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:
+8Gordon Bennett - just wait !!! All will sort itself out !!! OVO is not ripping you off £66.
+9OVO would have happily left it in your OVO account, but the government decided the smart move was to instead put the money into your bank account. OVO’s only choice in the matter was how to put the money back into your bank account.
Gordon Bennett - just wait !!! All will sort itself out !!! OVO is not ripping you off £66.
Helpful !!!! Not !!!
+9It’s fine. We’ve just seen a LOT of people this week with the exact same question. :)
+4Hey
Thanks for your question.
When you see a minus on your account, this refers to a credit. I’d advise checking your previous billing period as this should show the money in.
Are you able to log into your Online Account and send a screenshot similar to
OVO would have happily left it in your OVO account, but the government decided the smart move was to instead put the money into your bank account. OVO’s only choice in the matter was how to put the money back into your bank account.
Please see my response on this similar thread:
The money will get added to your OVO account and this will then trigger a refund. Once your direct debit has been taken for the month the money will be added to your bank account within 3-5 days. This is how we were advised to process the payments.
Hope this helps.
Money was taken from my account on 28th Sept, according to all articles published ovo have said it will be back in your account within 5 working days, I'm still waiting for mine.
I have seen a payment awaiting to be processed into my bank account, so perhaps if your in credit and you pay by DD, it may go back into your account?
its a strange and confusing way to do it, and even more confusing why they don’t explain.
hope it gets into your account soon.
+8Do you mean £66 was taken on 28th sept? That doesn’t sound right. It should be applied on your October bill according to the gov.uk website.
+9Money was taken from my account on 28th Sept, according to all articles published ovo have said it will be back in your account within 5 working days, I'm still waiting for mine.
Your September payment is probably out-of-scope because the EBSS started on the 1st October. You’ll likely need to wait another month before EBSS delivery starts in your case. Government rules, not OVO rules so I’m afraid you can’t really complain to OVO about it either as it’ll likely be rejected.
+8You beat me to it again blast!
+9The user mentioned on another thread that their DD was taken from the bank on the 28th September. :)
+9Updated 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:
Yes, I’ve looked at the charges.
It details the £90 charge minus the £66 rebate.
But this doesn’t match up with how much the balance has been left with.
£335 +£150 (direct debit) =£485
£485 - £90 (total charges) = £395
£395 + £66 (rebate) = £461
But the balance is only £395. So it looks like they’ve applied the rebate (because it’s shown on the bill), but then deducted it again.
+9The rebate was ultimately intended to go to your bank account. It just goes through your OVO account first for transparency reasons so that both you and OVO’s Support Team can see it’s been delivered.
If your balances don’t look right, it’s almost certainly not because of EBSS. I can’t see any problems here anyway - and a lot of people realised that they made a mistake when they did the numbers again, rather than OVO getting it wrong.
Ah ok, I understood it as it was just being deducted off the account.
So does that mean that the deduction from the account is because it’s been paid into my bank account?
1st £66 - I had the £66 deducted from my bill an then 2 days later £66 was paid into my bank account by OVO and the the £66 was added to my OVO bill? Anybody else have this I presume to £400 = 2 x £66 + 4 x £67 would be deducted from my bill each month not paid to my bank account and added to my bill?
+9Hi
Not quite. The £400 EBSS discount is actually a rebate back to your bank account in most cases where a Direct Debit is active. OVO just pays it to your OVO account balance first for transparency reasons (so you and OVO’s Support Team can see it) and because it’s ultimately the only way OVO can fling money back into your bank account.
This also means the same delivery method can be used for both Direct Debit and on-demand customers, rather than having to do two completely different methods.
You’ve actually had a £66 Bill Credit this month to make up for it and counteract the removed funds so in actual fact, it all balances out. You are right with the numbers though.
Check the Charges in Detail section! You should see what I mean. :)
I was justwondering the reason for this. Went on to my account to see £66 had been added and then - £66 which threw me, so thank you for brining this question up and also to malcombe for answering.
+8Sit tight
It’ll go into your OVO account after your Direct Debit is paid in (assuming that’s how you pay). It’ll appear in OVO then be swept out to your bank account. It’ll take a few days to clear.
I have received a support of £66 within my charges.
However the statement of account shows the £66 added back on such that charges + refund - £66 out equates on statement to full charges without refund.
This government support is effectively given and taken away.
I wasred 55 minutes on the phone without any success
+9Howdy
If you’re paying by Direct Debit, the money is intended to go back to your bank account. You’ll have it within five working days and may spend it however you wish. Alternatively, you’re definitely welcome to pay it back into your OVO account instead or donate it to a charity of your choice.
If you want a good charity to donate it to, try https://www.nea.org.uk/
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