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Why such a large increase in my recommended Direct Debit?

  • 1 February 2018
  • 66 replies
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66 replies

Userlevel 6
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Hey @Annieb64 - I've moved your post over here. You can find more info on this above ^^
Hello,

Today I received an email from you recommending an increase in our monthly DD from £270 to £327. I've looked at the usage for the past year and even allowing for an increase of 10% in the coming year, I can't get to this higher amount being necessary. Is it possible to 'split the difference' with the increase, and see how it goes?

Thanks,

Vicky
Tried to phone, but, frankly, do not have the time to wait endlessly on-hold.

Anyhow, we pay £124 per month direct debit and was surprised to log on and find that Ovo wants to increase the monthly DD to £226! The total we have spent in the last 12 months (from May18-Apr 19) has been £1,285, which confirms that £124 is about right.

We have a Smart Meter so Ovo is perfectly aware of what are energy use is so any idea of where we go to from here, given there is no way of changing the direct debit on your website?
Userlevel 5
Hey @Victorious and @phatnpil,

We had a similar topic on this so I moved your queries over here, read through for more information.

Is it possible to 'split the difference' with the increase, and see how it goes?

Essentially we can do what you suggest, just give our Customer Care team a call to discuss this. They're available Monday-Friday 8am-6pm on 0330 303 5063.

Tried to phone, but, frankly, do not have the time to wait endlessly on-hold.

We have a Smart Meter so Ovo is perfectly aware of what are energy use is so any idea of where we go to from here, given there is no way of changing the direct debit on your website?


Our wait times haven't exceeded 5 minutes all week, so if you were to call you wouldn't be left waiting long.

The Direct Debit can be updated on My OVO just head to the payments section!
Hey @Victorious,

We had a similar topic on this so I moved your query over here, read through for more information.

Essentially we can do what you suggest, just give our Customer Care team a call to discuss this. They're available Monday-Friday 8am-6pm on 0330 303 5063.



@Eva_OVO Many thanks for your reply, all now sorted 🙂
How can an adjustment of my direct debit be justified without my agreement and taking it to way over my monthly usage? I moved in in late March and allegedly I have used approx £240 electric since then, although £120 of that was used in April??? Since then my usage has been the same as my previous property and is about £35-£40 per month, nobody can answer where 4 times my normal electric usage went even though my routine did not change, and in addition to that they are expecting me to cover nearly £100 of charges from before I even moved in !!! Total joke of a company, and nobody can give you any answers, and it take hours to actually get through to someone, time that I don’t have to waste !!!!
Userlevel 7
Badge +2
More info on the Direct Debit calculations in this topic, @Rookard76 and on this page!

Still want answers, drop us an email: hello@ovoenergy.com

Let us know how it goes 🙂

My direct debit reivew recommends that I increase the payments from £118 to £263 per month although I am £360 in crebit. This is because it estimates that I will use £1676 of energy for the rest of the year.

This seems unlikely because the total cost for the 12 months is £650 (gas) + £440 (electricity) = £1090.

The review says that there are 5 payments left until the end of the year so the amount that will be used will be significantly less than £1676.

How can I get a sensible review?

 

Kind regards,

Ian

You suggest I should pay £130 per month and I need an explanation as well as a reasonable level of payment. Why am I complaining - well using your figures.

  • The credit balance on my account is approx £187.
  • Usage for month to 12 October was £approx £53.
  • You estimate my usage this year as approx £973.
  • My current direct debit is £87 as suggested last month.
  • £87 x 12 = £1044 plus the £187 credit would = £1231 which is already above the £973 you estimate my annual usage as.

In addition, you ask for regular meter readings, which I provide, and you suggest thst regular readings mean you pay only for what you use. I have to dispute that claim in the light of your request for an exhorbitant raise in my monthly payments.

So, please provide a sensible explanation and revise the direct debit downwards.

Userlevel 7
Badge +2

@Ian The Smiler @DisgruntledOf Levy1 this topic has more info on the review process, so does this one

Why oh why.  You have requested I up my DD to a ridiculous extortionate amount.

 

i have agreed to increase it a little to a sensible amount to which your staff have written and agreed they are happy with the change I’ve made for now.

 

however I still keep getting what I assume are automated but threatening emails stating that you will against my wishes, increase the dd to a ridiculous high amount.

 

why have you agreed something with me then undermined that with your silly threats?  It’s awful customer relations. 

I spoke to customer services and the problem was caused by a faulty Smart meter reading. It had submitted 30,000 kWh of gas used in September. This resulted in the vastly increased direct debit.

Does your system do a sanity check on the meter reading? If the one is significantly different to the usual reading how about getting a second one as a validation? I appreciate that I live in a village with patchy mobile reception.

Given the figure of 30,000 kWh  I must be single handedly responsible for global warming and Greta Thunberg’s worst enemy.

Userlevel 5

It sounds like we should’ve added you to our exceptions form, @Lain-coubert, this would've stopped the emails being sent to you. 

 

Send us a message on Facebook or Twitter with your name, DoB and account number to get this sorted. If you don’t use social media, email the team on hello@ovoenergy.com.

 

 

It’s been sorted now Thankyou.  But was all very infuriating and quite ridiculous up until a few days ago.

I am on a fixed rate tarrif and am currently paying £129 a month by direct debit for dual fuel on a tiny 1980s 2 bedroom mid terraced house. We have insulation which meets current regulations, and have UPVC windows and doors. Ovo want to increase this to £177 a month, which is an increase of nearly 40 %, and is completely unaffordable,  despite 

1) being on a fixed rate - surely the idea of having a fixed rate is that the direct debit is also fixed, so one can budget properly

2) being in credit

3) having installed a brand new  efficient boiler (replacing a 30 year old boiler) so I was expecting the bills to go down

 

There is no way I can afford £177 a month. I have tried and tried several times to increase the direct debit to something affordable - around £140 a month, but the system won't let me. This morning I got an email from Ovo saying they are going to increase the direct debit anyway.  I'm very unhappy about this, as I have tried several times using both the app and the website to increase the direct debit to an amount that is still affordable, and I have also left feedback say it would be helpful to have this function on both the app and the website, but so far nothing has happened. 

Please could anyone help or give me some advice? I have tried to follow Ovo's request to increase the direct debit, but £177 is simply not affordable, so I can't possibly agree to it, and the system won't allow me to enter a figure I can afford. I know in a worst case scenario I can cancel the direct debit and pay the amount I can afford by monthly standing order instead (I have done this before with a different company, when we simply could not agree on the direct debit amount) as I refuse to run up an overdraft due to unreasonable direct debit demands, but it really is a last resort, and I would rather avoid this action if at all possible.

Userlevel 5

You won’t be able to increase the Direct Debit to an amount less than we suggest, @JennyRB, this is something you’ll need to call our Collections team about. They’re available on 0800 0699 831 option 4, Monday-Thursday 8am-8pm, Friday 8am-6pm and Saturday 9am-2pm.

 

They’ll go through your account with you and they can calculate a Direct Debit which is affordable for you. 

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