bill had been fully settled. If new customers are reading this, please save your sanity and avoid this company at all costs. If you’re already stuck with them, my advice is to move assp. Unbelievable!

I was moved over to OVO Energy when SSE closed, so I had no choice at the start. Unfortunately, OVO has been the worst energy supplier I have ever dealt with. Firstly, their customer service is unhelpful. I was paying £250 a month for electricity, despite living alone and using around £60 worth. When I called to reduce my payments, I was told nothing could be done. Even after escalating the issue, no action was taken. Secondly, their approach to billing is inconsistent. If you owe them money, they call constantly to chase payments. However, when I was in significant credit, they refused to refund me and repeatedly came up with excuses. Overall, OVO Energy has been a very poor experience, and I would not recommend them. If I could give 0 stars, I would. I have since switched to Scottish Power, and the difference is clear—they genuinely care about their customers.

The worst energy supplier. Quoted £138 per month after a few months they billed £3.6k for one month at a 2 bed house. Avoid at all costs.

Guys, £1000 Deposit for my 2 bedroom Flat, I don't get it, my direct debit was £57pm

If I could give 0 stars I would. I received a letter from Past Due Credit claiming I've been sent to a debt collector for an outstanding bill (that I am not liable for). OVO did not make any contact with me before this, and it's for a period over a year after I'd moved out of the property. I have sent them evidence that I was living at another address at the time they're claiming I was liable for the energy consumed at the old property. No reply for weeks. I have asked for an explanation as to why they made no contact with me at all before sending to a debt collector, and I have sent them the evidence required. This has negatively impacted my credit score and caused a huge amount of stress at a time when I'm trying to buy my own property - if they'd at least reply to emails it would be a start.

Moved into a property in April and still getting messages, calls and emails with ovo getting money off me when I didn’t sigh up with them in the first place, now on the phone using scare tactics such as bad credit or as stated on emails with debt collection. Causing unnecessary stress on me and sure others similar in my place

Awful company, merged my data with my mothers on two different occasions. Refused to answer questions as to why. Initially offered my compensation if i didn't escalate the complaint. They after I escalated it they offered £100, when I pressed on my unanswered questions they revoked the compensation. Also made raising SARS an absolute nightmare. Customer service were very rude, I did get a written apology for that but it was a forced apology. Today they then put up my DD to £98 despite monthly usage being circa £45 max. I cleared the decks of why debt but even then they would only lower DD to £53, how lovely for them to have my money earning interest in their bank account rather than mine. The absolute perfect example of why energy companies have such bad reputations. Please avoid if you value your data being protected or expect any form of customer service.

Customer service is completely disatisfying

Absolutely fantastic place. Beautiful and inspiring interior design. Absolutely breathtaking place. The people are also awesome. One of the most friendliest place I've ever visited. Thankyou for the hospitality.

Very Disappointed — Would Not Recommend This company has been both extremely expensive and severely underperforming. Over just a few months, they more than doubled my bill without my consent. When I reached out for clarification, I spoke with three different representatives within an hour — and each one gave me a completely different price. None of them could clearly answer my questions, which left me even more confused and frustrated. At this point, I’m seriously considering switching companies. Based on my experience, I do not recommend this company to anyone.

If I could do negative 5 stars I would but unfortunately you are unable to do this, I have been having a issue with OVO energy I was homeless at a address that the previous tenant was OVO and I changed it straight over to EDF due to knowing what Ovo is like hence the change and the change was straight away and paid EDF the same day, I contacted OVO and told them that I am not a customer of there's and that any outstanding bills was the last tenant I was told that they would be clearing the debt out of my name also that I won't be getting any more letters, turns out that is not the case I am so unhappy and then suddenly I am getting debt collectors sending letters I wouldn't touch OVO with any thought as it seems they just lie, scam and try and take everyone's money

The worst customer service ever, who can leave customers 48 plus without gas and have you run around collecting cards with codes that don't work or shops that don't have cards, and waiting for phone calls that don't arrive. Send emails that contradict what previously told to you, no communication once complaints are made, literally the worst of the worst energy provider customer service ever.

The worst company in history, from our perspective. We were never customers of OVO, we moved out of our house in October, and paid Octopus, our actual supplier, the final bill, our tenants moved in the next day and mistakenly contacted OVO to be their supplier. OVO chased our tenants money for a set up fee and initially supply. Our tenants then realised their mistake and switched to Octopus, but told OVO our details so they could chase us for the alleged debt. My disabled wife tried to deal with it but they said they couldn’t talk to her unless she gave her contact details. So she did and now two debt collection agency’s are chasing my wife for a debt which is not ours, and for all we know is fake. We have contacted both of the debt collection agency’s to tell them all of this, we provided them the tenancy agreement, receipts, invoices, proof we paid Octopus, everything to show what the are claiming is spurious. We did the same with OVO. All OVO do is send another debt collection agency and ignore the information given. We are now going to the ombudsmen in a hope this will resolve the issue.

Shockingly terrible customer service. The call centre staff repeatedly tell lies. I will be switching as soon as my contract ends. I would earlier if I could!!

Possibly the worst service I have ever experienced. I moved into the property with a broken meter in March. An engineer was booked to come and fix this by installing a smart meter. I was told by the property management company that smart meters cannot be installed due to a signal issue. I relayed this to the company and got that appointment cancelled. I then asked to book an appointment for a regular meter but was told by the agent that my management company was lying and we could install a smart meter as the signal would work. I don’t know enough about meters to dispute this so agreed to the appointment. When the engineer came, he let me know that the appointment was for a smart meter which cannot be installed due to a lack of signal. I then went through the gruelling process of speaking to several agents to try and get an appointment. Meanwhile they are charging me based on the usage of the couple and baby who occupied the flat before me (both parents worked from home whereas I am in the office!). I finally get an appointment for June and raise a complaint for how I was treated. The lady at the complaints department tells me they are very sorry but I should continue to pay the bill and they will eventually use my readings and give me a refund. My building stores meters in the basement and only the grounds team has access to them. I provide the team’s number to the complaints manager to pass onto the engineer. On the day of the appointment, I get no call or communication that the engineer is here. The complaints manager then calls me the next day to ask if they came which I tell her no. She takes a couple days to check with the engineering department. Turns out, the engineer did not call anyone but took a picture of the front door of the building. Apparently, I was supposed to be waiting there ready to let him in without any communication. The complaints manager apologised and booked me another appointment for July. I’m still being overcharged during this time with no compensation for the waste of my time. For this third appointment, the engineer calls the grounds team and manages to make it to the basement. They need access to my flat so they come up to my flat and take a photo of front door. Meanwhile, I am at home on one of my office days, waiting for this engineer and do not receive any call from them. The next day, the complaints manager calls me to say that the engineer came and I did not give them access to my flat. Apparently, on the file, my phone number is wrong. I did not know that engineers don’t knock on doors. I also have idea how the first engineer from that team was able to contact me from this wrong number. Of course, I have another appointment coming up for who knows when since it takes them a week just to get me an appointment. I will of course be over charged during this period and will have to ask my boss for another work from home day which I am sure will not impact my career at all. So far, not only is OVO overcharging me, they are also trying to have an impact on my career that will make sure I can’t even pay this overcharge. I would highly recommend this company to those who like wasting their time waiting for engineers and those who like wasting their money paying for electricity that they are not consuming.

On paper Ovo is great! In reality they are the most expensive, unhelpful energy company I have ever used. Don't get caught in a contract with them. There are substantially cheaper suppliers out there so do your home work.

So, once again ovo have done another U turn on charging to receive bills. 🙄

Staff always busy to help customers Rarely help

Awful, awful, awful. Avoid at all costs. I repeatedly called the USELESS customer support about being double-billed, to be told not to pay the second bill. They then harassed me about said unpaid bill, sending bailiffs to my house. I got in contact with the customer support team AGAIN to finally get this resolved, which took them 2 MONTHS; only to be double charged again the month after. I found customer support actively hindered me during this and cost me hundreds of pounds.

Terrible customer experience spanning weeks. If I could give a negative score I would.

This is the worst company for customer service. I was owed £270. Customer solutions rang me to sort this problem out, I was sent a hamper as an apology and was told I will receive my money back by link within 7_10 working days......I didn't receive a penny. I then rang again to be told they are not sure when I will receive my money that was owed, I have had enough of company's stealing my money that I overpaid. I will never go back to OVO

EDIT:** Richard - copying pasting a message telling me to get in touch with the help centre is not helpful considering the problem is that no one from the help centre replies! They forward me on to complaints (who can't be contacted directly) for a call back. This then never happens. As I am sure you have read below, the help centre haven't even replied to my letter and email. Do not get energy from OVO! After being erroenously transferred to OVO I have had spent endless hours on the phone trying to resolve this problem. Their customer service is friendlyish but completely useless and they seem totally unaware of the ofgem guidance on erroneous transfers despite some of it appearing on their own website. I have been promised multiple callbacks and received none (despite calling to confirm the call back). My written complaint has gone unanswered. I am owed compensation that they refuse to pay. I would strongly recommend that everyone avoids OVO because when something goes wrong the battle to fix it will not be worth any pennies you may save on a KWh of energy. Look for an alternate provider. I'll do my best to make sure that as many as possible are spared the frustrations of dealing with this company. Needless to say, if i could give 0 stars I would.

Would of given one star if it let me, I moved out and had a final bill from OVO I owed 49.03 and they decided they was Guna take 100 and then tell me I've gotta wait 10 days to get it back, and left me with nothing and then trying to justify why they stole money, honestly avoid at any costs

Good service made it very easy to switch to OVO and they were very clear with what needed to be done when we moved house. We were up and running with only a minor technical problem with my online account that was resolved within a couple of weeks. Most importantly, they answered the phone. Would recommend OVO.

From looking at the front page and seeing how over furnished the main office I guess this is where all our money is going rather than on training and staff. Totally lost with apps and emails between the EV charging and removing partnership with ohme nothing short of hassle.

Switched over this energy supplier and they have some of the worst customer service advisors I have come across

Simply the worst. They sent astronomical estimated bills to start up with, then once I started sending monthly readings (which showed a much lower consumption than they'd estimated), they claimed there was a mistake and added several hundred pounds in debit to my account, zero explanation given. They retroactively changed all the bills before that, so it was impossible to pinpoint where the "mistake" had happened. I finally had enough and switched suppliers in February, with my account largely in credit. They warned that if I closed my direct debit, it would make it more difficult to settle the account, so I left it open. Bad mistake. They've been helping themselves to hundreds of pounds every month since then, and we're now in June. They started a dispute with my new supplier about the readings at the time of the switch, just to drag it out. Now that the dispute is resolved, they still haven't refunded me, and are still helping themselves from my account. Not so much an energy supplier as an elaborate scam.

My experience with OVO Energy has been nothing short of a nightmare from day one. When I moved into my new place, they failed to have the gas and electric services ready as promised. This left me without gas, and it took them a staggering three days to send someone to sort it out—three days of inconvenience and frustration. To add insult to injury, their so-called "smart meter" has been nothing but trouble. It doesn't work properly, and instead of proactively fixing the issue, I received an email instructing ME to call them to sort it out. It's beyond belief that they expect the customer to take charge in resolving their own service failures. Overall, OVO Energy has demonstrated a complete lack of competence and customer care. Their inability to deliver on basic service expectations has made my move-in experience a disaster. I would strongly advise against using OVO Energy if you value reliability and good customer service. I entered my meter reading manually after they reckon they did not get any reading for 4 months, and apparently I owe them £3k?!?!

Have a word with your DANGEROUS drivers! Reg plate - VK72 HFL Speeding, tailgating and weeving between cars. Absolutely ludicrous driving and going to cost someone's life and probably not theirs.

OVO have been charging me 2 direct debits every month for over a year now. One they can see is for my gas and electric bill. The other payment they apparently have no record of on my account and there is nothing they can do to help. Bank statements proving that money has been paid to them mean nothing. £25 a month for over a year gone and they won't look into it. They will take your money any way they can.

Moved out of property contacted by this company to say they owed me £2600 - passed on forwarding address received a cheque for £458- when questioned was a system error apparently. Iv heard they do this lots... who is having all our over payments I wonder???!!

Consistently awful experiences dealing with OVO, as a professional who needs to deal with this company a lot. Compared with others (Octopus, for instance), their customer service does not seem joined up at all. It took them a year of me telling them that a property owner had died before they finally stopped sending letters to the address. I continue to experience contradictory messages from their customer service agents. They need to copy and learn from their competitors' systems.

This company is the worst. I bought a one bedroom cottage in 2023. Despite the fact that it was unoccupied until April 18th, 2025, I had huge bills of 300/400/500 and even 600 pounds for a property nobody was living in. I have complained 5 times with no solution whatsoever. Even from this post they will give their standard response because they are not actually interested in customer complaints. Think very carefully before you sign up with them.

