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Howell Edwards
Rank 1
October 6, 2021
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Why is there a difference between the balances on my monthly bill and app / online account?

  • October 6, 2021
  • 22 replies
  • 1414 views

I have always been aware of the Balance showing on the Homepage of the OVO Website and the Credit showing on my monthly billing. At he beginning of Setember the credit showing after my new bill was £67.53 but the balance showing on the homepage was £104.65. Since I have been aware of this for some time I took a screenshot of my homepage for proof. At the beginning of October my credit was £65.41 with my balance showing the same. They have now been realigned with a subsequent loss to me of £35.00. I confirmed with an OVO advisor yesterday that others had also noticed this so I am posting this to make others aware of this irregularity. I have a complaint outstanding with OVO but not answered. Has this happened to other OVO customers.?

    Best answer by Blastoise186

    Updated on 18/08/26 by Ben_OVO

     

    I think I know what’s probably happening here. It’s worth noting that unlike other suppliers, OVO has the billing platform set up to do real-time balance updates whereas most other suppliers only update the balance after you make a payment, get a refund or a bill is generated. This might explain the discrepancy you’re seeing - don’t forget to check the Billing History tab as well, since this has a lot of transparency as to exactly what’s happening at any given time.

     

    The following events (among others) can cause your balance to increase:

     

    • Top-Up Payments
    • Monthly Direct Debits
    • Warm Home Discount
    • Billing corrections to fix overpayments
    • Manual corrections by OVO’s Support Team
    • Manual intervention by OVO
    • Reimbursements (such as after a complaint is resolved)
    • Guaranteed Service Standards
    • Or as required by the terms of your contract

     

     

    The following events (among others) can cause your balance to decrease immediately upon triggering:

     

    • Meter Readings of any kind - including Estimated, Manual, Smart or via the Support Team
    • Daily Standing Charges
    • Bill generation
    • Add-Ons like OVO Foundation or OVO Beyond (exception: OVO Drive Anytime, which is a free add-on)
    • Refunds - but these will go back to your bank account
    • Failed payments (like a bounced Direct Debit)
    • Billing corrections
    • Charges
    • Manual intervention by OVO - only used if absolutely necessary

    I hope this helps. Please let the Support Team know if you still think some of your account balance is missing and they’ll be happy to investigate. 

     

    We’ve got more details on how our live billing platform works over here.
     

    22 replies

    Show previous replies
    I
    Rank 6
    Infiltrator
    Rank 6
    October 22, 2025

    Another 20 minute call to support to ask why I can't request a refund, at least this time I have an answer.

    The system that processes refunds had had an issue since 7th October, upshot of this is that customers with smart meters can't request refunds just now and the only way support can help just now is to post out a cheque, I declined and said I'd look again next week.

    This might be the final straw for me with OVO, I've been through the whole THTC/RTS saga, a successful ombudsman case to get away from THTC, 6 months billing chaos till the THTC tariff to standard tariff was resolved. I really did think things had settled down, but seemingly not.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    October 22, 2025

    Hey ​@Infiltrator,

     

    It looks like the Support Team offered you the option to receive your refund by cheque, which should help sort everything out! By the time you check again next week, you could even have received the cheque and be able to cash it at your bank. It's something to consider!

     

    I’m really sorry for the hassle you've had with getting your refund. I hope everything gets resolved for you soon! If you need any more help, just let us know.

    Renewable energy jokes never get old.
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