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 04/11/24 by Abby_OVO
How do Direct Debits work?
A Direct Debit is an automatic monthly payment set up with your bank or building society. It means you can choose which day you want the payment to go out each month, and your bank will sort the rest.
Once a Direct Debit is set up, you don’t need to do anything else.
It’s often the best way to make regular payments, such as your energy bill.
Why paying by Direct Debit is the best way to pay
Direct Debit is usually the best way to pay bills because:
-
you get a cheaper rate if you’re on our variable Simpler Energy plan
-
you don’t have to think about it – it’s all done automatically each month
-
you don’t need to worry about forgetting or missing a payment
-
it can help you budget as you know how much is going out of your account each month and when
-
it spreads your energy costs evenly
My Direct Debit has changed recently. Will it change again because of the price cap?
Yes, it could change – but it depends. Your Direct Debit will be based on your new prices, as well as the energy your home has used over the past year. If the Direct Debit looks too high or too low, we'll let you know and it might be changed automatically.
This is to make sure you don’t build up unexpected debt by 31 March 2026. We always want to avoid that happening to you.
How does OVO work out my monthly Direct Debit?
To work out your monthly Direct Debit amount, we:
-
look at your energy use so far and estimate how much you’re likely to use by 31 March 2026. This includes any costs, such as standing charges and add-ons
-
take away your current balance, factoring in any credit or debt
-
divide the result by the number of payments left until 31 March 2026, which gives us your monthly amount
We aim to bring your balance to £0 by 31 March 2026. This way, you won't owe us anything, and we won't owe you anything, making it easier to manage your energy costs.
We regularly check your Direct Debit to make sure your balance is on track.
Why is my Direct Debit increasing when my balance is in credit?
This could be down to a few reasons. Sometimes, even if your balance is in credit, your monthly payments still need to go up.
Usually, this happens if it looks like your balance is going to drop below £0 by 31 March 2026. We want you to avoid building up any unexpected debt – we never want that to happen to you. So we work out if that’s likely by predicting how much energy your home will use, then checking if your payments will cover it.
It’s also useful for your balance to be in credit. It can act like a pot of money to cover those times when your energy use might be higher. For example, you’re likely to build up credit in the summer months when energy use is lower. But you might need to use this credit in the winter months when it’s colder and darker – and your energy use is usually much higher.
We regularly check your Direct Debit to make sure you’re paying the right amount.
You can check your current Direct Debit amount and adjust this if needed on the ‘Payments’ page of your online account or OVO app (download for Android or iOS) -
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?
There is help available if you’re struggling to pay your energy bills – both from us here at OVO Energy and from government schemes and charities as well.
There are many ways we can help – such as setting up a payment plan for you, which spreads the cost of your energy to make it more manageable. If you want to find out about payment plans, you can request one online here – we’ll take you through what you need to do, and ask you for some details.
Our dedicated team is also specially trained to support you. They can make sure you’re receiving any financial assistance from the government that you’re eligible for, and take you through payment support schemes that are available.
You can find out more about these schemes and where to seek free, independent advice right here.
Jeffus wrote:
m1962 wrote:
juliamc wrote:
For starters have a look at this thread and cast a vote:
The OVO number 0330 303 5063 is the price of a local number or included in mobile minutes. Not sure what 0800 number you’re using but I understand the OVO call centres are in the UK
Thanks, but the 0330 number when I called it is specifically for vulnerable and elderly customers and I’m in neither group. Casting a vote is pointless - we are dealing with deeply entrenched markets and company ethos and no amount of voting will change anything. The whole system is broken and not in the least customer-focused. I am appalled at how bad tings have become. Bring back nationalised energy supply.
Are you on a fixed rate tariff?
No, that ended in March and we are on star variable now
Just had a lovely Xmas pressie from OVO!
Had an email 10 days ago stating they wanted to put my DD up, so I rang in the same day and they added it to the exceptions list and I was assured that it would not be increased.
Sure enough, 10 days later they have increased it! Just in time for Christmas and with their call centres closed today there’s no way I can call them up to thank them.
Then I realised, The Grinch is green!
OVO’s logo and colour scheme are green!
Are they one and the same?
Come on, answers please!
In all seriousness, I should have known better than to expect anything else after a number of issues I have had with them this year that eventually culminated in a slap on the wrist (for OVO) from the Ombudsman.
Oh well, DD cancelled until I can get hold of them and reinstate it at the previous level. Yes, I do know what I am likely to use over the next twelve months and it is a lot less than OVO think!
However, I would like to wish all the poor frontline customer service agents and all other OVO customers a very merry christmas and a happy new year. The call centre staff need all the support they can get having to put up with customers seriosuly riled by their employer.
I know I’m not the only one. I don’t really have an issue with the customer service agents apart from the one who promised me she would put a block on these repeat threats to raise my DD and didn’t, but I do have an issue with the fact that they don’t want to treat me as an adult who can look after his own finances and insist my energy consumption is going to be 3x higher than it actually is.
