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Question

No one responding to complaint

  • November 28, 2025
  • 5 replies
  • 95 views
M
Carbon Cutter***

Anyone know how to get through to speak to someone competent regarding an issue with my closed account for which I have an incorrect final bill which has now been moved to collections

I’ve made several formal complaints about it and got the complaint reference numbers but no one has ever contacted me about them.

Every time I phone up to speak to them I am told the complaints handler will be in touch within 24-48 hours and they never are.

In the meantime, I am phoned, texted and emailed daily by the Collections Department, I have called them back numerous times to explain the situation but they can’t/won’t do anything about it as that is “the process” 

The Customer Service person I just spoke today to told me that every time I make a new complaint about no one calling me about my previous complaint, the clock gets reset as the previous complaints are effectively deleted as being duplicate complaints.

The incompetence is astounding, I’d find it funny if they weren’t threatening to pass the info to Debt Collectors & Credit Reference Agencies.

 Any advice please ? 

5 replies

A
Carbon Cutter*
  • alt
  • Carbon Cutter*
  • November 30, 2025

Hi  markrow2

If I was in your position ( and absolutely certain that the final bill was incorrect ) then, due to lack of response from OVO, I’d take it to Citizens Advice initially to see what they recommend. Sometimes the only way to get these companies to take things seriously is to get a third party involved.

M
Nukecad
Plan Zero Hero
  • NukecadPlan Zero Hero
  • Plan Zero Hero
  • December 1, 2025

The Customer Service person I just spoke today to told me that every time I make a new complaint about no one calling me about my previous complaint, the clock gets reset as the previous complaints are effectively deleted as being duplicate complaints.

From experience elsewhere “deleted” isn’t quite what happens, as your rightly say that would be daft.

However I will admit that the effect of what actually happens is the same.

I’ll explain what it happening, why it’s happening, and what you can do about it:

What is actually going on is that each time you make a new contact that new contact is regarded by the system as being possible ‘New Information’ to your original complaint.

When you look at it that way then you can see that any ‘New Information’ changes what has already been said up to that point

When you give ‘New Information’ then that needs extra time to look at it.

 

There is a simple, effective, solution you can take:
Make your complaint and then, give them time to look into it. 
Unless you do have some actual new information to add then wait for their response.

Contacting them again every day or so isn’t going to speed things up, - and in fact by doing so you yourself are the one slowing the process down, - so stop doing it and wait for their response.

Yes, it can be frustrating waiting; particularly when the collections department is contacting you dsily.
When collections call you simply tell them that a complaint has been raised and you will not discuss the matter with collections until you have had a reply to that complaint, then politely hang up.
If they email or text then send a reply saying the same thing.

But you have to let complaints have time to deal with your complaint, making a new one every day or so is logged as ‘New Information’ and so isn’t giving them that time.

PS. You are not at that stage yer,  but if this should escalate to external Debt Collection Agencies (and it may do if you don’t give complaints time to respond) then you may want this:
 

 

I said, Hey - Watts going on.
M
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • December 1, 2025

​@markrow2 I’m really sorry to hear what’s happening here.

 

I’d recommend reaching out to our Social Media team if you’re not having any luck over the phone or by email.

 

You can reach the team using Facebook Messenger: https://www.facebook.com/ovoenergy/?locale=en_GB. Get in touch there and explain the issue, and that you’re not receiving replies to your complaints. Someone on the team will pick it up, and escalate it if need be. 

 

Let us know how you get on.

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M
Carbon Cutter***
  • markrow2
  • Author
  • Carbon Cutter***
  • December 1, 2025

The Customer Service person I just spoke today to told me that every time I make a new complaint about no one calling me about my previous complaint, the clock gets reset as the previous complaints are effectively deleted as being duplicate complaints.

From experience elsewhere “deleted” isn’t quite what happens, as your rightly say that would be daft.

However I will admit that the effect of what actually happens is the same.

I’ll explain what it happenong, why it’s happening, and what you can do about it:

What is actually going on is that each time you make a new contact that new contact is regarded by the system as being possible ‘New Information’ to your original complaint.

When you look at it that way then you can see that any ‘New Information’ changes what has already been said up to that point

When you give ‘New Information’ then that needs extra time to look at it.

 

There is a simple, effective, solution you can take:
Make your complaint and then, give them time to look into it. 
Unless you do have some actual new information to add then wait for their response.

Contacting them again every day or so isn’t going to speed things up, - and in fact by doing so you yourself are the one slowing the process down, - so stop doing it and wait for their response.

Yes, it can be frustrating waiting; particularly when the collections department is contacting you dsily.
When collections call you simply tell them that a complaint has been raised and you will not discuss the matter with collections until you have had a reply to that complaint, then politely hang up.
If they email or text then send a reply saying the same thing.

But you have to let complaints have time to deal with your complaint, making a new one every day or so is logged as ‘New Information’ and so isn’t giving them that time.

PS. You are not at that stage yer,  but if this should escalate to external Debt Collection Agencies (and it may do if you don’t give complaints time to respond) then you may want this:
 

 

Thanks for your reply, I appreciate what you are saying and you taking the time to respond.

 

I have only contacted OVO again when it has gone beyond the 48 hours that they had promised to respond.
 

I will give them a few more days this time.

 

Ben_OVO
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • December 2, 2025

Hi again ​@markrow2.

 

You mentioned being told that ‘the clock gets reset’ every time you make a complaint. I just want to let you know that this is not procedure at all. These shortfalls, and any mis-advice you’ve received, should all be logged in the same complaint case, and all be taken into account when a resolution is offered.

 

Hopefully the Complaints team can fix this for you soon - keep us updated.

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