How long does it take to receive the help with your heating credits?

Hey ​@dellboy54 

Great question, and I’m glad to see Nukecad has already stopped by with some really helpful advice on this.

I hope that’s helped clear that up for you. If you have any other questions, do let us know.

I got my November bill this week OVO beyond in the app confirmed I had successfully claimed for 6 weeks(electricity only) but the bill showed as 0.00 credit. Called OVO call handler tried to be helpful but said they knew nothing about what I could see on the app. He did however credit £5 to my account but said I should come on the forum to try and sort BUT I would more than likely have to call again when I got my December bill - any advice?

Hi ​@Morven63,

I’ve reached out to or Beyond team to ask if they’ve seen this issue happen to any other customers and, if so, what’s been done to fix it. I’ll let you know if I hear back - hopefully next month this shouldn’t be a problem again.

Hi ​@Morven63 

You are just a little early, the credit for November won’t show on your billing untl later this week, or maybe next week.
The last November event was on Sunday 30th Nov, and you need to give the team time to get the gas Calorific Value for that day (which is not published until the next day at the earliest) and then do the calculations etc.

As I point out above the T&C’s state (Term 8.1) that credits for November’s events will show on your account in December. (Not on any bill for November).

The credit will usually show on your live billing between the 5th and the 10th of each month.
So I expect the ‘Little help’ credits for November to show in the next week or so,

In the App it’s under Bills > Charges and Payments > Current billing period >See Details >Other.
It will show up in ‘Other’ once it has been credited.

In rhe online account the credit will first show up in ‘Other Charges’ in the ‘live’ billing for December - the one that says ‘Ends in ## days’.

PS. There were only Four ‘Little Help’ events in November,
( You may posssibly have done 5 by now - depending on what day you picked for this week, but that’s December not November).

Thanks for your help ​@Nukecad, much appreciated.

​@Morven63 the Beyond team have come back to me and said:

It’s causing confusion ng where we have to add an 'opt in' state to the customer’s bill.

The customer will see a £00.00 transaction each time they're confirmed as opted in.

However no credits have been added as of yet. They should hopefully be added in the next week or so.

I hope this helps clear things up.

Just to say that my credit for November has been applied to my account sometime this morning:

(Credits show as minus charges because they are taken from your other charges).

I am a gas customer so that credit is calculated from my actual gas use during the 2-hour events.

Electricity only customers should get the maximum of 4x  65p = £2.60

​@Ben_OVO I’ve had the same issue in both my November and December bills. 

It lists a £0.00 amount for both “A little help with your heating – opt in (includes VAT)” and “Opt In - Beyond Free Heating”.

I thought I’d wait for the December bill to see if the £0.00 on the November bill was rectified. It wasn’t. I received £0.00 on both bills. 

And yes, I opted in each week in each month via the app.

Hey ​@EvanD,

The teams confirmed that payouts began crediting accounts yesterday, so you should already see this reflected in your live account billing. It will also show up on your next statement, depending on the dates it covers. If you still can’t find it by Monday, just reach out, and we’d be happy to help you look into it further. But you should be able to see it now.

​@EvanD 

I’m the same as you. Waited for my December bill and it still says £0.00. I’ve checked what ​@Nukecad said and still nothing. But I have looked at the most up to date info which is dated 8th to 13th December and I can see a credit there. But what happened to November’s credit? And the beginning of December’s?