This company has the worst customer service ever! Most of the staff will happily have you waiting for 20 minutes at a time, thereafter they might just hang up on you or transfer you to a colleague who will have absolutely no idea why you have come through to them. Seriously, do not contemplate moving to OVO!

The worst company I’ve ever dealt with in my life.

absolute joke. My bills had randomly went from £80 a month to £150 to £220. I pay the bills at the end of the month then 2 days after paying the bill our account has went from in credit to -£150. This has happened multiple times, probably stole hundreds from me. Absolute scam!

A disgusting company. They have sent me for the third time now a final bill. I've repeatedly asked the to terminate & they keep billing. Avoid this company at all costs.

Omg, I have pay as you go meter. Ovo sends mi bills 🤣🤣🤣 I’ve already once won a case against them for doing that, they paid me compensation and insist on sending bills again. No learning, is there. Jeeeeeez. Leave this company asap.

RUN! Don't waste a moment of thought of having this company. Complete waste of time. Have had a long running problem with the gas meter and 3 months later still haven't had the problem fix. The customer service team are useless at helping and have been less than helpful. They would rather we fiddled about with the meter than actually get an engineer out to help. The engineers obviously don't want to be there doing their job, is the impression I've received and don't have a clue what there doing. Been told they can top up the meter by the customer service team to be told they can't when they came to my home. Now I've been left without hot water and heating for 2 days now. Do not do business with them!

Best one

Absolutely terrible, would have put 0 starts if it was possible. Have been told that we are paying for the wrong meter - took them 3 months to realise this was not the case , through which I was advised not to pay any bills. Now my bills are sky high and my credit score down in the dumps and they wont even write a letter for me to send to my bank

Forced to them by SSE 5 years ago! Constant hassle to ddm or pay monthly! SSE were paid quarterly,sothis lot have been...on time, in full, EVERY THIRD MONTH! about 10 days BEFORE next quarterly bill isdue, they send email TELLING ME MY ACCOUNT ISIN NEGATIVE BALANCE !!!! so their records for 5 years don't show I pay quarterly....REALLY??????????? FIVE YEARS of evidenced factual proof of QUARTERLY payments yet they send that ???????? Wow!!!!?

I am going through a nightmare with OVO. I have recently bought a property for rental purposes. I have a pay as you go tariff. I never lived in the property and yet I was sent a bill of 183 pounds. I was told it is an estimated bill. I don't understand how they can send an estimated bill when it is a top up meter . I called the customer line which was another task as I was sent through different departments. I must have spent over an hour on the phone. I finally managed to get through..I spoke to a gentleman named Andrew who listened to my query. He raised the issue with the billing department and I had asked him to close the account which he assured. I received an email about what was discussed. It has been more than 2 weeks and today I received another bill. I don't understand how this company works but it is absolutely shocking.

Sounds like a classic case of ignorance and lack of professionalism from Ovo. A bill of over £12,000 – absurd. No effort to explain the issue, no logical response, just "it is what it is." And then the situation with the Smart Meter display – the engineer says one thing, the company says another, and in reality, no one had taken care of it. Only after a phone call did someone "graciously" order it to be sent to my address. And that lady? Zero empathy, zero willingness to help – asking, "Is there anything else?" after such a mess is just the icing on the cake. As if the customer was doing them a favor by calling. It’s hard not to laugh… through tears of frustration.

Awful, was transferred from SSE, was informed I had underpaid based on estimates, was sent a bill for just over £30K!! When I questioned this it was reduced to £19K, then, £9K. I was subsequently worked out they owe me as I have been overcharged for the last 15 years. can I get anyone to sort it, no chance, my account is on hold, but I still get a bill every 2 months, despite assurances that this will not occur. They even managed to get a delinquent payment note on my credit score, that had to be removed. Hopeless, Im sure every email I get, and Ive had over 20 from different people are AI emails, and the people do not exist. I plan to take a personal visit to their head office in Bristol, and wait in reception until someone comes to see me. Its amazing how customer service can be this bad.

Ovo ran a credit check on, and they are demanding 1000 deposit upfront, my direct debit only £58 pm, how did they figure out i need to pay £1000 thats astronomical amount of money for a 1 bed flat, come on ovo!

Worst company ever, constantly getting plagued by engage , who say that they have been told to contact us. Sending threatening letters etc.... Left OVO at the first chance I had. Now with octopus energy and have no issues. Avoid this company at all costs

I was incorrectly billed for a period of time at a property after my tenancy had expired. This was explained to OVO months ago who assured me it would be clearly noted and all should be well. Despite this, it was passed to a debt collection agency called LCS. I have since been contacting LCS and OVO regularly with various documents to prove that I was not the tenant (despite the fact I had already done this months ago) and they simply don't seem to get it. OVO should be directly telling LCS to cancel the debt without need for further correspondence and time wasted from myself but for some reason OVO staff are not doing their jobs. If I could give 0 stars I would. Very glad to have left OVO due to terrible customer service. Please don't bother responding with a "sorry for your bad experience" message unless you are actually going to tell your staff to contact LCS and resolve this matter directly.

Hopeless and their boiler cover is a scam

They not like us ...

Very rude customer service. The lady on the phone had no patience dealing with a customer and almost literally shouted at me regardless of telling her the meter was actually broken down and not that I ignored her instructions. Ovo, please train your staff to be polite and have basic etiquette of dealing with customers.

Very helpful when we moved

Update. I have now been waiting 2 months for payment cards to arrive. They still haven't. In the meantime, I have now switched to Scottish power. The first thing I noticed about Scottish power is that their operators can hear you on the phone, and I could hear them. What a relief to be able to talk to somebody without having to compete against the background noise of the OVO call centre, bilss. Secondly, they switched me, free of charge, to pay monthly and will also replace my meter for free. Something OVO wanted to charge me several hundreds of pounds to do. Thirdly, their operators actually listen to what you are saying and do NOT constantly just talk over you. Luckily, I had enough credit to see me through to the change over, Scottish power will recover any remaining credit on my behalf. So, with great happiness in my heart, my time with OVO is OVOR! How much better overall Scottish power is compared to OVO remains to be seen, but they are off to a very, very good start 😉👍 ======================= I was automatically transferred to this company from boost, and much to my suprise, they are even worse. Rude staff and a non functioning app are just the start of the problems... Even with "help" from their call centre, They were unable to get their app working and make payment. The solution... send out old school payment cards and go to your nearest shop to make payments, absolutely pathetic, welcome to the 21st century 🤷 I'm currently looking around for a new supplier.

Haven’t used this company since may 2021 paid what I owed for my old property which I had moved out of then, and finished paying the debt off years ago now the last couple of months getting court letters to my new address saying I owe hundreds more than what was originally owed but now telling me I’m ignoring every contact and debt collectors will be at my door called ovo myself to explain how it’s effecting my mental health as I can’t work atm due to health condition I’m now being pushed over the edge not wanting to be here for them to shout at me and hang up on me after explaining my account had been closed due to payments being finished

I was very disappointed to learn that my SSE account had been transferred to OVO without my prior notification, let alone without my prior agreement. Having just read the customer reviews, which are universally negative, I am horrified at the prospect of receiving even worse service from OVO than that which I suffered under the hands of SSE. I shall seek an alternative electricity supplier forthwith. Should I suffer any of the problems from which the existing OVO customers suffer, I shall seek legal redress immediately AND lobby my MP and the Energy Ombudsman to take the electricity supply industry back into public ownership where it belongs. Yes, a zero-star rating would be appropriate here. AVOID!

OVO from start to finish think up the most difficult way to deal with customers. I was forced to open an account with OVO which I did not want (a prepayment metre connected to OVO was in place at the new property I had purchased). Fortunately I managed tto switch the account after 3 days to the provider I wanted with a standard smart meter. From trying to set up my new account with OVO on my new home (an hour on the phone standing in the rain on move-in day talking to someone who could barely communicate), they could not get my name right - despite acknowledging my correct name, to the extortionate charges for 3 days of use, to trying to make a final payment... a bill arrived (with incorrect name) with no info on how to pay, except a number to call, and another person who struggled to speak clearly only to have them send another email with bank details. Duhhh... apparently Ovo has no idea how to include bank payment details with the bill...?! Lets see if making payment is the final interaction I have with OVO, given my experience it would not surprise me if they fail on this as well. AVOID if you can, regardless of price they offer their customer service is appalling. UPDATE: I was right it is not the end of the OVO experience. Today I received a cheque for £40 that according to the one sentence letter it came with, says I requested. I did not. That is nice of them, however it still got made out to the incorrect name 'Christine' not 'Catherine' so cannot be banked.

Was on the phone for two an a half, trying to sort out problems. Staff didn't know what meter was fitted

OVO u have left me and my two young children aged 4months old & 8 years old without gas supply made 3 appointments someone turned up but you took the job away from him then nobody has bothered to turn up since !!! It's freezing cold 🤬🤬🤬🤬 absolutley discusting service

ive been on ovo for about 6/7 months since moving into our first home and all i can say is ive had nothing but amazing customer service with them, i once spoke to a man called wayne and hes so so kind, me and my partner were going through a hard time as i was told i could no longer work due to health reasons which meant we were not getting as much money i rang ovo and spoke to wayne and he was so understanding and reassured me i was not alone and helped me resolve this! everytime i’ve rang them they’ve been nothing but helpfull could not ask for a better customer service!!

Im actually AMAZED at the amount of bad reviews of this energy supplier. I've been with ovo for many many years and i am VERY pleased with everything! Even refunding most of my credit which builds up. The App is fantastic and very easy to understand. TIPS to save energy: Don't leave lights on around the house when not needed. Turn it on ONLY when you need it. Many people, especially kids/teens leave their phone charger on 24/7 = this is costing you! The same as leaving laptops on 24/7. Microwave on during the night!? why? switch it off at the wall! Hi-Fi system on during the night? Switch it OFF at the wall! TV on standby? switch it off at the wall! When your heating comes on, close your lounge door and keep it closed. The same with your bedroom door if you want a warm bedroom. I hope this helps :-D

Absolutely shocking service .. been asking for a printed bill for 3 months .. nothing the customer service team are so poor they have no interest

If you can, don't use this company. Like MANY of the other reviews they stole money from me. Customer service is snappy and unhelpful.

Apparently I’m not allowed to have my name and information removed from the account until my previous landlord has paid the balance owed. I’ve called numerous times and each time it has been answered with “we cannot do anything, you must speak with your landlord.” I have provided information of moving, tenancy agreements and written confirmation from my previous landlord about changing the account/him being the payer, but none of that has helped. I would not recommend OVO to anyone.

Happy i changed to a diferent company .They were making us pay for somone else's electric even tho we sent our information to them then we called up and said it would be cancelled wich they said yes and they would give us a refund 1 month later and they are trying to charge us still and we haven't received our refund.so called up again a different person answered and said they can't do it without us sending our meter info again so they can set up a case for it .

