Standing payments still going out but not going on to the meter what do I do?

Morning ​@Malgriff, and welcome to the OVO Forum.

Sorry to hear of what’s happening here. Please can you contact our PAYG Support Team, as they’ll need to look into applying the missing payments. You’ll probably need to send them a screenshot of your bank statement showing the payments that haven’t made it to the meter.

Hopefully they can cancel the payments on their side, but it would be worth you contacting your bank as well, as they may be able to block any future payments on their side. 

I’ve also asked about this internally, and will let you know if I hear a response, however please don’t let this stop you contacting Support yourself, as this needs to be logged on your account properly as a complaint (make sure you request this when you speak to them). 

 Full details of our complaints process can be found here: https://www.ovoenergy.com/feedback

Let us know how you get on, and if you have any further questions. We’d appreciate if you could keep us updated with this one.

 To update you ​@Malgriff - our back office team have confirmed that failed scheduled payments are returned to the customer’s bank account within five working days of the payment being taken.

If the money hasn’t reached your bank account by this time please let us know.

Managed to get the funds redirected onto the meters and I’ve asked the bank to block future scheduled payments, wont know it it’s worked till the 28th and the next 14th. very annoyed that the app and the website can’t be used as normal. Household is switching back to monthly bills.