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Rank 1
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

Show previous replies
S
Newcomer
Saly
Newcomer
February 16, 2023

No I Said I have contacted my local mp and was giving ovo benifit of the doubt but I will be going to the ombudsman.

Jeffus
Rank 20
Jeffus
Rank 20
February 16, 2023

No I Said I have contacted my local mp and was giving ovo benifit of the doubt but I will be going to the ombudsman.

You posted this a month ago, saying you had involved the Ombudsman:

"Could somebody help me I am currently pregnant and have a 3 year old. I need a phone number of ovo biggest manager or complaints person. I have been ringing ovo since I recieved this ridiculous bill on 16th December I am not getting no update or feedback from my case handler. Its utterly appalling I have never jn my life had to deal with people like this. I must have spoken to every person in ovo. I am left still hanging about my bill. I have already put a complaint through to ombudsman. And really going ad far as speaking to the journalists. I need some1 to resolve my bill. My electricity bill per month is usually around 50 pounds If that and u think I used for 1 month 1357 pounds worth of gas are u having me on!! Am I paying for 2 streets!!! I had been with sse for nearly 8 years and no issues and not even 6 moths in with ovo they mess my gas bill up. The customer service in ovo its utterly terrible. I am the 1 who has to keep calling every day and been doing the detective work. When it is supposed to be ovo!!!!!"

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

Jeffus
Rank 20
Jeffus
Rank 20
February 16, 2023

@Saly Have you put in an official complaint to OVO?

https://www.ovoenergy.com/feedback

They have 8 weeks to sort it out or issue a deadlock letter. 

Then you can go to the Energy Ombudsman 

https://www.ombudsman-services.org/sectors/energy

Did you raise a complaint with OVO at any time in the last 9 to 10 weeks? 

"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." 

You need to raise a complaint with OVO before going to the Energy Ombudsman. 

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

    R
    Newcomer
    Raymond Crofto
    Newcomer
    March 16, 2023

    Thing is OVO have a nasty habit of going over the top with the energy direct debit increases.  Jumped from £121 to £165 a month, DESPITE  always being in credit, guess what after the increase STILL always in credit Now just even more so and we have a smart meter so OVO know exactly what is being used   Dreading what they’ll attempt to put it upto next. OVO is 100% renewable energy I believe which is cheaper than the opposite. I also think it’s thoroughly shameful that energy companies increase the tariffs should a customer wish to not pay by direct debit.  Cannot wait for the caps to come back down and it’s bye bye OVO! 

    *Join the queue..didn't get asked to join them either! 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    March 16, 2023

    Thing is OVO have a nasty habit of going over the top with the energy direct debit increases.  Jumped from £121 to £165 a month, DESPITE  always being in credit, guess what after the increase STILL always in credit Now just even more so and we have a smart meter so OVO know exactly what is being used   Dreading what they’ll attempt to put it upto next. OVO is 100% renewable energy I believe which is cheaper than the opposite. I also think it’s thoroughly shameful that energy companies increase the tariffs should a customer wish to not pay by direct debit.  Cannot wait for the caps to come back down and it’s bye bye OVO! 

    *Join the queue..didn't get asked to join them either! 

    Is there anything we can help with @Raymond Crofto 

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