Does the Direct Debit contract calculation take into account any credit on my account?

I’m £871 in credit, Ovo want to increase my DD from £350 to £472 per month. 

I have done a rough calculation and it shows we are unlikely to use all the credit balance up until 1st April next year. 

We have recently reduced our useage by being more careful and are one less person in the house since mid September. 

Just managed to have a conversation on whatsapp with a real human being and I’m now on the exemption from contact list for 3 months.  No more hassle to increase for the next 3 months.  Worth a try if anyone is struggling to see the justification for the increases. 

Do keep sending in meter readings (unless you have a smart meter of course) especially if you’ve made changes to your usual use pattern, then the OVO system won’t estimate.

The reply from OVO is unbelievable. Basically saying that they are ignoring the Govt Price cap - which is there to benefit everyone - and their promise on their web page/app that they’d apply the cap to all accounts and no need to contact them is incorrect.

I don’t think that have a strategy or a process at all and are reliant on customers contacting them.

I now need to call them as they closed the WhatsApp after I didn’t reply after 5 mins. 
 

“I can do this for you how much would you like refunding, also in regard to your tariff because you had agreed a fixed tariff before the price cap this is why the prices are higher, we can cancel your fixed tariff and put you onto the variable tariff if you would prefer”

You said previously that your smart meter showed a rate of 54p. Is that the rate you see on your Plan viewed on your online account? If it is you will be moved to the Government rate automatically. You don’t need to contact OVO, just wait. There are thousands of customers and they can’t all be done at the same time !!! 

@smillar 

Under the EPG your fixed electricity price should come down by 17p (17.85p VAT incl) to a lower figure.  That is law.  The average (but who is average) price under the EPG is 34p per unit but it is regional and ranges between 33p and 36p (all pre VAT).  OVO will probably make arrangements to take your unit price down to the EPG floor (same as the variable rate unit prices) but standing charges are not covered by the EPG and whether they are retained or changed seems up for grabs.

What region are you in.?  Your advisor gave you duff information and I would make a formal complaint.  They can listen back on the call and apologise. Meanwhile @juliamc ‘s advice is spot on.