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:
Hi,
I received a bill where refund deducted money instead of adding a money to ma balance.
Therefore I’m in debit instead of in credit
I’m looking forward for anybody from OVO to explain this.
+8The forum is mostly other customers
If you look at a complete bill, you will see that your energy costs have also been reduced by the same amount, hence your total charges being quite low. OVO just decided to refund the support money rather than leave it in your account
Further to that:
“Your energy bill will show your Energy Bill Support Scheme (EBSS) payment into your account and also show it being refunded to your bank if you pay by direct debit”
Well, I have checked my bank account and it wasn’t refunded yet
+8
Further to that:
“Your energy bill will show your Energy Bill Support Scheme (EBSS) payment into your account and also show it being refunded to your bank if you pay by direct debit”
Well, I have checked my bank account and it wasn’t refunded yet
You can check status here https://energy-support.ovoenergy.com/
It normally take a few days to work its way through
I'm having the same problem. In December I had a credit balance of 561. 26. Since then I have used 383.01 in energy and paid 303 in DD. I should have a credit of 481.25. I only have a credit of 280.25. If I add the 3 government payments to that balance, I have a balance of 481.25! Ovo are giving my own money back by deducting it from my credit balance. None of the explanations I've read explain this anomaly. If the government had by passed Ovo and paid me directly, my credit balance would be 481.25! Explanation anyone?
+6
It’s not very obvious and it’s confusing loads of people who have asked the same question.
Please let me know if you find it !
+4It says paid
but will wait few days and see
Have you seen the payment now?
I've asked why my account has been debited and my bank account credited but told that is instead of extra costs.
That's crap as surely the government are paying for this, not OVO
Why am I paying for it with no benefit to me
+6 check your Charges Detail, where you see the VAT (which is added to the charges) you should also see the £67 Energy Bill Support Scheme (which is a reduction on your charges).
It’s not very obvious and it’s confusing loads of people who have asked the same question.
Please let me know if you find it !
So I've got that but still being credited and debited the same so where's the benefit.
I work away from home for 2 weeks at a time and I'm worried about how much gas you think I'm using with thermostat set at below 10C.
I can't see any benefit to me
+6Your charges are being reduced by the £67 each month.
+6The money is being forwarded to your bank account
+6I am just a plain old customer
+6The balance on your OVO account is exactly the same as if the EBSS hadn’t existed - in on one side, out on the other. The difference is in your bank account, where instead of just seeing your Direct Debit going out, you see an OVO payment going in as well. You have £67 of extra tax-free Government money to spend as you like. That’s the benefit.
---- RESOLVED this is a confused (but correct) billing issue ...
I have just noticed that I have been being billed incorrectly since the government support scheme was introduced in October of last year.
The issue seems to be that the government support amount (£66, in my case) is regularly being applied to my bills, resulting in a £66 reduction (labelled ‘Energy Bill Support Scheme’).
However, this exact same amount is then being added to my bill, when calculating the balance (labelled as ‘Refunds’)!! So, in essence, I am not getting anything from the government support scheme.
Is anyone else getting this billing error?
I hope this is a genuine mistake, and not some manner of mass fraud.
I wonder if someone from Ovo could cast some light on this?
+8Hi
In fact, you should see that your energy bill has been reduced by the same amount each month and so the money flows through - it’s just that OVO decided to pay this back as a refund confusing many people. You mention £66 .. that should have increased to £67 after the first couple of months of the scheme
+6Thanks for that Julia
This is incredibly confusing, and seems to be a very convoluted way to apply the refund.
+6I totally agree, because of the confusing way they’ve applied the government money it’s meant the phone lines have been hammered too.
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