OVO energy customers have said they have “burst into tears” and “just want their money back”. An OVO customer has written to the Guardian newspaper consumer affairs section, highlighting the problem they’re having while trying to get a refund from the firm.
OVO is rivalled by the likes of British Gas, Octopus, EDF and E.On Next. The customer wrote into the Guardian newspaper and typed: “I actually burst into tears today trying to get Ovo Energy to listen. I moved into my house – previously two flats – in August 2022. The previous owners had one gas meter and two electricity meters serving different areas.
“I arranged for the upstairs electricity meter to be removed and paid Ovo £160. This was done and we submitted the final meter reading for it in November 2022. However, Ovo did not remove the meter from my account and continued to charge us a daily standing charge.
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“I went on maternity leave that December and had to continue to pay double what our bill should have been. Ovo assured me the account for the nonexistent meter would disappear, but this never happened. I complained to the Energy Ombudsman, which found in my favour, but I still haven’t been refunded the balance that built up.
“On its website, I still have two accounts. The nonexistent meter has a credit of more than £1,200. I just want my money back.” After the national newspaper asked OVO to investigate, it swiftly processed your refund, plus £150 compensation.
It says: “We’ve provided a goodwill gesture to apologise, and our team will continue to be on hand to provide further support if needed.” According to a Which? 2023 survey, OVO was one of the worst-performing firms.
This Easter saw the energy price cap reduced by Ofgem – providing some respite for customers amid the Cost of Living crisis.