All good

Never in my life have I dealt with such a bad company. These lot are a complete joke. 1) I bought a house and changed suppliers. Change over happened on 5th November. 2) I rang ovo to pay for my energy use from the 28th September to the 5th November. They took a payment from me of 60 ish £. I got meter readings from them for the new supplier and they said that was it. Goodbye. 3) A few days later I got a letter through to say owed around £140 from dates I wasn't even in the property. I raised a complaint and was dealt with by a complaints manager who said he would look into it and make sure it's sorted. A few days later I received a phonecall from the same manager saying it has been sorted and I don't owe any money. He admitted the person I dealt with initially messed up and made mistakes. They were trying to charge me for the previous owners energy use even though I've told them numerous times I've just moved in on the 28th September. Managers words:: all sorted no money owed. Case closed. 4)A week later, another letter through the door addressed to "the occupier" saying £64 was owed. I ignored it as I thought it must be a mistake. 5) A week later, another letter addressed to "The Occupier" saying the same thing. Call to pay. I rang and explained the situation. They kept me on hold and then it ended with I don't owe any money and accounts are closed. I asked then to stop threatening me with letters. They said no more communication. 6) A week later ( a few days ago). Another letter! Addressed to "The Occupier" demanding £64 again. This time it said to pay within 7 days or where passing information onto debt collectors! I made two phone calls that day. First phone call: I explained situation. I was put on hold. After 40 minutes she came back and wanted proof that I'd started the tenancy! I told her I've bought the house and got the keys on that day. I argued with her that why should I prove when I moved in. What about previous owners? Surely you've had to deal with them and they must have told you there leaving date. I explained I don't have anything apart from solicitors emails and estate agent messages. She said she would ask if that's OK. I was put on hold for 45 minutes again and my signal went, so the phonecall got cut off. I then received an email with another account that was set up in my name saying I owed £20 something!!! I rang back and explained again my predicament with last phonecall they'd set up another account and now I owe £20 something. Again I was put on hold for another 45 minutes for another lady to come back and say there has been a massive mix up on our end and big mistakes have been made. They said that the first initial payment of £62 pounds was made to the previous owners account and not mine. Again they said its all sorted and I don't owe anything. I will be receiving a letter in the post to prove this. 7) Today I wake up to another email saying I now owe £40 something. I rang and explained I've had enough of this and if this doesn't get sorted today then I'm going to the Ombudsman and getting my solicitor involved. The last person I spoke to explained to me that I don't owe anything and that I was getting a letter to confirm this. I was put on hold for 30 minutes for them to answer and say again there has been a massive cock up there end and that all accounts in your name and against your address and have been set to zero and you don't owe us any money. I asked to have it in writing in an email and via the post and I wouldn't get off the phone until she did. Whilst on the phone I received an email stating that all 3 accounts against the address have been set to zero and that I don't owe any money!!! All I can say about this company is that they are a complete joke and the most incompetent company I have ever had to deal with. There customer service is atrocious and has caused me nothing but stress and anxiety since having to deal with them. My advice is to stay wely from this idiotic company and stick to a decent company like octopus 🐙

Shame you can't give 0 stars! I closed my account with a credit balance on it, they sent me a cheque for a refund of my credit then all of a sudden they're trying to tell me I now owe them money?! And not just a bit of money over £1000 even though I was never behind and always kept my account in credit, to the point I got a refund for that credit when I moved out and closed my account? Absolute joke of a company, I can't wait to see this one play out in court because I won't be paying them.

Just another bad energy supplier who has made so many errors and messed up my bills so bad it’s hard to put it all into words. Considering I was with them for 8 days after buying a house this year, they are chasing me for £1400 worth of bills which are nothing to do with me! They were informed with meter reading when I bought the house, and all I’ve had is grief from them. I’ve got two different accounts, three different bills, and some of those are dated months before I even lived here🤦‍♂️ How can one company be so incompetent, for goodness sake, DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY. Answer to corporate response given: I reached out two days ago - your letters and web site say your open on a Saturday - but they too are wrong - your closed!! I also sent an email but have so far not got a response!! Another week - another request for more information from OVO 😳 This is despite giving them everything they asked for to challenge their lies about “actual” meter reading they made up! I sent them an email from my new supplier with the correct meter readings - they refused to accept these, despite already having been supplied them by my new supplier and them “losing them”. I’ve now sent pictures of the new suppliers meter as they have asked for - it’s gone on for weeks, I’m a pretty switched on guy, it’s horrendous to think how they expect your average customer to deal with the utter incompetence they display. But that’s it, they try to win by complexity and wearing you down - I’d rather see them in court! After 4/6 weeks of this - bearing in mind they say they will try to resolve things in 48hrs - I finally got this sorted. It was a total mess, and they were totally in the wrong and to blame, but took a huge amount of time to sort this, and made me jump through hops repeatedly getting information they all ready had, as the previous occupier told me of the grief they had with them also, so two different people and a new electric company gave them readings - which they simply did not believe! Once again - DO NOT USE THIS COMPANY, their service is garbage.

Don’t join this company have your eyes out can’t do a thing “sent a card” with credit I never got bet still have to pay it back then stopped the card currently have so put money on that so wasted money can’t get it back sat with no gas coz of them don’t join ovo there useless

I'm still waiting for my SARS request after three months now as went to ofgem as it has been messed around how much I owed and you had not closed my account as yet trying to explain but the advisors don't know what to do or anything not happy

This is the worst company and the worst app. Nothing works. Their app has stopped working since August. I called support, but it didn't help. You can't even log into your account on the website. It constantly gives an error message or that it is impossible to complete the request.

Took £253.00 out of our account when we were paying £50 which was covering usage when I told them not to as I was £274.00 in credit with no gas used and low electric. I could be more understanding if I was in debt, but just to help yourself to extra money is very unprofessional especially when I asked them not too, so let this be a warning to others in my position., tried to change the direct debit online but they set it at £183.00 also never pick the phone up, it’s a shame there is not more selection of suppliers in this industry. Spoke to OVO and received a full credit, they will review this going forward, thank you

Filed a complaint about them to the ICO about misusing my personal data. Despite admitting itthey are still doing it. STAY AWAY FROM THEM!

What a shocking company. The most stressful experience of my life trying to explain we only had one electric meter not 2 like their computer said. Never ever will we go back. Awful company

Have OVO boiler breakdown cover which includes yearly service. They send text 3 days prior to service and another day before then dont turn up at all. No call absolutely nothing. Totally peed off as requested day off work as nobody at home. Email sent and again NO reply! 2 days later a text arrives at 4.30 to say rescheduled for next day, bloody fuming!! alright for then to arrive when they feel like it. I suggest you stay away from this company as they have no customer service or respect the people who pay the bills. ABSOLUTE GARBAGE!!!!

staff do not tell the truth Managers give incorrect information

Appalling - no stars - cannot even say that the customer service is poor - it is non existent.

Really terrible - their opening hours mean that they believe none of their customers work! The attitude of their staff is shocking! We have only been with this company for 4 months and we wont be staying any longer. Worst customer service I have ever experienced!

Rudest customer service. Sent them 7 emails within a month with no reply. Even though they weren't supplying us with enegery, continued charging us and ignoring us. We called up and got verbally abused by one of the staff. Had to do a bank query to get a full refund. Absolutely disgusting business, no point contacting them unless you want to be ignored or harassed.

Absolute scam artists trying to say we owed them money despite the fact we were on a pay as you go meter. Saying that every time we top up our meter we go £1 into debt because we were somehow using more electricity than what we were topping up. When the meter got low we topped it up hence pay as you go. Absolute con artists and the customer service staff could use a lesson in manners.

Unbelievably bad customer service. They tried to install a Smart Meter for my grandmother's estate despite being told VERY CLEARLY not to install one while we were administering her estate. Unbelievable.

Requested a £326 refund from overpaying on my direct debit, was advised it would take 10 working days. After 10 working days money had not been received. After multiple phone calls to OVO where I was told it is definitely sent, I was repeatedly palmed off and told to contact my bank if the payment was missing. Eventually they admitted that the first customer service agent took the money off my account and never sent the refund! Wasted hours on the phone with unapologetic customer service agents in South Africa who were difficult to understand and definitely couldn't understand me at times. Their 'solution' was to send it again where I would have to wait another 10 days for payment, I don't have £326 to spare. Terrible customer service with every contact. I am now switching providers and not confident that I will receive the rest of the refund that I'm owed. Avoid at all costs. I expect like everyone else I will receive a reply from OVO underneath saying they are 'sorry' for the experience and a link to their website, waste of time so don't bother commenting. Update: following this incident I started the process of moving to a new energy supplier, after arranging to refund even more credit that had built up in my account, OVO told me that I should not cancel my direct debit, that the account would quickly be settled as it was in credit. I should have ignored this and cancelled the direct debit because days after the account had supposedly been switched over and 'settled', ovo took another £131 direct debit payment and THEN cancelled the DD! I have now had to phone them again to arrange this to be refunded and will have to wait another 10 days for them to refund my money. The customer service agent didn't apologise, didn't admit any fault, tried to tell me I should have contacted them a week before the account was due to switch despite me receiving emails from them specifically telling me NOT to contact them as it will all be handled, they also tried to say the reason my direct debit has not been cancelled was because the bank needs it in place for me to receive the refund that had supposedly been sent a week before, utter BS as direct debits have absolutely no impact on money sent from OVO to my bank account and now they are going to send the latest refund with no direct debit in place! Avoid avoid avoid avoid...

The AskTili service is just pure spam trying to dupe you to use Ovo Energy without giving any comparison from rival energy suppliers. They keep spamming you with no way to unsubscribe.

Been with ovo approx 7 years, had problem with smart meters not sending readings, couple of wasted calls to try and sort out issue, changed tariff to fixed load more confusion. Found there c/care team hard to explain issues too some wernt even interested or didn't understand transferred calls to which they hung up! today actually found ovo customer care really helpful? They organised meter replacement without question advised me on better tariff and swapped talked me through all the options available felt like I was talking to another company.... hopefully this is not the only good employee they have 👍 Would of been 5 stars apart from previous calls

I have tried to understand after being charged £800.00 bill which I was told it's estimated. Now that I want to understand the criteria that OVO use for estimates no one is able to explain and they are now changing saying they are accurate readings not estimates. Why is it that no one is able to explain my over estimated bill

Appalling customer service. Your call centre in South Africa (SA) phones me up as the collections agency and tells me I am in arrears and gives me an amount. Trouble is I spoke with two other departments the day before who both told me a different lower amount. SA tells me price was from a particular date yet letter to me dated week before gives me an all together different price. It's like you make these numbers up.

I just transferred AWAY from OVO after 9 months of failure, takes a few days to do automatically. They were threatening to send debt collectors in for the criminal sum...of £183. Probably cost more to hire debt collectors. What if I was really struggling? Noticed an earlier review had mysteriously vanished....all reviews are transparent and real. Kept on over estimating my bill, and trying to charge me for the previous tenant. Stopped my direct debit otherwise they would have taken hundreds. Multiple requests to go paperless, asking them to stop sending me emails, texts, paper to hassle me to pay my £60 bill. Told them they would be better of using AI , like Klarna, for customer service, it was just a pointless exchange of regularly correcting mistakes, ignoring complaints, at one point they offered me a bribe instead of complaining, I said no, they ignored the complaint, more than once! Hard to find a decent company, had the same problem with Octopus energy.

Total rip off merchants,stay away from them,my energy bill been alot lower since having a smart meter no changes have been done and they still say I must have been consuming the excess amounts,bills have dropped by half,

Despicable company when bill is slightly in debit they staightaway adjust your payments upwards. However as in my case when one account is hundreds of pounds in credit they make getting a refund time cosuming and difficult . These payments should be automatic they must have £millions of customers money in their accounts.

Their emails are sooo… chaotic ! I moved into a property supplied by OVO in March and decided to swift to another energy provider. I’ve told OVO to close the account and paid the final bill as stated from their email. On 22 April, I received their email stating that thank you for your final bill in full. However, it is not the end of the story! On 10 June I received their email to pay the final bill. I am so confused. My account was closed in April, why is there another final bill? Besides, the outstanding amount I need to pay is different from the final bill. What happen? I spent a lot of time to check all the billings and answered their chasing calls to clarify how much I need to pay. Wasting of my time!

Very poor customer service,guy didn't known what's going on ,how to help so he just hanged up.

Just moving home to a bunglow we've been with OVO years and wanted ovo in are new home now they say failed credit check we only want it changed over to carry on with OVO at are new address absolute Joke the attitude of the guy on the phone said it was basically tough !!!

No stars for this absolute useless selfish horrible company what an absolute joke gave me a refund when I cancelled with them as I was in a lot of credit for then 8 months down the line to bomb bard me with texts and calls saying owe them this money back to be told by a lady on the phone it’s the company fault I’m not the only costumer it’s happened to but I still have to pay back 🤬 no this is a you problem not mine

AVOID this company like the plague!!! Customer service is shocking - they make up their own numbers for opening balances. Have paid 300-500 monthly for a 2 BEDROOM FLAT when I finally had enough and opened the dispute they have rung saying they changed my opening balance from 6000 to 4000. It was already from 4000! Now just received an email saying dispute is complete and they have changed it too… wait for it.. the same 4000 it was already at. Honestly have no idea how they get away with this. It’s June I have not had the heating on once for months and my bill is STILL £300 while everyone’s out/at school during the day! SCAMMERS.

TERRIBLE SERVICE, I CAN SEE ON MY SMART METER HOW MUCH I'VE USED YET THEY CLAIM I OWE £900++ MORE WITH ZERO EVIDENCE. ACTUALLY STAY AWAY FROM THESE FRAUDSTERS.

I've just had a mindless, bland, nonsense email from OVO (I am a customer): "We want energy to be better for your wallet and the planet. With Beyond, your Energy Savings Account, you don’t have to choose between the two. Beyond gives you the power to save on your energy bills today, and bank rewards for a greener tomorrow. From the moment you join, you’ll start to build up rewards for staying with us, like free EV miles. Banked, ready when you are. And you’ll unlock the power to start saving energy and money at home – with energy insights, offers, and much more. We're excited to have you with us on this journey, and we’re keen to hear from you too. Please email any thoughts or questions about Beyond to hellobeyond@ovo.com. Thanks. The OVO Leadership Team". I have replied with: "What exactly does this bland email from you SAY? Really, you need to rethink your communications with customers. AND who/what is the OVO Leadership Team? It's enough to make me switch supplier.

