Forum Topic

OVO Energy

We were previously with SSE and recently we were moved to OVO Energy without us having a choice in the matter. It has been a shambles and I am struggling to understand the bills.  The first lot of paperwork that I received in April was incorrect, showing 2 amounts for payment.  I phoned OVO and asked which amount was correct.  The young man worked it out on a calculator and told me what to pay, which I did there and then.  A few days later I received a letter to say the amount I had paid was incorrect and there was a small amount outstanding. I have paid it. Our old bills were in joint names with my husband, but were sent to me as Martin! Guy only.  I asked for them to be in our joint names, but OVO haven’t managed it yet. Today, I received a letter “IMPORTANT: Call us about your debt today”. I rang OVO to ask what it was for.  It is nothing to do with the opening bill, but evidently we are now being paid monthly instead of quarterly.  No bill with a breakdown of charges, nothing.  We didn’t submit a meter reading to receive this. Anyone having similar problems with OVO?

Martine Guy ● 1110d39 Comments

Our last bill was in joint names, Philippa, but I did write a letter of complaint to them and Ofgem, and this was one of the things I brought up.  If I hadn’t done this is would still be two bills in the wrong names. Here is a small part of one of the latest lengthy complaints on Trustpilot, written in angry capital letters: ”This company will lie to make you think you owe them loads of money …….. these are crooks that prey upon the poor and ill as they cannot fight back”.

Martine Guy ● 995d

Martine  Have you managed to get two names on your Ovo Energy bill yet?  We have received two bills - one addressed to each of us - which is rather confusing as we could easily accidentally pay both...  Why can't they do what SSE did and address one to both of us?

Philippa Bond ● 995d

I wondered how long it would be before complaints about OVO Energy appeared in the newspapers. In today’s Sunday Times “Question of Money”, Jill Insley deals with 2 readers’ complaints and says this: “OVO Energy took over the retail arm of SSE in January 2020 and all was quiet to start with but in the past few months I have started to get a steady flow of complaints from former SSE customers.”

Martine Guy ● 1015d

Although not energy you may find this interesting as it is about the cancelling of contracts and direct debits and immediate issue of debt collection letters etc.https://www.theguardian.com/commentisfree/2022/jul/28/sadmin-mother-death-vodafone

Philippa Bond ● 1053d

Meanwhile, the appalling reviews of OVOEnergy continue on Trustpilot.  Here’s a couple of comments made in the last day: “They are a horrible company to deal with. AVOID” ”I don’t normally wish badly on anyone, but nothing is too bad for the people who run OVO. Karma” People seem to be changing supplier and Octopus are recommended.

Martine Guy ● 1053d

That is exactly what I read.  I'd heard this before about the other energy companies that had gone bust but thought I must have misunderstood.It just looks like another abject failure on the privatising of everything possible which the neo liberals have as a part of their ideology.  Some people may have made a mint and it may be working but once again there are even more casualties where taxpayers once again are all having to pick up the pieces and costs for those that went wrong. https://www.current-news.co.uk/news/citizens-advice-accuses-ofgem-of-catalogue-of-errors-that-made-energy-market-precarious

Philippa Bond ● 1054d

If I read this correctly all energy payers are subsidising the Avro losses. Given what's said in this article is there an investigation checking that the directors of Avro discharged their responsibilities in a competent and legal manner and if not taking action against them? 

Michael Ixer ● 1054d

We've had some strange bills from Ovo.  They don't seem to have managed to get the correct contact details from SSE.This is a very interesting article about Avro.  So Ofgem the energy regulatory authority is getting the blame from MPs for this.  Under the new Environment Act a new organisation has been created to control the actions of Ofwat (the water regulatory authority).  Will there soon have to be created yet another organisation to regulate the organisation created to regulate the organisation created to regulate the organisation created to regulate the organisation created to regulate the doh!Talk about blind ideology.https://www.theguardian.com/business/2022/jul/26/how-ex-footballers-energy-gamble-ended-up-costing-bill-payers-700m-avro

Philippa Bond ● 1054d

Thank you everyone who has replied to me on this.  Your comments are very interesting.  I did read Ofgem may take action on Direct Debits.  I have not yet received any replies to my letters of complaint to OVO or Ofgem. This latest review on Trustpilot makes the same complaint as me: ”Appalling customer service!  Have just been moved over to OVO from my last energy company and suddenly got a monthly bill.  Rang to ask why when I’ve always paid quarterly and was told I couldn’t change and then was advised my bill could go to collection if I didn’t pay … firstly the bill is two days old and secondly I never said I wouldn’t pay I just was surprised to get it!  Can’t believe you are threatened with this for a two day old bill??  Terrible experience and changing supplier asap”

Martine Guy ● 1083d

Ofgem discussing taking action on companies who overcharge on direct debits.https://www.bbc.co.uk/news/business-61860717.amp

Philippa Bond ● 1083d

I was with Ovo 8 years ago, I chose them, people said they were great.  They were the worst energy company I have ever been with and I've been with most.  The first thing they did was ramp up my monthly dd by 40%.  Their bills were incomprehensible and I ran a mile at the end of the contract.I was with Avro who I liked actually, before being transferred to Octopus.  They have turned out to be pretty fantastic I am very happy with them.The energy company's business model is monthly payment by dd.  It's easier to go along with it.  Eventually I suppose I'll have to give in to a smart meter but not keen

Jenny Featherstone ● 1086d

Ofgem on Radio 4 today re looking at direct debits and the way that some of the energy companies have been trading.

