In late September, fixed price tariff with EDF Energy was coming to an end so decided on 2 yr fix with Ovo Energy, then set the wheels in motion on Ovo website. Shortly after, was informed that changeover would take place on 3 Oct and was asked for meter readings for that date, which were submitted.
Some weeks later, wondered what had happened to refund due from EDF. Contacted them for an answer and was told they were still supplying our gas and elec. Back to Ovo to see what was going on, to be told that they had our contact address as no. 12 but the switch had been requested for no. 21! Doh!! Ovo agent can't get through to relevant department but says they will email us. All goes quiet and no email a week or so later. By now they have taken two direct debits of £100 and supplied zilch. Called them again and explained again what had happened; agent terribly pleasant and apologetic and promised email within 4 working days.
Six of those days later, a deafening silence prevails. Call them again today, explain yet again what has happened; agent claims Ovo were waiting for our meter serial numbers! Gave the serial numbers over the phone, then asked when the changeover would take place - was told 11 Dec. Requested refund of our £200; oh well, they don't usually do that...but I'll see what we can do...
Shortly after that conversation, email received confirming changeover date and graciously agreeing to a refund. A bonus was that it confirmed that Ovo can do email after all.
The point which comes out most clearly from this sorry saga is that there seems to be no proactivity from Ovo Energy whatsoever. They don't get back to you when they say they will and when you contact them yet again, seem quite unconcerned about it.
In these days of never - ending surveys and constant badgering for feedback, here you are, Ovo Energy, your Customer Service rating is 2/10; the 2 is for the agent being unfailingly polite while being as useful as a chocolate teapot.