OVO have sent an email about my Direct Debit - Why are you increasing my monthly payment when I’m already 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. You can request one at any time in your online account, in our app, or over the phone. You just need to leave credit to cover at least 1 month’s Direct Debit payment. This is in line with our refund policy.

Useful to know - It’s important you have all the info, then you can decide what’s best for you;

• 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.

• Getting a refund might mean your Direct Debit payments will need to increase, once your account has less credit in it.