Why does my quarterly statement not show my latest Direct Debit?

Hey there @Arthurat84 !

I’m Blastoise186, one of the forum volunteers. Just so you’re aware, I can’t access your account as I don’t work for OVO myself.

I think I know what’s going on here, did you migrate to OVO from SSE by any chance? I’m told that this is the only way you can get quarterly billing with OVO, but I just wanted to double check.

The most likely reason for this happening, would be if the bill is generated just before the next payment comes in. For example, if your Direct Debit date is the 1st of the month, but the billing cycle runs from the 27th of the current month to the 26th of the following month. The same applies to quarterly billing and payments, albeit with a longer cycle.

If a payment isn’t made during the current cycle, it won’t show up on that bill - but it will show up on the next one. You won’t get into arrears though, because OVO will know that your payment date is different from the billing cycle, so as long as you’re making payments on time you’re good to go.

It’s also worth mentioning that OVO will only register a payment to your account after it has been successfully received and processed - this differs from the way SSE worked, when payments just showed up immediately on the DD date, even if they were still being processed.

There has also been a whole bunch of Bank Holidays recently as well over the Christmas and New Year period, which has slowed down pretty much everything banking related. If the payment hasn’t already shown up in MyOVO at https://my.ovoenergy.com it should do soon.

If you still can’t see it though, OVO’s Support Team can take a deeper look and they might be able to fix any issues. As you’ve probably migrated over from SSE, there’s a dedicated contact number - 0345 0260 712 which will get you through to the team handling SSE migrated accounts.

Hope this helps you out. If you’re still unsure, feel free to reply to this thread and I’ll be notified. Otherwise, feel free to stop by anytime if you need help again.

No worries.

That probably also explains your quarterly billing then. You might be using some kind of grandfather rule from a long time ago.

If you still don’t see payments going in and aren’t getting any alerts from OVO regarding failed payments, the main Support Team can take a look at your account as a precaution. They’ll be back in the office tomorrow and you might be faster going via Live Chat at https://help.ovoenergy.com . You probably won’t see the Live Chat buttons right now, but they’ll show up whenever Live Chat is open, such as from 8am tomorrow morning.