Why am I being forced to change my Direct Debit?

I’ve been with OVO a few years now and am £450 in credit, despite this they have increased my Direct Debit. I’ve tried to get it reduced but they’re only willing to reduce it by 15% unless I speak to the collections department (I’m not struggling to pay the bill).

Very frustrating. I’m not sure why I’m being treated like a pre-payment customer and I can’t just pay for what I use?

Ooh, @Sunelectric if you’ve been with OVO some years you’ll get interest on your credit balance (of up to £1000), not massive but more than you’ll get in a bank.

Hey @Ringo Cheung,

Welcome to the OVO Online Community.

If you’re on the variable tariff, your rates would have increased significantly in April and again in October. So your direct debit would be adjusted based on the increased rates.

At this point in the year, if you pay by direct debit we’d expect your account balance to be in credit. This is because the direct debit is an average for throughout the year. So your additional credit you build up over the summer months will pay for your extra consumption over winter. 

If you log into your Online Account, you’ll be able to see the exact formula which works out your direct debit. We have a great tutorial on this topic:

We have a live billing system so whenever you submit a read or we get a reading from your smart meter your account balance will update accordingly. If you haven’t submitted a read for a while, I'd advise doing so or your account balance will be based on estimates. 

If you’d rather pay higher bills in winter and have a refund of your credit you can do so if you’re on the Simpler Variable Tariff. But if you are on a fixed plan you pay monthly in advance so you’d need to keep one months direct debit in the account as credit. Here is a helpful guide on how to do so:

Hope this helps.

Hey @Sunelectric,

Sorry for the issues you’re having. 

If you’re on the Simpler Variable tariff, the direct debit is worked out over the year so it may be due to the significant price increase in April and again in October. We are also about to enter the winter period. The direct debit review tool on the Online Account will tell you exactly how your direct debit is calculated:

You can contact the Collections Team and ask for your direct debit to be put on hold for the next 3 months, meaning they won’t review or increase it for that period. You can opt to go onto the Simpler Variable on demand, with this plan you can pay on receipt of the bill but it’s more expensive. You also have the option of getting a refund. We have a great guide about this topic here:

Hope this helps. 

Iv only been with Ovo since being moved from SSE and there a nightmare! You cant speak to a human unless your willing to wait 191 in a queue!  I live alone I'm disabled and on UC and today they raised my Direct Debit to£175  that could put me in arrears! So had no alternative had to cancel direct debit they say they want to help how is that helping me!

@Lesley57 

I’d advise not to cancel your direct debit - it will increase your prices approximately 8.6%.

Better to use the Direct Debit guarantee to reclaim any incorrect debits - contact you bank to instantly reverse any unjustified debits.

However, prices this winter will be double those of last winter and that has to be reflected in billing and Direct Debits.  The issue then comes down to whether your Direct Debit has been correctly computed.  Your disability and Universal credit status might be factored in by OVO, although I doubt it.  Is the forecast of your consumption correct, and are the prices used correct?

I would rather hold on to my money and save up enough for payments than let them hold on to it

You may want to talk to the job centre and OVO about Fuel Direct as well. It’ll likely help you out.

Hey @Lesley57,

Sorry about the issues you’ve had.

It’s a really stressful time and I’m sorry to hear of your concerns. I’d advise contacting our Collections Team if the direct debit is too high.

Have you heard of OVO’s Customer Support Package? 

I’d also advise getting added to the Priority Services Register if you aren’t already.

@meldrewreborn has made some good points here, it is more expensive to pay on receipt of the bill. Unfortunately prices have increased significantly since last winter. 

Hope this helps. 

Hi,

I'm feeling very stressed as, having only increased my direct debit yesterday, there is what looks like a generic note on my online account info to say that this increase does not look like it will cover their projections (which have already HALVED on a couple of months ago!) and a further minimum of £40 is required on an account which was and is in credit! They seem to be implying that unless I do this, it will be done automatically. This is all truly very intimidating.

As a pensioner, living with the chronic condition of M.E. which requires a constant, not high, temperature, so that my precious energy is not lost by adjusting to fluctuating temperatures, I'm afraid I find this approach unacceptable. Stress exacerbates my condition also and this is proving extremely stressful. Frankly, I feel bullied. Surely this is not how OVO want their loyal customers, indeed any customers, to feel? 

Any suggestions?

Thanks! 🙏