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August 8, 2017
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Why am I being forced to change my Direct Debit?

  • August 8, 2017
  • 107 replies
  • 14177 views

Anyone else being forced to change their direct debit due to 'impending debt'?
Apparently OVO don't think my current direct debit level will cover the final amount owing for the year, so they've already sent me two letters from their Collections Department, talking about 'how much debt' they think I will have if I don't rectify my payment. Bear in mind I haven't missed a payment and have been pretty good at giving monthly readings, so I'm not in 'debt', as they so succinctly put it, they just think I will be, despite the 'shortfall' being quite manageable.
OK, so I acquiesce to this veiled threat from Collections and attempt to increase my direct debit payment. But it turns out I can't choose what that level is, they decide based on what they think I'm going to owe.
This would be great, however their projections for what they think my overall useage will be have been found to be wildly inaccurate.

OVO, I'm a grown-ass man, I think I should be allowed to decide whether I think I need to change my direct debit payment and to which level - or, conversely, receive a bill at the end of the year to cover any shortfall - it should be my choice.

Undoubtedly you will come back and regale us with the usual corporate flannel - 'well we do this to protect the customer form big bills', 'we've only got your best interests at heart', 'some people don't like being surprised by a big bill at the end of the year'.

I've got to say, I switched from British Gas for a similar reason (and received a massive payment at the end for their continued incompetence regarding estimated bills), but my experience thus far has not been much better, which is a damning endictment given the corporate ineptitude that British Gas display daily.

As an aside, the app is still rubbish. You've been trying to fix the thing for months now, to no avail. Maybe funnel some resources in to interface management as opposed to haranguing customers for mythical debt.

    Best answer by Lucy_OVO

    Updated on 10/06/25 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.

     

    How do 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.

     

    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.

     

     

    Check out our Direct Debit “check in” process here.

     

    We’ve got lots of handy topics all about Direct Debits so check those out too:

     

    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. 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.

     

    107 replies

    Show previous replies
    F
    Newcomer
    Fedupcustoner
    February 1, 2023

    Why on earth does OVO employ people who simply couldn’t care less, 

    I was made to go on to OVO after SSE went and suddenly I’ve got one account not two, having two was much easier to navigate, but now I haven’t used my gas in 10 months and still being charged the stupid daily charge and DD went up from £85 to £223 a month, 

    now I’m trying to get them to take of the gas amount and set up a payment plan of what I can afford and continue £85 a month for my electricity, but being told the amount of £170 + would be acceptable, not for me it isn’t, I’m on the priority list and registered as vulnerable due to health conditions, not one bit of help offered apart from contact a dept charity, not even offered the free electric throw over

    yet on the OVO app it tells you that you can change the amount and dates of payments…. Wrong as it wouldn’t let me change a thing, lets wait and see if I get a response from my complaint 

    very annoyed customer 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    February 1, 2023

    Hi @Fedupcustoner

    I don't work for OVO, am just a customer like you. A few of us post on a regular basis.

    Did you try phoning the OVO Collections Team as they can do more in these situations usually in terms of payment plans. 

    0800 0699 831

    Of course you may have already tried that. 

    F
    Newcomer
    Fedupcustoner
    February 1, 2023

    Thanks, I haven’t tried that yet just waiting upto 48 hours now for a call back as I escalated it to complaint dept, only been trying to get this sorted since April 2022 , 

    thanks again for the advice 👍

    R
    Newcomer
    Roy Solomon
    Newcomer
    February 13, 2023

    I received an auto email saying my direct debit was increasing, despite me being over £300 in credit. I telephone the helpline & eventually spoke to an advisor who said that the DD would not need to increase due to the amount of credit on the account.

    Despite this, I have received a notification this morning saying the direct debit will increase - this is appalling customer service. Has anyone had similar issues and have been able to resolve them without spending hours on the phone ?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    February 13, 2023

    Hi @Roy Solomon ,

    You’ll want the Collections Team for this one. 0800 069 9831. They can freeze your DD at any amount and lock it for three months.

    But please think carefully before doing so, as we’re about to hit another price increase fairly soon.

    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!
      B
      Newcomer
      Baldyman
      Newcomer
      February 27, 2023

      For the second time my direct debit has just  increased.  Now ive always been in credit and they say they review direct debits every three months.

        However today only a week after they automatically increased it i get yet another message saying ovo think i will owe them £67 at the end of my yearly term.  And suggest an increase to at least £101..00  if i don’t they will do it automatically. This is not within the 3 months review they say they carry out.  

      is anyone else getting these weekly messages ?  Trying to contact them is a nightmare.

       


       

       

       

       

       

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 27, 2023

      The price cap is about to go up, so it’s quite possible OVO is starting to react and adjust DD amounts to reflect it.

      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!
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      February 27, 2023

      Hi @Baldyman

      Sorry to hear about your query. 

      1. Does it say £101 on this page?

      https://account.ovoenergy.com/payments/direct-debit/change-ddamount

      2.Are you on a fixed or variable rate tariff?

      I don't work for OVO, i am just a customer like you. No one on this forum can access your account. 

      B
      Newcomer
      Baldyman
      Newcomer
      February 27, 2023

      Yes up to £101 per month,  On variable rate. What bugs me is they say we will  review every three months but its now twice in as many weeks.  Getting greedy.

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      February 28, 2023

      Hey @Baldyman,

       

      Sorry to hear this,

       

      The Energy Bills Support Scheme payments stop in March, and the Energy Price Guarantee will be increasing on the 1st of April. If you feel however, that your direct debit review is inaccurate, you can request a three month direct debit review suspension. 

       

      The following topics might be helpful to you:

       

       

      If you don’t already, I’d advise submitting regular meter readings to ensure your estimated annual consumption and direct debit review is accurate and not based on estimates. 

       

       

      Hope this helps. 

      Renewable Energy? Big Fan.
      Show more replies
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