When I transferred from SSE to Ovo I came across with a credit of around £70. I usually had a monthly charge of around £150 (give or take) which is about £5 a day; some were cheaper than this. Then, inexplicably, the next month I was charged £817 - which equates to £27 a day. Then I went back to around £150 a month. There is no way on earth that I would have used this much in one month. My DD has been put up to rectify this debit.
I have contacted Ovo via their chat thing but have not had a satisfactory answer or explanation when I have questioned this massive bill.
On 12/06/23 I sent an e-mail complaint querying this bill but other than the obligatory “we acknowledge your e-mail” which they state that they will contact me within 8 working days - I have had no further reply or any form of communication.
This is a diabolical service from Ovo and I was wondering if anyone else has had this type of poor service? How they rectified it and what I should do to get this bill looked into by someone who is part way competent.
Thanks.
Best answer by Jeffus
Updated on 11/02/25 by Ben_OVO
DurhamViking wrote:
When I transferred from SSE to Ovo I came across with a credit of around £70. I usually had a monthly charge of around £150 (give or take) which is about £5 a day; some were cheaper than this. Then, inexplicably, the next month I was charged £817 - which equates to £27 a day. Then I went back to around £150 a month. There is no way on earth that I would have used this much in one month. My DD has been put up to rectify this debit.
I have contacted Ovo via their chat thing but have not had a satisfactory answer or explanation when I have questioned this massive bill.
On 12/06/23 I sent an e-mail complaint querying this bill but other than the obligatory “we acknowledge your e-mail” which they state that they will contact me within 8 working days - I have had no further reply or any form of communication.
This is a diabolical service from Ovo and I was wondering if anyone else has had this type of poor service? How they rectified it and what I should do to get this bill looked into by someone who is part way competent.
I think that may be better than another email to the ovo complaint team, up to you. It may speed up the process if you end up going to the Ombudsman anyway. The ombudsman may well also ask ovo to pay compensation for not responding.
You could also email the OVO CEO Team about your experience. Look on the ovo complaint page. I think he would be interested to hear about cases like yours.
When I transferred from SSE to Ovo I came across with a credit of around £70. I usually had a monthly charge of around £150 (give or take) which is about £5 a day; some were cheaper than this. Then, inexplicably, the next month I was charged £817 - which equates to £27 a day. Then I went back to around £150 a month. There is no way on earth that I would have used this much in one month. My DD has been put up to rectify this debit.
I have contacted Ovo via their chat thing but have not had a satisfactory answer or explanation when I have questioned this massive bill.
On 12/06/23 I sent an e-mail complaint querying this bill but other than the obligatory “we acknowledge your e-mail” which they state that they will contact me within 8 working days - I have had no further reply or any form of communication.
This is a diabolical service from Ovo and I was wondering if anyone else has had this type of poor service? How they rectified it and what I should do to get this bill looked into by someone who is part way competent.
I think that may be better than another email to the ovo complaint team, up to you. It may speed up the process if you end up going to the Ombudsman anyway. The ombudsman may well also ask ovo to pay compensation for not responding.
You could also email the OVO CEO Team about your experience. Look on the ovo complaint page. I think he would be interested to hear about cases like yours.
Hi everyone - I contacted Ovo on their WhatsApp thingy and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...) and a refund of the VAT I had been paying.
I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them.
I thank you all for your input and I have passed all the advice to someone else who is in need of assistance.
Hi everyone - I contacted Ovo on their WhatsApp thingy and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...). I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them.
I thank you all for your input and I have passed all the advice to someone else who is in need of assistance.
Hi everyone - I contacted Ovo on their WhatsApp thingy and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...) and a refund of the VAT I had been paying.
I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them.
I thank you all for your input and I have passed all the advice to someone else who is in need of assistance.
Thank you.
Well done, but it’s shame it seems to be a lottery whether you get a good, understanding operative or not. I had yet another phone call from someone to discuss my disputed bill and, at times he even mentioned gas although I am entirely electric. I was struggling to get him to understand where the problem lay and he seemed to get it eventually, but as usual said it could take yet another few weeks to resolve.
I am unsure whether to give them a chance to sort it, or just go to the Ombudsman in 8 days time as that will be 8 weeks I have been going back and forward with this.
