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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

Show previous replies
Jeffus
Rank 20
Jeffus
Rank 20
November 15, 2023

I have just submitted this to the Ombudsman. 

 

Stand by for any updates. 

Unfortunately OVO are currently rated the worst supplier for the number of complaints escalated to 3rd parties (Energy Ombudsman, Citizens Advice) vs the number of customers. The stats are published on the Citizens Advice website.

It is impossible to know why. Hopefully things will improve over the next year.

I hope you get closure quickly, whatever the outcome.

Feel free to post any questions in case any of the regular posters can offer any suggestions

    D
    Rank 2
    DurhamVikingAuthor
    Rank 2
    November 24, 2023

    I have just submitted this to the Ombudsman. 

     

    Stand by for any updates. 

    Unfortunately OVO are currently rated the worst supplier for the number of complaints escalated to 3rd parties (Energy Ombudsman, Citizens Advice) vs the number of customers. The stats are published on the Citizens Advice website.

    It is impossible to know why. Hopefully things will improve over the next year.

    I hope you get closure quickly, whatever the outcome.

    Feel free to post any questions in case any of the regular posters can offer any suggestions

    I have received an initial response from Ovo who have offered to remove the overcharge and correct the bill, have offered an apology and have offered £100 as a goodwill. I have seven days to either accept or decline this offer. 

    Question - If I declined this offer (made so very quickly after I submitted the complaint) could I possibly be in for more “goodwill”? As I have said before, I did not do this with a view to getting money from them; just my bill being corrected. 

     

    Thanks.

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 24, 2023

    tbh I’d just take the offer. Don’t take risks.

    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!
    D
    Rank 2
    DurhamVikingAuthor
    Rank 2
    November 24, 2023

    tbh I’d just take the offer. Don’t take risks.

    This is exactly what we were thinking. It could all go pear-shaped if I declined it. 

    They will have 28 days to correct it - but by the way that they are going it will probably not happen….

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    November 24, 2023

    tbh I’d just take the offer. Don’t take risks.

    This is exactly what we were thinking. It could all go pear-shaped if I declined it. 

    They will have 28 days to correct it - but by the way that they are going it will probably not happen….

    The Energy Ombudsman would also give 28 days as standard for anything.

    You may get a bit more compensation but not a lot more, they never offer less.

    I suggest going for the offer, but immediately go to the Ombudsman after 28 days if the money isn't paid.

     

     

    D
    Rank 2
    DurhamVikingAuthor
    Rank 2
    November 25, 2023

    tbh I’d just take the offer. Don’t take risks.

    This is exactly what we were thinking. It could all go pear-shaped if I declined it. 

    They will have 28 days to correct it - but by the way that they are going it will probably not happen….

    The Energy Ombudsman would also give 28 days as standard for anything.

    You may get a bit more compensation but not a lot more, they never offer less.

    I suggest going for the offer, but immediately go to the Ombudsman after 28 days if the money isn't paid.

     

     

     

    Thank you - I will. As I have stated I was only after my bill being sorted. Compen. is, I suppose, an added bonus. Rather in my pocket than theirs as they say.

     

    Thanks again.

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd