Skip to main content
L
Rank 1
l_scattergood
Rank 1
February 1, 2018
Solved

Why such a large increase to my recommended Direct Debit?

  • February 1, 2018
  • 103 replies
  • 11823 views

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. 🤣🤣🤣🤣. Don’t they realise I will simply switch back ⬅️. Lol

 

    Best answer by Transparent

    Updated 18/08/25 by Abby_OVO

     

    How do Direct Debits work?

     

    A Direct Debit is an automatic monthly payment set up with your bank or building society. It means you can choose which day you want the payment to go out each month, and your bank will sort the rest.

     

    Once a Direct Debit is set up, you don’t need to do anything else. It’s often the best way to make regular payments, such as your energy bill.

     

    How we work out your Direct Debit amount

     

    The aim is to make sure you have credit for 1 month’s payment in your OVO account by the end of March. This is to help cover any change in your home energy use over the course of the year. 

     

    For new customers, this only comes into effect once you’ve reached March. When you first join, the aim is to make sure you have no balance left to pay after 1 year.

     

    How we check you’re paying the right amount

     

    Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use. We’ll let you know if your Direct Debit amount needs to change to keep your energy account balance up to date.

     

    Why is my Direct Debit increasing when my balance is 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. Request one at any time in your online account, in our app, or over the phone. You just need to leave credit in there for 1 month’s 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.

     

     

    Is there any support available if I’m struggling to pay for my energy?

     

    If you’re worried about your payments changing or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options available for anyone who needs help. To get in touch with our team: 

    • Sign up to our payment support tool and we can find the best plan for you.

    • Call us on 0800 408 6615. We’re here Monday to Friday, 9am and 5pm, and 9am to 2pm on Saturday. 

    • Talk to us online Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday.

     

     

    OVO member but not got a smart meter yet? - Book today!

     

    Interested but not yet an OVO member? - Check out our plans!

    103 replies

    Show previous replies
    V
    Newcomer
    Van
    Newcomer
    August 4, 2025

    What is written in your bill? How does it explain the additional £51? Is it a separate bill? Is it for the same meter? 

    I didn’t see any bill for that! They just set up direct payments 🥲

    C
    Rank 6
    chrisablake
    Rank 6
    August 4, 2025

    I can’t tell you what’s going on but with the changes recently maybe an accounting error. Have you had two bills for same meter each month.
    Have you spoken to customer services? Can they look into the discrepancies and shed more light on why two different charges. It’s impossible for me to help without more information. 
    I hope you can get this rectified soon. 

    Wibbly Wobbly Hypermobile - EDS’er
    Nukecad
    Super User
    NukecadSuper User
    Super User
    August 5, 2025

    Would need see your bill to check why you have additional charge

    Has it only just happened this month?

    they set up a direct debit of £51 on the 1st of the month and £98 on the 3rd of the month 🥴I switched from top up smart meter to get the bill every month 2 month ago

    Hi ​@Van 

    As you have just changed from PAYG to Direct Debit then this sounds like simply a hiccup in the process.
    (Or perhaps you misunderstood what was going to happen?)

    Have they actually taken both payments this month?
    ie. Taken one on the 1st August and another on the 3rd August.

    If not then it looks to me that the computer did a recalculation and changed the amount that they want you to pay each month from £51 to £98.
    (I'm not sure why it would change from the 1st to the 3rd though?)

    If they have taken both payments this month then either:
    1- The £51 was a one-off payment to cover previous use, (or maybe just the standing charges for the 2-months since you changed to DD) and going forward they will now want £98 a month.
    Or:
    2- It was/is an error, and possibly two direct debits have been set up by mistake.

    Whatever has happened the only way to find out just what did, and get it put right if needed, will be to contact support and ask.

    See "Methods for Contacting OVO" by clicking on the green banner at the top of any page here.
    Here's a link as well:

    They should be able to sort it out pretty quickly for you.

    I said, Hey - Watts going on.
      C
      Rank 2
      costeek
      Rank 2
      August 5, 2025

      What is written in your bill? How does it explain the additional £51? Is it a separate bill? Is it for the same meter? 

      I didn’t see any bill for that! They just set up direct payments 🥲

      From your information it looks like they increased your DD payment from £51 to £98. As mentioned earlier, it would be better to contact OVO and ask them to explain. 

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      August 5, 2025

      Hey ​@Van,

      Do you have two seperate direct debits coming out of your bank? 

      It’s worth bearing in mind that you can use more energy than your direct debit covers, which would result in an outstanding bill. 

      The following topics might be helpful: 
       


      Hope this helps.

      Renewable Energy? Big Fan.
      S
      Newcomer
      sacol
      Newcomer
      January 5, 2026

      Have tried phoning and using chat to contact Ovo. 

      Had an email on the 1st January to say my payments would be increasing from £60 a month to £508 a month. 

      I read my meter in November and think I must have sent the wrong numbers. (Sorry, 70 year old brain) I sent new readings with photos of meter readings on the 2nd January and have sent again today.  

      I am getting very worried about having to pay so much.  I live in a small one bedroom flat.  No oven, washing machine or tumble dryer.  Have an electric shower and use one radiator in the bedroom which I have on around 5 hours a day (less on some days). 

      My apologies for this being very long winded.  I am just very frustrated at not being able to contact anyone to talk to.  

       

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      January 6, 2026

      Hey ​@sacol 

       

      Sorry to hear you’ve been having some trouble with this, sounds like something may have changed when those recent readings were submitted in November?

       

      I don’t suppose you’d be able to share a screenshot of the meter reading history? That might show any discrepancies in the meter readings used for the most recent bill and if that’s what’s caused the big change. It can be tricky for us to tell exactly what’s happened here at the Forum without more information as we don’t have access to accounts here.

       

      I’ve also linked below to a potentially similar topic if the issue is what I’ve suspected above in the meter readings;

       

       

      If you can provide us the screenshot of the readings this will be helpful in checking if this has maybe been the culprit or if we need to dig deeper.

      Currently Playing: She's Electric
      S
      Newcomer
      sacol
      Newcomer
      January 6, 2026

      I only have photos of the most recent readings on the 2nd or 3rd of this month.  I have submitted them twice but when I look on the Ovo app they are not mentioned.  I did have acknowledgement on screen that they had been sent but unfortunately I didn't think to do a screen shot. 

      juliamc
      Rank 20
      juliamc
      Rank 20
      January 6, 2026

      You can submit readings as frequently as you like, a smart meter sends half hour readings (all in one batch at the end of each day). If I were you I’d send in another set today and screenshot them.

      S
      Newcomer
      sacol
      Newcomer
      January 6, 2026

      I don't have a smart meter unfortunately

      Show more replies
      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd