I’m just going to copy and paste the complaint I just sent any help and advice would be appreciated thanks :)
To OVO Complaints Team.
I want to make a formal complaint. Recently last week moved into a new property which you already supplied electric and gas so I thought it would be easier just to stick with you. Set up my account with a nice lady who said I had smart meters and meter readings would be sent automatically and I would be paying monthly when it was due for gas and electric. Today (Sat 11th Jan) I woke up to no gas or heating or hot water. I had to call my landlord to get a certified gas engineer out only to be told I have a pre-payment gas meter that I have to top up. It had no credit hence why no gas, This was never mentioned to me. I then tried to call you and your phone lines are closed at weekends! I text chatted to someone they said the gas meter is pre-payment you top up with a code or online. They then said the meter isn’t communicating with OVO and someone would have to come out. This was around 5 Pm and then I was cut off and you closed! Why didn’t anyone tell me when signing up? I have mobility and sight issues I cannot see the display of the meter, bending down to access a gas meter in the ground is not going to work for me. I want to pay monthly. I can’t have pre-payment meters. I’m mentally ill and like to have the bill monthly as it’s easier and stress-free. I have been left without hot water and heating this weekend and it’s peak winter. I’m not happy and I’m freezing. I want the meter changed to monthly or I will be off and will go elsewhere. How can you leave people like this mid-winter without being able to contact someone in an emergency?
