Has anyone else had a continual ongoing battle with ovo to try and stop endless price increases? so far my 'fixed rate' dd payments have increased from £76 pcm to their current estimate of £293 pcm... for a small 3 bed semi!!! any suggestions about how to prevent my impending bankruptcy at the hands of ovo energy? TIA.
Solved
I feel like my Direct Debit Check In is totally unfair, why has it increased?
Best answer by Darran_OVO
Updated on 22/08/25 by Abby_OVO
How do Direct Debits work?
A Direct Debit is an automatic monthly payment set up with your bank or building society. You can choose which day you want the payment to go out each month, and your bank will sort the rest.
Once your Direct Debit is set up, you don’t need to do anything else to make your payments.
Why paying by Direct Debit is the best way to pay
Direct Debit is usually the simplest and cheapest way to pay for your energy. This is because:
-
You don’t have to remember to make payments each month – it’s all done automatically
-
You’ll get a cheaper rate if you’re on our variable Simpler Energy tariff
-
You’ll pay the same every month for your energy, which can help with budgeting
-
A Direct Debit spreads your energy costs evenly over the year, which means you’re less likely to have to pay more in winter
How does OVO work out my monthly Direct Debit?
The aim is to make sure you have credit for 1 month’s payment in your OVO account by the end of March. This is to help cover any change in your home energy use over the course of the year.
For new customers, this only comes into effect once you’ve reached March. When you first join, the aim is to make sure you have no balance left to pay after 1 year.
Why is my Direct Debit increasing when my balance is in credit?
It’s normal for a credit balance to build up in your energy account over summer, when energy use is usually lower. This credit can help pay for your energy in winter, when most homes use more. It helps you spread your energy costs over time.
Even if your energy account is in credit, sometimes your Direct Debit payments still need to increase.
This could be the case if we’ve worked out that your OVO account is likely to have a debt balance long term – based on how much energy your home is predicted to use.
You can always choose to get a credit refund if you prefer. Request one at any time in your online account, in our app, or over the phone. You just need to leave credit in there for 1 month’s payment. This is in line with our refund policy.
It’s important you have all the info, then you can decide what’s best for you.
-
If you request a refund online, sometimes we’ll need to confirm this over the phone. This is to make sure you have the details of how it’ll affect your energy account.
-
Getting a refund might mean your Direct Debit payments will need to increase, once your account has less credit in it.
How we check you’re paying the right amount
Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.
We’ll let you know if your Direct Debit amount needs to change to keep your energy account balance up to date.
For even more info on how our Direct Debits work, check out this short YouTube video.
Have we received your meter readings recently?
The more information we have about your usage patterns, the better we’re able to predict what you’ll use in future. If you haven’t already got one installed, we’d really recommend getting a Smart meter installed, which will automatically track what you’ve been using. If not be sure to remember to submit your meter readings at least monthly (you can submit these on the ‘Meter Readings’ page of your online account). This can really help your suggested Direct Debit amount become more accurate and avoid large increases to your Direct Debit amount in future.
Is there any support available if I’m struggling to pay for my energy?
If you’re worried about your payments changing or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options available for anyone who needs help. We have a dedicated Library section on the Forum all about the additional support available.
To get in touch with our team:
-
Sign up to our online tool at ovoenergy.com/payment-support and we can find the best plan for you.
-
Call us on 0800 069 9831. We’re open Monday to Friday 9am-5pm.
Updated on 22/08/25 by Abby_OVO
How do Direct Debits work?
A Direct Debit is an automatic monthly payment set up with your bank or building society. You can choose which day you want the payment to go out each month, and your bank will sort the rest.
Once your Direct Debit is set up, you don’t need to do anything else to make your payments.
Why paying by Direct Debit is the best way to pay
Direct Debit is usually the simplest and cheapest way to pay for your energy. This is because:
-
You don’t have to remember to make payments each month – it’s all done automatically
-
You’ll get a cheaper rate if you’re on our variable Simpler Energy tariff
-
You’ll pay the same every month for your energy, which can help with budgeting
-
A Direct Debit spreads your energy costs evenly over the year, which means you’re less likely to have to pay more in winter
How does OVO work out my monthly Direct Debit?