I've just tried to deal with OVO Energy Customer Services to discuss an error with my bill. They have failed to address my question, failed to resolve the issue, left me frustrated by their rudeness, and totally wasted my time. The first person I spoke with had very poor customer service skills, didn't seem to know what they were doing, and didn't know how to deal with my question. Furthermore, it was almost impossible to communicate with them due to the noise of their colleagues talking in the background. The person eventually transferred me to another department (which must have been overseas), but I couldn't understand that person due to their strong accent and poor use of language (so many ambiguous terms that made no sense). And then, they suddenly hung up, or we got cut off. Nearly 45 minutes of my time were spent struggling to communicate with two people who couldn't address a simple question about my bill due to 1. A lack of competence, 2. A lack of communication skills. 3. A lack of concern. If customer service and support is important to you, then stay away from OVO Energy.

The worst energy supplier. Can't trust them for anything. Difficulty to understanding their bills as they mess around all the time!Avoid them if you can!

Appalling service, complaints get filled in the bin! Our complaints are closed before they contact you so to meet the complaints deadline for ofgem. Complaints don’t get escalated or sorted. So frustrated as problems have been ongoing since our migration from SSE. Now contacting CAB and OFGEM.

routinely hangs up mid call just because they dont allow their workers to do anything that may benefit the customer.

Well where do I start I booked to have a smart meter fitted for Saturday the 11th of May between 8 and 12 in the morning so we Stayed in all day so on the Tuesday the 14 of May I rang them to ask Why they didn't come well it was like having Tooth ache talking to Who I was talking to he Just kept saying computer say noooooo so i got so fed up i put the phone down but today Saturday 18th May received a bill for £22.59 . On top of the Letter it says we can help you to stay on track i am just glad that they are running a Train company. will be getting in touch with them on Monday to see what the £22.59 is for maybe a fine for putting the phone down

Disgusting company, Kept phoning me and I told them over 10 times I will NOT discuss anything over the phone and to email or text. They then kept adding voicemails. I complained. Twice. Got told they cannot talk to me without and account number or the email on the account. I DO NOT HAVE AN ACCOUNT. Sending me final reminders for money I do not owe. Will not explain how I owe it. When I try to log into the invoice for more details it says it has never heard of my address. Will be taking it further. Keep away from whoever these people are. You cannot get ANYONE to actually talk to you via email at all. Looking at all these reviews they are just being sent to the same page I was which is of NO help at all. Terrible

My very strong advice is avoid this company at all cost,they are absolutely awful, the customer service people are not in this country and very difficult to understand there broken English is inaudible. Another reason is the excessive meter charge For just the electricity meter cost £1per day x by 365 = £365 per year,weather you use any energy or not.This is disgusting and a utter rip off .

Horrible

Used to be good, but not any more. Seems to be the way of things unfortunately.

Why doesn't customer services open on Sundays ? Overall a bad energy supplier. Putting customers into more debt . Won't acknowledge payments by standing order are a legitimate way of paying bills. Just disgusting. Send debt collectors out without prior notice. Just disgusting

Awful company. One thing they are good at is harassment!!!

They lost the chance to price a deal for a 300,000 kWa per year contract because the numerous customer service operatives I spoke with did not understand English.

My application re the Smart Energy Export Scheme from my Solar Panels has not been processed despite me submitting all the relevant forms and my ID twice now and having received a promise that it was being dealt with. I first submitted a Google form on 15.03.24 with all details and then heard nothing. I then raised a formal complaint which was followed by a flurry of contact from different Ovo personnel including Mich in Ovo Customer care and Zenani. I then submitted all the relevant data and my ID again as they had requested and it has again gone totally silent! I emailed all depts - the FITS and Seg Team and the complaints dept again on 23.04.24 and as of 26.04 .24 have had no response! I would much rather stay with Ovo and have this issue resolved ... but this needs to be processed please! Ovo are receiving the additional energy that my solar panels produce and not giving me anything for it! it would not be a lot, but every little helps! Wondering if anyone else is having the same issues?

Terrible company. 3 times the average charges. I tried to call and email, no response. I had to leave them. Avoid

Left OVO in August 2023 and took forever to get final bill produced and now eight months after leaving, out of the blue, I received an e-mail from OVO with my "final statement" stating that I owe them money when my account has already been closed out!

Would give 0 if I could

They’ve taken two payments within two weeks leaving me down £70 today! Refused to let me speak to anybody higher and won’t let me get a refund for another two weeks as they want my bank statements even though I can prove it right now! They’ve been quite good since I’ve been with them but this has just tipped it for me. Two young kids left without!

I received an email from OVO today about moving home. Well i moved 4 years ago and received and email only today (talk about system glitch this is the explanation they gave). They should not be retaining data, considering I'm no longer a consumer. Imagine it took 4 years for them to confirm a house move. The customer service person was rude when i called to address this issue.

The pits... invented £1000s on bills to put pressure on you to pay.... awful Service My £3O96 bill for a quarter was actually £386...plus a £10 fine...for one day late payment... Switch time

Good place to go to sort out your bills

Absolutely atrocious. AVOID AVOID AVOID. Worst energy company in the market. Can't even begin to document the drama with this crowd. Do yourself a favour and look elsewhere.

Terrible customer service.

Absolute dumpster fire of a company, I was forcibly migrated to Ovo when they bought out SSE and had my Economy 10 account transferred to Ovo. Since September lat year they have had my meter set to Economy 7 off peak times but switching my devices based on Economy 10 times, meaning I am missing 3 hours a day of cheap electricity, being overcharged for my electricity and could not use my heating correctly all winter. This has been through the Ombudsman service and still they refuse to resolve the issue. They have lied (I have proof) to me, the ombudsman service and to other customer sin the same position (I am currently aware of 100+ with this exact issue). Customer service is non existent, emails go unanswered, phone calls are not returned and the buck is just passed to someone else with a different job title each time without anything actually being done. It is so bad that I am now taking legal action against Ovo for breach of contract, as advised by my solicitor. Ovo have been aware of this issue for HALF A YEAR and deliberately choose to do nothing about it despite over 50 emails, phone calls and letters from myself, an Ombudsman ruling that they are at fault and legal action commencing. If you were considering becoming a customer of this company for any reason, DO NOT! Go and read the Ovo forums if you wish to corroborate what is written here and see for yourself what kind of 'company' this is.

I don't know what to say but the customer service is awful. They cannot explain basic maths. Take too long to calculate and also they are not interested with them work. It is a shame! I think I will cancel my contract.

Ovo is awful, no matter how many times you email, call, contact in chat, or in Facebook they are never able to sort your problem. A month into battle to stop getting letters and counting.

DO NOT HIRE OVO - TOTAL SCAM AND ABUSIVE CHARGES! We used to have a pay as you go (top up) system from Boost but we were forced to change for a smart meter with Ovo because the system wasn’t working and they couldn’t fix it. We spent 3 days talking to Ovo and Boost to get this fixed, dozens of hours on the phone with horrible customer service. Now that the meter has been changed, we have been receiving ridiculously high energy bills, over £300 per month for a 2-bed apartment in Southampton. At one point, our monthly electricity bill went up to £700 per month and when we contacted Ovo, they said everything was normal. We had to insist a lot over the phone for them to recognise something had gone wrong. Our normal bills are still £300 per month, which is still ridiculously high, especially given that we barely use the heaters. It is IMPOSSIBLE to reach Ovo without spending multiple hours on the chat or on the phone. And every time we bring up the issue that we believe we are being charged too much, they either shut down the chat, or they keep transferring us to other departments until they’re closing time. Every time we manage to reach them, they ask us to run the same tests which takes a lot of time, and they keep leading us on until they close, after which they stop replying and the chat is lost. At one point, a Boost employee even recognised that something might be wrong, but right after, the chat was suddenly shut down, AGAIN. We do not agree with what we are being charged, and it is virtually impossible to get hold of them. We want to change providers and discuss these ridiculously high charges. We have also hired a lawyer to file a lawsuit against Ovo if they do not remove these aggressive charges (and we will be charging for the countless hours spent trying to reach them). DO NOT HIRE OVO! TOTAL SCAM!

Can not get in contact with the correct department to find out why my account is increasing with debts of over £700 per month. They are refusing to tell me why the cost is what it is . Gone from bill less than £100 per month to over £700 . In one month ....of not using the central heating . Just ridiculous...also refusal to other energy providers for me to swith while any debt is outstanding. Such a con . Getting lawyers involved...as energy ombudsman isn't any help .

Would give 0 stars. Cannot even begin to describe how bad the customer services is. When you speak to someone they take your details, say they will look into it and never come back to you. I’ve had a case open for 7 months, which I case every week or two. I get a similar scripted response at the time of the call, then never hear from them again. Wouldn’t even recommend to my worst enemy. Do yourself a favour and use another supplier even if they are more expensive!

Awful customer services. They are inept and unable to help each and every time.

The boiler maintenance and insurance section have yet to understand that customers pass away and the account has to be dealt with by executors. Executors need assistance not intransigence and insensitivity.

All OVO do is harass you, send threatening letters and cause distress over the most trivial issues. had to block their number and emails because of the distress they were causing me all because I refuse to set up a direct debit with them after they changed my DD from £175 to £291 WITHOUT MY PERMISSION!!! Cancelled my direct debit and now pay them myself every month, but apparently that then gives them the right to harass me. The most disgusting supplier I’ve ever been with, you really should be ashamed of yourselves making a vulnerable person unwell with stress. I’m switching asap (as long as you don’t keep refusing my switch for no good reason!!) customer care has completely gone out the window with this incompetent company.

I moved into a new rental property supplied by OVO, but changed to Octopus (who are excellent, been with them for years). The change over seems to have blown OVO's minds! There is an amount to pay for the transitionary period, I'm aware of that. I contacted them and have managed to pay for the gas usage. But they told me that there was no record for the electricity. Seemed odd. Then they sent a bill 'to the occupier' for gas and electricity, but none of it matched any real meter readings. I have spoken to 5 different OVO customer service operatives. 3 of them have told me to ignore the bills and letters, even though the last letter threatened sending debt collectors to my house, which I find intimidating and embarrassing. The last person I spoke to, rather than sorting out the mess (which would be very simple) and letting me pay any difference, told me to ignore it and if debt collectors turned up on my door step, that I should show them my rental contract. Why, in the name of all sanity, should it have to get to that??? I want to resolve this and OVO are making it impossible. After refusing to allow me to talk to somebody that might be able to sort it out (a manager or even a grown up) the only option, beyond waiting for the debt collectors, was to raise a complaint. Why do I have to complain to resolve an issue that involves giving you money? I have spent the best part of a working day trying to resolve this and I now expect that to be taken into account with OVO's final settlement figure. Just dumb! Complaint ref: 22810648 Thank for listening. Nobody at OVO does. (P.S. I am aware that you cannot address this on this site, but I've complained elsewhere and you have my complaint reference number, so you have my details.) (P.P.S. I know that you have to send bills 'to the occupier' a certain amount of times before you can pursue anybody else, but I have paid the gas amount and I know that I am likely liable for some of the electricity, but nobody wants to listen and resolve the problem.)

What a joke of a supplier! Honestly a nightmare of a company AVOID!! If I could give 0 stars I absolutely would, since September theyve been nothing but unhelpful! Firstly they switched the account to themselves with out my permission? Then said it’s the landlord but the landlord had no right(and have said they didn’t)! After going back and forth for 4 months they said they’d resolve it so I could go back to British Gas then they had the nerve to decline it after telling me to get British Gas to transfer! (I’ve had two complaints with them and no resolution) Today I left the phone call in tears, from the delightful lady Fiona after requesting a deadlock form, after being rude and unhelpful I asked to speak to some else for help she told me “a manager isn’t going to want to speak to u about this” Honestly I’m disgusted in this service and wouldn’t recommend them to my worst energy💔

I have honestly never experienced such awful customer service. I moved into a property currently supplied by OVO on December 12th and feels like OVO is doing everything in their power to stop me from settling my final bill and switching to my preferred energy provider. I have contacted OVO at least 10 times since moving in and have been told excuse after excuse; that is after being left on hold for long amounts of time, lasting up to over an hour! Initially, I was told to wait for a welcome letter, however this never arrived. Promised by call handlers that they would 'look into this personally' and never hear anything back. I tried chasing this with OVO with no luck. I am stuck between a rock and a hard place: OVO continually block me from moving to my preferred supplier whilst also not letting me set up an account with them or settle the balance of energy used in the property since moving in - all the while adding to the bill. It feels illegal to be forced onto a supplier when you move into a property and then not be allowed to leave and have an energy rate and bill forced onto me. Because of OVO’s sheer incompetence I am now worried I'll be left paying the price of a potentially huge bill! I’d also put money on OVO drawing out the account set-up process with me so that they can then charge me with late payment fees. Avoid at all costs!

