Debt repayment whilst running on emergency credit?

Hey ​@mquinn 

Welcome to the Forum, I’m glad to see one of our volunteers has already stopped by with some helpful advice on this for you. 

We’ve got a handy article which may also be of use to you. 

Let us know if there’s anything else we can help with.

can anyone explain why I have had debt repayment and standing charge come off my smart meter whilst running on emergency credit

Hi ​@mquinn ,

That’s not strictly possible. Are you sure that actually happened?

yes, I have watched it come off every time when on emergency credit 

Hmm… I’ll ask someone about that.

This may take a little time.

Hi ​@mquinn 

Could I ask, when you say “ I have watched it come off every time when on emergency credit “ could you explain/describe that a bit more?

Where are you seeing it, on a In-Home-Device or on the meter itself? (or somewhere else such as the app?)

When are you seeing it happen, when you top-up again or at some other time?

What is the meter/IHD/other saying that makes you believe that it is takng a standing charge each day, and any debt recovery charge would presumably be taken either weekly or each time that you top up?

And just to be sure- we are talking about “Emergency Credit” where the money on the meter has run out, and not talking about “Free Vend” which can happen following a power cut or with a gas meter can happen for other reasons?

Hey ​@mquinn 

Sorry to hear about this.

Nukecad has asked some really good questions that would help us understand what you’re seeing better.

If you could even share a photograph, if it is the IHD you’re looking at, it would be very helpful.

I have viewed both meters , gas and electric and viewed the in house display just before midnight and then viewed again after midnight and all meters and displays show the same amounts.  They all reduce buy daily standing charge and by an extra 0.75p each as debt repayments.  

This happens even when running on emergency credit. 

For example, the electric will show as £12.00  emergency credit remaining just before midnight and then it will reduce to approximately £10.84 just after midnight. 

This is the combined amount of the daily standing charge and the 0.75 p debt repayment,  both being taken whilst running on emergency credit. 

Both the actual meter and the in house display show exactly the same amount all the time.

But now OVO have said that they cant see this happening and have to monitor the situation for 48 hours and then after that they might have to organise an engineer appointment.  All the while my meters are running out and charges are coming off when they should be paused.