The aim is to make sure you have credit for 1 month’s payment in your OVO account by the end of March. This is to help cover any change in your home energy use over the course of the year.
For new customers, this only comes into effect once you’ve reached March. When you first join, the aim is to make sure you have no balance left to pay after 1 year.
Why is my Direct Debit increasing when my balance is in credit?
It’s normal for a credit balance to build up in your energy account over summer, when energy use is usually lower. This credit can help pay for your energy in winter, when most homes use more. It helps you spread your energy costs over time.
Even if your energy account is in credit, sometimes your Direct Debit payments still need to increase.
This could be the case if we’ve worked out that your OVO account is likely to have a debt balance long term – based on how much energy your home is predicted to use.
You can always choose to get a credit refund if you prefer. Request one at any time in your online account, in our app, or over the phone. You just need to leave credit in there for 1 month’s payment. This is in line with our refund policy.
It’s important you have all the info, then you can decide what’s best for you.
-
If you request a refund online, sometimes we’ll need to confirm this over the phone. This is to make sure you have the details of how it’ll affect your energy account.
-
Getting a refund might mean your Direct Debit payments will need to increase, once your account has less credit in it.
How we check you’re paying the right amount
Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.
We’ll let you know if your Direct Debit amount needs to change to keep your energy account balance up to date.
For even more info on how our Direct Debits work, check out this short YouTube video.
Have we received your meter readings recently?
The more information we have about your usage patterns, the better we’re able to predict what you’ll use in future. If you haven’t already got one installed, we’d really recommend getting a Smart meter installed, which will automatically track what you’ve been using. If not be sure to remember to submit your meter readings at least monthly (you can submit these on the ‘Meter Readings’ page of your online account). This can really help your suggested Direct Debit amount become more accurate and avoid large increases to your Direct Debit amount in future.
Is there any support available if I’m struggling to pay for my energy?
If you’re worried about your payments changing or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options available for anyone who needs help. We have a dedicated Library section on the Forum all about the additional support available.
To get in touch with our team:
-
Sign up to our online tool at ovoenergy.com/payment-support and we can find the best plan for you.
-
Call us on 0800 069 9831. We’re open Monday to Friday 9am-5pm.
HI Darren,
I have a smart meter. I would very much like it to be checked.
Thanks for your response,
Vicky
I have a smart meter. I would very much like it to be checked.
Thanks for your response,
Vicky
Hey
It's good to hear you have a Smart Meter, as that should have been sending us readings each month so we've been able to record what you've been using.
As I mentioned Direct Debit increases are usually due to the amount you are paying per month, not actually covering what you are using so if you can check your account, that will help us narrow down what's going on.
Darran
Victsandy
I live in a medium sized 3 bedroom semi with storage radiators for heating and no gas appliances.
My monthly Direct debit is £164 and I am advised to increase this to £205 so your recommended increase does seem excessive, Unless you have a lot of debt with OVO.
Or you are on a variable tariff.
I asked "My Ovo" several times by email and phone why the Direct Debit requirements varied with monthly regularity and eventually received this reply;
"Thank you for taking the time to email us today and thank you for taking the time to speak over the phone. As discussed, the meter read issue will be looked at and resolved after the engineer has been out and has done some tests. In regards to the Direct Debit, My OVO will always give you a recommended Direct Debit amount that will change all the time based on your balance, the time of year + weather conditions etc, it is however just a recommendation, If your payments are drastically too low at any point we will email you asking you to have a look at your payments. "
I suggest you take and keep regular meter readings so that you can work out a pattern to you electricity usage and then will be able to make predictions about future usage.
Also check your Usage Charts for previous months to see what pattern they may indicate.
Then work out what you think future costs will be.
I live in a medium sized 3 bedroom semi with storage radiators for heating and no gas appliances.
My monthly Direct debit is £164 and I am advised to increase this to £205 so your recommended increase does seem excessive, Unless you have a lot of debt with OVO.
Or you are on a variable tariff.
