Pay As You Go Smart Meter - off supply

I have nothing but trouble with OVO from day one I signed up to them on the 1st of November and all I’ve done is get ripped off mugged off hung up onto abused I’ve made a numerous amount of complaints and calls for example today I was on the phone for over an hour and that was a third call of a day. I like they cut my power off. I lost £200 worth of food Which are compensating me £100 forit..my metres have stopped working. I couldn’t top up now all of a sudden they’ve changed my metres. I had £130 electric and £130 gas before new meters were installed I’ve been saving up and putting it on there. I haven’t even moved into a one bedroom flat yet and they’re telling me the £260 has gone within less than a month And I can’t get anywhere. I keep asking to speak to a manager. I get mugged off told they’ll deal with it now I’ve gotta go through all my bank and everything else to try and prove that I’ve put money on there even though they can see that I’ve Topped up it’s an absolute joke. I’ve started the complaints procedure against ovo with offgem no wonder they got fined over £2 million. It’s a joke. Keep away from them if you know what’s good for you don’t use OVO. There’s a shower of you know what

Hi ​@Gavin1312 

I'm sorry but your post as it stands  is jumbled, confused, and quite frankly just doesn't make sense.

• You say that you have lost £200 worth of food from a fridge/freezer in a flat that you haven't moved into yet?
• You say that the power went off. When, how, why, did the power go off?
• You say that you had £230 credit on Pre-payment meters in a flat that you haven't moved into yet?
  OK I can see that, although you also say that you have "been saving up and putting it on there." how long have you had that empty flat?
• However then you say that £230 has been 'lost' from the Pre-payment meters - either by one months use or by having the meters exchanged, which one is it?

It’s all confused and confusing

Again sorry, but you will need to be much clearer about just what has happened when if anyone is going to be able to help you.

So lets try and sort out what has happened when.
To start with:

1. How long have you had the empty flat? Since 1st November 2024 maybe?
2. Has it been empty all that time?
3. When, and if you know why, did the power go off?
4. Who is "telling me the £260 has gone within less than a month"?
5. What does it say on the meters? Or if they have been changed then what did they say just before that change?
6. When were the meters changed?
7. Why were the meters changed?
8. Where you there when the meters were changed? If not then who was there?
9. Are the new meters also pre-payment meters?

If you answer each of those questions then we will have a better idea of just what has happened and will be able to offer help and advice.

What’s the point your all a joke I’ve made excess of 50-60 calls and none of you have a clue what the hell you are doing.. I now record all my calls and have been forwarding them to the watchdog and offgem .. you have failed in your obligations and can’t wait for you to get what’s you deserve 

If you don’t want our help, you don’t have to accept it.

However, you just said that to a bunch of Forum Volunteers who are all entirely independent of OVO - we’re just customers like you are.

So I’ll ask the question. Do you desire our advice that might help figure out a solution? Or do you want us call it quits and walk away?

I’m really sorry for the issues you’ve had ​@Gavin1312 it sounds like a very frustrating experience. 

There is more information about the complaint procedure on the website: https://www.ovoenergy.com/feedback

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

We don’t have access to customer accounts on the forum unfortunately & it sounds like a very complex situation so it’s hard to advise broadly. I think Nukecad was trying to find out more information so we can offer more specific advice:
 

No gas

Hi ​@Chelsea jones ,

Sorry, but “no gas” on its own really doesn’t tell us much and we can’t advise based on that.

Please give us more information if you wish to get an answer that may help. Otherwise, please see the guide below:

• Emergency contact information, scheduled PAYG outages, and methods for contacting OVO - (September 2025) F.A.Q.

Hi ​@Chelsea jones 

If you’ve gone off supply it would be helpful to know why this has happened so we can help you best.

Without further information, the best thing to do would be to contact the Support Team, we don’t have access to accounts here at the Forum.

Let us know how you get on.