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Can't change my direct debt to the suggested amount!

  • 21 May 2020
  • 9 replies
  • 209 views

I have tried to change my Direct debt amount to the recommended amount and slightly increase it but is not working.

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Best answer by MikeE 23 May 2020, 23:17

 

Updated on 01/09/20:

 

How do you calculate my Direct Debit?
 

When you comes on supply with us, we’ll use your annual usage figures to calculate how much your energy will cost over the year. Once we’ve got the annual amount, we’ll divide this into 12 - this will give us the Direct Debit amount.

If you haven’t got your annual usage figures, we’ll use the national averages. You would then need to send us regular readings for at least 3 months, then we’ll manually calculated the annual figure.

 

Changing my Direct Debit: How to video

 

 

Direct Debit FAQs:

 

See this topic for 7 of the most comm Direct Debit questions

 

I had the same problem but found out that it works if you change the payment amount on the OVO website as opposed to the OVO app.

 

 

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9 replies

Userlevel 3

That’s not great, @Ratgirl19 

Can I ask if you’re trying to do this via your MyOVO account online here or via your app?

 

If you’re still struggling to update your Direct Debit to the suggested amount, reach out to our OVO team on FacebookTwitter and or our Help centre has online chat!

 

Hope that helps,

 

Userlevel 4

 

Updated on 01/09/20:

 

How do you calculate my Direct Debit?
 

When you comes on supply with us, we’ll use your annual usage figures to calculate how much your energy will cost over the year. Once we’ve got the annual amount, we’ll divide this into 12 - this will give us the Direct Debit amount.

If you haven’t got your annual usage figures, we’ll use the national averages. You would then need to send us regular readings for at least 3 months, then we’ll manually calculated the annual figure.

 

Changing my Direct Debit: How to video

 

 

Direct Debit FAQs:

 

See this topic for 7 of the most comm Direct Debit questions

 

I had the same problem but found out that it works if you change the payment amount on the OVO website as opposed to the OVO app.

 

 

Userlevel 6

Ah great shout, @Mikeovo, thanks for sharing. @Ratgirl19 have you managed to change this now? 

 

Userlevel 7
Badge +2

When you see reports like this, @Amy_OVO are they automatically sent  to the Programming Team?

Or do you wait to see if there are more of us reporting similar/related issues?

See my comment here yesterday on a different issue which needs the programmers’ attention.

Userlevel 5

It’s not automatically sent over @Transparent, as often, it’s something we’re able to resolve just by trying a few different things here.

 

We’ll feedback anything that’s a stubborn or widespread issue, though, so if we can’t get you a fix with the Customer Care Team, we’ll get it over to the Tech Team to sort!

Userlevel 7
Badge +2

So, for our interest, what’s happened in this case above?

If @Mikeovo is correct that the bug occurs only on the App, has these been sent to the App Programmers for investigation/fix?

At the 2019 Forum Open-day, the lack of feedback to us was universally highlighted as a major reason why the Forum doesn’t grow.

It’s just so frustrating to have multiple customers discussing an issue whilst we gradually home-in on defining a bug… only to then hear absolutely nothing about what action was or wasn’t taken!

The Forum needs to be valued as a more important route for reporting errors and making suggestions. Individual emails don’t have the benefit of “peer-review” which we enjoy here.

 

I have never been able to amend by DDR amount, either on the website or the app. It just gives me the non-descript error of “something went wrong”.

I’ve had to call the help line to get it done, and last time I called they told me it was a known error which they’ve been trying to fix for a while. I asked if it would impact my self service discount and they said no as it was something that currently wasn’t actually possible to self serve.

Userlevel 7

Thanks for these details, @MisterMints - this is an example of how one issue shared by many can actually turn out to be multiple issues with the same end result. Often, it requires account details to be given and a specialist, who can determine whether it’s something specific to that member’s account, or an issue, known or otherwise. 

 

As some of you may know, the first thing a developer/programmer/tech support asks for is account details, troubleshooting, examples. That’s why we often direct users who suggest a bug to customer support, so a diagnostic can be made based on the account info given. 

 

At the 2019 Forum Open-day, the lack of feedback to us was universally highlighted as a major reason why the Forum doesn’t grow.

It’s just so frustrating to have multiple customers discussing an issue whilst we gradually home-in on defining a bug… only to then hear absolutely nothing about what action was or wasn’t taken!

The Forum needs to be valued as a more important route for reporting errors and making suggestions. Individual emails don’t have the benefit of “peer-review” which we enjoy here.

 

 

Great point here, @Transparent - a few great points actually!

 

  1. We could do a better job of keeping our active members updated on known issues, bulk fixes, updates. Can I ask for your input in how best this could be given? I want to avoid using the private superuser group, as this makes the info more difficult to find by others. @ITGeek123 @PeterR1947 @D10hul @Mikeovo @NoPoke your input as well could be v handy. I can make a new topic to discuss this if need be. 
  2. I also want to make this community a space to flag issues, where members can discuss and agree on details, as you mention, so this can be peer reviewed and universal issues spotted and then flagged to the product team responsible. This space is already set up to do this, with this topic being an example. Perhaps if we get better at point 1, more users will use this space for point 2…

T

 

Userlevel 5
Badge

Hello all, 

 

long time no speak, I am ultra busy, I have had issues with the DD billing, the issue is for V2G users it wants to increase the DD, the program doesn't take into account the export credits but just sees a very high usage, and the net result is as has happened to me you need to contact OVO every few months to lock the DD otherwise the system automatically raises it, and you end up, like I have with a Account hundreds in credit. 

I first reported this in January so hopefully a fix should be soon approaching. 

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