Appalling company refusing to fix their horrible business processes. I started a change of ownership for FIT solar panel payments, with SSE June 2019 after being in an horrific crash that resulted in my partners death. Unfortunately Grant of Probate was required which took a few years to get. OVO bought SSE. Tried to get hold of FiT team 18 Mar 2022 to find out where to send Grant of probate. Got bounced around, no replies to multiple emails or multiple online messages. No help from bereavement team. All they did was try transfer me to the FIT team which was never successful. A year later 06 March 2023 finally got through to FIT team and sent requested docs and evidence. Got an automated email insisting I start the whole process all over again. Had to send same documents x3 they kept on asking for same documents and evidence. 17 August 2023 they started to use my dead partners name on statements. I managed to get through to complains they assure me the account name had been changed. 19 September 23 they sent cheques in my David’s name. They ignored my horrified complaints. 05 Oct 23 Grace rang the first person to ring me and only second person to show compassion. She could not get me through to FIT team so logged a complaint. I got no response to my complaints and had to chase multiple times. January got an email to say all resolved and cheques reissued in my name. Spoke to Sidra who said the words I apologise with no meaning in her voice kept repeating same things. I have been repeatedly denied when requesting to speak to a manager or head of department. Told manager’s don’t speak to customers. I have already sent an email with the specifics steps I want OVO to take. I’m not going to hold my breath. I want heartfelt apology from Raman the CEO and want a full investigation into company culture and business processes and complete overhaul of both.

When SSE was taken over by OVO, my experience went fully downhill. My bills have been £200 higher than with SSE, despite not using that much energy, and the customer service has been shocking. I’d like to switch energy suppliers, but am in debt that I simply shouldn’t have. OVO has been the worst energy supplier I’ve been with, I definitely don’t recommend them. Horrific company.

If I could give this company 0 stars then I would! We bought our house and there were a lot of bills in the post box as the house had been vacant for nearly a year. I called ovo to let them know that we had bought the house and that the bills were nothing to do with us which I was told would be no problem, I gave them metre readings etc. I then received more bills in the post a few weeks later so phoned again to explain the situation. This then happened again, but this time it had my husbands name on it! I called them again to explain and also find out how they had got my husbands name, I was told it was a third party that had set the account up with his name and possibly through the estate agents. The man was helpful and helped me sort the account out by cancelling it, he also explained that as there had been a debt against the house that when we tried to switch our previous supplier over from the old house to the new, it hadn’t worked so we had been supplied our energy by ovo and had to pay that bill. I paid up the bill from the day we moved in to the current time and then set about switching to the other supplier. I also set up 2 separate complaints and then got a call from the complaints team to say everything was sorted. I thought everything had been dealt with until I received another bill in the post with what looked like half of the original amount, no explanation? I have now just had a bailiff at my door. Luckily, I kept all of the complaint information, had photos of all of my metre readings which were dated, all of my house owner documents etc to prove that we didn’t owe any money. I cannot believe the amount of stress this awful company has caused us in a time which should have been exciting! If you’re thinking about going to this supplier, DONT! They clearly don’t listen and it looks as if I’m not the only one that’s had issues with them. Good riddance, OVO!

VERY POOR CUSTOMER EXPERIENCE - Had an account with OVO, which was always in good standing. Closed the account when we moved house and OVO settled it in full via direct debit and closed the account. A couple of months later they accidentally paid me a sum of money, then hounded me relentlessly for the money back. Took them a month or so to explain what had happened (after a phone call and several emails from me asking what had happened), all the while they were hounding me with notices of unpaid amounts. In the end they said they were glad to resolve it for me, even though it was me resolving their mistake by paying them back the random amount they had mistakenly paid to me after our contract had ended. Other issues included them calling me and asking for someone of a completely different name, being unable to log into their website or app for months after being ported across to them by our previous energy provider. In the end their mistake cost me a fair amount of anxiety and a few hours of my time. Aggressive, uninformed, unprofessional, would advise avoiding this company as there are plenty of other better energy providers out there.

Truly one of the worst energy suppliers in what is already a pretty poor market. They have one the worst customer service department ls I have ever experienced thier atuide to gdpr is at best cavalier and worst down right illegal. Not only do they miss calculate bills, send out incorrect statements and persure the wrong people despite being informed on numerous occasions that there information is flawed. Thier call centers are located off shore leading to a terrible service and lack accountability you can spend litaral hours on the phone only to be disconnected because the agent has lost interest or is unable to deal with the most basic of requests. No matter the time of day or day of the month they are experiencing higher than usual calls, it's clearly no higher than normal its just normal but despite racking in millions of pounds they do not employe staff to meet the demand. Please do not use this company

Complete scam. They stole from me over 240£ last year. They offered me a refund of 100£ and still nothing received. Complete scamming company run by Indian costumer support outside the uk. Who pays 180£ for a studio apartment of 20m square. No tv no heating used! Absolutely a scam.

The WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED PASSED OVER 4 TIMES ON A PHONE CALL I MADE!!! I DO NOT RECOMMEND OVO AT ALL! IF I COULD GIVE ZERO STARS I WOULD!!!

I went into the main offices at temple quay Bristol, very helpful people......

Pretty cool and chilled office

Reported no gas 1801 hours on 13 22 2023 said I would have an engineer with me three hours nobody turned up my granddaughter was at house cold had to put to bed then waited till 2315 had to go to bed rang the next morning no explanation why the engineer didn't turn up still have no gas the company is a joke I would highly recommend u find a different supplier never had the problem with SSE . waste of time ringing them wish I could give a minus star rating

Very bad service Imade an account with them and I pay for gas and electricity and they send me statements wich it's not under my name and they send me a refund wich I topped up and I paid but the refund comes to the Landlords name I called OVO they say you have to contact the landlord to give you the money back which it is not fair.

Updated 4/12/23 pm - Just had a call from your complaints department. They assure me it is your standard policy to charge the account of a deceased customer at a higher rate if the direct debit ceases and that the policy cannot be changed. Both your Bereavement Team and complaints department disagree with the positive spin you gave in your response to my review. Was your response just an attempt to whitewash the post? At the moment I can only assume that your Bereavement Team and complaints department are correct that OVO do ,in fact, have a policy to charge bereaved families a penalty rate for gas and electric supply in some cases. Update 4/12/23 am - Thanks for your reply but I spoke to your Bereavement Team before posting the review. They were unable to help. Original review It appears that Ovo charge bereaved families a penalty rate for gas and electric supply in some cases. If the direct debit to OVO ceases because the deceased person's bank account is frozen (which is normal procedure) OVO will charge a higher rate until the bereaved family are able to get access to the deceased's account and set up a fresh direct debit. Furthermore, it does not appear to change their approach if the deceased's OVO account was well in credit.

Appalling. Patronising agent who did not understand issues with SEG application and kept asking me for a document that I had already sent. Call cut off twice.

Worst customer service. Zero synchronization of customer service office with engineering service. UPD: As a result, the desired result was achieved. To be honest, some support staff were quite good at helping us solve problems. So I guess I can add a star to the rating.

Useless company absolutely shocking been trying sort an issue out since January 23 and it’s now November getting nowhere except passed to different people everyone I call 🤬 wouldn’t recommend to anyone would only let me post by putting a start but don’t even deserve that 🤬🤬

Poor service, poor handling of complaints, poor handling of queries, total disregard for standards. Upside is, they've paid for 6 month of my energy bills by failing to meet standards of service. People reading this, read up on what you're entitled to. Edit in response to Ovo. Significantly inaccurate? I'm being billed and you're not my supplier anymore. Can't see how you can get more inaccurate. Sent my complaint to OFGEM today.

Stay away from Ovo as an electricity provider. They have been overcharging me for MONTHS and when I repeatedly asked to explain and remediate, it turned out they had no clue as to why. Since then I have been chasing them for for explanation and refund - unsuccessfully, despite having raised the issue with them TWO YEARS AGO. Utterly incompetent customer support who don't usually even bother to read email. Simply unbelievable. It's not even an energy provider - it's a scam scheme. Edit - Ovo’s response below nicely shows their competence and how much time and effort they spend (not) reading what their customers are telling them. Naturally I did try to sort things with Ovo first but after all the time I thought many other potential customers might be interested in my experience too. Clearly I am not the only one having terrible experience with Ovo.

Rubbish

Excellent service. Much better than SSE

Truly awful customer service. Even the exec complaints team don’t reply when they say they will. A minor clerical issue on their part remains unresolved after months and months and is becoming a bigger problem as time passes. I have emailed, called, WhatsApped and nothing gets replied to. I expect a bland response to this review inviting me to call a general number where you’ll hold for ages and nothing will get done. Can you give me a named contact and direct line? You are truly having a customer service meltdown.

Really scummy company. Looking at the other reviews here, they are clearly bullies when you owe them but in my case they owed me and it took months and months for them to perform basic admin tasks to get it resolved. They are Sub standard in all areas despite how well they present themselves on social media... would have been happy to write my experience off as a one off but looking at the other reviews its clear to see OVO are a wolf in sheeps clothing. Stay away.

I can't set up my account for 5 months. I've yet paid for my neighbour's meter! I pay for my electricity meter through OVO top-up currently but they've sent me contract and bill for my neighbour's meter as well. Each call to them finish with a promise to correct it but every time they create new ridiculous things!

I am experiencing terrible problems with Ovo it has been going on since the summer July roughly where my name has been put on multiple addresses in the flats where I live,who made this mistake Ovo but getting my name taken off these bills is very difficult ,I'm a pensioner with a disability,they told they had resolved the problem but today I had bills through the door wrong address but my name on them.This has happened to other tenants in our block.All a nightmare.

Ovo are by far the worst company I have ever dealt with. They are completely hopeless at allocating payments. And communication. Also, common decency. There is no way that they should have a license from Ofgem, to supply energy. This needs to be changed, as soon as possible. My advice would be to stay well clear!

You should be reported to the Advertising watchdog for alleging you are excellent. My poor wife has been battling for TWELVE MONTHS to resolve a problem caused by your engineers incorrect installation of an economy 7 meter. We have written to Rohan Bahtia TWICE been handled by your executive complaints team. Today she has taken a half day off work to be there for an appointment and -guess what - no engineer. You are a disgrace beyond words. Don’t bother sending another vacuous DM your account details and we’re really sorry message because you don’t mean it and clearly don’t have the capability or inclination to deal with the issue. You are a sinking ship, we have even written in desperation to the Energy minister

If only I could give zero stars. Was originally with SSE (never had any issues) until OVO took over. Taken over a year for them to switch us over. We could no longer top up our electric or gas by August 27th . They informed us that until an engineer came to visit, under no circumstances would our supply be cut off. LIES. Luckily, we figured it out early that our electric was off on September 11th. Called up and they did give us a code that gave us £42 of electric. They said they couldn’t do anything more, but assured us our gas supply wouldn’t be cut off. We would have to wait until October 30th for an engineer visit. Now we have no hot water, or heating. We’ve called and been promised an engineer visit today to connect our gas supply? But we’d still have to wait until the 30th to connect our electric supply? We just have to hope the voucher they gave us the month before will last. The engineer still hasn’t showed up, despite saying they’d be here by 12. Waste of time.

As per all the other reviews, the worst most dishonest company I've ever dealt with. Send multiple incorrect bills, their call centre in South Africa is a waste of space - totally unhelpful and promises of a call from a manager as the case has been escalated of course never materialise. Simple matter of closing an account with correct readings supplied multiple times still not resolved 2 months later.

Brilliant service when I've ran out of all credit or in emergency etc thanks

Not a very good provider, quite sly in the way they handle billing and customer concerns. Raised an issue multiple times and they put my direct debit up to over £500 a month despite only using £150 worth of gas and electric on a monthly basis

Moved into a house and 1 month later I keep getting asked for details as they claim I'm not in their system. I've been added to the system multiple times now. I've been told there's now 3 different accounts in my name. Some of their phone people will ask you to call the number again so they don't have to deal with you.

