What is OVO’s complaints procedure?

Rank 4

Hey @Troyser @HangNail999

Ben_OVO did reach out to the Charge Anytime team directly about this who gave the information provided by Ben in the other thread;

The only reference I can find is this one →

If correct, then only VW owners who originally signed up for a “free miles” deal are eligible.
It looks like Ben_OVO knows more details.

This is correct, and anyone who does full under the exclusion, will see the correct pricing unit used to calculate on the bill itself.

I do hope this helps clear things up a little, I do apologise for any confusion caused but if you do fall under the exemption, this should be honored as per the team’s word.

Abby, OVO will not honour what I was told by their employee. Perhaps you should speak to them?

Community Manager

Hi all, our Charge Anytime team have confirmed that, for those eligible for the 7p, the charges may show as 14p due to an error.

From CA:

The 7p won’t show on the app as we haven’t been able to build a back end solution to personalise their rate. Instead they will get an adjustment credit on their bill to bring their charging down from 14p to 7p.

Terms and Conditions can be found here: https://www.ovoenergy.com/terms/vwg-charge-anytime.

@Troyser I’m really sorry to hear that you’ve been told one thing and then another, I’d recommend raising this as a complaint with Charge Anytime if you haven’t already. Please let us know how you get on when speaking to them.

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Rank 4

Hi all, our Charge Anytime team have confirmed that, for those eligible for the 7p, the charges may show as 14p due to an error.

From CA:

The 7p won’t show on the app as we haven’t been able to build a back end solution to personalise their rate. Instead they will get an adjustment credit on their bill to bring their charging down from 14p to 7p.

Terms and Conditions can be found here: https://www.ovoenergy.com/terms/vwg-charge-anytime.

@Troyser I’m really sorry to hear that you’ve been told one thing and then another, I’d recommend raising this as a complaint with Charge Anytime if you haven’t already. Please let us know how you get on when speaking to them.

Ben, I have raised a complaint and they have refused to budge saying that my rate will be 14p/kWh despite being told by OVO staff that my rate would be 7p. I AM ABSOLUTELY DISGUSTED WITH OVO.

Community Manager

So sorry to hear this @Troyser, I know how frustrated I’d be in your position. I’m sorry but our team won’t have any sway when speaking to the team internally. If they’ve said you were originally mis-advised, and are not eligible for the 7p, there’s not anything we can do to change that. Apologies to be the bearer of bad news.

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Rank 4

Leaves a very bad taste. How can I ever trust OVO again? I have had no confirmation from OVO that my penalties for leaving will be waived either.
CUSTOMER SATISFACTION = 0

Community Manager

I’d feel the same @Troyser. All you can do at this stage is reiterate that you’re not happy with the complaint resolution, and the complaint handler will have to try and come to a resolution that suits both parties.

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Rank 4

I have tried Ben. I said that OVO should honour the 7p/kWh that THEIR rep told me but OVO refused.

as I have said, the trust has been lost - came to OVO because of their customer service reputation and will leave when the “deals” come back in the spring/ summer.

I am disabled and struggle on a small private pension so every penny counts but I feel OVO have used the 7p/kwh to make money - after all, why did they not tell customers that they were increasing charging EVs by 100% in the summer when all the deals were there and let customers leave free then??? !!!

BAD TASTE LEFT FROM A BAD COMPANY.

Community Manager

So sorry again that this happened @Troyser. I hope, if you do switch, you can find a good deal with another company, and have a good experience with them.

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