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:
+9Gotcha!
If you’re on Smart Meters in Prepayment Mode, EBSS will be delivered to the Electricity meter automatically each month. It will show up as part of the meter credit once delivered and I think you’ll be notified as well.
If the meters aren’t in communication, you’ll get a voucher instead.
Apologies for still being confused. I pad my normal direct debit of £160 this month but when I look online it looks as if the £66 has reduced my existing credit balance. I have not received any payments into my bank account. Please see below
+5Apologies for still being confused. I pad my normal direct debit of £160 this month but when I look online it looks as if the £66 has reduced my existing credit balance. I have not received any payments into my bank account. Please see below
It will take a few days for the 66 to appear in your bank account now you can see it on your balance charge.
+9You’re welcome
Also,
Nt69, this is exactly my question.
Im in the same situation with high credit balance
People on meters or token are being given these as vouchers or free topups, whereas we are being giving our own money back. Surely if we are to be be given our share we should have our refunds but our balances shouldn’t show as a decremented.
+9Surely if we are to be be given our share we should have our refunds but our balances shouldn’t show as a decremented.
Congratulations! You just granted yourself a license to print money from nowhere!
That’s not actually how it works though.
Yes, a refund does get triggered which knocks £66 out of your balance, but it’s also cancelled out by a £66 Account/Bill CREDIT, like in this example below. The second refund was triggered manually by me, so please disregard that one.
As a result, you are NOT refunding your own money. You are refunding the EBSS money from the government.
+4Hey
Welcome to the OVO Online Community.
If you are on the App, try checking the Online Account. View the full billing summary and ‘charges in detail’ you’ll see it there 😃
I am lost now . When do you get 67.00 payment is it the day you pay your direct debit ?
and if you are on universal credit. Do I have to claim 140.00 warm home discount or not ?
sorry if these questions have been answered 🤪
+9Hi
The £66/67 will be paid automatically back to your bank account a few working days after the Direct Debit goes through - usually within 10 working days tops.
As for the WHD, you’ll get that automatically if you qualify, no application or manual claim required.
So confused and still can’t see an answer here.
£463.34 my money credit
£191.00 my money in direct debit
£16.06 charges not sure what for yet
£66.00 paid into BANK ACCOUNT
I should have £670.34 without the government £66 payment credit but now only have £604.34!!!!! And no Government payment.
why have I been refunded my own money into my bank and not given the government £66 October payment? It makes no sense.
I then go to credit back my bank account with my credit money so I have control as this has annoyed me and on the refund page on OVO accounts shows I can only transfer back maximum of £35 what is going on…, seriously.
hoping someone can shed some light here. I have never had an issues with OVO until I see my account and the many comments here. Trying to call is impossible 😤
Your balance
Updated 6h ago
| Starting balance1 Oct | £463.28in credit |
| Total charges | £16.06in |
| Direct Debit10 Oct | £191.00in |
| Refunds11 Oct | £66.00out |
| Today's balance12 Oct | £604.34in credit |
+5So confused and still can’t see an answer here.
£463.34 my money credit
£191.00 my money in direct debit
£16.06 charges not sure what for yet
£66.00 paid into BANK ACCOUNT
I should have £670.34 without the government £66 payment credit but now only have £604.34!!!!! And no Government payment.
why have I been refunded my own money into my bank and not given the government £66 October payment? It makes no sense.
I then go to credit back my bank account with my credit money so I have control as this has annoyed me and on the refund page on OVO accounts shows I can only transfer back maximum of £35 what is going on…, seriously.
hoping someone can shed some light here. I have never had an issues with OVO until I see my account and the many comments here. Trying to call is impossible 😤
Your balance
Updated 6h ago
| Starting balance1 Oct | £463.28in credit |
| Total charges | £16.06in |
| Direct Debit10 Oct | £191.00in |
| Refunds11 Oct | £66.00out |
| Today's balance12 Oct | £604.34in credit |
Hi
I don't work for OVO, i am just a customer like you.
I am happy to explain if it would help.
A. STARTING BALANCE This is the balance from your last bill.
B. TOTAL CHARGES This is the £66 pound from the government MINUS the cost of the energy you have used since your last bill. This is where the £66 pound was credited to your account that you can't see on this particular page. So i can see you used £66-£16.06=£49.94 worth of energy at the time you created the screen shot since the last bill. Look at the Charges section. It will look a bit like this:
D. DIRECT DEBIT This is your regular direct debit
E. REFUNDS The is OVO taking the £66 from the government (see B) and putting that money in your bank account. You should see that money in your bank account now or in a few days time if it is not already there.
So basically the government put the £66 in at "B" and OVO took it out and put it in your bank account at "E"
Your separate question on refunds. Online you can only withdraw money if it leaves circa 3 times your direct debit as remaining credit. If you want to withdraw more than that you have to contact the OVO Support Team.
Feel free to keep asking questions if anything is not clear. The bills are a bit difficult to follow, quite a few people are struggling, you are not alone. I can see the money from the government has been added to your ovo account and then taken out to put in your bank account.
Nothing there. My balance has decreased by £66.
I also have the same question. My credit balance has decreased by £66 overall. Surely it should increase, and then for the money put in my account it should decrease, i.e net nil effect on my ovo credit. Please explain why there is not a corresponding credit on my account to offset the deduction!
I’m still waiting for the £66. It says on the front page from the 1st October but I’ve not seen it in either my bank or the system. How is everyone else getting on?
+8Do you pay by direct debit ? If so the £66 gets paid in after the DD is received. Then it’s swept out again into your bank account (which will take up to 5 days to clear).
Do you pay by direct debit ? If so the £66 gets paid in after the DD is received. Then it’s swept out again into your bank account (which will take up to 5 days to clear).
Thanks Julia. I was wondering when it would show. My DD is due on 16th so I shall look out for it then.
+5Nothing there. My balance has decreased by £66.
I also have the same question. My credit balance has decreased by £66 overall. Surely it should increase, and then for the money put in my account it should decrease, i.e net nil effect on my ovo credit. Please explain why there is not a corresponding credit on my account to offset the deduction!
Hi
I don't work for OVO, i am just a customer like you. The bills can be confusing, you are not alone in not seeing the credit.
Happy to help if you like
+9+9In that case, you should have some money in the bank by the 21st October. :)
+5I think some of the confusion is that on the app the charges section isn't automatically visible unless you click on "See Details". So some people are just looking at the Charges and Payment summary looking at the info they are posting. Hence they never see the credit.
I think the "in" "out" is also confusing some people, it confused me to start with 😀
Also the minus sign for the £66 on the Charges page is easily misinterpreted.
It might have been easier if OVO had put the credit and debit on the bill in exactly the same place next to each other rather than in separate sections?
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