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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
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 28, 2022

Hey @Paul Ivor,

 

Are you able to select ‘see details’ and send us a screenshot?

 

Also are you able to check the same on the Online Account?

 

Let’s get to the bottom of this!

Renewable Energy? Big Fan.
P
Newcomer
Paul Ivor
Newcomer
October 28, 2022

Just checked the one before in the break down and it shows £66 going into the account. But why would it go straight back out?

P
Newcomer
Paul Ivor
Newcomer
October 28, 2022

My app seems to be different each time I look at it this morning. Although it still shows -£66 out the closing balance has gone up by £66!

juliamc
Rank 20
juliamc
Rank 20
October 28, 2022

@Anitawa You are seeing the deduction on charges - that is where the £66 government money is coming into your account, it is a negative charge. 

It’s not the clearest way of stating it but that is the £66 being paid to you, then goes from your OVO account into your bank.

    P
    Newcomer
    Paul Ivor
    Newcomer
    October 28, 2022

    Although it now shows a direct debit £118 which should not be there. Looking at the amounts I still can't work it out. I think I need a creative accountant to know what's going on.

    juliamc
    Rank 20
    juliamc
    Rank 20
    October 28, 2022

    Hi @Paul Ivor You are seeing this in real time ! First screen was the position before your DD came in, second screen has your DD of £118. Both show the refund of £66 going out to your bank.

    The details in the breakdown shows the money coming in. That’s the way OVO do it as per government guidelines for DD customers.

    **update** what makes you say the DD shouldn’t be there ?

    H
    Newcomer
    Haz
    Newcomer
    October 28, 2022

    I hope you can help me clarify my payments.

     

    I received the £66 in my bank account on 17th Oct, then it has been added to my energy bill, which was confusing.

    I understand now understand from previous posts here that there should also be a deduction of £66 in my energy bill, which all offset each other but I don’t have it (see below).  Do you think it will be updated nearer my billing date, or have I missed something? 
     

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 28, 2022

    Try checking the previous billing period. :)

    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!
    H
    Newcomer
    Haz
    Newcomer
    October 28, 2022

    Hi, thanks it was in the pervious billing period.  
     

    I’m sure it’s all processed in this way for a very good reason, but how confusing for the consumer.  Not the best customer journey.  
     

    thanks again. 

    C
    Newcomer
    Coljenks
    Newcomer
    October 29, 2022

    These comments still don't make sense. Like any standard double entry accounting you get your start balance, add any credits to it then take away any deductions. If you apply the -66 as a credit your final balance should be 132 more than it actually shows. Ignoring the payment to the bank There should be 2 entries on my account for it to make sense.  A credit of 66 and then a deduction for the refund.  These should show against the month they are actioned and every example shown only shows the single entry with everyone's balance 66 quid short.

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