Philippa Bond ● 1091d

I've been with Octopus for a few years now and very happy.. I read the meter every 3 or 4 months and what I'm paying on monthly DD tracks pretty close to actual usage over the course of the year.. and when my fixed rate deal ends (I usually go 2 year fixed), I always get a credit back for overpayment.

Mary McCue ● 1101d

No problem.

Maxine Campbell ● 1105d

Thanks Maxine.  I would appreciate your update in a few months time on how things go with Octopus.

Martine Guy ● 1105d

Thanks Maxine.  I would appreciate your update in a few months time on how things go with Octopus.

Martine Guy ● 1105d

Sounds like a shambles now that the larger suppliers have taken over those that have crumbled. We are moved to Octopus and after some initial teething problems it seems OK...until October. However I don't think you can be forced into a monthly DD, you are within your rights to still pay quarterly

Maxine Campbell ● 1105d

Wasn't Ovo one of the new companies who insisted that their customers all paid by monthly Direct Debit?  I suspect so.  So now they have suddenly gained a whole lot of SSE customers who had been with SSE since before any privatisation of fuel companies and are used to paying quarterly by cheque or transfer.  It wouldn't surprise me if as far as their IT software is concerned everybody not paying monthly is in debt.  Another useful way of for them pushing monthly Direct Debit and smart meters.We never got one because SSE didn't or couldn't manage their sub-contractors properly, the pandemic got in the way and then we were waiting for electrical alterations.Another ploy being used is to not provide a pay in slip on the paper bill.

Philippa Bond ● 1105d

Hopefully, Andy.  OVO are a big company and I was wondering if anyone else might have recent experience of dealing with them, especially since the change from SSE.

Martine Guy ● 1105d

That will probably get a better response from them than on a minority forum of about 20 regular contributors

Andy Pike ● 1105d

Philippa, I don’t think this is the case.  Some people used to be really happy with OVO but since SSE changed to OVO, things have deteriorated.  They think OVO can’t cope. In my case, out of the blue, I am being told I have an overdue debt.  Yet my last payment was in May.  I tried to read all the page after page of complaints on Trustpilot and people are saying OVO won’t allow quarterly payments.  Nobody told me this and I guess they will try to push me onto monthly direct debit.   No need for the intimidatory language about debt collection agents and effecting my credit rating.  Their staff can’t even work out a bill correctly, when I queried what was the correct amount in an invoice. I am posting letters to OVO and Ofgem today

Martine Guy ● 1105d

No, more to the point, you have to deal with advisers who make out their helping you then don't do what they say they will.

Barbara Stevens ● 1105d

But remember that there are bound to be a lot of people unhappy just that their bills have suddenly gone up a lot having expected them to have remained fairly similar as they have in the past.  With so many people trying to contact them at the same time because of the rise in energy costs it will be difficult for all energy companies.  At the root of this has been a basic problem with the privatisation of energy.

Philippa Bond ● 1105d

There seems to be several different Trustpilot sites for OVO Energy.  I found the bad reviews under Ovoenergy Trustpilot. Here are the ratings: Excellent 5% Great 1% Average 1% Poor 4% Bad 89% People say they are being threatened with bailiffs and court cases, bullied into paying whatever OVO ask, or older people who just want a paper bill and can’t get one. This is intimidation, imo. 

Martine Guy ● 1106d

Thank you to everyone who has replied on this thread, including Lucille advice on Octopus Energy. I just looked at Trust Pilot and the reviews of OVO are shocking.  I only looked at the first page and others are in my situation, who have been with SSE and then been moved to OVO.  Here’s a couple, people are furious: “Another SSE to OVO victim massively overestimating usage by almost 4X so they can increase Direct Debit payment”. “We always pay our bills on time but, according to them, we apparently have a permanent debt in our account” Really a horribly company from what other customers are saying.  

Martine Guy ● 1106d

I'm with Octopus Martine and  give them a monthly reading as well as paying by monthly direct debit. If it helps my bill since April for a 2  bed/2 bath flat but only 2 of us living here is just under £90 per month up from £60 (!) So no  cheap by any means.Because we  use  less energy during the so called summer months a credit builds up to help cope with winter although I cannot see that this year the credit will cover as much as it has done previously.

