Direct Debits - what do I need to know?


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If you’re a Pay monthly customer in a fixed contract, you’ll pay for your energy by a Direct Debit a month in advance. This is set up when you first join, and although we do our best to calculate the right amount using the information provided, there is a chance that your usage may increase/decrease over time and may mean the amount needs to change. This topic is to help explain why, and to get your thoughts on how we go about doing it.

Our aim, when we’re advising a Direct Debit amount is to get you to the end of your fixed contract with a £0 balance. Depending on where you are in the contract, we’ll use different calculations to work this out. Check out this OVO Answers page for more info on how we do it.

We’ll review your Direct Debit amount regularly. If it’s looks like you’re using more/less energy than we anticipated, we’ll suggest a change in the payment amount, using the same calculations as above, this is to make sure you don't end up with a debt balance at the end of your fixed contract.

Now it’s your turn - please get in touch if you’ve had your Direct Debit amount changed, to let us know your thoughts, or to clear up any queries.


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I’ve moved your post here, @barry6947, you’ll find handy info in the topic and above thread. 

Thanks! 

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@barry6947 

Completely agree this may have popped up out of nowhere but as @PeterR1947 mentioned. Within the Ts & Cs it would mention when the payments would be and when the first would be taken. We are only OVO customers ourselves, but maybe an OVO member may be able to assist you.

 

That's all very well but I prefer the money in my bank - not OVO

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When you signed up, OVO would have told you the Ts & Cs which presumably said what the payments would be and when the first would be taken.  Your billing will be based on usage so you won’t lose out.

OVE have taken the “first payment” but I’ve only just paid my previous supplier

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I’ve moved your posts here, @peterh, @MarinaC, @pollyhallett the above thread holds a host of info regarding Direct Debits.

Great advice, @SR3!

 

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Without being able to look into your account it’s difficult for us to say, @Derek Higgs, please reach out to our team. 

You can send us a message on FacebookTwitter or email the team on hello@ovoenergy.com, or give them a call. You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

I hope this helps! 

Hi Ovo Team, I have exactly the same request as Peter above. I am predicted to go over my predicted usage but would like the direct debit to remain as it is, and if I do go over my direct debit about, to then pay it as a lump sum at the end of the contract. It is also likely that this amount will be balance out by reduced usage in the warmer months. Please advise.

My expected usage is £1,158 which equals £97 per month so why am I being asked to increase my direct debit to £113 and why can’t I choose any other amount than that?

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I have increased my DD from 93 to 111 and now to 120 Oct now ask me to increase it to 130.My last bill I was in credit 100 now I am in debt.Surly that is not correct

Hi Ovo Team, I have exactly the same request as Peter above. I am predicted to go over my predicted usage but would like the direct debit to remain as it is, and if I do go over my direct debit about, to then pay it as a lump sum at the end of the contract. It is also likely that this amount will be balance out by reduced usage in the warmer months. Please advise.

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@peterh I'd say contact OVO. If your usage is changing continuously then this may be the underlying issue with your Direct Debits. I had a similar issue where my annual gas usage was incorrect which increased my direct debits. I to, waswith EE and they had my had usage incorrectly recorded which had then been transferred over to OVO

If you don't have a smart meter then make sure you have a meter reading handy when you call. 

OVO undertook my energy supply in January following the demise of Economy Energy. No charges were made by OVO until my contract commenced in April. At that time I agreed a monthly direct debit of £85. Because no charges were made during the period of January to April my account was in deficit. In October I made a top up payment of £300 to put the account in credit. In November OVO advised that my Direct Debit should be increased to £142. They are now forcing me to increase to £131 per month even though my account is in credit. OVO predict that my annual energy cost will be £1,168 (this predicted amount reduces each month). I consider that their assumptions relating to energy consumption are incorrect and over stated and will result in over payment ant the end of my contract. I would prefer to make top up payments if the account goes in to deficit.

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Thanks Eva,sorted.

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That would be fine, @Derek Higgs! :)

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A few days ago I increased my direct,is ok to increase it again after such a short while.