Probably the worst I’ve ever been scammed by a British company. When I moved into my property I was told the previous tenants debt was wiped off. About 2 years later I found out it was not and they had still been charging me every day for 2 years. Over charged me over £2000. When I rang up to several times about this they said it was an error on their end and I’d have to wait 10 days then I rang after 10 days then they said 20 days so I rang after 20 days then 30 days then I rang after 30s then they needed another week then I rang after that week and then apparently I had to wait for my final statement which would take 6 weeks. It has now been 8 weeks and still nothing. If you owe them money it’s likes WW3 but if they owe you money because they scammed you they avoid you at all cost. Recently when I been ringing up on every occasion as soon as I give them my details they hang up. Absolutely disgusting behaviour scamming people. I will be making a claim

We have been with OVO for over a year now. Since then we have generated power through our solar panels. OVO now owe us £1700. We've submitted the same set of forms multiple times, met their every excuse to not pay us but still nothing! Customer service team have slopey shoulders and pass the buck to everyone just to meet their target and close the case. The FIT team seem to mainly lie and not actually do anything. Come on OVO, you even paid someone else our money!!! Absolutely shocking business. If you have the chance - don't get involved.

It’s like talking to a brick wall.

Been trying to open an account for three months. Today I called to do it over the phone again, did the whole procedure and at the end the said they got an error which will take 45 WORKING DAYS to resolve! I told them to close the account and the response was that it may open and then I ll have to pay exit fees 🤣For an account they can’t open! Absolute clowns 🤡

Got a nasty spam call from them. I asked guy where he has my phone from and got berated for asking.

Excellent service and excellent price and I was made very welcome super job

I spoke to a guy call Mikey today the 15 August at 4.20pm and I can't praise him enough, he when above and beyond to solve the problems I was having, so thank you so much 😊

Worst energy company I have ever dealt with. Still waiting for a call back from them... they have been overcharging me .thieves. go to British gas. More clowns in this company than McDonald's

Have been redirected to multiple departments during a call to resolve an issue, for months I have been calling OVO but the calls conveniently cut out before I can say many things about my situation. If your company was more competent this would never have gone on for so long, if 0 stars was an option I would have selected it. I heavily do not recommend this company, and cannot stress how frustrated I am.

I had the misfortune of being migrated over from SSE who were very easy to deal with comparatively, I had a 0 balance when the migration took place and within a month a £300 bill arrived. I gave up trying to pursue this as god knows where in the world their customer service is.

NO STARS …worst company I have ever dealt with. My electricity supply was migrated to OVO from SSE last week and now I can’t top up my electricity which has run out of credit despite me downloading the Ovo top up app and resetting up my accounts and card numbers as directed on their letter. 15 phone calls and counting , several emails and still no resolution..and why am I being redirected to an overseas call centre? They just pass me from dept to dept and to be honest I can barely understand what they are saying also. OVO ARE BASED IN BRISTOL UK! I suspect that despite making massive profits from over inflated tariffs and ridiculous standing charges I am probably talking to poorly trained and underpaid workers in India. UPDATED 3 hours later….( 3 more attempts on the phone and 1 webchat ) Finally after communicating with ‘THOBEKA KHUMALO’ I was able to convince them that they had indeed missed off the last 2 digits of my electricity card when THEY set up my account!!! I am now able to top up for the first time in 10 days thanks to MY persistence but really what choice did I have?! I’m now going to look at moving companies.

Customer service absolutely dreadful, have tried to organise someone to come out and read the meter on 4 occasions and no one has turned up. However they are really organised when it comes to sending emails when they want their bills paying, funny that!

I was migrated to ovo through sse and had nothing but stress off this company, I was not told about this switch over I only found out when my prepayment cards for my smart meters would not work in the shops, then when I phoned up got told my suply would not switch off suprise suprise my supply did totally switch off. I then phoned ovo back and they told me an engineer would be out to my property with in 3 hours no one turned up so we were with out gas and electric for 24 hours I have 4 children in my house, the next day I phoned up and they said because I hadn't migrated over to ovo yet they couldn't send and one out and to phone sse I phoned sse to which they told me your account isn't with us now phone ovo and both companies kept passing me to each other through the phone finally got through to ovo again then they finally sent an engineer out. The engineer came out and was on the phone for over an hour trying to credit my gas meter then he told me he had to replace my gas smart meter and put a totally different meter in all together. I put a complaint in with ovo complaints team via citizens advice and with in a week my electric card was working for my electric smart meter, then in the beginning off August I get a letter off ovo welcoming me to ovo a couple of days later I get another letter off ovo with a bill for £200.58 even though my details say I'm on prepayment meters when my account was moved to them this includes £153.48 migration fees then £72.10 usage charges I don't understand how they can charge me usage when I'm on pay as u go meters when I was first moved over to them, I under stand that I would have to pay once my gas smart meter was changed (may I add I didn't want it changing) I just wanted my top up cards to work in the shops. I understand that any usage I have used since then I would have to pay for, but now trying to get through to ovo is a nightmare, I just want my gas smart meter back so I kno were I stand with my bills I can't afford to be on any different meters and to go through all this, this has caused me so much anxiety and stress I literally can't sleep over the stress this has caused me and my family.

This company is a joke. Was stuck under a meter dispute for three months. Now I've been charged the money that the government refunded. I had a smart meter removed last year and my account wasn't properly updated. No communication. No customer service.

Got moved from SSE without my knowledge last month I have pay as you go I was always in credit with SSE .had to top up gas last week to find out OVO have taken over and some how managed to put me in to debt £114 .how is this possible when I've been pay as you go for many years and never been out of credit .you have to speak to an over sea call center even though the head office is based in BS1 Bristol most disgusting company ever I would not even give them one star if it gave me a choice of no stars.

Moved to a new rented house who was with ovo and the estate agents gave them our details. As far as i was concerned I was being my supplier with me. 3 months later they are trying to con us out of money despite proving we were with another supplier and saying they had closed our account. 3 different bills were given despite not being with them and threatening bailiffs when we said we could only pay what we could afford but can still pay. Awful company DO NOT GO WITH THEM

The worst ever

Terrible customer services. I've moved into a property that ovo provide. Finding it impossible to set up gas. Created two electric accounts and charged me twice. Wouldn't recommend to anyone. UPDATE. 2 months stuck with OVO website features never work so always have to contact customer services. Still poor

No stars!! Absolute shambles of a company, unable to answer or give any rationales to the charges, we was switched without any input from SSS to OVO and was told someone will be in contact because they are taking over. Months and months didn’t hear anything mid April get sent a warning letter demanding we pay £2895 or it will be sent to the debt collection agency. After numerous calls and being on hold for 30 min plus each time attempting to discuss this, the phone line would be cut midway. It needs to be shutdown asap! The call centres are somewhere in Africa where the line is bad enough but when they can’t provide a rationale to the extortionate bill they hang up on you. Really bad customer service!

I've been with Ovo since they started in Bristol, okay I've had to call them a few times bit always had call backs and discussed any problems. I've also gone online to get money back into my account when it's built up and had it in my bank within usual 5-7 days..

Where are the regulators? Why is USwitch not not working? Energy companies are taking the mik! Check the 1* statements here. This company should be shut down. Exactly as other reviewers have stated. They make up figures and do not register readings placed online. They increase direct debit based on their own estimates. They changed to 'new system' 20 April 2023. Should someone not visit to take actual readings on important dates like that, especially considering there are vulnerable and elderly out there? I'm a pensioner and rely on my sons to come and help. They register the readings every few months. I had a debit of £2000 on a single bill from being in credit £350 on that switch over of their 'system'. No explanation on the bill what caused it. Says turn over to see explanation. The explanation is vague and diabolical. Is it based on forecast usage!? I'm seriously concerned once I leave they will be chasing for unpaid bills. Anyway switched over to Octopus today after being on live chats for over 2 hr and 3 chat agents disappearing mid chat.

OVO has the worst customer service I have ever experienced in my life. I cannot stress how bad my experience with them has been. I've got a case that have been going on for 1.5 years and is still not dealt with.. 18 months of absolute rubbish.

Similar to others experiences I've been abused and scammed by ovo energy repeatedly. They have been telling me for 2 years along with sse that they don't own the supply to my property and that I do not owe either company any money. I then instead of letters get harassing texts telling me I owe thousands to ovo energy. I've opened up several complaints all to no avail. I am severely autistic and at all times have made both companies aware of this, usually as soon as I mention autism the staff hang up as they are based in Ghana the lady today said and don't recieve any training. Not only should people avoid this company but it needs shutting down immediately. This has already affected my health physically and mentally to dangerous levels, don't want anyone going through the same as I and many, many others.

The customer service is terrible very unprofessional telephone manner no help whatsoever ever

Sorry for the misleading rating. It should be no stars. My partner has be trying to contact the bereavement department for over a week. OVO lack of Customer which is only open 9-5 service dept keep saying that there is no account ( even though OVO have been robbing an Old disabled man of his money via direct debit which we have now stopped. Then customer service keeps putting my partner on hold for 18mins to 20mins before being cut off normally just before 5. OFGEM complaint now being written. AVOID at all costs.

Absolutely shocking I can’t even begin to explain how useless this company is ! Sort my account out as next step is legal action ! Final warning !

Avoid was SSE that was hard going looking after my mums account, then a 6k bill and some person in a foren land on the phone who was extremely difficult lost my poa paperwork so won't talk to me but happy to take the money?

Usless customer service, and a rip off. Go with literally anyone else for a much fairer deal. Incompetent company. Would rate 0/5 if I could.

Thank goodness I am now no longer a customer of OVO energy as I am now with a different energy company, I was transferred from SSE to OVO energy which of I didn't want or get a say in the matter, and it took me flipping ages to get my refund money back from OVO a bunch of lies in this OVO bunch but I finally got it back but took ages to get it so bye OVO I am no longer with you as from 7th June 23 . Yippee with a better energy company now.😁my advice folks Don't join OVO and no I don't want to talk to you at OVO energy as far as I am concerned my account is closed with you now I will not be phoning you at all bye

Had new smart meters today the engineer was at mine for 3 hours then couldn't get my boiler working had to ring a heating engineer who said that the ovo engineer had blown my circuit board for boiler.if I could give ovo no stars I would.

Awful! One star is too much. Rude staff, chaotic billing. Sham complaints process. Absolutely shockingly awful.

OVO ARE clearly the most incompetent modern firm I have ever encountered. I dont know where they recruit from but it cant be from the normal human stock. Their helplines are unmanned,the help bot istedundant and understands nothing ,there are no clear e mail addresses.. The only thing OVO are good at is taking your money. Bring back nationalisation. And never forget the old saying.... Pay peanuts you get monkeys

Great company, lovely pleasant people all round great company to have as your energy supplier

If I could give them minus stars I would. Micky mouse company whos are rude and bearly know their own product. Bills never make sense and neither do their price increases. Your legal gangsters and I hope you go bankrupt

What an absolute joke of a customer service call center. You get told a diffrent excuse everytine you phone that's if they don't hang on up on you first. 5 call later 5 answers later and still not fixed. 17 years with sse no issues 1 week with ovo and nothing but problems. I will be reporting to ofcom.

I have unanswered questions on emailing and online chat with ovo about the government scheme being added to the dept. I recently cancelled my direct debit before Aprils end of the month bill was ready. The collection department emailed me the morning after saying £18.88 payment was overdue. I emailed back saying I am sure my monthly energy will be over £18.99 and I am waiting for my bill ,please do not send me collection emails before you issue a bill. I've seen in another review someone has gone to the ombudsman which I will do as you get no where with this company's customer service.

They keep me on hold 1hour 48 minutes and they just say (good afternoon) never sorting problems not recommended at all .

UPDATE: Highly recommend getting the Ombudsman involved. I submitted details of my case below and they were able to chase OVO down and get them to agree to give me a working account fairly quickly. OVO are still an awful company though - they are still sending us bills to the old account - but my Ombudsman assigned officer is on their case. DO NOT choose OVO in any circumstances!! - We still do not have an account that works after living here for over a YEAR. - They gave us three account numbers and none of them work. - When we do get a bill randomly via post they say it’s for the wrong account and don’t let us pay it. - Can’t log into the app this entire time - Can’t submit payment or meter readings online - only via phone - They are rude and unprofessional - leaving us on hold for two hour stretches because they don’t want to deal with us or sometimes hanging up on us. - We are being hounded by debt collectors for bills that, when we get through to OVO, they won't let us pay. We literally just want to receive a bill and pay it it’s mind-boggling that we have still been unable to do this after us calling them continually for over a year. Worst company I have ever dealt with.

absolutely awful. Their customer service is terrible and I got cut off 5 times with no call back. They cut my electrical supply without telling me and can’t find a resolution to turn it back on. I’ve been transferred to departments which are closed and am having to call ovo back again and then can’t get through to them. If you’re with them already SWITCH and if you’re thinking of moving to them DONT.

Absolutely horrific company who are ripping their customers off, all around the country. What you see in the media is just a breadcrumb of how incompetent this company really is, pre payment SSE customers who migrated to OVO have had all their credit STOLEN. They will fob you off that your credit will eventually make it to your account, but not until they cut you off first even when you're several hundred of pounds in credit. It's been 4 weeks now and still nothing, my next option is to send the bailiffs in to these theiving little gits, Mr Fitzpatrick (OVO chairman) is a tory donor.. Surprise, Surprise.. Hence why the government are quiet on this national scandal. Please for the love of God, do not sign up.

