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My recommended Direct Debit keeps changing - why?

  • 24 May 2017
  • 4 replies
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Hey, I am liking OVO very much in general, so keep up the good work and all. There's just one thing: the recommended payment keeps going up and down, and I don't understand why.

I've had a smart meter for over a year, so there's plenty of data to work out our average usage, but even if I were a new customer, I would expect predictions to be based on similar households and so be fairly stable. What I wouldn't expect is for the recommended monthly payment to fluctuate wildly. I'd expect it to stay pretty consistent, the point being to smooth out the variation over the year.

Aside from giving feedback and general venting, I'd be really interested to know how the predicted spend is being calculated, and why it's giving such erratic results.
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Best answer by Tim_OVO 26 May 2017, 17:36

Hey, I am liking OVO very much in general, so keep up the good work and all. There's just one thing: the recommended payment keeps going up and down, and I don't understand why.

I've had a smart meter for over a year, so there's plenty of data to work out our average usage, but even if I were a new customer, I would expect predictions to be based on similar households and so be fairly stable. What I wouldn't expect is for the recommended monthly payment to fluctuate wildly. I'd expect it to stay pretty consistent, the point being to smooth out the variation over the year.

Aside from giving feedback and general venting, I'd be really interested to know how the predicted spend is being calculated, and why it's giving such erratic results.


Hi @AC42

Thanks for getting in touch about this changing Direct Debit recommendation.

First off, here's a link to OVO Answers which explains how we calculate that Direct Debit: https://www.ovoenergy.com/ovo-answers/topics/payments-and-statements/payments/how-did-you-work-out-my-new-direct-debit-amount.html.

Based on that, it's odd to hear the recommendation keeps changing. My only suggestion is fluctuating usage showing on your monthly bills, possibly caused by an inaccurate annual usage average (which is what we base your estimated readings on). For me to double check this, PM me your account number, name and DoB.

Just to add, I've tweaked the title and added tags to this topic, making it more 'searchable'.

Hope this helps,
Tim
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Hey, I am liking OVO very much in general, so keep up the good work and all. There's just one thing: the recommended payment keeps going up and down, and I don't understand why.

I've had a smart meter for over a year, so there's plenty of data to work out our average usage, but even if I were a new customer, I would expect predictions to be based on similar households and so be fairly stable. What I wouldn't expect is for the recommended monthly payment to fluctuate wildly. I'd expect it to stay pretty consistent, the point being to smooth out the variation over the year.

Aside from giving feedback and general venting, I'd be really interested to know how the predicted spend is being calculated, and why it's giving such erratic results.


Hi @AC42

Thanks for getting in touch about this changing Direct Debit recommendation.

First off, here's a link to OVO Answers which explains how we calculate that Direct Debit: https://www.ovoenergy.com/ovo-answers/topics/payments-and-statements/payments/how-did-you-work-out-my-new-direct-debit-amount.html.

Based on that, it's odd to hear the recommendation keeps changing. My only suggestion is fluctuating usage showing on your monthly bills, possibly caused by an inaccurate annual usage average (which is what we base your estimated readings on). For me to double check this, PM me your account number, name and DoB.

Just to add, I've tweaked the title and added tags to this topic, making it more 'searchable'.

Hope this helps,
Tim
I am fed up with the recommended direct debit amount being lower that that which I am paying. This usually happens when I have built up a credit of twice that of my direct debit and 3 times more than my monthly usage cost. As a result I change it to a lesser amount and no sooner have I done that than the recommended direct debit amount increases again. The bank are going to think I have gone mad by changing it back and forth. I can tell that this must be some form of automation, as when I submit my meter reading your system initially tells me that I may have made a mistake because the usage is too small. Consumption can fluctuate for very genuine reasons and your system needs to take account of that.
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I am fed up with the recommended direct debit amount being lower that that which I am paying. This usually happens when I have built up a credit of twice that of my direct debit and 3 times more than my monthly usage cost.

Hi @Ecomum

This is odd, and I'll tell you why: the recommended monthly payment will look at how much you use a year and try and find an amount that can stay the same all year round. This means building up credit in the summer and eating into it in the winter.

If MyOVO thinks that your meter reading is too low, it tells me that the annual usage figures we have are too big. But that wouldn't explain the low recommended Direct Debit amount.

Let's give your account a once over so we can check these figures out. Drop us an email to hello@ovoenergy.com.

Tim

My recommended DD keeps changing. It keeps going up and down, month by month. Last month it was suggested at £136, and we were paying £142 and had a credit balance of over £400. We left it at £142. This month's bill is £103, and they are now saying we should pay £154 with that threatening 'your DD is far too low'. We still have £334 credit. Their estimated yearly total comes to £138 per month. I do not understand how this algorithm is worked out, and why it changes so rapidly. I have had it changing within a few days. I do not intend to increase it, but it is annoying. Other than that I find OVO ok.

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