OVO have sent an email about my Direct Debit - Why are you increasing my monthly payment when I’m already in credit?

I have this morning received an E-mail from OVO telling me I must increase my direct debit to cover increasing costs, but they haven't told me what these are!!!!

They further tell me if I don't increase it they will just take more anyway, is this legal, or even morally just???

Further to watching BBC's Panorama last night, I find they lied to me recently saying that my electricity costs were due to OVO buying my "100% renewable electricity " on the open market, when according to Panorama the electricity price is just coupled to the gas price, nothing to do with production costs or availability. 

Cheers, Ali, (rant over)

I have this morning received an E-mail from OVO telling me I must increase my direct debit to cover increasing costs, but they haven't told me what these are!!!!

They further tell me if I don't increase it they will just take more anyway, is this legal, or even morally just???

Further to watching BBC's Panorama last night, I find they lied to me recently saying that my electricity costs were due to OVO buying my "100% renewable electricity " on the open market, when according to Panorama the electricity price is just coupled to the gas price, nothing to do with production costs or availability. 

Cheers, Ali, (rant over)

I have this morning received an E-mail from OVO telling me I must increase my direct debit to cover increasing costs, but they haven't told me what these are!!!!

They further tell me if I don't increase it they will just take more anyway, is this legal, or even morally just???

Further to watching BBC's Panorama last night, I find they lied to me recently saying that my electricity costs were due to OVO buying my "100% renewable electricity " on the open market, when according to Panorama the electricity price is just coupled to the gas price, nothing to do with production costs or availability. 

Cheers, Ali, (rant over)

Hi @Ali fae Crieff ,

I’m one of the trusted forum volunteers here. I don’t work for OVO myself.

You might want to look at the Direct Debit Calculator in MyOVO, as this will show you how OVO has figured things out and will also tell you what the recommended payment amount is. OVO is legally entitled to increase your payments if you’re not paying enough to cover what you owe. It’s part of the terms of service that everyone agrees to by signing up.

As for the prices, OVO does do 100% renewable and it’s disclosed in the OVO Fuel Mix. Ultimately, the real problem comes down to the fact that the cost of buying energy on the wholesale market (which is where all suppliers buy it from) is always pinned to the most expensive source, usually gas. Even a supplier that uses absolutely nothing to do with fossil fuels at all in their Fuel Mix, would still be forced to pay the same rates wholesale as one that uses 100% fossil fuels in their own Fuel Mix.

There is no separate market for just renewable sources right now. OVO has stated they want one to exist and would happily switch to it, but until then they’re forced to use the same open market that everyone else does.

Blastoise 168, thank you for your enlightening reply.

Can I just ask though, why are OVO wishing to put up my DD prior to the new PM's crisis budget.???

You’re welcome, thanks for understanding.

I’m afraid I can’t speak on behalf of OVO, so I hope you’re OK with me giving my personal thoughts.

At the moment, there’s no way to know what’s in that crisis budget, so I’m going to guess that OVO is going off of what is already known and officially available in the public domain. That crisis budget could have literally anything in it (and for all I know, could just be giving everyone free giant teddy bears!) so it’s better not to speculate and try to second-guess what isn’t yet available.

Once the details of that crisis budget are announced, I’m pretty confident OVO will react to it accordingly and announce something if it makes sense to do that.

Until then, OVO can only go off of what’s in the public domain, which is going to be and the only thing that’s relevant for that is the new price cap.

Hope this helps!

Hi @dspinks41,

I’m sorry for the issues you’ve had.

Our lines have been very busy at the moment, you can also get in touch with Support through web messenger. 

If you’re on the variable rate, Simpler Energy, the direct debit is worked out to be an average for the year, so that there aren’t large spikes over the winter period. Direct Debits for customers on the variable plan factor in October’s price rises but not any other.

If we didn’t take into account future costs this may mean customers fall into debt balances. Here are some helpful guides about how direct debit reviews are calculated:

We understand direct debits aren’t for everyone. If you aren’t already on the Simpler Variable on demand plan you can opt to move onto it. This means you can pay through your online account when you receive your bill. This plan is more expensive than the Simpler Variable direct debit plan. 

We do advise paying by direct debit as your rates will be cheaper, it’s automated and it avoids large spikes in your bills over winter. 

You should be able to initiate a refund of up to £500 through your online account but the following criteria needs to be met:

• Have an active Direct Debit with at least one payment received from that bank account

• Request a refund of over £5

• Request a refund up to £500

• Leave a remaining balance of at least one month's Direct Debit

• Been billed within the last 28 days to an actual meter reading

If you don't meet the criteria an error message will be displayed.

I hope this helps.

This spring when we was with SSE we was £880 in credit which we got back, kept dd the same and at switch over to ovo we was £380 in credit. I refuse to put up my dd I will pay the excess if need be

Your phone lines will continue to be busy through these difficult times suggest ypou might need more staff ,,,, 

web messenger was also not working ….either ….

sent an email but no reply …. I am over £200 in credit I want to continue using DD but object to an increase from £175 to over £300 per month based on some obscure software that Ovo uses to predict usage …. I only want to pay for the energy I use and not top up Ovo’s cash assets …..

I will call later in the week ….. 

Very unhappy customer … I have made an official complaint but have as yet seen no acknowledgement nor response …. 

dcs

I’m sure at some point the advice to try Live Chat was sound at some point, but having been repeatedly cut off by phone and waiting on Live Chat for 6 hours today with no response, I’m not sure whether it’s a viable option currently.

Like many people here, I’m in credit (by a sizeable amount), having been pro-actively building up my credit balance and reducing my energy consumption, and I’m stilling getting mailed to tell me to increase my direct debit. Post October increase I will have a credit balance of 8 x my adjusted monthly usage.

OVO are going to make a huge problem far worse if they can’t find a way to actually respond to customer’s issues and concerns.

BTW. I really do applaud the volunteers responding to queries in  these forums. TBH, your selfless efforts seem to be far more than OVO currently deserve.