Awful company to talk to, they try to force you online so getting to talk to a person is terrible. I'm trying to report a death but its not my account, so I don't want to go online. Old people don't stand a chance with this company because they haven't got the internet etc.

Dodge company for four days my new house even nothing inside they charge me nearly 25£ I didn’t move in even the gas meter was close from pipe from housing association and I don’t even use the electric because I was new tenant and the meters are with ovo with before tenant OVO just robbing people

Shocking customer service when calling. My experience is that you are made to feel as though they can’t hear you, however, they reply perfectly every time you speak. The Whattsapp service was much better in my opinion.

They closed my account which is hundreds of pounds in credit. They now say they have no record of this. I have spent hours on the phone to them and then online the chat operator just closed the chat. Furious, I intend to walk into the HQ and demand to speak to a manager.

Must be the worst energy supplier in the UK. Customer service zero out of 100 Given 1 star as had to give it or be unable to post comment. In a word appalling

I have to deal with quite a few of the utility companies for work and Ovo are by far the worst to deal with - repeated phone calls and emails (6 phone calls & 5 emails) and they still can't update an account on the correct meter reading and still send 'Notice of Default' letters, this is over a period of many months since last August, some really long wait times to get through on the phone - up to 45 minutes - never reply to emails - last of couple of times I have spoken to someone they have said 'just ignore the default letters' but they still keep coming by post and email - raised a complaint in November - but still not making any progress .....

Phoned 3 times just to get my address correct and name something spelt right. Total time on the phone including being on hold nearly 2 hours. Outcome; still can’t login to my account. How can you charge the money you’re charging and and not even have staff who know how to set up an account. 0/10

Well what can I say about this company, they got me out of a difficult situation that I was in last week, so I am very grateful to ovo for sorting out my difficulties as I'm disabled it's hard enough but I found that when you're in trouble they come running, Thank you for making me feel like I'm a person on the phone not a number, I had excellent service from them yes I had to wait on the phone but so do thousands of other people, I would like to say a big fat Thank you for all your help and efforts to get me up and running..😇

boostpower/ovo absolutely appalling/terrible in every respect! Do not use! Web chat support is useless! they will not credit Energy Bills Support Scheme vouchers

I don't understand how a company can have such low customer service standards. Hours on hold followed by relaying the same information to multiple people. Calls terminated mid way through. Multiple contradicting bills. Total failure to understand simple things like 'I no longer live at this address'. Impossible to reach the customer care team except by WhatsApp which repeatedly disconnects or has hours or days to wait before replies are received. How do you get it so wrong sp consistently? Replying to these reviews with a lame apology has no value at all.

Went there to talk to a HUMAN, but I still had to sort everything out on the phone as customer services haven't worked there since co-vid. After 6 months of smashing my head against the wall, I think after 45 minutes on the phone, I hope I managed to get the issue resolved.

Very poor customer service

Nothing works properly.

Please please help us. We have taken over a property with your meters installed in Oct 2022. Since then we have been trying to transfer to OVO credit meters. That's 6 months. Consistent lies by call centre staff, no call backs by line managers. Still not transferred. This is now effecting our mental health due to the stress of the situation. We are due to set sail go around the world and this brick is hanging over us. We only have the app to top up. No cards, no keys. And the app consistently fails. Please please transfer us to OVO. PULLING HAIR OUT WITH FRUSTRATION.

I was migrated over from SSE not my choice have switched to octpus but these muppets have stopped my gas account from going over tryed to phone them to here a message saying there office is closed for an hour to update there staff them by 5pm there will be shut

Absolutely shocking customer service. Passed from pillar to post until I was finally cut off.

Beware Overcharging. Avoid this company. The financial ombudsman must be inundated with complaints about OVO When you’re in credit they will up your direct debit by 200% Avoid at all cost

6 months after leaving I'm being hounded and threatened about paying £66. The mistake was there's but I'm being contacted every day. I would recommend staying clear of them as a provider. Very unprofessional

Terrible customer service. Zero empathy, show no will to want to assist, and even confrontational. Call centres in South Africa and in need of changing. Migrated over to OVO from SSE. Never had any issues before. Have never missed a payment by direct debit. Went from £500 credit to over £1500 in dbt within 2 months. Tried to raise this a number of times. Heard nothing and after a battle with collections trying to force me to make payments on this so called debt.. Then told me the issue has been investigated and closed. I never heard anything. Now making formal complaint. No other choice. Currently speaking to legal expenses insurer about bringing legal action against them.

DO NOT JOIN THIS ENERGY SUPPLIER. THEIR CUSTOMER SERVICE IS HOPELESS AND THEY WILL NOT RESOLVE ISSUES READILY. There is simply is no excuse in this day and age to be so bad. I can't pay for energy used as they have someone else on their system as the occupier. Web chat, phone calls, letters, and still no response. The reply by Dave requires a response. We finally acquired an account number and could log on and clear the account. The issue that OVO has now is they have given the "someone else" above a bad credit rating. This person whom they are pursuing was never responsible for the energy supplies, her credit rating is now damaged and has subsequently caused her issues. Also this inaccurate attack has been detrimental to her health and she is quite unwell through the stress OVO have caused. She doesn't even live in the property. Her partner has taken up the case with the energy ombudsman and has received a reply from OVO - They stated that they (OVO) carried out procedures to locate the liable person and have not done anything wrong. This is patently wrong. They have also sent a letter this week to the current occupiers - addressed to the "someone else" which is threatening a court application to gain entry and put in a prepayment meter. The current occupiers cannot open an account as OVO believe that "someone else" lives there. They cannot move to a new supplier as OVO stops the move as there is an outstanding amount owed by "Someone else" So Dave, I would like you to understand that your telephone call center systems are absolutely useless, and there seems to be a problem with the people employed there not being able to resolve queries. Your online chat however is functional and the greatest problem is it is understaffed. Being 225th in the que is really frustrating and waiting for hours whilst the waiting list counts down is irritating. I would assume that the management and directors of the company do not intend to have this poor performance and the subsequent criticism that it attracts. Keep plugging away Dave, one employee may make a difference one day.

First time we have had to pay energy as we have now moved into our own place. Really poor at estimating payments, they initially set it too low but because they only review it every 3 months we found out too late and we’re in debt coming into winter. We are now paying massive amount to offset what we think was there misjudgments. Again we are inexperienced when it came to bills or usage but feel they could have let us know earlier to get payments on track. Also very rude and unknowledgeable staff when talking to them on the phone. Don’t know if they are any worse than other companies but they’re not great. Cheers

If u are getting Ur electric off these butch of Muppets good luck with ever get them to do anything just a butch of total drips don't even deserve one star this company need to be shut down

Absolutely shocking company. Broken promises, lies, bullying and scare tactics. Despite being in credit. Avoid at all cost.

Not pleased. Impossible to sent them an email . How can I make a point when no--one wants to hear!

OVO Energy are the worst energy company in the world, they are impossible to contact, provide faulty Smart meters to the extent that OVO estimate your readings, why if it is a smart meter. I long for OFGEN to fine them £5Billion and let their customers find a more trustworthy company that looks after their customers

Poor customer service

If only their customer service was as smart as their office!! Honestly the worst experience with an energy company I have ever had. Moved into a house which was already with Ovo; so was forced to deal with the misery of 2 hour call wait times, after which was met with staff who had no idea how to help with simple questions.. f##king frustrating doesn't cover it. I will get our house off of Ovo as fast as I possibly can.

Been migrated over from sse this week was £97 in credit day of swith £210 debt then later £110 been disconnected from gas now no one on live chat facebook or answering answering phone for 2 days now

Absolutely the worst Utility company for communication!! Even 1 star is too much! Dreadful!

They can’t get the smart meter working. Book a third party company a few times now to fix it and they don’t turn up.

Non existing customer service. I have wasted at least 10 hours since December to get my complaint sorted. I even visited the registered office to be told that Boost is no longer based there despite that address being on the web site. Avoid OVO and Boost. My next stop will be OFGEM and the small claims court.

Shocking got transferred from SSE cannot login to app zero customer service. Letters with different account numbers on them useless provider.

Not taking any ownership of my complaint. When I call I am told they will raise a complaint to the complaint team and then the complaint team email me advising that there is no issue at all and that I need to call customer services. I have been in two complete circles now. Disgusting customer disservice tactics. Please deal with my complaint. It should be very straightforward to send an in home display. 4 months into my agreement and still nothing but being fobbed off. A complete lack of understanding of customer needs on all parts. Shameful.

Absolutely rubbish company - you only have to read the majority of the reviews below, nearly all 1 star reviews. I recently received a request from them to increase my monthly payments substantially. I then informed them that I have a large credit balance with them so how on earth do my payments need to INCREASE, surely they should DECREASE? Tried explaining this to customer service but got absolutely nowhere. I e mailed them nearly 2 weeks ago for an explanation and I'm still waiting for a response. They are now sending me e-mails saying that my electricity meter needs replacing but that they are now only fitting smart meters which I don't want given the negative publicity about them. My understanding is that customers still have a choice about whether they want a smart meter or not but Ovo seems to be trying to bypass this. I think the only answer is to contact Ofgem and I would advise all other dissatisfied customers to do the same. Totally useless.

Smart meter works like a dream ensuring accurate billing,can see usage on in home display and OVO app very convenient, and have always found customers service extremely helpful friendly and efficient ..

The worst customer service ever. It's extremely difficult to get in touch with the customer service department. A simple thing like setting up an account itself has taken over a week. They say their fastest services via WhatsApp but they revert only after 45-50 mins minimum. Moreover, if you don't reply within 5 mins they change to another chat. I mean.. seriously? Am I supposed to leave everything and start at my phone screen till I get a message?

Absolutely shocking company! Having just bought a property with previously installed pay meters trying to actually get credit on is proving impossible Their automated phone system has kept me busy for over 5 hours, i've been pushed to every department to no avail, each time being put on hold to supposedly the correct department,but after a long wait the call gets cut,leaving me to start the whole process again. So angry now with no electric,hot water, can't even boil a kettle! Can't believe i'm going to have to drive to Bristol just to speak to the correct people Avoid like the plague!!!

Incredibly poor customer service with an inability to deal with my questions about the increase in direct debit. My account is in credit and I do not wish to increase my DD but because I challenged them the person handling the call (Frazer) said I had to be dealt with by the collections department. Why? To me this is threatening someone with damaging your credit report. I would sooner keep the money in my account rather than theirs. That is my prerogative surely. OVO's attitude is "We want another £600 from you and that's that!" When I said this is demanding money with menaces he ended the call. So no resolution to the matter and absolutely no choice in how my account is handled. These energy companies are sitting on billions in cash and the government is turning a blind eye! Very poor and about as Green as yellow!

It is a disrespectful company and I advise all customers to change it as soon as possible to save their money. They steal customers for 3 months, and I pay 179 pounds, knowing that I live at home only with my wife and I, without children, and we work all day outside the house, and in IHD I use electricity and gas only 2 pounds, which is 60 pounds per month in my app showing 68 pounds GBP, second day 155 GBP, third day 199 GBP They did not take into account the client's feelings and difficult living conditions

Everyone please avoid ovo energy like the plague. The stress this company has caused me has ended up reducing me to tears on the phone to them just then, and they are still refusing to speak to me. They were supposed to call by 9th this time, and are now saying another 5 working days of waiting again. Every time I call I'm met with lies after lies. They're telling me my complaints being raised when they haven't been, my complaint being priority when it isn't, I'll get calls back that never happens. I am trying desperately to leave ovo and they are forcing me to stay with them due to them still not registering my meter (installed in August). I have explained that due to their delays I am not getting bills, and I will be hit with a big bill of months worth at once that I won't be able to afford, to their response was that I'll have to basically get myself in debt with a payment plan. When I first got stuck with ovo after being transferred from sse, I called and made 2 appointments for a meter to be installed, waited in and neither turned up, and they actually told me on the phone they never even bothered to book it in for me, so this in itself cost me a fortune running 2 houses while waiting months. Absolutely appauled, and at a complete loss of what to do next 😭

You people should not be an energy company, i can not believe that Ombudsman is doing nothing about your shocking and horrible service. you are a horrible company

Very expensive avoid this company

Customer service log off early at 17:45 and you can’t get through despite them saying they’re open until 6pm

Nie polecam tej firmy rozmawiasz z ludźmi z Afryki a jak masz problem to spędzasz prawie 3 godziny na telefonie

OVO Webchat staff say they deal with 10 callers at any one time …so perhaps best not to expect service out of some algorithms and set menus

Wouldn't even give one star to be honest! Bought a property supplied by ovo and do you think I can get any support to even set up an account? I'm passed from pillar to post! Decided to just get a temporary account while I change provider because it is beyond a joke be this point, I can't even do this as am asked to create a live chat and guess what? No one available everytime, couldn't make it up even if I wanted to. Been trying for 4 days to get some help here and nothing, even told to phone back by staff the following day as they just can't be bothered to help in anyway. Wonder what will happen first heating before Christmas or my pipes bursting as I can't even put it on frost protection!!

