Hi, is anyone else having problems with the contact centre? Each time I call, it can take from 30 minutes to an hour with an issue not being resolved and most of the time stuck back on hold. I have called 8 times in the past 3 weeks, assured of calls back which hardly ever happens. The whole issue is a had £700 credit on my gas and £200 debit in my electricity, to me an easy fix, transfer £200 over and refund my my balance. This call took over an hour to do, to be told my gas smart meter hasn't worked for over 2 years, so cannot refund until they get a meter reading. I've explained on every call, the digital display does not work, so I cannot get a reading, so need an engineer to come out and fix the meter so I can get a refund. Again an easy fix, but somehow this seems an impossible task to get an engineer out, even after 3 weeks. Can anyone please help?
Can't get a refund due to faulty smart meter?
Best answer by Blastoise186
It’s also VERY important to note that while you definitely need all of your issues solved, trying to bash OVO into doing everything at once just makes things even more messy.
My recommended order is this - do it in this exact order:
- Fix/replace broken meter
- Fix account
- Fix billing
- Request refund
I’d recommend emailing Support at hello@ovoenergy and requesting your complaints reference number, and ask for an update as to when you can expect to be contacted by the Complaints department.
Let us know how you get on. If you haven’t been receiving answers something must have gone wrong with the communication - it’s generally 48 working hours to hear back from Complaints.
HI Ben,
I received a call and email confirming an engineer will look at my gas smart meter next Monday, that now is week 5. I have received emails previously, but not going anywhere, jyst basically confirming my complaint and reiterating everything discussed without progress.
Hopefully after Monday I will finally get somewhere.
Thanks everyone for their assistance.
+4Morning
I’m glad you’ve got some movement on this now. Best of luck for next week, and please do let us know how it goes.
Morning
I’m glad you’ve got some movement on this now. Best of luck for next week, and please do let us know how it goes.
Morning Ben,
Will do and thanks again for your assistance.
Regards
Chris
Morning
I’m glad you’ve got some movement on this now. Best of luck for next week, and please do let us know how it goes.
HI Ben, had an engineer booked for last Monday, took the day off work for a morning appointment, no one showed. Spoke to a nice lady from Ovo complaints who called to check on progress, she re-booked an engineer for Friday between 5-8, he called at 7.25pm to advise he wouldn't make it. He has re-booked today after 3.30, waiting at present to see if he will show.
Morning
I’m glad you’ve got some movement on this now. Best of luck for next week, and please do let us know how it goes.
HI Ben, had an engineer booked for last Monday, took the day off work for a morning appointment, no one showed. Spoke to a nice lady from Ovo complaints who called to check on progress, she re-booked an engineer for Friday between 5-8, he called at 7.25pm to advise he wouldn't make it. He has re-booked today after 3.30, waiting at present to see if he will show.
Engineer that phoned me on Friday has called back, he didn't book someone to re-attend today, he told his manager, who said someone would call and re-book, but no one tells the customer this. 3rd missed appointment, what an absolute shambles of a company.
+4
Make sure to get back in touch with your complaint handler and request that you’re compensated through GSOP if applicable.
I hope this is re-booked and sorted for you ASAP - keep us posted!
Make sure to get back in touch with your complaint handler and request that you’re compensated through GSOP if applicable.
I hope this is re-booked and sorted for you ASAP - keep us posted!
Thank you, i'm going to call and hopefully get through. Normally ends up in queue then onto contact centre for about 50 minutes. Missed a call last night from them as they called my wife's number and not mine, gutted.
+4Morning
Any luck getting through?
Morning
Any luck getting through?
HI Ben,
I spoke to Tracy in complaints yesterday, an absolute credit to the company. She has went over everything with me, has me re-booked for an engineer next Monday, sorted out my payments and will follow up with me next Tuesday. Fingers crossed and thanks for reaching out. If only there were more of you and Tracy 👍👍
Regards
Chris
+4
Keep us in the loop with this - if there’s any further issues we’ll do what we can to help. Hopefully the appointment on Monday goes smoothly.
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OVO Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales.
OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at 1 Rivergate, Temple Quay, Bristol, BS1 6ED.
OVO (S) Gas Limited is part of OVO Group Ltd