I’m really sorry to hear of the issues you’ve had with your account and the difficulty you’ve had when raising this one to our Support Team, @TH3.

As it sounds like there could be an account-specific technical issue which is preventing you from accessing your online account or receiving monthly bills, this should’ve been raised to our Tech team for a full investigation. It’s really disappointing to hear that the correct process may not have been followed when you originally reported the issue and I appreciate the frustration this has caused.

We’d usually expect you to receive a response to any complaint raised via email or our online complaints form within 5 days so I’d like to follow this up for you. I’ve sent you a Private Message requesting some account details so I can forward these on to the team.

I hope we can get this one resolved for you.

I just want to add that although Jess has helped, in no way is this solved. I am 5 months without my account now. 

I’m really sorry to hear this technical issue is still unresolved, @TH3.

I’ve just sent you a Private Message to outline the current status of the issue and a possible next step.

I hope this is helpful in getting things sorted soon.

I have exactly the same problem as TH3 and stent83. I’ve had no access to my online account this calendar year and have received no update from support other than it’s in progress with the Tech team, despite multiple emails/live chat messages on this topic.

The radio silence on this is extremely disappointing, and it’s totally unacceptable that I have no access to bills and can’t submit meter readings. I’m waiting until the end of April before switching providers in case somebody finally deals with this issue, but sadly am not holding my breath.

Hi @bndougal and @stent83 , thanks, its actually nice to know that I am not the only one utterly fed up of this situation. I have probably never had such bad customer service to be honest. Ive made several complaints, have had a case open now for weeks and yet i have no response at all. Its a farce and the next step is ofgem. I have now started a separate savings account to prepare for the bill that is likely coming my way (who knows when!). 

Some of the tech team are comically bad. Not just rude but arrogant and couldnt care less about the issue. I am wondering what would happen if i just change my provider now. I bet that would get a response. I really dont know why this thread has been “SOLVED”. Clearly is not and dont expect it to be anytime soon. Good luck anyway….

I’m so sorry to hear your accounts have also been affected by a technical issue, @stent83 and @bndougal.

I appreciate that you’ve been waiting some time to have these issues resolved and the growing frustration the lack of an update is causing. Whilst we’re not able to guarantee a time-frame for completion with technical cases such as yours, I’d like to check the status of any cases you’ve got raised on your accounts.

I’ll be arranging for us to collect your account details via a private message here. To access your forum inbox you’ll need to head to your forum profile menu in the top right-hand corner of the screen.

I hope we’re able to shed some light on things for you both.

I just wanted to add that I have had the exact same problem. I've never had a response to any complaint. Apart from I will be added to a spreadsheet with all the others that are in the same position. 

I raised a billing query on 13/02/23 and was told it would be actioned within 3 days. I’ve spoken to OVO this morning (via WhatsApp) and have been told “there is no timeframe for billing queries”.

Surely this can’t be right?

@Sunelectric

Sorry to hear that. 

Certainly seems an unusual response to not give a time frame when they will at least get back to you even if resolving the query takes longer. Especially as you were originally told 3 days. 

Would you like to explain the query on this forum in case anyone can offer some useful information? Totally up to you of course.

Alternatively perhaps try contacting OVO again next Monday, a week sounds a reasonable time. 

You could put in a complaint and then ovo have 8 weeks to respond before you get the Energy Ombudsman involved, but that seems a bit heavy handed i think personally at this stage. 

https://www.ovoenergy.com/feedback

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

@Jeffus 

Thank you for your reply.

I’ve been with OVO since around 2019 (might have been Lumo at the time) but have recently noticed that I’m not receiving the Interest Reward.

Hey @Sunelectric,

Sorry for the issues you’re having,

We don’t have access to your account here on the Forum so can’t be sure of what is going on in the background of your account. 

But it may be due to them needing to re-bill the account, if it’s for a period over a year ago it would need to go to our un-billed team and there’s no specific timeframe. 

Hope this gets resolved as quickly as possible for you. 

Why is there no time frame even for an update? 

How long does it take to get answers on a raised billing case? Or do you have to chase for answers?

Hey @NewHome,

It depends on whether the case has been raised as ‘high priority’ or what the issue is.

You’re best to reach out to the support team for a timeframe. 

My last one was fixed within a matter of hours. The problem is that they seem to expect their customers to be telepaths and therefore very rarely actually bother to proactively tell the customer when something is supposedly resolved … or not

If it isn’t obvious from your account whether the problem is resolved, then I’d suggest that you chase. 

Hi @NewHome did you manage to sort out your billing issue? 

Has anyone had any experience with a raised billing case? I had a raised billing case and was on the chat line asking if there was any update. 

Only to be told that my case needed to be raised to the home team department and that it could take up to 4 weeks, I'm so frustrated  being put from  piller to post every Time I enquire about this billing case. Feel like I'm just being fobbed off and getting no where , so it has taken the billing team 4 weeks to realise  it needed to be raised to a home team to investigate and resolve my issue. 

This is so frustrating  

Hi @NewHome

Is it related to the other two threads you have posted in?

No

Hi @NewHome

Sorry to hear about this different issue, I am just a customer like you. 

Are you able to give some specific details about this billing issue?

It is difficult to answer your question otherwise.

If you think you are not making progress you could think about putting in a complaint if you haven't already

https://www.ovoenergy.com/feedback

If the issue then still isn't resolved 8 weeks after submitting a complaint you can ask the Energy Ombudsman for help

https://www.energyombudsman.org/

Some billing issues can take a long time. Just as an example anything involving a meter reading dispute on a bill. 

https://www.ovoenergy.com/guides/energy-guides/guide-to-meter-reading-disputes

How long can a meter read dispute take?
It can take up to 12 to 18 weeks for gas and 14 weeks for electricity (it might take a little longer if we don't have enough – or the right – information).

We know this seems like quite a long time, so we'll always try and get it sorted for you as fast as we can.

Hey @NewHome,

Sorry for the issues you’re having, it sounds very frustrating. 

If we can have a bit more background to your issue, we can offer some advice here.

Some industry timeframes are 4 weeks, so it may be due to a third party.

Hi @NewHome have you sorted your issue now?