Gone down a rabbit hole with an energy provider? call centre after call centre, no call backs. Terrible service. What should we do?

30 0ctober 2024  

Open letter to

BS1 6ED

By email hello@ovoenergy.com

Dear Customer Service

22216160 (Electric) / 24165104 (Gas) (Account Numbers)

Michael Coyle

My name is Andy Dufresne, you may remember me as the guy from the Shawshank Redemption movie and how I battled and fought for books for the library which became the Brooks Hatlen Memorial Library in Shawshank State. I wrote a letter a day until finally someone listened and the books started to arrive!

I am now Lawdit Solicitor’s Stay Legal’s online consumer champion and I am writing to you in connection with the terrible service you have provided our own Mr Coyle.

Here are some questions

1. Customer Service Structure: What is OVO’s internal escalation procedure for unresolved account issues, and why were repeated escalations not effective in addressing Mr. Coyle’s concerns?
2. Account Management Protocols: How does OVO ensure accurate management of customer accounts, specifically in cases of service transfer errors and account access issues? Can they provide an outline of these protocols and clarify how Mr. Coyle’s account failed at each stage?
3. Customer Communication Standards: What are the expected response times for customer inquiries at OVO? Why were Mr. Coyle’s communications ignored or inadequately addressed, and were any specific internal service standards violated?
4. Billing Integrity: How does OVO ensure consistency and accuracy in billing, particularly when there are issues with erroneous transfers or billing from multiple providers? What specific steps will they take to reconcile and verify Mr. Coyle’s billing history?
5. Resolution Accountability: Are there mechanisms in place to assess the impact of unresolved issues on customers’ mental well-being, given the extensive time Mr. Coyle has spent? What measures, if any, does OVO have to address the consequences of prolonged unresolved issues?
6. Financial Impact on Customers: Has OVO conducted any internal audits or assessments to understand the financial and emotional impact on customers facing prolonged billing and service issues?
7. Public Relations and Consumer Protection: How does OVO address cases that result in negative publicity, especially if they concern consumer rights and contract breaches? Are they prepared to make a public statement or engage in consumer outreach efforts?
8. https://www.cityam.com/ovo-energy-mulls-sale-as-bankers-set-to-be-brought-in/ You were ranked as of the worst providers in the UK. Our Mr. Coyle feels you could start to pick up these numbers if only you answered your phone!!

Andy x