Laura

Oct 28, 2023

Unbelievably bad

I transferred my power supply from OVO to another energy retailer at the start of October after finally getting part of my credit balance refunded (they transferred my money to someone else!!!). After not receiving a final bill or refund of the credit balance (over $100) on the account 2 weeks later, I contacted OVO. A week later they finally responded and advised that it would take "weeks" for me to get a final bill, which makes no sense as there's no new data coming through as I have a smart meter. After questioning this, I was advised by a different customer service representative that they would refund the balance while they waited for the final bill to be issued since they have a live balance, the figure should be correct. I agreed to this. A week later the balance hasn't been debited from my online OVO account and today I log into my bank and see that they've taken the monthly bill smoothing direct debit out as well. I logged into my OVO account and it clearly states my account is closed and over $100 in credit but the direct debit is still showing as active with no way for me to turn it off. I have emailed customer service AGAIN telling them to cancel the direct debit immediately (which should happen when the account closes anyway). No doubt, I'll be waiting months for them to refund that back to me as well. I do not know how OVO is operating, it is an absolute farce of a company. If you value your sanity and your money, DO NOT sign up to OVO.