Reply from OVO Energy
This is fab to hear, thank you for sharing!
Thanks,
Charlie
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Reviews4.3
155,238 total
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Give the operator a chance to explain
The pleasant manner of the person I spoke to. He couldn’t help me but he explained carefully why, what I had asked for ( a new Smart meter) wasn’t possible due to incapability with my meter.
Date of experience: 12 March 2024
Reply from OVO Energy
Thank you for taking the time to leave a review. We really appreciate your feedback.
Thanks,
Toby
Reply from OVO Energy
This is great to hear, thank you for sharing!
Thanks,
Charlie
operators are unhelpful
operators are unhelpful. was asked 4 times to identify myself after being cut off, left holding and then another operator appeared and had to start all over again. The issue of mid-month invoices was not resolved over 4 months of asking,
Date of experience: 05 March 2024
Reply from OVO Energy
Hi Marilyn,
Thank you for taking the time to leave a review, we do appreciate the feedback.
If there is anything you would like us to assist with, could you please update your review with a bit more information and we'd be happy to help.
Thanks,
Natalie.
Reply from OVO Energy
This is great to hear, thank you for sharing!
Thanks,
Charlie
Reply from OVO Energy
I'm so glad to hear this, thank you for sharing!
Thanks,
Charlie
Person I spoke with was very helpful…
Person I spoke with was very helpful and explained things to me
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Margaret, hank you for taking the time to share your positive experience.
We're delighted to hear that our team member was able to assist you effectively and provide clear explanations.
Your feedback is greatly appreciated and will be shared with our team as motivation to continue delivering excellent customer service.
Have a great day,
Mary-Anne
The service was excellent and your…
The service was excellent and your support for taking time with me
Kindly let you're support 10 out 10
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Daniel,
Thanks for your positive review. We appreciate you taking the time to pass this on.
Thanks
Mary-Anne
Reply from OVO Energy
Hi Andrew, thank you for taking the time to share your positive experience with us.
We are delighted to hear that you have never encountered any issues with our services. Your satisfaction is our top priority, and we will continue to work hard to ensure that we meet your expectations.
Have a lovely day,
Mary-Anne
the advisor I spoke to was very…
the advisor I spoke to was very helpful, I’m quite young & needed help with switching things over & they did it in no time, no stress, no confusion so very grateful!!
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Elsie, thanks for taking the time to share this.
Your satisfaction is our top priority, and we're thrilled that we could make the process stress-free and clear for you.
We appreciate your kind words and I wish you a lovely day!
Mary-Anne
Help to decide on plan offered by OVO from 01/04/2024.
I contacted Ovo on 11/03/24 to discuss the fixed plan they were offering from 01/04/2024. After clarification by the agent I spoke to declined decided to remain on current plan.
The agent was very helpful pleasant & courteous & discussed with me my current plan & how it would change if I changed the plan on 01/04/2024. This helped me to make my decision.
Date of experience: 11 March 2024
Reply from OVO Energy
Hey Vimala, thank you for taking the time to share your positive experience with our agent.
We're committed to providing excellent customer service and are pleased to have met your expectations.
Thanks again,
Mary-Anne
The advisor was helpful and sensible
The advisor was helpful and sensible, and I appreciatre his advice.
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Anthony,
Thanks for letting us know you spoke to such a helpful agent.
Have a great day,
Mary-Anne
The service provider always ready to…
The service provider always ready to listen and willing to help
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Patience, we're so glad to hear that you had a positive experience with our service provider.
Thank you for taking the time to share your feedback with us.
Mary-Anne
Replaced meters
Guy came out to fit electric and gas meter , kept us informed of time , very helpful and did a tidy job .
Date of experience: 05 March 2024
Reply from OVO Energy
This is great to hear, thank you for your feedback, we really appreciate it.
Thanks,
Charlie
I moved into a new property
I moved into a new property, and changed from Ovo to Octopus because of what I had heard about Ovo. I phoned them up and paid by credit card all that they asked, to close the account.
Months later, I’m getting threatening letters from a debt collection agency. Their amount goes up each letter!
I finally got hold of a charming supervisor at Ovo, Having been put on hold for an hour or so. I’m told that they will ‘investigate’ as it seems that they opened a dummy account by mistake (?) in the name of ‘occupier’.
How stressful.
I do hope that they can sort themselves out.
Please don't respond like you always seem to 'that I'm asking for account information".
I've sent you all this and it is also on the recordings that you have of all my phone calls with your 'customer service' operatives.
Thanks for your kind response Natalie. No it hasn't been resolved, and I have already provided all the information your team asked for. I refer you to your own 'customer service' file no.: 23302656
Update: I have just provided you with all the account information yet again, in addition to the complaint file above. This is beginning to sound like prevarication.
