Skip to main content
P
Rank 1
paulandrewjones
Rank 1
May 23, 2025
Solved

Building up large credit amount due to charge anytime credit not being included into direct debit

  • May 23, 2025
  • 75 replies
  • 1224 views

Hi I am constantly building up a large credit balance due to what seems to be a fault in the way the direct debit charge is calculated automatically.

Here is where the problem seems to be:

I am charged £172 a month

If you average the bill over the last 12 months it works out at £174 a month Excluding Charge anytime credit

The average Charge Anytime credit over the last 12 months is £28 a month meaning the average monthly bill is actually only £146 a month meaning a £28 a month direct debit overpayment which builds up a large credit quickly especially in the summer months.

 

I have tried taking refunds and adjusting the monthly direct debit amount but all that happens is the system adjusts the direct debit amount back up as it performs the wrong calculation again and think i’m under paying.

 

I cant be the only person with charge anytime seeing this issue, does anyone else see this or found a way to fix it.

 

Thanks

 

Paul

Best answer by Emmanuelle_OVO

Updated on 29/08/25 by Emmanuelle_OVO

Hey ​@paulandrewjones,

Following on from what Nukecad has said, I asked the team for feedback on this:

Charge Anytime credits can't be factored into our Direct Debit estimations - they're on separate systems. This affects a lot of customers but there's nothing we can do due to current technical limitations. We appreciate it's an inconvenience, but is outweighed by the savings made to ensure charging, and customers can always request a credit refund if the credit is building up.


The meter records all usage, and there’s no way to separate out what’s being used when, so the meter just clocks all usage and factors this alone into the Future Annual Consumption used to calculate Direct Debits.

 

 

I appreciate it’s less than convenient, my advice would be in the meantime, to get the surplus credit refunded.

 


I hope this advice has helped clarify. Let me know if you have any other questions 😊

75 replies

Show previous replies
TomThumb
Rank 6
TomThumb
Rank 6
July 13, 2026

Been searching the forums but drawn a blank.

 

 Can anyone confirm if ovo’s estimated annual consumption figures make any concessions / adjustments for Charge Anytime usage.

 

 I’m sure I’ve seen somewhere that ovo’s predicted usage kWh includes a combined total for household & EV charging? just need confirmation before I pull the trigger on another fixed deal.

 

TIA 

Tom…

 

3 meters: Smart Gas & Smart Elec / Traditional Gas meter
Firedog
Super User
FiredogSuper User
Super User
July 13, 2026

Can anyone confirm if ovo’s estimated annual consumption figures make any concessions / adjustments for Charge Anytime usage.
  

I doubt it. The last we heard (I think) was of a customer who relied on Charge Anytime. She was being required to increase her DD to an unaffordable level, because the basis for calculating the amount ignored her regular CA discount. An equitable (for her) solution was eventually found, but because it fell outside the norms for an OVO account, the details were removed from the forum. 

We also heard of another customer in a similar situation; again, the automated system wasn’t working for him, so he complained and OVO eventually found a solution he could live with.     

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    TomThumb
    Rank 6
    TomThumb
    Rank 6
    July 14, 2026

    Can anyone confirm if ovo’s estimated annual consumption figures make any concessions / adjustments for Charge Anytime usage.
      

    I doubt it. The last we heard (I think) was of a customer who relied on Charge Anytime. She was being required to increase her DD to an unaffordable level, because the basis for calculating the amount ignored her regular CA discount. An equitable (for her) solution was eventually found, but because it fell outside the norms for an OVO account, the details were removed from the forum. 

    We also heard of another customer in a similar situation; again, the automated system wasn’t working for him, so he complained and OVO eventually found a solution he could live with.     

     

    Thanks ​@Firedog no wonder I couldn’t drop on anything definitive on the subject.


     Following the July price cap increase & the subsequent £88 increase to my DD, I needed to run some more detailed figures with the draw from the BEV.

     

    Cheers 

    Tom…

     

     

     

     

     

     

    3 meters: Smart Gas & Smart Elec / Traditional Gas meter
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    July 14, 2026

    Hey ​@TomThumb 

     

    I’m glad to see Firedog has already stopped by with some helpful advice on this one. 

     

    All usage that goes through the meter, be it home appliances or charger charging an EV is calculated as one usage. There’s no way to separate out what’s being used at any given time. So as Firedog mentioned, this isn’t excluded or adjusted for.

    Currently Playing: She's Electric
    TomThumb
    Rank 6
    TomThumb
    Rank 6
    July 14, 2026

    Cheers ​@Abby_OVO  I thought the estimated usage had been a combined total, but I could not find a definitive answer online anywhere.


    Now to double check my figures.

     

    Tom…

    3 meters: Smart Gas & Smart Elec / Traditional Gas meter
      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd