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M
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
S
Newcomer
Sarah illing
Newcomer
October 24, 2022

That sounds right.. if you look back on this thread you can see my bill.

This is in two parts: the account balance/charges/payments/refunds section; then the Charges in detail section. 
There’s a Total credit of £25.07 as the last line of the second section, this is the sum of the charges minus the £66 ebss.
In the first section you can see that £25.07 which because it’s a credit says ‘in’ alongside ie not a charge but money in. The next line is Refund of £66 ‘out’ ie the ebss money being paid to my bank.

Your £41.88 ‘in’ sounds like it’s the same as my £25.07 !! Does your Charges in detail last line read Total credit ? I’m hoping it does !! 🤞🏻

 

last line just reads total charges -£41.88, so I’m presuming that’s what’s going to be refunded  back- am I right in thinking that? 

S
Newcomer
Sarah illing
Newcomer
October 24, 2022

That sounds right.. if you look back on this thread you can see my bill.

This is in two parts: the account balance/charges/payments/refunds section; then the Charges in detail section. 
There’s a Total credit of £25.07 as the last line of the second section, this is the sum of the charges minus the £66 ebss.
In the first section you can see that £25.07 which because it’s a credit says ‘in’ alongside ie not a charge but money in. The next line is Refund of £66 ‘out’ ie the ebss money being paid to my bank.

Your £41.88 ‘in’ sounds like it’s the same as my £25.07 !! Does your Charges in detail last line read Total credit ? I’m hoping it does !! 🤞🏻

 

last line just reads total charges -£41.88, so I’m presuming that’s what’s going to be refunded  back- am I right in thinking that? 

Sorry reads total credit £41.88, so is that the amount going over to my bank account or will it be £66 that’s going over. Thanks 

J
Rank 5
Jacko6625
Rank 5
October 24, 2022

I had £66 credit to Ovo account. 
Then £66 debit to Ovo account.

Then £66 paid into my bank account.

J
Newcomer
Jrdc
Newcomer
October 24, 2022

Sorry to bring up an older topic, but mine is showing as refund failed. I pay by dd, have had no payment go in. Anyone else had the app show this? 

 

 

Blastoise186
Super User
Blastoise186Super User
Super User
October 24, 2022

Hi @Jrdc .

For now, I’d recommend leaving the refund where it is. You’ll probably need it! And to be honest, it’s meant to help with energy bills anyway.

If you’d still like it sent to your bank account, please ask the Support Team for help.

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!
juliamc
Rank 20
juliamc
Rank 20
October 24, 2022

No, you’d only be refunded the government £66. The £41.88 is the result of your charge for the month. If it’s negative that’s because your energy costs less than that £66.

If you put a pic of it on here (no personal info like account number) I’ll just check and be sure if you’d like.

S
Newcomer
Sarah illing
Newcomer
October 24, 2022

 

juliamc
Rank 20
juliamc
Rank 20
October 25, 2022

Perfect @Sarah illing thanks !

So just looking at the ‘Charges in detail’ section: all your electricity and gas charges plus VAT add up to £23.12, (all shown as positive numbers). You’ve been given the government £66 (shown as negative as it’s the opposite of a charge, ie money in).

I hope I’m not making this more complicated than it is !!

So with 66.00 in and 23.12 out you end up with 41.88 in

Your bottom line says Total Credit £41.88 in

Now going back to the other section: You start with your balance in credit (136.63), then add the ‘charges’ which in this case is another credit (the 41.88 in), they add up to 178.51, that £66 is refunded to your bank, so 178.51 - 66.00 = 112.51. So the account is still £112.51 in credit.

Phew !

Of course all this is updated daily so the numbers will be slightly different today, but your original question about the date of getting the £66 is answered too. It will go out on 26th. 

    S
    Newcomer
    Sarah illing
    Newcomer
    October 25, 2022

    You’re wonderful, you should work for OVO better still our government you'd do more of a sterling job 😊 thanks for your help in this, much appreciated.

      B
      Newcomer
      Burnsy
      Newcomer
      October 25, 2022

      My October account has the £66 energy rebate deducted from it but no where has £66 been credited.
      The bill says “refund: -£66” and the total is only the amounts I paid in minus £66. 
      I called and was told this is a credit, but it’s actually a debit. Anyone else checked?

      Mine is the same. A negative refund is a charge and is reflected in the total. I am in credit but by £66 less than I should be. I understand £66 will be refunded to my bank account in a few days but it seems my usage is higher by that amount so am I actually getting anything back at all.

        Show more replies
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