I asked "My Ovo" several times by email and phone why the Direct Debit requirements varied with monthly regularity and eventually received this reply;
"Thank you for taking the time to email us today and thank you for taking the time to speak over the phone. As discussed, the meter read issue will be looked at and resolved after the engineer has been out and has done some tests. In regards to the Direct Debit, My OVO will always give you a recommended Direct Debit amount that will change all the time based on your balance, the time of year + weather conditions etc, it is however just a recommendation, If your payments are drastically too low at any point we will email you asking you to have a look at your payments. "
I suggest you take and keep regular meter readings so that you can work out a pattern to you electricity usage and then will be able to make predictions about future usage.
Also check your Usage Charts for previous months to see what pattern they may indicate.
Then work out what you think future costs will be.
+2- Plan Zero Hero
- 2460 replies
Just looking back this is the contents of the welcome email i received from Ovo.
Putting aside any prior knowledge of how energy bills work.
There are quite a few mentions of "fixed".
It doesn't actually say there will be any review over the 12 months based on actual energy consumption which may cause the direct debits to go up and down. There may be further info in the attachments that came with the email, but i didn't look at them at the time, and important information should really be in the email itself rather than in any attachment small print.
It is interesting as my mum was on a fixed cost energy plan for several years, irrespective of the amount of energy she actually used. A few providers offered these plans for a few years. I haven't seen anything like that since then.
I was aware the direct debits could change based on energy use so i didn't notice the ovo wording.
Just MHO, the email is very poorly worded. Not everyone would be able to deduce the direct debit was variable based on usage over the 12 months if they didn't have prior knowledge about how the plan works and the meaning of fixed. It may seem like common sense, but the variable nature of the direct debit should really be made obvious in the email
--------------
Welcome to OVO Energy
OVO Energy Logo
Account Number: xxxx
Your journey to zero carbon starts now
Hi xxxx
Thank you for choosing OVO.
We’re on a mission to fight the climate crisis using green energy and technology all with the help of members like you.
Ready? Let’s go!
Your switch at a glance
Your plan: Better Smart
You're getting: 100% renewable electricity as standard and a carbon-busting tree planted in your name every year
Your start date: xxxxx
Your first Direct Debit: £xx on xxxxx
Important check
Now’s the time to make sure we have the right meter details for your home. If they’re wrong even by 1 digit we could end up switching the wrong person.
MPAN for electricity
Xxxxxx
MPRN for gas
Xxxxx
Please check that these numbers match yours by looking at the top of an old bill (you won’t find them on your meters). If they don’t, please call us right away.
Your plan
Better Smart
£xxxx a year inc. VAT
£xx a month
Fixed for 12 months
Electricity
Gas
Unit rate:
Xxxxp/kWh
Xxxxxp/kWh
Standing charge:
Xxxxxp/da
Xxxxp/da
Plan length:
Fixed for 12 months
End Date:
Xxxx
Xxxxx
Exit fees:
£xx
£xx
The unit rates and standing charges in this table include 5% VAT. See our terms and conditions.
We’ve attached your Plan Overview and Tariff Information, so you can read all the details. If you spot something that doesn’t look quite right, please call us within 7 working days.
What next?
Today - Sign up to your account
Just sign up to your account online with your email address and create a password.
Your switch progress
We’ll drop you an email to let you know how the switch is going.
Xxx – Opening meter readings
We’ll ask for your first meter readings.
Xxx – Your start date
We’ll begin powering your home and take your first Direct Debit (either on this day or the next available working day).
Your year of energy
We’ve estimated your energy use over the next 12 months and what it will cost you on Better Smart.
Electricity
Gas
XxxkWh
XxxkWh
Xxx
Xxx
Estimates include VAT but exclude any add-ons, discounts and the Warm Home Discount, if you’re eligible.
Direct Debit
We work out your Direct Debit amount by dividing the cost of the energy we think you’ll use in a year by 12. That means your Direct Debit will be £xx a month.
?
If your Direct Debit payments fail on Simpler Energy, or you or your bank cancels them, you’ll start paying the higher On Demand rates instead. We’ll let you know before this happens, to give you the chance to set up the Direct Debit again and avoid paying more.
Priority Services Register (PSR)
If you or someone in your household needs extra support for medical reasons or otherwise there’s lots we can do to help. From giving notice about planned power cuts, to creating large-print or braille bills.
