SSE Energy Services 

Ultimately, this did justify five stars. However, yesterday evening and a couple of times today the only stars would be the ones that, in comics, came out the head after being bashed over the head by a heavy frying pan.
It seems that staff decide to terminate message/conversations when they have run out of tick boxes. Or inventions.
Happily, Rebecca took over and the issue was solved. She was the only person to read what I had said earlier, and knew to send an engineer to our home. This has taken the service to hit rock bottom with untruths, disappearances, terminating calls and such things that make the customer go elsewhere.
I was impressed that she arranged for an engineer to visit today, that the engineer phoned to say what time he would be there and generally put my mind to rest.

Spoke to someone called Skye. Ia WhatsApp, in regards to submitting my final meter readings, and they were really helpful, they managed to get everything sorted for me very quickly. And the one thing they couldn’t help me with they gave me all the details so I could get it sorted asap. 10/10

Appalling handling of complaints they choose to hear what they want and not what has been said

Rubbish service, trust me. Whenever I call to discuss my account have to wait for 45mins before I get answered, I think it’s their policy to not answer a call before 45mins and they always have 1 excuse sorry we are very busy, no matter whenever you call. Do not trust them, waste of time.

Excellent customer service from Mechan, he contacted me at 5pm when he was supposed to be finished work and resolved the issues I had with my smart meter - Top man!

The price is alright, but the company as a whole is awful.

I use SSE on a prepayment meter. This was originally in my partners name, but I tried to change it over, approx 8 months ago. The goverment scheme vouchers were being sent in her name, so I need them to be put in mine.

The number they provide if you have questions (0330 400 0000) hangs up on you, pretty much no matter what your query is, it's automated and all leads to a hangup.

I've e-mailed a few times, live chatted, and it took 6 months to get the account changed into my name. Two of the vouchers that were sent out said they'd already been used. 6 weeks later on 03/07 I received replacement vouchers with expiry or 30/06 on them.

The letter says for any issues contact SSE livechat. When I get onto live chat, I was told, the vouchers are expired nothing we can do. Advisor was quite ars*y, too.

I'm quite tech savvy, so can't imagine how an older person would have navigated through the issue I had - or managed if they were struggling for money.

Appallingly bad service and systems. I’ve had ice £5k in credit waiting to be refunded after the ombudsman ruled in my favour. Months on still no refund, they either need to recalculate my bill or it’s been rejected due to some rubbish excuses - right now all the excuses down to the transition between SSE and OvO …. It’s literally unbelievable - I cannot imagine how they would be behaving if I was £5k in debt and not in credit …. They are literally stealing my money ….
THE WORST customer experience of my life

Overall very good, slight delay in answering the phone as I had to hold for sometime.
Agent dealing with my inquiry has excellent, knowledgeable and friendly. Felt I was treated as a guest not just a customer. Thank you

I have been trying to get a credit paid back to me on my account that has been there for almost 2 years. I am constantly told the cheque is in the post and will arrive within 10-15 business days. It never arrives. Then I go back to complain and it’s the same story over and over again. I’ve raised formal complaint but am still without my money back. I got offered a £10 goodwill gesture, hahaha. You must have earned £100 in interest off the fact I’m in credit for so long on my account now. An utter SCAM. WHERE IS MY MONEY!?!?

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Amanda
United Kingdom

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Review of OVO Energy

Amanda
1 review
Rated 1 out of 5 stars
Updated 3 days ago
Myself and my 13 year old son have now…
Myself and my 13 year old son have now been left with no electricity and gas for 11 days due to no electric key both my meters still clocking up gas and electric debt, I am on priority register and disabled they sent me over 20 miles to get a key which was not there offered no emergency help promised next day delivery have had to throw all food in fridge freezer out and the fridge freezer also my washing machine will have to go and clothes stuck in it supposed to have wrong email address but ovo as been contacting me since day one on it I have rung been laughed at told my address don't exist now told sse my supplier so why they been corresponding for last 11days I have broke down cried been ill laughed at phone put down I have a letter stating ovo took over my supply and not to get in touch with sse ... I have relyed on family owing money left with nothing and still no help darkness and cold who do you turn to mist won't raise complaint until 8 weeks passed etc and one advisor said he would send me money saving energy tips .... what no meter key no gas no electric that's a good tip but still my meters are charging with no energy
Taking it to local media with all evidence
Well over 3months now ovo have been replying I got all evidence sse ovo all the emails I receive are from ovo customer services I'm not going to say to much as this as been passed on to higher authority they gave admitted their failings as a energy provider leaving myself and my 13 year old son without electric or gas for over 2 weeks some of their comments and reply are to distressing to repeat at moment it's heartbreaking what we have been put through and still continue to go through I will be sharing all I have without prejudice if it helps another in my circumstances, after admitting their failings I I have been passed from one complaint handler to another even higher authorities are astonished by the behaviour of being ignored I am still awaiting a resolution to my case I will not hide the facts and continue my case until it is justified how they can treat people the way they have is absolutely shocking

