LIARS
I am registered as priority ..and have electricity only to supply my heating..hot water ,lighting and power I was left with no power for over 62 hrs ..I had 3 engineers cancel and reschedule and eventually got to me at 8pm at night on the Sunday after supply went off Friday 8am..I lost over £130 worth off food and so far despite being promised a call from the complaints team within 48 hrs I'll still waiting the call back 9 days later .
And this is just the recent fiasco since they took over SSE ..
DO NOT SIGN WITH THEM ...
That's fantastic that I manage to get a response here when I had to lodge a review to get one ...!!!
As when I lodged the complaint ( which the case handler has been reviewing for the last 13 days ) I had not managed too...so
I eagerly awaited this reply..
SHOULD HAVE KNOWN BETTER
So an update to this post in case anyone is considering using them...THEY LIE ON RECORDED CALLS TO AT RISK CUSTOMERS .after this review was posted they called me back and a offer off £210 compensation was offered an
accepted..£70 for freezer food and £120 for the 4 missed appointments...
This was all recorded by me ...
Saturday I received a cheque for £30
Which is £180 short of what was agreed ..still no key to top up
Call them up to see what was happening and despite being calm and polite the phone was put down on me
DO NOT USE THIS COMPANY
In response to Ova reply..no private message received and please have the decency to read the review properly this time before responding Jasper
Thankyou ..
62 hours ...
Thankyou for replying Jasper..shame the initial review regarding case number
25328659 is what is in dispute here which was raised here on the 1st of October..that case is still open and is what this complaint refers too..
Thankyou for replying Jasper and I'm glad you concur with me on what OVA promised as a resolution...and that you agree that there should be a cheque for £70 ..and a seperate one for £120 and not the £30 i have received ....I have requested twice for a key to be sent out as the smart meter is not an option for my property at present as discussed with the smart meter team...the problem is the call centre don't realise that there are NO KEYS available in my postcode and also your team thought I lived on an island not the mainland so NO replacement keys have been sent to the PAYG retailers since your company took over ..which results in engineers being sent from 6hrs away
UPDATE
Still waiting the compensation that the ombudsman told them to pay...oh and a key 🤣
Reply from OVO
Hi there Casha,
Thanks so much for getting in touch with us, I'm very sorry to hear that you're currently without electricity and have been for the past 62 hours. I do hope that you now have power in your home after yesterday's appointment.
I have also raised a complaint on your behalf to reflect any distress we've caused you, and the following link will take you to our internal complaints procedure and what you can expect from us whilst we are investigating your complaint: https://www.ovoenergy.com/feedback
If you're still without electricity in your home, and as you've mentioned you use a key to top-up your meter, we'd ask you to contact our Pay-As-You-Go team directly. They'll also arrange to have a key either delivered to your home or for you to pick one up at a nearby PayPoint.
You can reach them on 0330 175 9669. The team are available Monday-Friday 8am-8pm, Saturday and Sunday 9am-5pm, to ensure that you should always be able to get through to them, though I'm sorry again for any difficulty you've had in getting to speak to someone. They also have agents on webchat Monday-Friday 8am-6pm and Saturday 9am-2pm: https://help.ovoenergy.com/categories?c=pay_as_you_go
While we're sadly limited in terms of what we can discus here as this is a public platfo
*UDPATE*
Hi there Catherine,
Thanks so much for getting back in touch with me, I'm very sorry again for the distress we've caused you as well as for the typo in my first reply to you today. I of course meant 62 hours as you clearly said to us in your review, not 6, and I'm sorry for any additional frustration that this has caused you.
I've had a look on your account just now, and sadly there's currently no active complaint open for you. While I am again sadly limited in terms of what I can discuss here, due to it being a public platform, I've looked at the notes left on 01/10 from your complaint handler which stated you were happy to resolve the complaint after you they submitted a further request for you to receive a total of £120 compensation for your missed appointments.
This was submitted on 01/10, and you should receive the full amount you're due within 10 working days at most from this date. An amount of £70 was also processed via cheque on 02/10 for you, and should be with you within at most 14 days.
As the complaint is still ongoing after over two weeks, however, as you've advised us you're currently unable to top-up as you have no meter key and the fact we hung up on you when you got back in touch (which, again, I'm very sorry about) I have re-opened this complaint and escalated it to our Advanced Resolutions team. This is our highest point of internal escalation here at OVO and we'll ask them to contact you as soon as possible.
If you're still without electricity, or if a replacement meter key has yet to be arranged, we'd ask that you contact our Pay-As-You-Go team here: 0330 175 9669( Monday-Friday 8am-8pm, Saturday and Sunday 9am-5pm). They also have agents on webchat Monday-Friday 8am-6pm and Saturday 9am-2pm: https://help.ovoenergy.com/categories?c=pay_as_you_go
I can see you're currently on our Priority Services Register - just to make sure we still have all the correct up-to-date information for you, could you let us know if there have been any changes since it was last updated? The link is here: https://www.ovoenergy.com/help/
By the way, if you'd like to be able to top up remotely and to be able to top up without needing a physical key or card, I'd recommend upgrading to a smart meter for free. You'll be able to top up through the app or the website, but can also still go to a PayPoint if you like to do so. Crucially, it also means that in future we can send additional support credit directly to your meters instantly, without you needing to collect it. In order to book a smart meter appointment please visit here: https://smart-booking.ovoenergy.com/
Thanks,
Jasper