Find out more about PSR.
Get your questions answered
You’ve got lots of ways to do that:
Chat to us via our online chat (Monday to Friday 8am-6pm, Saturday 9am-1pm)
Check out our online Help pages
Or ask other members on the OVO Forum
If you can't find what you're looking for online, just give us a call on 0330 303 5063 (Monday to Friday 8am-6pm).
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Would be better if OVO put the energy (pardon the pun) into providing the customer with clear terms and conditions of their contracts rather than providingchoochy forums to complain about them
+2- Plan Zero Hero
- 2460 replies
Anne_6JC wrote:
Would be better if OVO put the energy (pardon the pun) into providing the customer with clear terms and conditions of their contracts rather than providingchoochy forums to complain about them
I never read the detailed terms and conditions and only skim read the email and checked the meter IDs. So i can't honestly say anything about the terms and conditions either way.
I do agree the email is poorly worded, obviously i don't know what you actually received from OVO.
I may not agree with everything posted on this forum, but i do find it useful background info myself and there are many posters (both ovo employees and customers like ourselves) who i find very informative and helpful.
Glad to hear that you’re finding this community helpful,
Whilst we might not always get things right, by allowing a space for issues to be raised publicly, we can take this feedback on board and hopefully provide advice for others who might have similar issues in future.
I totally appreciate the confusion surrounding the term ‘fixed’ when referring to your plan,
Direct Debit |
| We work out your Direct Debit amount by dividing the cost of the energy we think you’ll use in a year by 12. That means your Direct Debit will be £44 a month. |
| We’ll run regular Direct Debit reviews to make sure this amount matches your energy use. This is to protect you from paying too little and building up debt. Or having to pay a lump sum of debt in the future. |
Powered by Re-knowable Energy!
+2- Plan Zero Hero
- 2460 replies
Jess_OVO wrote:
Glad to hear that you’re finding this community helpful,
Whilst we might not always get things right, by allowing a space for issues to be raised publicly, we can take this feedback on board and hopefully provide advice for others who might have similar issues in future.
I totally appreciate the confusion surrounding the term ‘fixed’ when referring to your plan,
Direct Debit |
| We work out your Direct Debit amount by dividing the cost of the energy we think you’ll use in a year by 12. That means your Direct Debit will be £44 a month. |
| We’ll run regular Direct Debit reviews to make sure this amount matches your energy use. This is to protect you from paying too little and building up debt. Or having to pay a lump sum of debt in the future. |
I think that helps, but i think it would also benefit from a statement just after this. Rightly or wrongly some people may not get down to the updated statement. Something more explicit that says your direct debit payments are not fixed and may go up or down depending on how much energy you actually use.
It is still too easy for a cohort of the population to misunderstand i personally think. I suspect my disabled brother may misunderstand if he looked at it for example. And i am not sure my adopted brother would pick up the statement you have changed.
-----------
Your plan
Better Smart
£xxxx a year inc. VAT
£xx a month
Fixed for 12 months
Thank you for such thoughtful and considered feedback,
I think you’ve raised a really important point and I’m going to make sure this one is passed on to the team behind these communications.
Removing the complexity of the energy industry and making your energy account easier to manage and understand is a vital in our journey to Plan Zero, so getting things right from the very first email we send is key.
As always it’s so nice to see this community providing a space for these discussions - keep up the great valuable contributions! 
*edited by mod* I am £512 in credit and do not agree to the proposed increase of Direct Debit from £195 to £364. I therefore request that my monthly payment is not increased while I am in credit. I fully appreciate the unit price increases that will take place on 01/10/22. Thank you. Richard Lewis.
I posted the above to the OVO online chat this afternoon but have yet to receive a response.
+1- Plan Zero Hero
- 8715 replies
Hi
I’m sorry, but you can’t make this kind of request via the OVO Forum as we cannot access your account from here. Please contact the Support Team if you still want to make this change.
In addition, please refrain from posting personal information on the forum as it will affect your safety. If possible, please consider editing out your account number, otherwise it will be removed by a moderator.
Thank you.
