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.
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.
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
Please check your Charges as well. I suspect you’ll see a line entry there that explains it, just like this example:
I have to say this has confused me as well. Im still unsure if I am better off or not but have faith that OVO know what they are doing.
+9Actually, your charges would have been REDUCED by £66 with a line entry -£66 Energy Bill Support Scheme.
Hi
I am in the same boat and dont understand
If i am charged 66 in my bikll and refunded 66 5 days later I am no better off--- and I have nothing more in the details part :)
Where i was supposed gain money I am apparently even, Can somone help?
Thanks
+9You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
Hi Blastoise
Thanks for coming back to me, however, if I was credited why did my balance go down - this is what i dont understand
If i have an opening balance of 200 and a bill of 100 and a dd of 100 - my balance remains the same
If i have an opening balance of 200 and a bill of 100 and a dd of 100 and a credit of 66 my balance goes up 66
However my dd was more than my bill and my balance went down.
yes i get that 66 back - however this is supposed to help. If you take with one hand and give with the other, you are in the same position are you not?
If you explain i am happy to be wrong
Andy
I think thats clear with it saying OUT next to the figure
+9You need to look at the Charges In Detail section as well. Not just the summary.
You need to look at the Charges In Detail section as well. Not just the summary.
Thanks again for coming back
I did that and no mention off 66.00 there
+8How about where the vat is added?
How about where the vat is added?
OOOh maybe
This is such a strange way of doing though
they take it off, they add it then they take it off again!
+8Strange but true
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
Sorry but that’s nonsense.
The figure for usage is “£222.19 out”, ie that’s what I’m being charged which is fair enough.
The next line says “Refunds £66 out”, ie another charge.
I have used £42 more than I paid by DD so my credit balance should drop by £42. Instead, it has dropped by £108 (£42 + £66) which proves that they’re billing me for the £66 “refund”.
They then sent a “refund” of £66 to my account the same day which I have, effectively, funded myself!!
Your explanation makes no sense.
I have vegetables in my fridge that understand the point I’m making, so please stop telling me that the earth is flat.
A genuine, credible explanation for this abomination would be appreciated.
+9In that case, you need to talk to the Support Team on 0330 303 5063 or via Live Chat at https://help.ovoenergy.com . I cannot access your account from here, so I cannot provide further assistance.
All I’ll say is that refunds are NOT a charge. They’re just… Refunds...
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
Sorry but that’s nonsense.
The figure for usage is “£222.19 out”, ie that’s what I’m being charged which is fair enough.
The next line says “Refunds £66 out”, ie another charge.
I have used £42 more than I paid by DD so my credit balance should drop by £42. Instead, it has dropped by £108 (£42 + £66) which proves that they’re billing me for the £66 “refund”.
They then sent a “refund” of £66 to my account the same day which I have, effectively, funded myself!!
Your explanation makes no sense.
I have vegetables in my fridge that understand the point I’m making, so please stop telling me that the earth is flat.
A genuine, credible explanation for this abomination would be appreciated.
look in the vat column
Add your gas and elec usage up and minus 66 from it
they take away 66 punds, then add it again in total- then refund you it a few days later in your bank account
Which is plain crazy way to do things, but it does work out right...
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
I thank you for taking time to help everybody but i think your wording is misleading
in the tax section the 66 is taken off the bill
you are then charged 66 pounds everyone can see that - its an out - like the dd
However it is then refunded….
But saying your not charged whne clearly you are isnt right.
+9
These are all from my own account. Which proves how it works. If it hasn’t done this, the Support Team can help you fix the problem. It’s most likely just a bug, account specific issue or some other fault that can be fixed.
Over 90% of users who come here about EBSS issues have actually received the credit correctly and this is why I initially challenged your claim - it’s mostly to help rapidly clear out those cases early. Because a lot of the time, either myself or another forum volunteer is right. It’s only after we can dispel the most likely reason that we dig into other reasons.
As one of the most experienced and highly trusted forum volunteers, I’m required to play by the rules. And one of them is not to deliberately mislead other users. Having reviewed the thread, I do not believe that has happened in this case.
If, despite this, you still believe my actions are misleading, please take it up with the forum moderators privately via forum@ovoenergy.com . If they decide I deliberately misled you or anyone else, they will deal with me at their discretion. If they decide that I didn’t mislead you, then no action will be taken.
Please help don’t understand why the £66 refund is deducted from my Direct Debit payment and not shown as a credit paid in by the government, please help confused pensioner.
+9Hi
It should show up with a credit under Charges in detail as Energy Bill Support Scheme -£66. If this hasn’t happened, https://help.ovoenergy.com will sort things out.
Please advise why does it show £66 leaving my account and doesn’t show the £66 coming into my account from the government: confused pensioner?
+7Sorry for any confusion. I repeated what Blastoise had already explained, so I removed what I wrote.
+11You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
I thank you for taking time to help everybody but i think your wording is misleading
in the tax section the 66 is taken off the bill
you are then charged 66 pounds everyone can see that - its an out - like the dd
However it is then refunded….
But saying your not charged whne clearly you are isnt right.
I’m intrigued how you would classify any refund requested on your account ..? That would show as ‘out’ on your statement .. and refunded to your bank .. would you then say that you were charged the amount of the refund?
That would seem a strange definition
+4
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
The figure for usage is “£222.19 out”, ie that’s what I’m being charged which is fair enough.
The next line says “Refunds £66 out”, ie another charge.
I have used £42 more than I paid by DD so my credit balance should drop by £42. Instead, it has dropped by £108 (£42 + £66) which proves that they’re billing me for the £66 “refund”.
They then sent a “refund” of £66 to my account the same day which I have, effectively, funded myself!!
Your explanation makes no sense.
Hey
We don’t have access to your account here on the Forum. Support are best placed to deal with your query, they’ll have access to your bills and can tell you when the payment went in.
Hope this helps.
You don’t need access. All the detail is in the extract I’ve posted.
Ovo are billing me £66 to then pay it back to me and calling it a refund.
It is insane.
I will try calling when I have a couple of hours to spare but there’s simply no debate that the administration of this Government support should not have been left to the Marx Brothers at OVO.
Thanks anyway.
+8+7All the detail is in the extract I’ve posted.
Not quite. The refund to your bank won’t normally be triggered until after the EBSS rebate has been credited to your account. The balance you showed opens on 24 October, so it’s possible that the rebate was credited before that, helping to boost your positive balance. Could we see the Charges in detail for the previous period, the one ending on 23 October? This would show definitively whether the refund requested on 25 October was or was not funded by a rebate sometime in the period 1-23 October. If it wasn’t, you’ve been diddled and you have a genuine grievance.
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