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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
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    February 28, 2023

    Sounds strange you have been asked twice in 3 months @Baldyman but as we can't access your account it is not possible to give much personal advice. 

    @Emmanuelle_OVO mentioned the Energy Bill Support Scheme but as a direct debit customer that should have simply been paid into and out of your account and not impacted your DD.

    The Energy Price Guarantee is due to go up on 1st April unless the government changes their mind. But OVO don't yet know the new unit rates and standing charges and these haven't been communicated to customers so that shouldn't have impacted any calculator or any emails being sent more than every 3 months. You will be emailed once OVO know any new rates for 1st April. 

    You can call OVO collections and ask for your DD to be frozen for 3 months. They have done that for several customers. It is a different number

    0800 0699 831

    Once the 3 months is up you can ask for another 3 month freeze. 

     

     

     

    C
    Newcomer
    Clairesellars1
    Newcomer
    March 1, 2023

    Forcibly switched from SSE last year to OVO. Have been told my DD will increase by 33%, as they predict I will be in debt by the end of my fixed tariff in 2024. 

    Yes I have a small debt now (it's winter) but this will level out in summer, as a use very little, and have solar panels. 

    After 2 hours on chatbots, and being passed from dept to dept yesterday I was told that 'your with OVO now and this is how we operate.'

    I was finally told (I think as the phone line and diction were very poor). When you use less in the summer we'll lower your DD. I thought the whole point was to level out your payments, so that you pay the same each month. Overpaying in summer, to compensate for underpaying in winter.

    OVO really need to address their customer service they are the Pontins of energy companies.

     

     

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    March 1, 2023

    You should be able to freeze you dd if you contact the collections team 0800 408 6699.

    That might give your usage chance to show how much you’re really using

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      March 1, 2023

      @Clairesellars1

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

      I assume you have working smart meters with 30min readings if you have solar panels, but i may be jumping to assumptions. This should help with the OVO calculations for direct debits. 

      On this page on the website not the app you will see Future Annual Consumption.

      https://account.ovoenergy.com/plan

      This is what OVO use to calculate your DD. Have a look to see if it looks reasonable. 

        C
        Newcomer
        Clairesellars1
        Newcomer
        March 1, 2023

        Hi thanks Jeffus but the link just showed my tariff.

        I kind of know my consumption anyway, as its pretty similar every year. In fact less this year as like most people I haven't put the heating on so much.

        I know I'm on to a losing battle anyway as there is no oneat OVO who you can talk to it's all computer says no.

        Such a shame because SSE were so easy to deal with.

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        March 1, 2023

        Hi thanks Jeffus but the link just showed my tariff.

        I kind of know my consumption anyway, as its pretty similar every year. In fact less this year as like most people I haven't put the heating on so much.

        I know I'm on to a losing battle anyway as there is no oneat OVO who you can talk to it's all computer says no.

        Such a shame because SSE were so easy to deal with.

        When I first joined @Clairesellars1 it took a few months to show (and prove) what I was using. I got my payments frozen while this happened and haven’t had a problem since. 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 1, 2023

        Hi thanks Jeffus but the link just showed my tariff.

        I kind of know my consumption anyway, as its pretty similar every year. In fact less this year as like most people I haven't put the heating on so much.

        I know I'm on to a losing battle anyway as there is no oneat OVO who you can talk to it's all computer says no.

        Such a shame because SSE were so easy to deal with.

        Did you look on the website?

        It isn't on the app unfortunately which catches a lot of people out.

        This number is automatically updated as OVO see how much energy you use in a year.  It won't be exactly the same as your energy use over the last year. It is calculated over a longer period. 

        Be worth seeing how this compares to what you actually use given you have solar. 

        This is what is used to calculate DDs

        I often wonder how well the DD calculator copes with solar pv

        https://account.ovoenergy.com/payments/direct-debit/calculator

        Does it make a reasonable guess at the split between summer and winter on this page for you? 

          J
          Newcomer
          Jocoll75
          Newcomer
          March 5, 2023

          Hi, I have just got the normal we are increasing your DD email, I online chatted with them and they agreed for it to be reduced (I received an email to confirm) but now have received another email to say as you haven’t been in contact since our last we are now putting it up!

           

          This happened the last time it went up too, so very frustrating!  I left it that time but need to get it sorted this time

           

          Anyone actually successfully got it reduced?!  Is it worth waiting on the phone in the morning?

          Thanks

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          March 5, 2023

          Hi,

          You can ask the Collections Team to do this via 0800 069 9831.

          However, please ONLY do this if you absolutely need to. Locking your DD for three months can cause negative effects later, so I only recommend doing this if you desperately need it to not increase.

          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!
          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          March 6, 2023

          Hey @Jocoll75,

           

          Welcome to the OVO Online Community,

           

          It sounds like your direct debit was reduced but your account wasn’t put on a three month direct debit review suspension. You can get this added to your account by calling Collections as advised by community member @Blastoise186.

           

          You can ask the Collections Team to do this via 0800 069 9831.

          However, please ONLY do this if you absolutely need to. Locking your DD for three months can cause negative effects later, so I only recommend doing this if you desperately need it to not increase.

           

          It is worth bearing in mind, the Energy Price Guarantee will be increasing in April, and Energy Bills Support Scheme payments will end this month. For more information about how OVO calculates customer’s direct debits check out this great topics:

           

           

           

          Hope this helps. 

           

          Renewable Energy? Big Fan.
          Show more replies
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