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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
Blastoise186
Super User
Blastoise186Super User
Super User
October 18, 2022

Hi @BTS ,

You’ve probably already had the credit for the month! Check your Charges in detail! Here’s an example. :)

 

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
B
Newcomer
BTS
Newcomer
October 18, 2022

There are enough of us having the same problem. There is no credit of £66 appearing on our accounts as a credit of £66 from the Energy Bills Support, what they have done is simply refunded us £66 of our own credit balance. Where is our Energy Bills Support payment of £66 gone. Surely by now and there are enough of us with the same problem, OVO need to have this resolved asap. Where has our Energy Bills Support payments gone as they certainly have not been credited to our accounts so where is our support money. OVO need to have this resolved without any further delay.  They money is somewhere but no where it is meant to be , in our accounts to help us with our bills which is what it is intended for.

    juliamc
    Rank 20
    juliamc
    Rank 20
    October 18, 2022

    @BTS If you look at all the customers who have asked about this you’ll see that eventually they find that if there’s been an entry on their bill under ‘Your balance’ saying:

    Refunds (date)     £66 out

    AND there is a corresponding entry under ‘Charges in detail’ saying:

    Energy Bill Support Scheme    -£66    <----- the EBSS is a negative charge ie a payment from the government.

    So nothing to complain about!!

     

      B
      Newcomer
      BTS
      Newcomer
      October 18, 2022

      It is the first thing I checked. I wouldn't raise the issue had I not completely checked this out. OVO advisor has advised there is a glitch but asking customers to wait a few weeks is rediculous. Not only have we not had the Energy Bills Support payment credited to our account of £66, we have been refunded £66 of our own credit balance so therefore our own money which is what I and others have clearly stated in our messages. What we would like to know is when will our £66 Energy Bills Support be credited to our accounts . If this is not rectified soon then the same thing will happen next month and our credit balance will be depleted if OVO simply refund our own money back!  

      B
      Newcomer
      BTS
      Newcomer
      October 18, 2022

      There is no corresponding entry under charges! OVO have confirmed there is an issue with certain customers. 

      juliamc
      Rank 20
      juliamc
      Rank 20
      October 18, 2022

      Ah ha !! Keep us posted then..

      T
      Rank 2
      Tjw50
      Rank 2
      October 19, 2022

      My usage for this month so far is £33.47. Looking at my statement it seems to show that Ovo have taken the £66. off my current usage leaving me with a credit figure of £32.53. Which is fine. BUT they've also credited my bank account with the £66. Have they not given me the refund twice.?  Thanks

       

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 19, 2022

      Hi @Tjw50 ,

      The money was intended to go to your bank account all along. This was just the easiest way for OVO to do it. You’ll have only had the money once.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      October 19, 2022

      Hey @BTS,

       

      Is this sorted now?

       

      Are you able to please send a screenshot of your billing ‘charges in detail’ and we can look into this for you? It should appear as a minus which means credit. 

      Renewable Energy? Big Fan.
      N
      Rank 2
      nordiclaura
      Rank 2
      October 19, 2022

      I think the real problem is that bills are poorly constructed. Using minus signs when money is put into your account is not a good way of showing it.

      An idiot stlye explanation of the way the bills will be  worked out should be published directly to all customers.

       

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