Date of experience: 13 April 2023

Edit
Reply from OVO Energy

Updated 14 Apr 2023
I'm really sorry about the experiences you've been having around this emergency, Amanda.

I do hope you've managed to reach out to someone and get your supply back on since you left us this review.

Just in case you still need support, I want to offer you as much help as I can to make sure you get back on supply as quickly as possible.

My name is Bradley and I work on the Trustpilot team for OVO Energy.

If you were on Pay as You Go with SSE and migrated across to us at OVO, you'll you need to speak to our OVO Pay as You Go team. They can be contacted directly on 0330 175 9669 (Monday-Friday 8am-8pm, Saturday and Sunday 9am-5pm) or

If you're still with SSE on prepayment meters, you should be able to speak directly to them via their Customer Service team on 0345 071 9750 for emergency support.

I'm also sending you a request, via Trustpilot, asking you for some account details so I can make sure you're being directed to the right place as quickly as possible. When you can, please respond to it with your full name, address, email address and date of birth.

Hope this helps,
Bradley

Update:

Thanks for taking the time to get back to me with your details, Amanda.

I've searched your details via our system and can see that you're still with our partners at SSE on prepayment meters.

Please reach out to them as soon as possible via the number I provided in my first reply above. They're responsible for getting you back on supply asap if they haven't already.

Also, you could remove your review from our Trustpilot page and add it to theirs here: ll to hopefully spur some contact from the team there as well.

All the best,
Bradley

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Moving house and SSE is the only option for gas and electricity. I complete the moving house form, and the website says I should get a confirmation email and someone will be in touch shortly. Weeks later, nothing. Form filled out again, still nothing. I suddenly discover the "smart" meter pay as you go card has been delivered, but still no email or phone call. The website the card instructs you to use to top up doesn't work and won't let me top up. No explanation was offered but I suspect it is something to do with this OVO merger that they still haven't figured out even though its been at least a year. So I have no way to top up, and I'd like to call them to get that sorted... But last time I tried calling didn't go very well. I also didn't have gas set up, I called to sort that spend 3 hours on hold and in call queues, transferred around 10 different people because nobody feels like dealing with a simple account creation request (since I can't set one up online without an account number, which I don't have without an account). I was lied to on the first call just before midday and told that the account was already set up and in my name (this was untrue), and luckily had a gut feeling they'd lied and called again and got a different person who confirmed I did not have an account Was even hung up on three times within one day (clearly on purpose). Bearing in mind because of the call hours I had to take time off work to make these calls. I will admit that one of the ten people I spoke to was very helpful, but that call got randomly disconnected while I was placed on hold, and unfortunately I didn't get her name. It is literally impossible to get set up with SSE and if there was ANY other option it would probably be better. Date of experience is just the main date, issues have gone on over multiple months

I had both meters not working correctly at my property. Took this joke of a company to just over a year to put me working meters in the property. They then tried to hit me with a made up amount of money as my bill. I queried this as they couldn't give me a breakdown of my usage which the bill then increased by a further £250 but still no proof of usage. I took this matter to the ombudsman which tried to get answers from SSE about the amount I owed and they couldn't provide them with factual information either. I could never understand why this bill amount was so high as I'm on a prepayment meter. This company should be avoided at all costs. I'll never be returning to SSE/OVO again.

