OVO Energy Top-Up 4+

I am physically disabled, with a muscular condition, preventing standing and walking, plus unable to physically speak, much of the time, with many hours of seizures, where I pass out.
My Carers refuse me necessary care, due to my passing out, and ignore written requests, to wash my clothes. Now on top of this, I am relying on Emergency Credit from OVO. The one call, I manage to make, to top up, the £25 I attempted to put on my metre, I was informed, the system was, so badly down, they couldn’t correct things, the company end. I must wait, until there is only £1 emergency credit, before they will, come out, to type in the codes, I am too physically weak, to type in.

Therefore, I do not get my £25 credit on the electric, nor do I get reimbursed, my £25!

As if, I don’t struggle enough!
This is why, when I recover, I want to go off grid! This system, does not keep safe, and protect those, who are most vulnerable!

I live alone, no friends or family to protect me, and keep me safe, in these situations.

This world, is messed up!

Also, my landlord, 2 years, refuses to fix my boiler, I can’t access my gas cooker, yet am having to pay, to keep my Gas account open, for gas, I don’t use.
Doesn’t seem fair, to me.

I hope, others aren’t suffering, as much as me, with such situations! 🖤

Really difficult communication, I spend lengthy periods trying to resolve issues. I came to have this Ovo account as they took over their predecessors who were equally tricky to communicate with. I've repeatedly put funds onto my meters but the electric never registers on my smart meter and I watch the ever growing debt rising with my stress levels as to the enormity of the cost of energy. Despite bringing it to the attention of Ovo energy team member and being assured after 50 minutes of my life talking to her of a call back to resolve the following morning - 26th October 2023 - still nothing from them 11 DAYS LATER!! You said you'd love to hear feedback, so I'm obliging! What I recommend is making it easier and less time consuming for customers during phone calls and improving your call backs and call when you say you'll call. Even as recently as this summer, I was still experiencing issues and today I've tried to top up and it just buffers after my bank have approved the transaction, so I have to delete the app and reinstall! Some of the staff are nice and some listen. So that's the only reason I've given 2 ⭐️⭐️.

Had to top up as it suddenly said no credit left and there wasn’t an emergency credit option either which there usually is. Anyway I topped up £10 it went on then after five mins it disappeared and said zero again. I panicked and immediately put another £10 on. This seemed to work ok, then the next day it suddenly went down to £2 left. I checked the top up history on the app and smart meter and it was only showing that I had topped up £5 (which I have never done ever it’s always £10 or £20. Rang up OVO who informed me they were having problems with their top up’s and my bank would return me my top ups as they hadn’t gone into my smart meter. She got me to top up again while she was on the phone with me and this time £10 went on. But the top up history was still only showing £5. She assured me I would get my top ups refunded by the bank. This was a week ago and no refund and Ovo have kept my money but I’ve not received the credit on my smart meter. Total joke of an app. There is no where to proper complain or challenge and trying to ring up took nearly an hour. Highly disappointed.