I'm having a long and stressful problem because my meter stopped working and I'm told that I can't have a new one. This has lead to them estimating use, but this is wildly over my usual usage. When I call it takes ages to explain all this and even if I get through to accounts, I get no satisfactory answer. My emails are not replied to beyond 'we'll get back to you' then they tell me they are entitled to take what they want.
I'm retired, on a small pension and want to pay for what I use. I contacted Ombudsman and they told me to ask for a record of complaint, OVO didn't respond to my request. I'm not in the best of health and the stress of this is making me ill. Despite being over £1,400 in credit I am threatened with debt collectors if I cancel my dd.
Please help me.
Best answer by Emmanuelle_OVO
Updated on 13/02/25 by Ben_OVO
Hey @Jackiel,
I’m really sorry for the issues you’re having, it sounds like a stressful situation to be in.
Could it be that you have an ‘exotic meter type’? If you have a faulty meter, the support team should be able to put your account on a direct debit review hold meaning your direct debits aren’t increased until the meter issue is resolved.
You can sign up if you or anyone in your household might need practical support, when it comes to managing your energy. That could be because of a medical reason, you’re pregnant, you have children under 5, you’re over 65, or you don’t read or speak English well.
What does the PSR offer?
Gas Safety Checks
Engineer Passwords where you can agree a password with your supplier that the engineer will give you before entering your property
Adapted communications including black & white print, braille, large print
We don’t have much detail @Jackiel , (reason for fault; reason for no replacement etc) but if you’ve already lodged a complaint you might want to try Citizens Advice - they have a help page on faulty meters
I’m really sorry for the issues you’re having, it sounds like a stressful situation to be in.
Could it be that you have an ‘exotic meter type’? If you have a faulty meter, the support team should be able to put your account on a direct debit review hold meaning your direct debits aren’t increased until the meter issue is resolved.
You can sign up if you or anyone in your household might need practical support, when it comes to managing your energy. That could be because of a medical reason, you’re pregnant, you have children under 5, you’re over 65, or you don’t read or speak English well.
What does the PSR offer?
Gas Safety Checks
Engineer Passwords where you can agree a password with your supplier that the engineer will give you before entering your property
Adapted communications including black & white print, braille, large print
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