OVO Energy Top-Up 4+

Very confusing as am pay as you go which gets passed to boost and back somehow when having issues and need to ring for help. There is no we chat available for pay as you go either sadly. Also In home display machine is less helpful now as doesn’t seem to have a screen showing credit all time which we had before but problems do get sorted eventually

Also home display machine has some major issues and doesn’t always put credit on straight away if using online app to pay. Having to put voucher number in manually a lot at moment

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.

App is very user friendly once initial set up has been completed. There is one slight improvement/inclusion I’d like to suggest and that would be to have the ability to create a notification on mobile device or phone, iPad etc that notifies the user when emergency credit has been activated. It may already be a feature, and moreover that I haven’t found it as of yet. I currently rely on chance that I see emergency credit has been activated on the IHD, but that doesn’t help especially when I’m in one of my regular hospital admissions, some of which have lasted upwards of three months. One such incident occurred during a recent stay, whereby emergency credit was activated, which I hadn’t noticed and that then ran out which caused my freezer to defrost whilst loosing all produce inside. Just a suggestion to make the app even more useful.