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Rank 1
meccles
Rank 1
October 7, 2022
Solved

£66 government energy bills support scheme deducted from my OVO account balance not added?

  • October 7, 2022
  • 645 replies
  • 34621 views

Can anyone explain what’s going on here?

Opening balance was £335, we used around £90 worth of electric/gas combined (£66 government payment was taken off this, hence the £22 charge), I paid £150 so by my reckoning the balance should have gone up by around £125.

It hasn’t though - they seem to have then deducted the £66 again.

Does anyone know why? Do I need to contact them or will it right itself?

Best answer by Blastoise186

Updated on 28/06/23 by Abby_OVO

 

This scheme is now closed.

 

How you will be awarded the £67 depends on how you pay. If you’re seeing a deduction, it’s because you pay by Direct Debit and the grant payment went into your OVO account and is then deducted from the account and refunded to your bank account. 

For all information on this topic please see the website page Energy Bills Support Scheme or this previous response:

 

 

If you pay by direct debit and have seen the credit go to your OVO account, this payment will be transferred into your bank account. 

 

The payment will be made 3-5 working days after the direct debit has cleared. This will happen automatically and you don’t need to do anything. 

 

All customers who pay this way will receive their refund into their bank accounts within 3-5 days of their direct debit date. For example, if your direct debit is the 15th of the month, it’ll be 3-5 days after this. 

 

For anyone that pays on demand, their payment will be made directly to their OVO account. 

 

 

If you pay by Direct Debit

You’ll receive your discount as a refund. This means you’ll carry on paying your full Direct Debit amount. Once the Direct Debit payment has cleared, we’ll refund the monthly discount amount to your bank account shortly after. If you cancel your Direct Debit, or your payment fails, there may be a delay in applying the discount to your account.

You’ll get your discount every month, even if you don’t get monthly statements. You'll see confirmation of the discount on your next statement. 

 

If you pay when you get your bill

You’ll receive your monthly discount as a credit to your energy account in the first week of each month. You’ll see this on your monthly bills from October. 

We’ll add the discount to your energy account every month, even if you don’t get monthly bills. You'll see confirmation of the discount on your next bill. 

For example, if you receive your bills on the 15th of the month, we’ll add your discount in the 1st week of the month, starting in October, so you’ll see confirmation of this on your bill dated 15 October.

 

Hey @meccles !

Please check your Charges as well. I suspect you’ll see a line entry there that explains it, just like this example:

 

645 replies

Show previous replies
M
Newcomer
macdonnellelizabeth
Newcomer
October 15, 2022

Do you pay by direct debit ? If so the £66 gets paid in after the DD is received. Then it’s swept out again into your bank account (which will take up to 5 days to clear).

I pay by DD. My ovo account had £66 removed but not credited to it. My bank received £66. But that is only the £66 they took out. When do I get the £66 credited to my ovo account?

It doesn’t the onus on you as a responsible adult to apportion that money to your bills 

juliamc
Rank 20
juliamc
Rank 20
October 15, 2022

Not sure what you’re saying?

O
Newcomer
onefour69
Newcomer
October 15, 2022

Sure - I understand that it got paid back to my bank. However, the £66 rebate was deducted and from my overall Ovo account balance - this, effectively, means that the rebate equals £0 in real terms. 

 

I don’t require access to the customer support package and am, fortunately, not in financial hardship. I would, however, like to hear from somebody at Ovo who can explain to me how they’re going to address this issue.

Blastoise186
Super User
Blastoise186Super User
Super User
October 15, 2022

There’s no-one available today. However, there’s also no “issue” to address as such. The £66 was paid to OVO by the government. OVO then paid that to your bank account by combining the same mechanism used to deliver the Warm Home Discount (which normally gets delivered to your OVO account) and the standard refund process together.

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O
Newcomer
onefour69
Newcomer
October 15, 2022

Thanks for your reply and I do appreciate you taking the time here to try and help.

Looking around at others who’ve raised this topic in different posts it looks like a fairly opaque and, frankly, confusing way of presenting the balance. I’ll keep digging through my recent bills but it would have been useful for Ovo to have been much clearer when presenting changes to account balances.

juliamc
Rank 20
juliamc
Rank 20
October 15, 2022

Have a look here: 

I’ve posted a pic of my bill- including Charges in Detail where you can see £66 in from the gov, which balanced the £66 refund which goes into the bank just after the DD is taken out

    M
    Newcomer
    Mcalota
    Newcomer
    October 16, 2022

    I was looking around to find an answer to the same question. At the moment looks like Ovo has taken the 66 £ from the Ovo balance and moved it to my bank account. This can’t be right. 
    I have +66 £ in the bank and -66£ in the Ovo balance so completely unclear where the money from the scheme are.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 16, 2022

    Hi @Mcalota ,

    Chances are you actually have had the rebate this month. That refund wouldn’t have triggered otherwise.

    Check your Charges in detail section!

    https://account.ovoenergy.com/billing-details

     

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    C
    Newcomer
    Charlotte m22
    Newcomer
    October 16, 2022

    Mine is the same. I was £104 in credit, they have put the £66 as a deduction from that. 
     

    hopefully they rectify it, as they have just refunded me what i have already paid in! 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 16, 2022

    In that case @Charlotte m22 , please show us a screenshot of everything you see under https://account.ovoenergy.com/billing-details .

    It’s highly likely you have had the rebate. If you have, we can show you where it appears.

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    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