Lucille Grant ● 1106d

I'm sure they are still trying their best to get as many people as possible onto Direct Debit and smart meters who aren't already as it was something the Govt required of energy providers. It doesn't work for everyone and smart meters don't work everywhere - although it must be easier for most customers and definitely is for the companies concerned.They are also supposed by law I think to have a  meter reading every so often but suddenly were very accusatory about not having  had one although they hadn't actually asked!  Every time we get a bill we read the meter to check against it.  When we knew there was going to be a big hike in price we sent a reading in (as recommended by Martin Lewis) so that we were absolutely up to date and didn't get caught with a very large following bill.I don't know why they can't get the names right on accounts.  It means they can speak (!) to both partners!  Something they can refuse to do if you are not named.  Sometimes I think it is simply that the IT isn't good enough with adequate space for names - a particular problem with house sharing.When I wrote in my other post that they often over estimate I should have clarified re Direct Debit as I believe they try and even it out for a whole year ie the same charge for summer and winter..  However I've also read that many customers don't get their payments for over-estimates back when they change providers.  Something to remember and check.I thought the Citizen's Advice info on fuel bills was good and worth reading.  There is often something new to learn.  Also Age UK.Good luck.

Philippa Bond ● 1107d

I'm afraid they don't over estimate with me they usually always underestimate. That's why every time I read it myself. I don't want to keep paying less as it only makes the next time more.

Barbara Stevens ● 1109d

Sorry, I am hopeless, I should have said not the Robert Wheeler on this website.  

Martine Guy ● 1110d

Thanks Michael and Robert. (The best man at our wedding was Robert Wheeler)

Martine Guy ● 1110d

Just for info Martine part of the reason l went with Shell Energy was l didn’t need a smart meter.  The other thing to mention is make sure all your utility companies know you are a priority customer eg, small children, elderly, health conditions all qualify if living with you.  It’s not any cheaper but in my experience often things get sorted quicker.

Robert Wheeler ● 1110d

Yes, complain and copy Ofgem. Interesting, when I spotted an anomaly in our Ecotricity's bill's (for several months they used an underestimated amount for electricity rather than my customer reading, although the gas part reflected my reading submitted at the same time) I got a nice reply from them - although the explanation wasn't that clear - and the bills were corrected! Still, Ecotricity have never been the cheapest; but are green as far as is possible, and perhaps the politist :-)"Hi Michael,Thanks for getting in contact and good eye for spotting that!
The bill in question is a consolidation bill as previous bills were overwritten and had irrelevant information on them. These bills have a few quirks to them and sometimes it will say estimate when it's actually based on real figures. I've double checked and the bill is based to the most recent reading we had from you on the electric of ••,•••. We fixed an error on our side, and from now on if you continue to put in meter readings, they'll be used by the billing system. "

Michael Ixer ● 1110d

Thanks Robert for your reply.  I am seriously thinking about changing suppliers.  I get stressed when I read “we could also pass your details to a debt collection agency”.    I will pay the bill asap, but then I will send a letter of complaint.  They write about “your debt”.   Then go on “Remember, we’re here to help”. “We don’t want energy to be another thing to worry about right now”.  Yeah right, OVO are a horrible company to deal with, imo.

Martine Guy ● 1110d

Philippa, I did wonder if this was to do with making us have a smart meter.  They contacted me by phone about this and I said no. Anyone with Octopus Energy?  What are they like?

Martine Guy ● 1110d

Martine l am really sorry for your energy woes.  We are with Shell Energy and for the past 2 years never had an issue but pay by direct debit and they have a facility where you can check your account on line and make extra payments if needed.  If you can get through to a human being threaten them with Ofgem if you feel you are being intimated.The other thing to remember you do not have to stay with Ovo whether on a fixed deal or not.  If you change avoid small new suppliers as this market is likely to contract again unfortunately.

Robert Wheeler ● 1110d

I think they are doing this to everybody who doesn't have a smart meter and isn't paying by Direct Debit.It's worthwhile keeping on taking meter readings.  It will be interesting to see how they relate to the estimated readings.  Companies do have a bit of a reputation for over-estimating how much you will use and charging accordingly.

Philippa Bond ● 1110d

Thanks Barbara. Apart from basic mistakes on the first bill, and their staff apparently being unable to work out a correct payment amount, without informing us our bill has been changed to monthly instead of quarterly.  We have not received any paper bill and instead have received a letter saying our debt is “now very overdue” and this “could impact our credit rating”.  The last bill I paid was on 10 May, so imo this is a bit of intimidation by OVO. I tried paying by phone, but it wouldn’t work, so will try at the bank if they are open Saturday? Which rates OVO as 2nd best energy supplier, after Octopus. What must the companies rated below OVO be like?  Really just a terrible experience as a new customer and we had no choice in this change of energy supplier.

Martine Guy ● 1110d

Bit the same with EDF they keep trying to make me pay after 6 weeks and I have always paid quarterly. I only realized it was 6 weeks, because went and read the meter because their estimated seemed to low. when I gave them the reading they said it was even less, so I paid then realized it was only 6 weeks.

Barbara Stevens ● 1110d

Sorry for my error, I should have said we are now being billed on a monthly basis, whereas it was quarterly before.  

Martine Guy ● 1110d