Similar to other complaints! You can never be transferred to the correct department always go to Ovo, I have had my details sent to a debt recovery company even though full balance was paid months ago. Still being harassed. SSE confirm it is paid after hours on the phone. Still on going no contact directly from customer service after numerous emails. What a joke Ovo needs to sort this out SSE is a shell. This is shocking that this

There really should be a zero star option for this dreadful, dreadful company. I’ve had a problem with my account since October 22 that is nowhere near resolved. Account has been set up incorrectly which means I can’t track usage, I have no way of knowing if the £400 energy scheme has been applied. I have no access to billing. My so called smart meter was changed as it was thought to be faulty but turns out the problem lies squarely with SSE who have not set up account properly. I was assigned yet another complaints manager, Sukhjinder, whose job title is ‘ Executive Resolution Specialist’. Since sending out an introductory email on 14/04/23 I have not heard from him again. I have send numerous emails and not had the courtesy of a single acknowledgment or reply. I’ve never experienced service like it. If I carried out my employment like this I simply wouldn’t have a job. Absolutely shocking! If I could start legal proceedings for breach of contract and/or fraud I would do so. If you are thinking of signing up with this company please, please don’t do it. They don’t deserve to be in business. I just want away from them as soon as possible and advise everyone to do the same. Totally despondent and utterly appalled.

I was migrated from SSE to OVO in March 23, no choice in the matter.

I have now joined OVO owing hundreds of pounds, as this is what SSE have told them. I was actually in credit when I left SSE. OVO direct you to SSE and SSE direct you back to OVO, it's a total joke. So much for the dual branded logo with part of the same family.

I spoke to a lady in the final accounts team at SSE this week (she was careful not to give me her name), I tried to explain why my final bill wasn't correct, and asked why wasn't my government help fully used or passed over to OVO. I asked to speak to her manager, when it was clear she wouldn't answer any of my concerns, she ignored this request every time, this person couldn't have been more unhelpful, chippy and generally arrogant. She just hung up on me (@10:49am 28/06/23) when I asked why she was ignoring my request, seriously SSE you pay this person to represent your company?!

I joined SSE in Nov 22 since then they have given me four account numbers to really confuse the situation, again, not requested by me. They have billed me, then refunded me, several times, just so incompetent.

Everyone will know how impossible it is to actually get hold of anyone within this company, this is how they get away with this. Ofgem should be all over this company. Complain here:
ers/energy-advice-households/making-complaint-about-your-energy-supplier-or-network-operator

I've just accepted now they have lost my government grant and over charged me, If I could put zero stars I would.

ABSOLUTLEY RIDICULOUS SERVICE,
You guys have transferred my account from SSE to OVO - you have sent a migrated balance of £2078.45 to OVO. OVO state that I owe SSE this money thus its migrated to us. There is no breakdown or explanation or statement for this balance - OVO say you must speak to SSE about this. After waiting 35 mins to speak to someone at SSE the first lady says your with a completely different company I cant help you then says woops il transfer you - The second lady says We actually owe you over £1100 as you have over paid but we cant give you the money back you have to speak with OVO - and they cant do anything about the migrated balance except for me to ignore it. I explained this is ridiculous you have moved me to OVO so you should give me the money i have over paid and explain to OVO the migrated balance is incorrect - This is best part she says let me speak to someone senior .. puts me on hold then hangs up. I cant believe you guys can get away with this i am complaining to the Energy Ombudsman to sort this. You make us wait, pass us on to the next one whilst making millions and wasting our time

I have just read the reviews and I can say they have done the exact same thing to my mother. They do not answer calls . They leave you on hold or send you from department to department. They told her she had to pay an outlandish amount of money before sending her to another department and then leaving her on hold. I have contacted the energy OMBUDSMAN inregards to this and opened a complaint. I suggest you all do aswell. This is not right, what they're doing to people .

Appalling. Customer service advisors lied to me. They hung up the phone on me. They deliberately offloaded the calls on to other advisors while putting me back in the queue. They refused to pass me on to the escalations team to lodge a complaint with one advisor telling me she did not have the contact number. Taken over both electric and gas accounts on a property and since the 1st contact on the 3rd May I have yet to receive a single letter. I would love to know where these call centres are located. I find it difficult to believe that they are in the uk

Absolutely terrible service I have been in touch with them opened several complaints regarding the same issue and they close the complain managers do not call back, I was told that my energy voucher would be sent to me within five working days ,only for me to call them today and be told now it will be ten working days, and also customer service agent did not know how to log compliant therefore they will have to do it again, bare in mind that this complaint has been ongoing since last year October, I call every two weeks and they still say that they do not know how to log or deal with complaints .Customer service is based in South Africa and most of them Seem to be rude when your telling them what is going on loud background noise and laughing whilst on the phone SSE need to sort this issue out and train their call centre agents asap we are fed up of this kind of treatment!