Yup, that means you’re in Credit. :)

Hi, just been moved to OVO from SSE 29th March. But, my credit balance, keeps going down a pound or two every day? If its standing charge, or whatever, thought that was at your monthly bill? Thank you

Your balance is updated daily as you use gas and electricity.

Thank you, but i must be really stupid. My combinwd gas and electric is about, up too now £16.27. So, when i moved to OVO i had £343.00 credit, now im down to £334.00? I moved over end of March.

OVO have a ‘live billing system’ which gives you a running total of your balance, so as you use gas and electricity the amount in your account goes down. However at the end of the billing period an actual bill is produced which will show the kWh used over the period, the standing charges and the vat. If you pay via direct debit that will be set off against your charges, or a request for payment will be issued. The credit you brought over from SSE will be shown on the bill and used towards the month’s charges.

Hey @Carolmac,

Welcome to the OVO Online Community, 

I can see Community Members @juliamc and @M.isterW have already given some helpful advice here. We have a great FAQ on this topic:

can anyone advise me as to why,over the last 12 months my account was in credit by £300 + and only 2 of my last 12 months bills have been marginally over my direct debit amount. yet my credit is now to to just £25. i cant understand how this can happen. 

any advice will be great

Hi @lee dee , that will really depend on your individual circumstances. There have been the last six months of government support which might have indicated a reduction in cost of energy compared to the level it could have been and as OVO chose to refund those amounts to customers bank accounts, that could have resulted in what you see. 
The support payments have been used to reduce the cost of your energy (check on your detailed bills) and then refunded (again, check).

If it’s anything else you might need to go into a little more detail. 
By the way, it’s mostly other customers here and a public forum so no one has access to your account

thankyou for your reply

its all a bit confusing to me, refunds & credits, whatever happened to paying what the amount is etc.

some say refunds and some say credits.

i suppose im fortunate to be in credit at the moment

There’s several people who would agree. It has been a confusing time rather than simple cost support for everyone over the winter. That scheme is finished now of course so hopefully it will settle down together with some respite in the cost of energy

Hi, I’m struggling to understand how my bills are calculated. I would have thought my opening and closing balance would be almost identical given I’m covering the outgoings (+/- a few £), however the debt has gone up. 
 

Any ideas??

Hi @Panvulcon and welcome to the customer forum. What you see in your image is also a refund from the government support scheme. If you look at your bill in detail, you should also see a reduction in your energy charges of the same amount meaning that the funds have just passed through your account. 
This has confused many other people these last few months but of course now that is finished. 
You could pay the refund back into your energy account if you wanted

Thanks for reply.

I’ve checked the in detail section but can’t see any deductions so far as I can tell at least.

The month previous did have deduction though…

Yes - there are times when the charges/refunds do span months .. try this to check

https://energy-support.ovoenergy.com/

Thanks, so I guess the February refund hasn't been processed yet then?

It’s really confusing because my last statement (March - April) looks to have increased my debt by £67 rather than credit the account by the same amount.

I’ll check next months calculations or give them a call.

Hey @Panvulcon,

That is unusual that the February payment isn’t showing when you use the tool to check your payments. Please contact Support so they can investigate this for you. 

Keep us posted with how you get on. 

Will contact them Thursday and post an update  

Hi @Panvulcon 

Might be worth trying the tool again as well just before the call in case it shows something else when ovo try it when you call. 

That’s strange it’s since updated…

I’m still struggling to understand how the rebates work though. I can see £67 was debited to my bank in March but this was also added to my account balance as negative equity, with no reduction in energy costs for March like it had for month’s previous.

It’s not very clear is it, @Panvulcon, but the mighty BPLightlog has made a guide to explain it here:

That’s strange it’s since updated…

I’m still struggling to understand how the rebates work though. I can see £67 was debited to my bank in March but this was also added to my account balance as negative equity, with no reduction in energy costs for March like it had for month’s previous.

 

The EBBS tool has produced some spurious results temporarily for me in the past which is why i suggested you re run it. It seems to be working fine again for me as well. 

Not at all! Thanks for the link though, it helped explain how it should work and indeed all but my latest bill reflects this. 
 

I’ve included a couple of screenshots below; as you can see, last months bill shows £67 refunded to my bank, however it doesn’t show the ‘Energy Bill Support Scheme’ deduction under ‘Summary of charges’ as it has previously.
 

It looks like the money from the support scheme was placed into my bank account whilst being added to my account debt rather than first applying a deduction to my usage.

…. just before posting this, I checked this months expenditure so far and now I’m super confused. It reads as follows…

Opening balance     -£599.02

Charge                         £74.22 out

Direct Debit                £455.00 in

Current balance        -£218.24

Feb / March Bill

March / April Bill

Hi @Panvulcon , I’ve just noticed your billing dates - they are similar to mine. I know it will be a pain but it’s worth checking your previous bills in the same way. I had a couple of instances where I had a support payment (bill reduction) twice in one month. Over the whole 6 month period, I can see the various payments and refunds which do add up but are not necessarily in the months you would expect. Really confusing!

Just out of interest I’ve had a look at mine: over the six bills from October. 
I received 2 in October and December, none in November or January, then one in each February and March 

You do have to check all six!