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Rank 2
DurhamViking
Rank 2
October 17, 2023
Solved

Poor service following a bill query complaint - how do I resolve this?

  • October 17, 2023
  • 26 replies
  • 2242 views

When I transferred from SSE to Ovo I came across with a credit of around £70.  I usually had a monthly charge of around £150 (give or take) which is about £5 a day; some were cheaper than this. Then, inexplicably, the next month I was charged  £817 - which equates to £27 a day. Then I went back to around £150 a month.  There is no way on earth that I would have used this much in one month. My DD has been put up to rectify this debit. 

I have contacted Ovo via their chat thing but have not had a satisfactory answer or explanation when I have questioned this massive bill.

On 12/06/23 I sent an e-mail complaint querying this bill but other than the obligatory “we acknowledge your e-mail” which they state that they will contact me within 8 working days - I have had no further reply or any form of communication. 

This is a diabolical service from Ovo and I was wondering if anyone else has had this type of poor service? How they rectified it and what I should do to get this bill looked into by someone who is part way competent.

Thanks. 

Best answer by Jeffus

Updated on 11/08/26 by Ben_OVO

 

Hi @DurhamViking

Sorry to hear that. It is not good when you don't even get a reply. 

Your case has been over 8 weeks so you can go straight to the Energy Ombudsman now.

https://www.energyombudsman.org/

I think that may be better than another email to the ovo complaint team, up to you. It may speed up the process if you end up going to the Ombudsman anyway. The ombudsman may well also ask ovo to pay compensation for not responding. 

You could also email the OVO CEO Team about your experience. Look on the ovo complaint page. I think he would be interested to hear about cases like yours. 

https://www.ovoenergy.com/feedback

26 replies

Blastoise186
Super User
Blastoise186Super User
Super User
October 17, 2023

Hi @DurhamViking ,

The best option in this case is to chase up again, as per the Complaints Process at https://ovoenergy.com/feedback .

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Jeffus
    Rank 20
    JeffusSolved
    Rank 20
    October 17, 2023

    Updated on 11/08/26 by Ben_OVO

     

    Hi @DurhamViking

    Sorry to hear that. It is not good when you don't even get a reply. 

    Your case has been over 8 weeks so you can go straight to the Energy Ombudsman now.

    https://www.energyombudsman.org/

    I think that may be better than another email to the ovo complaint team, up to you. It may speed up the process if you end up going to the Ombudsman anyway. The ombudsman may well also ask ovo to pay compensation for not responding. 

    You could also email the OVO CEO Team about your experience. Look on the ovo complaint page. I think he would be interested to hear about cases like yours. 

    https://www.ovoenergy.com/feedback

      D
      Rank 2
      DurhamVikingAuthor
      Rank 2
      October 18, 2023

      @Jeffus

      @Blastoise186

      Hi everyone - I contacted Ovo and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...) and a refund of the VAT I had been paying.

       I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them. 

      I thank you all for your input and I have passed all the advice to someone else who is in need of assistance. 

       

      Thank you.

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        October 18, 2023

        @Jeffus

        @Blastoise186

        Hi everyone - I contacted Ovo and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...).  I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them. 

        I thank you all for your input and I have passed all the advice to someone else who is in need of assistance. 

         

        Thank you.

        Good news @DurhamViking 

        Well done Connor for taking ownership and getting it sorted after all this time. 

        Keep an eye on your account to make sure nothing else happens in the next month.

         

          M
          Rank 2
          Maureen D
          Rank 2
          October 18, 2023

          @Jeffus

          @Blastoise186

          Hi everyone - I contacted Ovo and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...) and a refund of the VAT I had been paying.

           I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them. 

          I thank you all for your input and I have passed all the advice to someone else who is in need of assistance. 

           

          Thank you.

          Well done, but it’s shame it seems to be a lottery whether you get a good, understanding operative or not.  I had yet another phone call from someone to discuss my disputed bill and, at times he even mentioned gas although I am entirely electric.  I was struggling to get him to understand where the problem lay and he seemed to get it eventually, but as usual said it could take yet another few weeks to resolve.  
           

          I am unsure whether to give them a chance to sort it, or just go to the Ombudsman in 8 days time as that will be 8 weeks I have been going back and forward with this.

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          October 18, 2023

          @Jeffus

          @Blastoise186

          Hi everyone - I contacted Ovo and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...) and a refund of the VAT I had been paying.

           I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them. 

          I thank you all for your input and I have passed all the advice to someone else who is in need of assistance. 

           

          Thank you.

          Well done, but it’s shame it seems to be a lottery whether you get a good, understanding operative or not.  I had yet another phone call from someone to discuss my disputed bill and, at times he even mentioned gas although I am entirely electric.  I was struggling to get him to understand where the problem lay and he seemed to get it eventually, but as usual said it could take yet another few weeks to resolve.  
           

          I am unsure whether to give them a chance to sort it, or just go to the Ombudsman in 8 days time as that will be 8 weeks I have been going back and forward with this.

          @Maureen D

          You could try making clear the next time you speak to ovo exactly what date you will go to the Ombudsman. You may already have done that of course. 

          Personally after 8 weeks I would ask the Ombudsman to help.

          Your description of the last call doesn't sound encouraging. 

            D
            Rank 2
            DurhamVikingAuthor
            Rank 2
            October 19, 2023

            Connor said that it would possibly take ten days for the Ovo side of things to be sorted and up to six weeks for the SSE system to be updated. I will keep checking my account and if this is not sorted, as stated, I will contact the ombudsman.

            *edited by moderator*

            Again, I thank you all. 

              D
              Rank 2
              DurhamVikingAuthor
              Rank 2
              November 6, 2023

              Hello everyone - just to let you know I have had no joy with this and have sent an e-mail to the CEO’s account, as per the complaints’ page. I do not think I will have any joy with this either and will be e-mailing the ombudsman in a day or so. 

               

               

              Emmanuelle_OVO
              Retired Moderator
              Emmanuelle_OVO
              Retired Moderator
              November 7, 2023

              Hey @DurhamViking,

               

              I’m really sorry to hear you’ve had to go through the complaint procedure to get this resolved.

               

              I hope that this gets sorted for you, if you have any further queries about the complaint process or billing queries please pop back to the Forum and we’ll be happy to advise. 

              Renewable Energy? Big Fan.
              D
              Rank 2
              DurhamVikingAuthor
              Rank 2
              November 7, 2023

              Hey @DurhamViking,

               

              I’m really sorry to hear you’ve had to go through the complaint procedure to get this resolved.

               

              I hope that this gets sorted for you, if you have any further queries about the complaint process or billing queries please pop back to the Forum and we’ll be happy to advise. 

               

               

              Do you have any idea how long it should take for the CEO (or their team) to get back to me? I will need this for the ombudsman, if it is a long time, to show the complete lack of empathy or the unprofessional approach this company have towards their customers.

              Show more replies
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