Thank you for your latest comments,
However, I have just received a further two letters from you:
one saying I'm in credit (final statement +£29.30)
the other saying I'm in debit for Dec and Jan (when I was no longer a customer).
I despair.
I am happy to receive the credit and would like a formal letter that you will not pursue me further.
26th March Update:
Thank you for trying to resolve this Natalie, but I've just received another threatening letter from your Debt Collector LCS, declaring a 'limited time offer'.
On phoning them, they refused to hear my update until they had collected a whole string of personal data...date of birth etc. which I declined.
Date of experience: 12 March 2024
Reply from OVO Energy
I'm very sorry to hear this happened, Peter.
I hope this has all now been resolved for you. However, If there is anything you would like us to assist with, could you please update your review with a bit more information and we'd be happy to help.
Thanks,
Natalie.
**UPDATE**
Hi Peter,
Thanks for getting back to me, I've requested some further info from you as we need 3 pieces of DPA to pass and access your account. I've requested this via a private request as this protects your details from being shared publicly. Once I have your details we can continue.
I understand you've given us details before, we need them again on this platform to access your account again. Thank you for your patience and cooperation here.
Thanks,
Natalie
***UPDATE***
Thank you for those details, Peter.
I'm really sorry this hasn't been resolved. We needed your details to be able to locate the account to check what's happened.
I can see we have an account set up in your name and this balance has been paid in full, thank you.
An Unknown Occupier account has been set up incorrectly for the same period that you've already paid.
I've raised for this to be corrected, but as the account isn't address to you personally any communication can be ignored.
We strive to satisfy our customers, and because of that we really appreciate your review, and that you gave us the chance to make things right.
If you're happy with what we have done, would you be willing to share an update of your experience on your review?
If not, no problem, your review has helped us improve our service.
Thanks,
Natalie
DANNY COLLINS MEOPHAM KENT Very nice guy Adam attended to my call…
Very nice guy Adam attended to my call and advised me off the best plan for us going forward with OVO for the next year and I think our twelfth with you in total possibly more ?
Not to happy with the increase in daily charges now that I have a good look at them but there you go, keep up the good work !!
Date of experience: 12 March 2024
Reply from OVO Energy
Thank you for your positive feedback! We're delighted to hear that Adam was able to assist you in choosing the best plan for your needs.
We understand that price increases can be frustrating, but we assure you that we are committed to providing our customers with the best possible value for their money.
We appreciate your continued loyalty and support over the past twelve years, and we look forward to serving you for many more.
Have the best day,
Mary-Anne
Awful company, never deal with them
Ovo Energy was our provider for few days, when we moved into our new house. They charged us for those few days, and we paid in full. Since paying them in full, they have continuously harassed us for more money, and each time I call them, only to be told that I don’t owe them anything. They have now passed my details to a debt collection agency. This is disgraceful conduct. this matter has been going on for months and everytime I talk to them, they are saying that its a mistake on their side and this should be solved. As today, I cointacted them again to solve this to see if they can contact the debt agency to stop harressing me but this isn't getting anywhere and I thought I share this with everyone so you all know how awful this company is.
Never deal with this company. Very stressfull moment for me.
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Faezeh,
We appreciate you taking the time to leave us a review.
I'm sorry to hear that this has happened. I would like to look into this to provide some further clarification.
I've requested some extra information from you, if you could respond with your details, I'll take a look.
Thanks,
Natalie.
***UPDATE***
Hi Faezeh,
Thanks for coming back to us with your details.
I have looked into your account and can see a Complaint has already been opened regarding this. The last update for this was today and I can see your Complaint Handler emailed you asking for you to confirm the best contact number and time to reach you. I can see you have replied not long ago, but haven't provided these details.
If you can please reply to the email and confirm this, your Complaint Handler will get back in touch with you to discuss this further.
Thanks,
Natalie
Excellent professional service!
Date of experience: 12 March 2024
Reply from OVO Energy
Hey Stephen,
So great to hear you got such good service!
Thanks again,
Mary-Anne
Excellent service...Excellent response
Date of experience: 12 March 2024
Reply from OVO Energy
Hi there,
So glad to hear the issue was sorted for you!
Have an awesome day,
Mary-Anne
Customer service gentleman went way…
Customer service gentleman went way beyond to help me.
Date of experience: 12 March 2024
Reply from OVO Energy
Hi Sandra, thank you for taking the time to share your positive experience with our customer service representative.
We're delighted to hear that they went above and beyond to assist you.
Your feedback is greatly appreciated and will be shared with our team. We strive to provide exceptional customer service, and it's wonderful to know that our efforts are being recognized.
Once again, thank you for your kind words,
Mary-Anne