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.
Why am I being forced to change my Direct Debit?
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:
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You don’t have to remember to make payments each month – it’s all done automatically
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You’ll get a cheaper rate if you’re on our variable Simpler Energy tariff
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You’ll pay the same every month for your energy, which can help with budgeting
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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.
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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.
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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:
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Sign up to our online tool at ovoenergy.com/payment-support and we can find the best plan for you.
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Call us on 0800 408 6615. We’re here Monday to Friday, 9am and 5pm, and 9am to 2pm on Saturday.
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Talk to us online at ovoenergy.com/help Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday.
Hi Ben
Below are my last bills these include the discounts i am getting for Charge anytime. I do understand that OVO are doubling the discounted rate for charging my EV but the extra seems very excessive. I only charge the EV twice a month.
+4
I appreciate this isn’t ideal, however the reason is because Charge Anytime credits aren’t guaranteed, so they’re not built into the algorithms. If you could let me know your most recent readings, and also your standing charges, I can do the calculations for you to see what the Direct Debit should be.
+7- Super User
Below are the readings you mentioned.
- Electric 26695 November 2024 31338
Brilliant, thanks so much. I’m sorry I missed this yesterday, but I’ll get down to it just as soon as we’ve resolved this electric conundrum. Both of those figures can’t be right unless the meter is clocking backwards ...
+4
The reads you’ve provided show that the forecasted annual consumption is pretty much bang on accurate.
With your average usage, rates and standing charges, your average monthly cost is approximately £162 per month.
+7- Super User
Sorry it should be 21338
That’s better, thanks!
So:
Electricity annual consumption 26695 - 21338 = 5357 kWh, FAC 5492 kWh. Not far off - nine average days’ worth, so probably within any error introduced by the difference in reading dates.
Gas annual consumption 3827 - 3276 = 551 m³ ≈ 6116 kWh, FAC 6926 kWh. The FAC is a bit high, but gas consumption is usually much higher in the winter if it’s used for heating, so the difference may not be so significant.
With the figures you’ve provided, we can work out the basic required DD:
This is the situation as it would have been on 1 April, with a whole year’s usage ahead of the 31 March 2026 end-date. Because there are now only four DDs left of that year, the ‘credit for one month’s costs’ weighs more heavily. I’m afraid I can’t simulate your current situation, because I don’t know how OVO apportion usage to months for gas.
The DD takes no account of earlier bills, but the recommendation shown by the DD Calculator does factor in the current balance, so Charge Anytime credits will eventually make themselves felt with a month or two’s lag.
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