Hi everyone - I contacted Ovo on their WhatsApp thingy and spoke with a guy named Connor. Within an hour he stated that the massive bill was to be wiped, I was to receive some compensation (only £15 but I was not in it to get money from them, just to sort my bill - anyway, rather it be in my pocket than theirs...) and a refund of the VAT I had been paying.
I started the chat by saying that I needed an update to pass to the Ombudsman - that seemed to ignite a rocket under them.
I thank you all for your input and I have passed all the advice to someone else who is in need of assistance.
Thank you.
Well done, but it’s shame it seems to be a lottery whether you get a good, understanding operative or not. I had yet another phone call from someone to discuss my disputed bill and, at times he even mentioned gas although I am entirely electric. I was struggling to get him to understand where the problem lay and he seemed to get it eventually, but as usual said it could take yet another few weeks to resolve.
I am unsure whether to give them a chance to sort it, or just go to the Ombudsman in 8 days time as that will be 8 weeks I have been going back and forward with this.
Connor said that it would possibly take ten days for the Ovo side of things to be sorted and up to six weeks for the SSE system to be updated. I will keep checking my account and if this is not sorted, as stated, I will contact the ombudsman.
Hello everyone - just to let you know I have had no joy with this and have sent an e-mail to the CEO’s account, as per the complaints’ page. I do not think I will have any joy with this either and will be e-mailing the ombudsman in a day or so.
I’m really sorry to hear you’ve had to go through the complaint procedure to get this resolved.
I hope that this gets sorted for you, if you have any further queries about the complaint process or billing queries please pop back to the Forum and we’ll be happy to advise.
I’m really sorry to hear you’ve had to go through the complaint procedure to get this resolved.
I hope that this gets sorted for you, if you have any further queries about the complaint process or billing queries please pop back to the Forum and we’ll be happy to advise.
Do you have any idea how long it should take for the CEO (or their team) to get back to me? I will need this for the ombudsman, if it is a long time, to show the complete lack of empathy or the unprofessional approach this company have towards their customers.
It depends on the situation, the general timeframe is 10 working days but of course if it’s an urgent situation for example a customer is off supply, it would be within 24 hours.
Well, it’s been about 49 hours and no reply or any type of communication.
I am sure there is a reason why they are not contacting me at any stage of this process - I’ll be jiggered if I can think of one, but they will be able to make one up!
As soon as this is sorted out I will be moving company as Ovo’s customer service seems to be non-existent - not what a large company like them should have.
Anyone know the CEO’s personal e-mail - maybe I could e-mail them and make them aware of the issue???
Well, it’s been about 49 hours and no reply or any type of communication.
I am sure there is a reason why they are not contacting me at any stage of this process - I’ll be jiggered if I can think of one, but they will be able to make one up!
As soon as this is sorted out I will be moving company as Ovo’s customer service seems to be non-existent - not what a large company like them should have.
Anyone know the CEO’s personal e-mail - maybe I could e-mail them and make them aware of the issue???
Unfortunately OVO are currently rated the worst supplier for the number of complaints escalated to 3rd parties (Energy Ombudsman, Citizens Advice) vs the number of customers. The stats are published on the Citizens Advice website.
It is impossible to know why. Hopefully things will improve over the next year.
I hope you get closure quickly, whatever the outcome.
Feel free to post any questions in case any of the regular posters can offer any suggestions
Unfortunately OVO are currently rated the worst supplier for the number of complaints escalated to 3rd parties (Energy Ombudsman, Citizens Advice) vs the number of customers. The stats are published on the Citizens Advice website.
It is impossible to know why. Hopefully things will improve over the next year.
I hope you get closure quickly, whatever the outcome.
Feel free to post any questions in case any of the regular posters can offer any suggestions
I have received an initial response from Ovo who have offered to remove the overcharge and correct the bill, have offered an apology and have offered £100 as a goodwill. I have seven days to either accept or decline this offer.
Question - If I declined this offer (made so very quickly after I submitted the complaint) could I possibly be in for more “goodwill”? As I have said before, I did not do this with a view to getting money from them; just my bill being corrected.
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