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£66 government energy bills support scheme deducted from my OVO account balance not added?

Forum|Forum|3 years ago
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:

Show previous replies

aviatormja

Newcomer

Hi Blastoise, I disagree. If it credited to my account then my balance at the time would have gone from circa £159 in credit, to circa £225 in credit.

But it was charged, not credited. so £159 Credit effectively became circa £97 in credit before monthly DD went in.

Yes, £66 was refunded to my bank, but that only makes up what you charged me, it’s never been an actual credit to my balance.

Why dont OVO just; a) refund £66 to bank after DD is paid or b) just credit each account with £66?

What you’ve actually done is resulted in net Zero assistance for everyone.

aviatormja

Newcomer

Also, nowhere on my account is there anything detailing a credit as per the example you’re showing. Nothing at all.

Blastoise186

Super User

I don’t work for OVO myself and can’t access your account as I’m just a forum volunteer.

If you cannot find any traces of the credits, please let the Support Team know. They will be able to investigate and force the credits through if it didn’t deliver automatically.

OVO also initially started by refunding you after the DD came through. But people got impatient and started complaining about it taking too long, so OVO’s been working on tweaking it in the background.

It’s ultimately being done this way to provide full transparency about exactly what’s happening. I’ve had two payments through now without issue - but the government wants the money to land in your bank account. That fact, means OVO cannot just credit your account and leave it there.

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!

Jeffus

Rank 20

Also, nowhere on my account is there anything detailing a credit as per the example you’re showing. Nothing at all.

Hi @aviatormja

Let's see if i can help at all?

What are the start and end dates of your last billing period?

juliamc

Rank 20

@aviatormja is there a line on your Charges in Detail section ? Your Total charges are £37.52 which is low compared to your Direct Debit of £110. Have a look at the detail and there should be Energy Bill Support Scheme -£66 which is a negative charge ie a payment into your account.

aviatormja

Newcomer

Ok, so the -£66 was CHARGED on the bill dated 24th October.
On 23rd October I was £159 IN CREDIT, the balance at the end of 24th October was £97 in credit, once some usages were also charged.

This to anyone who can add/subtract is a glaring LOSS of £66.

even if it was refunded to my bank, I’ve only broken even and not physically received the promised assistance of £66.

I am showing no detailed credit details anywhere, even if I was, the end result as it stands today, is still the same.

Jeffus

Rank 20

Ok, so the -£66 was CHARGED on the bill dated 24th October.
On 23rd October I was £159 IN CREDIT, the balance at the end of 24th October was £97 in credit, once some usages were also charged.

This to anyone who can add/subtract is a glaring LOSS of £66.

even if it was refunded to my bank, I’ve only broken even and not physically received the promised assistance of £66.

I am showing no detailed credit details anywhere, even if I was, the end result as it stands today, is still the same.

Hi @aviatormja what are the start and end dates of the billing period above?