+1- Plan Zero Hero
- 8715 replies
It’s personal information, combine that with a couple of other details and I could easily take over your entire OVO account if I wanted to. Social engineering is pretty powerful after all. However, I don’t use my skills for evil but I still look out for forum members because I want to help you stay safe online.
+1just ask for your credit back and accept the DD increase, which is a “normal” level of increase in today’s crazy world
Ovo increased my DD without any previous mail or notification and I cannot change it back. I am currently in credit and never been in debit with them neither di I envisage I will be in debit at all in the foreseeable future. Why is it possible for you to increase my debit based on what you think I will use and I cannot reduce my DD based on what I think I will use? With this DD increase my account will be in credit over 300 pounds. Then you will still add to the debit the 66 pounds in order to credit my account? What is this? While I understand energy prices are extremely high right now, I believe this is an extremely wicked act. To what end.. to increase you profits!
If this amount is presented, I don't guarantee it will be paid as I am not prepared for it. I wasnt informed
+1- Plan Zero Hero
- 8715 replies
Hi
If you wish to dispute this one, I’d recommend giving the Collections Team a call on 0800 069 9831. They’ll work something out with you.
With that said, the £66 a month is meant to go to your bank account, rather than stay with OVO.
Thank you very much
+1- Plan Zero Hero
- 8715 replies
Keep submitting readings. The calculations will adapt but it can take three months before changes go through, just to avoid it constantly flying all over the place.
Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
I’ve tried to stop my DD being doubled - my kids have just left for university, and there’s only me in the house, and I spend most of my time round my partner’s, so there’s a significant portion of time when there’s minimal energy usage. I have a smart meter and the OVO app, so I can see when there’s been usage, and keep an eye on the bill.
I rang through to the customer service centre to ask for it to not be increased - my usage will go down, and I’m £200 in credit.
After much debating with a very enthusiastic agent on the other end, I was told I had no choice, so I offered to pay monthly, and was then told that if I did that, the smart meter would be removed, and a pre-pay meter installed. I’m happy to pay when the bill arrives, but no, this wasn’t an option.
My argument is that my estimated costs/charges are to ‘allow a zero balance at the end of my contract’ - which doesn’t end for 12 months - but hang on, I was with SSE, then arbitrarily moved to OVO, I don’t remember anything about a new 12 month contract? - I def didn’t sign anything, and I’ve been out of contract with SSE for a significant period of time!. I also argue that there ‘projection’ is base upon this year’s usage, when there’s been a massive charge (120Kw in one day!) on may account back in May as an ‘account adjustment’ when moving from SSE.
So, I’m in a new contract I didn’t agree to, I can’t change my DD amount, even though its proven wrong, and can’t go to monthly manual payments for fear of losing my smart meters!
Is all this correct????
Yours annoyingly
Phil
+1- Plan Zero Hero
- 8715 replies
Nope. That doesn’t sound right.
The name’s 186, Blastoise186. I’m one of the forum volunteers here.
If you wish to move to Pay On-Demand, simply cancel the DD BUT be warned that you will lose any active fix deal by doing so. It will also cost you around £200 a year more to be on Simpler Energy On-Demand than Simpler Energy Direct Debit. You would however, get to keep the Smart Meters.
It might be worth talking to the Collections Team for now. They can force a 3 month Direct Debit Review Suspension and discuss a more appropriate payment amount with you. The direct number should be 0800 069 9831.
Just spoke with the number you mentioned Blastoise 186 - many thanks for your reply! - Unfortunately, they refuse to put a DD review suspension on my account, and I’ve been given a ‘temporary’ discount down to £209. Its not that I can’t afford it, its that I’m being forced to pay pre-emptively, and they’ve no basis for assuming I can’t - I’m £150 in credit! Damn, I’m so ruddy annoyed… They apparently need six months reading before they’ll agree to reduce the DD anymore - I’m guessing that SSE never provided any historical info then?...
+1- Plan Zero Hero
- 8715 replies
You’re welcome It’s probably the best you can easily get at the moment. But if you’re still not convinced it’s enough, you could try the Complaints Process via https://ovoenergy.com/feedback . You might get some results that way but be prepared to wait as it’s rammed at the moment.
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