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I have two open support cases - one about incorrect move in date (opened mid November 2022), and another about incorrect meter serial number (opened end of November 2022). I called OVO multiple times. In the beginning they were saying it would take up to 45 days to resolve the case, which is bizarre in itself, but now it has gone beyond that for both cases, we are at around 80 days now. The support personnel on the phone are extremely unhelpful - they simply do not know any additional information, they just say “I see it is in progress”. Any advice?

Updated on 31/10/23 by Abby_OVO

Hi @Maiia S personally i would put in a complaint and see if that possibly speeds things up. 

https://www.ovoenergy.com/feedback

They have 8 weeks before you can take it to the Ombudsman. 

A complaint can some help as no one likes a lot of cases getting escalated and OVO have to publish statistics on the time it takes

https://www.ovobyus.com/m/5d1a0718ff477e6d/original/2022-ovo-quarterly-performance-report.pdf

A 1 star review on Trustpilot is an alternative first is also an idea as these usually get picked up by OVO staff there.

https://uk.trustpilot.com/review/www.ovoenergy.com

Unfortunately no one here has access to your account. 

I don't work for OVO, I am just a customer like you

Thanks @Jeffus , I have sent a complaint after writing this post but haven’t heard back yet. Did you mean 8 weeks after the complaint before I can take it to the Ombudsman, or 8 weeks from when my issues were open?

Eight weeks after complaint in most cases iirc

Thanks @Jeffus , I have sent a complaint after writing this post but haven’t heard back yet. Did you mean 8 weeks after the complaint before I can take it to the Ombudsman, or 8 weeks from when my issues were open?

8 weeks after submitting your complaint. 

Hey @Maiia S,

 

Really sorry to hear this,

 

I’ll get Forum_Support to reach out, please keep an eye on your private messages.

 

Hope this helps. 

@Emmanuelle_OVO I’ve received a response from Forum Support and it’s a joke. Basically, just saying cases are high priority (something that I asked for myself more than 2 weeks ago already - with no effect). So literally, no new information, no help. I think the expectations have to be managed if the function of support is just reciting the same thing the support says on the phone - because I already called a dozen times. More than 3 months just to update the move in date - and even “priority” status doesn’t help - how big is the backlog exactly? How many times do I need to get just a recital of the current case status instead of actual help? 

Hi @Maiia S Capacity in OVO has been raised many times by some of the regulars on this forum. Vote for this 

 

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