This is a scandal that needs govt intervention. The Daily Telegraph have apparently conducted an investigation revealing (as if nobody knew already) that energy companies acrosss the board are sitting on over £2 billion of customers money in this way.
m1962 wrote:
I know I’m not the only one. I don’t really have an issue with the customer service agents apart from the one who promised me she would put a block on these repeat threats to raise my DD and didn’t, but I do have an issue with the fact that they don’t want to treat me as an adult who can look after his own finances and insist my energy consumption is going to be 3x higher than it actually is.
This is a scandal that needs govt intervention. The Daily Telegraph have apparently conducted an investigation revealing (as if nobody knew already) that energy companies acrosss the board are sitting on over £2 billion of customers money in this way.
And should they go bust that money is not ring-fenced!
Here is a copy, with personal detail removed of a complaint I have sent to OVO, I would appreciate other thought on this, as I find, and have proof, that the OVO direct debit calculator is woefully poor and leads to excessive direct debits in some cases. My next step if the OVO response is unsatisfactory (or I don’t get one) is the energy ombudsman.
Hello
This morning, once again I get an email notice of increasing direct debit. This was discussed with 'Jason' on 29/12/22 where we agreed to leave the payments at £176.
May balance with OVO has increased each month over the last year from ~£119 in Jan 22 to ~£446 in Dec and presently continues to rise.
I am not given the option to reduce my DD to bring the balance down apart from a 'freeze' if I am struggling to pay. Paying is not the issue here, the problem is your DD calculator is so poor that it is beyond a joke, this is what tries to continuously drive the DD up. It leaves me with little option but to cancel and restart the DD at a more accurate level.
For the record, NO i do not want to maintain 3 months payments in my account on your recommendation, providing there is sufficient to cover the next bill that it as much as you require, if I am not in debt, you have no legal problem with my account. I fail to see why, with smart metering, you need to 'assume' what I need to pay 12 months in advance, it is simply NOT NEEDED. A 1 month balance say 50% higher than the previous month is more than sufficient.
The OVO direct debit calculator:
29/11/22 DD calc for December ~+£228
1/12/22 DD calc for December ~+£57
At the end of December my actual balance was +£446.72
The DD calc estimate for Jan is ~+£143
This is leading to woefully inaccurate estimations of the DD level.
My estimate is the account will be greater than £400 in credit by end January
I am putting back into the account the government £66/67 ( which is intended to support these bills) but even without that the calculator is way off.
To my thinking you also need to set a fixed 12 month period to aim for zero balance, then restart with a new 12 month period as the rolling way it is done currently leads to poor accuracy.
To conclude, please sort out your direct debit calculator and stop chasing me for excessive direct debit amounts.
Posted this in the wrong section, a copy of an email I have sent to OVO about the DD calculator, could others give thoughts on the OVO DD calculator please:
Hello
This morning, once again I get an email notice of increasing direct debit. This was discussed with 'Jason' on 29/12/22 where we agreed to leave the payments at £176.
May balance with OVO has increased each month over the last year from ~£119 in Jan 22 to ~£446 in Dec and presently continues to rise.
I am not given the option to reduce my DD to bring the balance down apart from a 'freeze' if I am struggling to pay. Paying is not the issue here, the problem is your DD calculator is so poor that it is beyond a joke, this is what tries to continuously drive the DD up. It leaves me with little option but to cancel and restart the DD at a more accurate level.
For the record, NO i do not want to maintain 3 months payments in my account on your recommendation, providing there is sufficient to cover the next bill that it as much as you require, if I am not in debt, you have no legal problem with my account. I fail to see why, with smart metering, you need to 'assume' what I need to pay 12 months in advance, it is simply NOT NEEDED. A 1 month balance say 50% higher than the previous month is more than sufficient.
The OVO direct debit calculator:
29/11/22 DD calc for December ~+£228
1/12/22 DD calc for December ~+£57
At the end of December my actual balance was +£446.72
The DD calc estimate for Jan is ~+£143
This is leading to woefully inaccurate estimations of the DD level.
My estimate is the account will be greater than £400 in credit by end January
I am putting back into the account the government £66/67 ( which is intended to support these bills) but even without that the calculator is way off.
To my thinking you also need to set a fixed 12 month period to aim for zero balance, then restart with a new 12 month period as the rolling way it is done currently leads to poor accuracy.
To conclude, please sort out your direct debit calculator and stop chasing me for excessive direct debit amounts.
+3- Carbon Catcher***
Energy prices are going up again in April by about another 20% so any buildup of credit won’t last long after that.
- Plan Zero Hero
Your images didn’t make it, I’m afraid. I find it simplest to (a) use a PC rather than a mobile device, and (b) open an image in my favourite image viewing/editing program (I use MS Paint), copy it and paste it into the forum editor box.