Our energy supplier for 4 years, only moved away as we bought a new build house. All interactions were professional, the online portal was easy to use, no issue at all in receiving the government contributions over winter. Really good provider.

Absolutely terrible customer service if I could give them 0 stars I would. I have been trying to get in contact with OVO for over 2 months now about a new property I have moved into with a pay as you go gas meter that has £265 owed on the meter from the previous person who lived here. I have had to pay the previous persons gas bill on top of having to pay a higher gas rate to be on a pay as you go meter. I have been trying to get OVO to pay me back the money and change the meter over from a pay as you go meter to a credit meter for over 2 months. They finally booked me in, my appointment last week was cancelled without telling me, and I’m now being told they are not taking bookings!! We are living in a cost of living and energy crisis and I’m having to pay a previous home owners bill. This company needs to be shut down!!

Did as it say,s

Worst customer service experience. They emailed me to "suggest" I increase my direct debit by 30 pounds per month, despite my usage being in line with my charges. When I spoke to customer service, the first person told me it was an error and I would now be exempt for a direct debit review for a further 6 months. When passed onto someone else to further explain the charges, they refused to specifically address the calculations on my account and told me I HAD to increase my direct debit immediately and spent time telling me that the other customer service agents are not "familiar with the process" and that everything I had been told was incorrect. The second person I spoke to was the rudest, most ignorant person I have dealt with in customer service and I ended up issuing a formal complaint to Ovo. I have the misfortune of being transferred to them from SSE, and I never thought I would say that SSE was better. I'd take their shambles communication any day over this rude and insensitive team at Ovo.

Rubbish staf

I have beentrying to contact OVO for several weeks by telephone, email and lastly by letter, TOTALLY USELESS. I wrote to their office 7th November using track and trace,. It was delivered 8th November signed for by ALI. Since then total silence.

Had to refer my case to the ombudsman. Appalling service. I was very worried and stressed for months because of this company. Encourage anyone to go to ombudsman and keep all your emails/ correspondence as evidence. After eights months I finally got an apology and refund.

I have put one star just so I can write this review. I would give them -100. I have been told that the supplier to my property is in fact Ovo even though on the Pay as you go card it says Boostpower. If this is the case then they need to have serious words with this subsidiary. They are an absolute nightmare. I have tried to get advice but despite calls that get hung up when put on hold and then talking to3 separate girls at a call centre I am no further forward. They were even screeching and screaming in the background at the call centre…apparently they celebrating something but couldn’t hear what they were celebrating as the noise was so loud. It was a joke! The property has been empty for 4 months where the boiler has been disconnected so no gas used. In the last few days, to test the boiler, we have put a total of £70 on the card on 4 separate occasions which has been immediately gobbled up straight away. There was no debt from the previous tenant. I realise that there may be standing charges but not this amount. It has just used £20 in a few hours. As soon as we put the card in it went down to £6. Another supplier could tell me that Ovo is the supplier to this property. Do not use this company!

Absolute joke of a company. I am trying to open an account with them so I can give them money!!!! Bought a new house which they supply so I have to use them to start with, cant get through to anyone as stuck on hold forever. One option is to communicate via WhatsApp so choose that, after waiting for ages on WhatsApp get told I have to call them, ON THE NUMBER I JUST USED TO BE TOLD I COULD USE WHATSAPP!!!!! Left it a couple of weeks and tried again, same issue with whatsapp, but on calling back in I managed to get through to a person. He then promptly told me I have a prepay meter (new to me) and put me on hold to another part of the company. As I write this I am currently 36 minutes on hold. AVOID AVOID AVOID

This Company takes Customer Service as a joke. As an ex SSE/SWALEC Employee all I can say is all the Customer Complaints I see is disgusting, it was never like this. Stopping Variable Direct Debits to have your money off you quicker, Smart Meter Complaints, Call Centre Staff not knowing their Job even though they may be Polite....Off shore Call Centres, unacceptably wait times on the phone to be then cut off.......that’s no good for Vulnerable or Elderly People..this is the tip of the Iceberg......I could go on and on......Have you no Shame Mr Fitzpatrick (CEO) and higher Managers.....it seems not....it’s not Covid, Recession or Integration problems....just Greed and incompetence.......Shame on you again.

My son moved and took a tenancy in a flat that this company are his energy supplier he’s tried numerous times to set up an account in his name to no success . He suffers mental health problems and has No Gas or electric!! as he can’t get an answer to an email he sent with his details on or by phone so you disconnected it terrible customer service you need to sort it ASAP OVO

Very bad company….don’t pick up calls…trying all ways not to answer me….very bad customer service though. Personally I won’t use them . It’s just cause the flat I’m staying uses them…if i move into my own house, nah I won’t use them. It’s not worth it

Very bad company no we’re near 5 star they can’t change smart meter and they even charge extra money than usual

really disapointed in the service promised call back didnt happen call them put on hold answered put back in queing system then overseas call centre asking far too many questions you dont need to ask why is this now overseas call centres. Stop changing my direct debit I am so very angry right now over an hour on hold to get someone who is capable of doing there job correctly you need to sort this out I didnt get these problems from SSE

Appalling culture from my dealings with the company - refused to acknowledge my complaint & several depts just flat out ignore you. Call back requests never happen & promises continually failed.

Dreadful customer service. They never sort out problems. or reply to emails, or return calls as promised, even when I have raised the is a complaint. I am waiting for my outstanding FIT payments, as one of the customers who has been switched from SSE. I would not have chosen them and m angry that when they own me money, it is impossible to even talk to the FIT team to find out what the delay is.

RAMAN BHATIA CEO SIZZLE NO SUBSTANCE UPDATE 20 OCTOBER 2022 CONTACTED BY CRAIG OF OVO WHO ASKED FOR MORE INFORMATION. INFORMATION SENT WITHIN 1 WORKING DAY. £££££££££££££££££££££££££££££££££££££££££££5 WORKING DAYS LATER AND 6 WEEKS SINCE THIS DIALOGUE STARTED NO FURTHER FORWARD. TALK TO ME AND STOP USING ALGORITHMS THAT ARE NOT SOLUTION BIASED. £££££££££££££££££££££££££££££££££££££££££££ --------WE ARE GETTING TO THE POINT WERE WE HAVE TO DRIVE TO BRISTOL AND MAKE PERSONAL REPRESENTATION TO THIS COMPANY WHO SAY I QUOTE..'WERE PASSIONATE ABOUT CUSTOMER SERVICE'------ £££££££££££££££££££££££££££££££££££££££££££ XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX PLEASE NOTE THAT THE ORIGINAL REVIEW PAGE WHICH HAD OVO RATED AT 2 STARS HAS BEEN REMOVED...NO SURPRISES THERE. CORRECTION JUST FOUND IT 1.5 STARS XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX UPDATE 12 OCTOBER 2022 HAVE BEEN AWAY FOR THREE WEEKS AND STILL NOTHING FROM OVO. CANNOT SPEAK TO ANYONE IN FIT TEAM AS NO DIRECT CONTACT...UNLIKE SSE THAT OVO TOOK OVER AND MESSED UP CUSTOMER SERVICE. I EVENTUALLY FOUND THE WHATS APP CONNECTION WHO AFTER OVER ONE HOUR GOT THROUGH TO THE FITS TEAM WHO SAID THEY WERE INVESTIGATING THE READINGS. 1 MONTH OF INVESTIGATION.....AND NO CONTACT WITH ME....I AM JUST THE CUSTOMER. PROMISED A PHONE CALL AT 9AM TODAY...NO SURPRISES NOTHING HAPPENED. RAMAN BHATIA CEO BE ACCOUNTABLE GET THE HOUSE IN ORDER. SSE/OVO LOST MY ACCOUNT. UPDATE No.3 Spoke to GORDON WHAT A STAR!!! HE INVESTIGATED EVERYTHING TALKED TO THE RIGHT PEOPLE AND CAME UP WITH ANSWERS,ACTIONS AND TIME FRAMES. WELL DONE..WATCH THIS SPACE. UPDATE No. 2. Rang again got through promptly. UNFORTUNATELY THE DEPT. I NEED THE PHONE LINES ARE OUT. SAID THEY WOULD GET THEM TO EMAIL ME. WISH I COULD CHARGE MY TIME BACK TO OVO. THAT WOULD REDUCE MY BILLS. UPDATE No.1 ACCOUNT NUMBER FOUND ON OVO EMAIL...BUT OVO ONLINE DO NOT RECOGNISE IT...SO RANG UP AND GUESS WHAT THEY DONT RECOGISE IT!!!!! Then i was cut off. You could not make this up...so much technology and so few competent people. Welcome to the brave new world. SSE/OVO LOST MY ACCOUNT. FITS TRANSFERRED FROM SSE TO OVO. OVO SENT EMAIL ASKING FOR A READING.I HAD A QUERY BUT OVO SAID I DID NOT HAVE AN ACCOUNT WITH THAT EMAIL ADDRESS!!? SSE SAYS I DONT HAVE AN ACCOUNT WITH THEM. EMAILS TO CUSTOMER SERVICE OR COMPLAINTS ARE ANSWERED WITH COMPUTER GENERATED LETTER SAYING WE DO NOT HAVE AN ACOUNT WITH THAT ADDRESS. NO PEOPLE AT OVO TO ANSWER QUERIES. NOT FIT FOR PURPOSE. Date of experience: 06 September 2022 Edit

Sorry my experience is terrible i have to go to ovo from sse dont want to but being forced but funnily they dont recognise my details from my actual bill so frustrating

Absolutely awful company. How many times do I have to give you my details. You give me so many different stories on messenger, can't get you on the phone either. You owe me money and promised a cheque was on its way for the past 2 months. Now you say I live in Newcastle when I have told you I live in Swindon. I can't believe how stressful this is

I have been trying for months to get a copy of my final bill which I appreciate I put the wrong move out date for but I informed the company of this as soon as I realised to which they have not at all helped me. I sent evidence of me moving out of the property in question which they lost, I gave them metre readings, I was given false information saying it would take 10 days to solve whereas I think I’m on week 7 of waiting. I am incredibly frustrated about this.

Absolutely awful company to deal with, when you can that is, terrible call centres, based around the world, I thought I had got through to a kindergarten this morning. They owe me money, but due to an error by themselves, they are chasing me for money, impossible to talk to anyone who cares and this has been going on for 10 months plus.Somebody has said in a previous review that their offices in Bristol are amazing, well let me tell you, it would be amazing if you got to talk to anyone in that office building..Fortunately there are better energy companies than OVO to get your energy supplies from and I would suggest to all, to do just that.

Staff give incorrect info, the complaints handlers don’t listen and talk over you. They will do some things for some customers but not others and don’t give an explanation. We got moved to them without even being asked!

After getting through was a very easy process to sort out my business with them

Trying to sort out my mum in laws estimated bill was a nightmare. They cut you off if they can't help you and after SSE moved my mum in laws account to OVO she is now having to pay monthly not quarterly. Its been a real nightmare, so be Warned

Absolutely shocking company if I could give a half start I would send me 2 bill's when my meters are smart pay as you go and they are very demanding get bounce around people to people and get no we're when I'm asking for a manager they put the phone down can't Wait too move to a another supplier this is beyond of a joke avoid all costs

I am absolutely disgusted with the way I have just been spoken to. I waiting 1 hour 27 minutes to speak to somebody from Ovo to pay my bill, I finally get a person, who then says hold on – and the line goes dead for 14 minutes. They call me back then I was asking questions 1) I couldn’t understand what the lady was saying in a very strong accent 2) she couldn’t understand what I was saying 3) she wasn’t answering any questions and then – she raises her voice at me and starts talking over me with a raised voice, I said please don’t be rude and again she saying in her loud voice I’m not being rude, I said you are talking over me with a loud tone, then I ask you how much both invoices are and you go quiet and don’t even answer me. She then gets my name totally wrong, then says is my name John – I’m a female!!!! She says well hang up and speak to somebody else. Really – is this was the service of Ovo is!!!! One word – disgusting, well done to your cheap labour recruitment department. End result – we hang up with absolutely no payment made !!!! 2 hours wasted