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I pay by Direct Debit- why has my 'Energy Bills Support Scheme' payment been added to my OVO account?


When will we get the £67 energy payment? Has anyone got it yet?

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Best answer by Emmanuelle_OVO 5 October 2022, 12:13

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I pay by DD and was expecting it to go into my bank account, instead they have credited my bill. Check your bill and payments area online as yours may have been credited too 

That seems unfair as they have published it going back in our accounts!

Userlevel 1

Mine has been credited to my account too. I’m not happy about this, as this is against the information given 

I've spoken with customer services and they basically said it goes on your ovo account as that's what it's for. I stated that the government advises you can spend it on what you like and need. She then said she will refund it to my account but will take up to 10 days. 

They have clearly messed up with this as it clearly states it will be paid back into your bank account once DD has cleared. Looks like I'll be requesting it each month 🙄

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That’s awful?! How can they do that! The government even states if you pay by direct debit it will be refunded to you or taken off your Existing DD amount. They want in our credit to gain interest out of it. Looks like I’ll be calling them also. That’s also not what their website information states

Userlevel 1

I was credited £26.31 yesterday (now £18.91). How does this translate to £66?

 

Userlevel 5

Hi @jennykennedy7,

 

Please see my response below *copied from another thread*

 

Sorry for any confusion caused.

 

I’ve just got clarity from our Team that are dealing with this, they’ve confirmed this is intentional for the credit to be paid into the OVO account and then withdrawn.

 

From our Energy Bills Support Scheme (EBSS) experts; “We credit the customer's energy account and then trigger the refund.”

 

If you pay by direct debit and have seen the credit go to your OVO account, this payment will be transferred into your bank account. 

 

The payment will be made 3-5 working days after the direct debit has cleared. This will happen automatically and you don’t need to do anything. 

 

All customers who pay this way will receive their refund into their bank accounts within 3-5 days of their direct debit date. For example, if your direct debit is the 15th of the month, it’ll be 3-5 days after this. 

 

For anyone that pays on demand, their payment will be made directly to their OVO account. 

 

Hope this helps. 

This company is shocking! Cannot get anything right. I will ring up now as so fed up, another hour of my life wasted. I have been told so many times it will be refunded to my account and now they have taken what is my rebate.

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Given the months that the suppliers have had to prepare for the implementation of this discount, the way it's been communicated to customers is shockingly inept.

I was on the web chat and was told the money would come off my arrears! So I rang up after an 18 min wait to be told the opposite and that the company have not even had the rebate from the government as yet? Baffled. I am also paying a higher direct debit based on an estimate because I was forced to go with Ovo after SSE went bankrupt, so I am being penalised for that? My last 4 bills have been around £100 now they think it will be 240?? Each time I ring up, I am being told to change my dd and I swear they make the figures up on the spot!!! I feel like I am going stir crazy with all the conflicting information. If my dd was lowered with the £67 taken off I’d understand but no I still have to pay the higher amount and they get my rebate???

 

I was in credit on my account by £108 yesterday after paying my dd of £152 a month, now I have a bill in from ovo today with a charge of £0.79 and a deduction of £66 which says refund, I am now only £42 in credit which I can’t understand can anyone help? 

I have seen on my account that the Government energy payment was applied and has now been taken back!! Anyone else had this or know why? TIA

My ‘monthly’ bill for this month was £56.?? Which was deducted from my credit as of yesterday,  today I see that I have been credited my ‘monthly’ bill and they have taken the full £66.00 grant from the government!!  So to my mind Ovo have currently taken £10.00 they were not entitled to, can someone please explain??

 

thanks 

Mine shows as a credit and then a debit, but it clearly shows refunded to me. 

I’m wondering whether it was credited into OVO account then has been refunded to bank account which will probably take a few days to show up. Mine is the same by the way.

Userlevel 2

My ‘monthly’ bill for this month was £56.?? Which was deducted from my credit as of yesterday,  today I see that I have been credited my ‘monthly’ bill and they have taken the full £66.00 grant from the government!!  So to my mind Ovo have currently taken £10.00 they were not entitled to, can someone please explain??

 

thanks 

 

There is I believe an error, within the last 24 hours my Monthly Statement has been automatically amended and it is still wrong.

 

Seems that the £66 rebate and cost cap are the culprits and is messing up whatever Accounting Software they are utilising.

 

Yes another bad situation from OVO, I actually miss SSE !!

Userlevel 7
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Hi @Wallsie ,

Do you see a line on your online account that says anything like this?

If so, you’ve got this months EBSS credit! That’ll be why you have an automatic refund as well.

Mine is the same, my DD went in taking my account to £138 credit yesterday.

I have then been refunded £66 for the EBSS credit, however they have taken it from my credit in my account and not actually increased my account by £66.

Meaning they are just refunding me my own money/credit

I have just looked at my breakdown and it does add up. Was the £108 including your £66 credit from the scheme. 
I have to say it’s not particularly clear on quick view that you have had £66 credited and even on the breakdown it shows as a minus but if you go into see details and start with your opening balance and do the sums it does work out. 

Userlevel 7
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Mine is the same, my DD went in taking my account to £138 credit yesterday.

I have then been refunded £66 for the EBSS credit, however they have taken it from my credit in my account and not actually increased my account by £66.

Meaning they are just refunding me my own money/credit

That was the plan all along based on what the government decided. If you’d rather use the £66 towards your energy bills, feel free to pay it back in manually.

So they’ve just been refunded the £66 as im

in credit? 

Userlevel 7
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Not quite. The EBSS money has been refunded. The rest of your credit balance has been left in your account.

Not quite. The EBSS money has been refunded. The rest of your credit balance has been left in your account.

Ah so if I’m in debt on my balance the ebss money goes towards any debt? But if im

in credit it doesn’t? 

Userlevel 7
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I believe that’s the case - certainly if you’re in credit!

Ahhh, it isn't very clear but they take it off your charges, so it looks like your charges are less.

It is done correctly though, just needs a better layout/explanation 

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