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Welcome to the forum, @Shwild, I’ve popped your post here, there’s a host of handy info above that may be of some use. 

Please reach out to our team, this won’t impact your self service reward, as you mentioned there was a temporary uplift of usage in the summer. 

You can send us a message on Facebook, Twitter or email the team on hello@ovoenergy.com, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063. 

Thanks!  

 

I have been advised to increase my direct debits due to a temporary higher usage over summer which has now been discontinued. I can’t afford to increase by what they’ve advised and my account is in credit so am happy to increase it slightly but the website won’t let me put in my own amount. I don’t want to call as will lose benefits. How can I solve this? 

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You’ll need to contact our team, @JackParry, regarding setting up a new Direct Debit or they’ll be able to set you up as a manual payer.

You’d need to call the team to do this, you reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

I’ve set up my account and added my meter readings, but when I go to ‘Payments’ to set up a Direct Debit it comes up with a ‘Something went Wrong’ message - any ideas?

How do I pay my bill without a DD?

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Welcome to the forum, @OvoBuddie, this does sound frustrating.

You're right by now our annual consumption estimates for electricity EAC (Estimated Annual Consumption) and for gas AQ (Annual Quantity), should mirror up with your usage certainly as you have smart meters.

I'd recommend getting in touch with our team, we may need to look at recalculating your EAC and AQ.

I appreciate there are other suppliers that alter the Direct Debit taken monthly, we try and make the winter months more manageable with the summer credit built.

You can send us a message on Facebook, Twitter or email the team on hello@ovoenergy.com, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 303 5063.

Thanks!
Obviously i am just someone else with a gripe about the level of DD.

First of all i accept that the aim of OVO is to get you to the end of your contract with Zero balance. That is fine.

I also accept that you tend to overpay during the summer months, building credit which you get interest on and then perhaps slightly underpay during the winter months. That is also fine.

Their stated aim of at least being one month in "credit", is also okay with me.

What does bother me ... is their estimates are rubbish. Being rather sad and someone who works in finance, i keep a spreadsheet of all my costs and can easily work out the average, i know that sometimes the costs goes up a little and that is fine. In the past OVO kept saying as a new customer, they never had enough data on my usage to know the exact amount. That argument goes out the window now, as i have been with them since 2014.

Just today out the blue, i am informed that the amount of DD will go up from £83 to £88, I am already well in credit. And what makes matters worse, is when i log into my account, the graph and information on my DD states that my DD level is £88, but they recommend £82 per month, actually lower than i am currently paying. But bear in mind that the by my calculations, i am already way over paying , even with the £83 i am currently on. My average since 2014 is £66 per month, so i wanted to go with a DD of £75, which i felt was fair. (by the way, i couldn't, even if i wanted to, set it at that level, as the lowest i can do is £82.00) So today, i simply changed the current increase back down to the £83.00 i was paying.

At the end of my previous contract, i was so "overpaid" that i set the DD right down to £30.00 for the last three months, to correct things, then it went back up to £83, which was way over what i think it will be, but i am not wanting to give you another £60.00 per year (£5.00 x 12), which you simply don't need.

No doubt as usual, i will need to get a refund on the huge credit I always build up.

So OVO, you have enough data on my account to know my average usage and costs. Why can't the DD be set at a reasonable amount? why are your estimates always too high?. You should be implementing a variable DD debit to match the smart meter readings every month, and i would be only paying for what i actually use. Other utility suppliers can do it.

D
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Please see the above thread, @jrm, you'll find all the info you need.☺
I would like ti increase my DD by £18 rather than OVO's recommended £30 more minimum.
Why can't I do that as it's my money their using?
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Hello

According to my energy consumption already used and predicted it shows that my current direct debit amount is correct. Currently I'm £158 in debit which as we've just come out of the winter months you'd expect. Yet Ovo are asking me to increase my direct debit by £42 per month. Why, I don't understand the logic. Surely it will even itself out.Can you please send me a link to where you've posted my question.

Thank you

They are both here, by my replying to you, you should get a link to this topic.....

Hope that helps!

Darran
Can you please send me a link to where you've posted my question.

Thank you

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