The DD calculator is a pretty unsophisticated animal. It uses only one variable: an estimation of your usage for the next twelve months. This isn’t particularly accurate, and it may involve guesswork unless a year’s consumption data are available. It’s then used together with the rates on your current plan to estimate the total cost for the next year. The resultant figure, less any credit balance, divided by 12 is the recommended monthly DD. It doesn’t factor in any future increases in rates (e.g. the 20% increase the average household can expect on 1 April 2023). You can adjust the number to give a different balance a year hence, e.g. two or three months’ worth of consumption.
If you have another go at posting your images, we may have more explanations/suggestions.
Firedog
Thanks for responding. The screenshots are showing up on my computer, mobile and tablet OK, and on my neighbours so don’t know whats happening there. I’m just going to post another puzzler about the DD calculator, watch for that one please.
- Plan Zero Hero
The screenshots are apparently stored in your Gmail account - I’m not sure how you go about that. It means, though, that users like me won’t have the necessary permission to view them. As I suggested, open the images in an image viewer/editor and copy from there into your post.
I’ll have a look at your other post.
I am nearly £300 in credit & want my dad to stay the same, I was refused and said I can only do it if I have a smart meter, I felt this was threatening & coercive can I do a standing order
+3- Carbon Catcher***
You can change to pay monthly - not with a standing order arrangement, you have to pay the full amount of the bill each month - but this will mean you are charged at a higher rate.
+2- Plan Zero Hero
Hi
I don't work for OVO, i am just a customer like you but regularly post from time to time.
I wouldn't recommend switching from direct debit as OVO charge higher unit rates and standing charges if you don't pay by direct debit.
This is common industry practice and Ofgem state how much suppliers can charge non direct debit customers on standard variable rate tariff.
You can call the collections team and ask for your direct debit to be frozen for 3 months. This is a different phone number.
0800 069 9831
Just keep an eye on your bills and credit balance if you do this as unit rates may go up from 1st April as the government starts to withdraw the support it is giving to keep prices low.
Obviously it is up to you, but there are now more suppliers offering some tariff that are only available if you have a smart meter. The majority of households now have smart meters. Feel free to ask if you have queries about smart meters, there is a friendly bunch of customers here who may be able to help.
Hello - I’m a new OVO customer and so far thoroughly disappointed with their level of customer service. I like to be able to talk to my supplier and reach a decision through informed choice, rather than being directed by an algorithm.
so, all I want to do is increase my direct debit, but not by as much as OVO is advising (I have a good credit balance.)
can anyone help with this?
PS how do you find out how much credit interest has been added to your account?
+1- Plan Zero Hero
Hey
So there’s a couple of questions here.
If you’ve only recently joined OVO, I’d actually advise against trying to play with the DD amount for at least the first three months to allow the system to learn and adapt itself to your actual usage. You can still do this if you get desperate or if you really need it done by calling 0330 303 5063 or via https://help.ovoenergy.com but it’s probably best to build up that credit now to weather the storm later.
As for your credit interest, OVO Interest Reward is no longer offered to new members as of roughly September/October 2021. If you do get it, you’ll see it referenced on the home page of MyOVO and in all bills. It’ll also show up in your Billing History in MyOVO and the OVO Energy app with how much was credited during each cycle.
Thanks for your prompt reply!
I was transferred from SSE back in October last year, so have just received our first DD ‘check-in’.
I asked about interest on a credit balance, because it still shows up as a ‘top tip’ on the home pages of the online APP.
so yet another false promise from OVO and sure against the law, as it clearly displays this as a current feature..?
+1- Plan Zero Hero
Not for long! That I can request to get fixed.
Leave that with me, I know the perfect way to put that through.
+1- Plan Zero Hero
This should fix it
There are members such as myself who still get it. Sounds more like an unintended bug that anything else.
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!
1 person likes this
+2- Plan Zero Hero
Arual wrote:
I’ve managed to get my direct debit amended, but not impressed with OVO’s bullying tactics,.
The group of customers on this forum can usually offer some helpful advice to most questions.
Feel free to pop back any time.
1 person likes this
hi I had an email today saying my payments were going from 170 a month to 454 a month there's no way ican afford it spoke online she wasn't really bothered said they could give me a cut off which led tp 404 a month which I still can't afford my bills are never over 250 a month so why should I pay all that I haven't got a smart metre and don't want one I read my metres every month can anybody advise me what to do
+1- Plan Zero Hero
Hi,
We’ve already given you advice on this previously. Please see:
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!
1 person likes this
so now OVO have finally got my smart meter readings sorted out, they reckon that I need to increase my DD from 60 to 81 or I’ll owe them £350+ by the end of my current deal.
I’m on a 3 year fix from December 2021 so my unit price will be the same. Their estimates suggest that between 1st May and 31st October in each year, my bills for the 6 months will be c£480. Last year for the same period, they were £150!! and, if I add todays DD to the credit balance they’re showing, they currently owe me £220.
Useless system IMHO, no wonder some people are getting ridiculous DD hikes
Reply
Log in to the OVO Forum
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.