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:
+7There’s a clue in your screenshot - why are you paying £119 a month if your usage at the coldest, darkest part of the year is only £83? You would normally be expected to use more than the Direct Debit in the winter.
Have a look at the charges in detail to see whether your ‘Total charges’ haven’t been reduced by the £66 rebate.
We have a small outlay monthly subsidised by solar panels.
£66 taken out of my ovo account only to go directly into my bank is in effect me moving money from one account to another.
+9But look at your Charges in Detail… is there a line above VAT saying EBSS -£66 ? If so it’s the government money coming into your account, reducing your charges by £66.
+3Hey
Sorry for the issues you’re having,
I’d say the best way to raise a complaint is over the phone, as that way it can be dealt with there and then. If you’re unhappy with the resolution you can ask for the complaint to be escalated.
If you’d prefer you can use WhatsApp or web messenger
You’re increased direct debit might be due to an out of line estimated annual consumption or a read dispute might need to be raised on your account.
Hope this helps.
+3Hey
I can see this issue has now been resolved, I’m glad you managed to locate the payment on your billing 🙂
Let’s get to the bottom of this together!
Morning all, quick question. I was over £370 in credit and now I am just over £300 in credit, it says £66 refund on the app, how is this a government payment if I'm paying it to myself, any ideas ? Thanks
I have the same problem. They are not repassing the money from government but just send back out own money.
+9It’s my first month with OVO as last month was SSE and I didn’t have any issue.
In my account shows only the debit but not the credit from government.
OVO keep doing wrong instead of fix it.
Just to complete.
yes, the the debit is there however the credit is not there. This is the problem.
I have the same issue as
Migrated from SSE on the 6th December. On SSE’s statements dated to the 6th I have £132 credit for October / November, and £132 debit for October/November showing for the government grant. I received these in to my bank account, no issues.
Today I have checked my new OVO account and have had my migrated credit balance £125.69 reduced by £67 for ‘Balance Adjustment’ This £67 is the same amount as the December government payment. It has not been re-credited and my existing balance is £58.69.
OVO is not taking this serious as the issue was not solved. They’ve just did debit of £67.00 but not the credit from government. It means they are keeping with them the money paid by government. It’s a shame.
+9Actually, the solved status on this forum is independent of everything outside the forum.
Ovo Energy direct debit customers - check your online accounts
Ovo Energy appear to be accounting for the Government Household Energy Support Scheme incorrectly in their on-line accounting, for Ovo Energy customers who pay by Direct Debit. They appear to be treating the £66 Government support payment as an account refund, thereby reporting the wrong amount to be set against the energy cost for the month.
An example for November/December 2022. Account Balance £395.26cr, Direct debit £181.00, making a credit balance at the start of the accounting month of £576.26. Nov/Dec energy charges £235.65, producing a current credit balance of £340.21. However, in Ovo Energy's online accounting, they are treating the Government support as a Ovo Energy refund of £66.00, which suggests the direct debit payment is not £181.00, but £115.00, producing an Ovo Energy online credit balance of £274.61. This is an incorrect accounting of the Government Energy Support Scheme.
The £400 Government Energy Support Scheme payment is a 3rd party support scheme payment for UK energy customers, not a subsidy scheme for energy suppliers, which is how Ovo Energy are presently accounting for the payments in their online accounting system.
I’ve read a number of your posts on this
Its a £67 ‘Balance Adjustment’ charge, reducing my credit balance. I’m not due to pay my DD until 21st December. Should I expect to see the £-67 added then, and on that date, paid to my bank account? Are these being keyed manually by someone at OVO because we have migrated from SSE? Thanks.
+5I have checked mine.
All fine for me.
I can see the money added to my account in the charges section
And then Refunded to my bank account
And i can see the £66 in my bank account.
All working fine for me.
Feel free to post your pages so we can all see what is wrong with your account
+9If you don’t see it anywhere at all on any OVO or SSE statements, I’d recommend flagging it up with Support. They can fix this for you.
If you don’t see it anywhere at all on any OVO or SSE statements, I’d recommend flagging it up with Support. They can fix this for you.
This is SSE final bill:
Current OVO 'Charge':
+3Hey
Sorry for the issues you’re having,
Are you able to send a screenshot of what you’re seeing so we can take a look into this? Please don’t include any personal information.
+9To me, I get the feeling the account credit might be on a previous statement. Try the one from the 18th October 2022 to 17th November 2022
Blastoise186: You may be right. This screenshot may be incomplete, and the £66 for December is to be set against the cost of energy supplied as at 17 December.
+5Blastoise186: You may be right. This screenshot may be incomplete, and the £66 for December is to be set against the cost of energy supplied as at 17 December.
That is correct.
So towards the end of the current billing period watch out for a -£66 Energy Bill Support Scheme line appearing on your current bill just below the VAT line.
Jeffus: Thanks for your comment. I agree & strongly suspect I am only seeing a partial accounting of payments and costs for the period 18 Nov-17 Dec 2022, which presently excludes the forthcoming December £66 credit.
+3Hey
Sorry for the issues you’re having,
We don’t have access to your account or billing on the Forum. I think Support are best placed to look into this for you, they should have access to your final SSE statement.
Hope this helps.
For december when we get the £66 ? I didnt get nothing now, for last month i get it but this month nothing.
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