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Angelcat53
Rank 1
August 22, 2022
Solved

What to do if I can't afford the recommended Direct Debit amount?

  • August 22, 2022
  • 25 replies
  • 2103 views

I was an SSE customer for 9 years and had always managed my monthly direct debits succsessfully during that time. I was moved over to OVO automatically and my direct debit of £25.00  was accepted on 10th August, 2022. On the 11th August 2022 I received an email from OVO saying I hadn’t paid enough and saying I must pay £96.00 per month with immediate effect. I did then panic and cancelled the direct debit immediately as all I had in my bank account was just over £100 and OVO would have taken £96, leaving me with £7.00 to last me for food until the 24th of August! This massive 75% increase is not acceptable to me, I simply do not have the funds to pay it!. I am an OAP on State Pension live alone in a small flat. I use very little electricity compared to some users and hiking my direct debit like this is frightening. I have no idea now what to do. Can someone out there please help me? I don’t want to be in debt to OVO but how can I get them to see how badly this affecting me. I have various health issues including heart problems and anxiety, I am worried sick about not being able to cover this massive unreasonable cost. I am willing to work with OVO if they can come up with a reasonable amount to pay. My forecast for the 12 months from March 2022 to March 2023 was £433 with SSE. Please help. AC

Best answer by Tim_OVO

Updated on 17/06/25 by Emmanuelle_OVO:

Hi @Angelcat53 and thank you for flagging this on the forum. We’re here to support you, you’ve come to the right place. 

 

First off, please see information page that we’ve made just for this reason: https://www.ovoenergy.com/payment-support (or click here). This outlines all the financial support you might be entitled to and how to get it. Highly recommended. 

 

We’ve explained how OVO works out a recommend Direct Debit on this page:

 

 

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. 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 408 6615. We’re here Monday to Friday, 9am and 5pm, and 9am to 2pm on Saturday. 

  • Talk to us online at ovoenergy.com/help Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday. 

 

 

If you’re not already on our Priority Services Register, check out more here:  https://www.ovoenergy.com/help/priority-services-register (or click here). 

 

Hope this helps,

Tim

25 replies

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R
Newcomer
ramona9995
Newcomer
December 2, 2022

@ramona9995 We haven’t put the heating on at all so far this winter and our house is pretty cold too. My wife, myself and my youngest son have had coughs and colds for the past couple of weeks but we still have to go to work and school. Two of my children have Autism and global learning difficulties but i’m still not putting the heating on, we can’t afford too. It is what it is!

I really feel for you and the children ,yes it is what it is ,but when my husband is going to work in cold empty houses he is a joiner and does maintenance then coming back and is freezing cold and can’t get warm ,it’s not good for anyone’s health to live like this 

    R
    Newcomer
    ramona9995
    Newcomer
    December 2, 2022

    Hey @ramona9995,

     

    I’m really sorry to hear this,

     

    The wholesale price of fuel has increased significantly in recent times, and understandably it’s a worrying time for our customers.

     

    Luckily, the government have intervened and capped the price for the average user through the Energy Price Guarantee. There is lot of other support available, like @Blastoise186 said you can call our Collections Team who’ll be able to offer financial advice and set up a payment plan that’s affordable to you. 

     

    The government is also giving every household a £400 payment through the Energy Bills Support Scheme. The £400 discount will be spread over a 6 month period, from October 2022 to March 2023. You’ll receive £66 in October and November, and then £67 every month until March. 

     

    The Priority Services Register can offer some free services, it also allows us to inform the DNO if there are any vulnerabilities in the property, so if there was a power cut you’d be prioritized. You mentioned you used a stairlift which qualifies as medical equipment, so I really would urge you to sign up. 

     

    You might also be eligible for the Warm Home Discount payment this year:

     

     

    I’ll get someone from Forum_Support to reach out, so please keep an eye on your Forum private messages.

     

    Hope this helps. 

    I’m already signed up for these services not much use if I can’t use it anyway as it’s too cold to go upstairs ,we are living in our living room basically I don’t qualify for warm home discount as I’m not on qualifying benefits my husband works 

      stead
      Rank 5
      stead
      Rank 5
      December 2, 2022

      We've just had our loft insulted. We had insulation but it seems the last owners did it themselves and it basically didn't do anything. Last week we would wake up freezing, today when temperatures were zero outside and the cars frosted over, upstairs in our home was still fairly comfortable. 

      I'm not sure if there are grants available, but we've gone from very little insulation to 100mm plus 200mm top layer insulation, I'm honestly surprised as the difference its made!  

      Might be worth looking into if it hasn't been done already

       

      M.isterW
      Rank 6
      M.isterW
      Rank 6
      December 2, 2022

      Your electricity bill seems really high given you have gas heating... I assume you have gas heating? Are you able to review what you're using that much electricity on? Or do you have someone who can help you do that? You might be able to get you usage down, which will reduce your bills and allow you to use the heating more.

      1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊
      S
      Newcomer
      Saly
      Newcomer
      February 16, 2023

      Can ovo charge me 2200 for 8 moths what happend to the price cap of 2500 all my experience with ovo has been awful feel like I have been conned with them. Getting to a point were it is actually affecting my mental health. 

      S
      Rank 2
      samsonluk
      Rank 2
      February 16, 2023

      Yes, the price cap just limited the highest amount per each kWh energy company can charge, customers use more still need to pay more.

      S
      Newcomer
      Saly
      Newcomer
      February 16, 2023

      But my average is 103 a month so how is that possible?

      juliamc
      Rank 20
      juliamc
      Rank 20
      February 16, 2023

      @Saly did you get in touch with OVO and request a Read Dispute? You’ve mentioned before that you migrated from SSE and @Emmanuelle_OVO asked Forum Support to contact you. 

      S
      Newcomer
      Saly
      Newcomer
      February 16, 2023

      It's been a on going mess which still isn't sorted in to my 9th or 10 th week thinking of going to ombudsman I have contacted my local mp too. I don't think I am getting anywhere and the exact me to pay so much like I grow money on trees.

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      February 16, 2023

      It's been a on going mess which still isn't sorted in to my 9th or 10 th week thinking of going to ombudsman I have contacted my local mp too. I don't think I am getting anywhere and the exact me to pay so much like I grow money on trees.

      Hi @Saly you said in earlier posts you had already put in a complaint to the Ombudsman

      "I have already put a complaint through to ombudsman" 

      https://forum.ovoenergy.com/switching-suppliers-and-moving-home-144/why-did-i-notice-a-large-jump-in-my-usage-and-account-balance-when-it-was-moved-from-sse-to-ovo-10636?postid=76348#post76348

      Is the Ombudsman dealing with this issue for you?

      I don't work for OVO, I am just a customer like you 

      Show more replies
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