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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
Newcomer
Shambolic
Newcomer
November 20, 2022

I started wading through FIFTEEN pages of people trying to understand the most cack-handed, over-complicated shambles of simply applying a refund and I’m still no wiser.

I got a £66 refund last month (as expected) but have now been billed £66 this month. Based on the experience of others, I’ll probably get another £66 refund in the next few days but that will only undo the £66 premium added to my bill so I’ll be no better off, I.e. effectively no refund.

I have used £42 more than my DD but my credit balance has dropped by £108 (£42 + £66) so even if I get the refunded £66, I’m back at square one.

Can someone please tell me in plain language I’m not going insane?

And please don’t cut and paste that extract from the website as my Enigma machine is in getting repaired.

Thank you.

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
November 21, 2022

Hey @Shambolic,

 

That charge for £66.16 is just your energy use for the month. 

 

I can see your direct debit is taken on the 25th of each month, this should trigger a refund as it did last month when the £66 credit is applied to your account. I

Renewable Energy? Big Fan.
Newcomer
Shambolic
Newcomer
November 21, 2022

Hey @Shambolic,

 

That charge for £66.16 is just your energy use for the month. 

 

I can see your direct debit is taken on the 25th of each month, this should trigger a refund as it did last month when the £66 credit is applied to your account. I

I’m not referring to the usage figure of £66.16, I’m talking about the Refunds figure of £66 as shown in the top half of the extract.

They’ve added £66 to my charges so that I’m giving myself a refund!

What a complete mess.

Newcomer
Caroline15
Newcomer
November 23, 2022

I thought the £400 energy price guarantee was help for us to pay bills. But it is getting absorbed into the outstanding balance, making what I owe OVO £66 more each month. Therefore if I have used £250 and my bill was £250 I have been given £66 into my account but my balance shows £66 worse than it would have been, so an outstanding debt to OVO. Can someone explain please 

Jeffus
Rank 20
Jeffus
Rank 20
November 23, 2022

Hi @Caroline15

See if this helps but do come back if it doesn't 

 

    Newcomer
    lwareham
    Newcomer
    November 25, 2022

    I have to say this has confused me as well.  Im still unsure if I am better off or not but have faith that OVO know what they are doing.

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 25, 2022

    Actually, your charges would have been REDUCED by £66 with a line entry -£66 Energy Bill Support Scheme.

    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!
    Newcomer
    andymonty
    Newcomer
    November 26, 2022

    Hi

    I am in the same boat and dont understand

    If i am charged 66 in my bikll and refunded 66 5 days later I am no better off---  and I have nothing more in the details part :)

    Where i was supposed gain money I am apparently even, Can somone help?

     

    Thanks

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 26, 2022

    You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.

    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!
    Newcomer
    andymonty
    Newcomer
    November 26, 2022

    You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.

    Hi Blastoise

    Thanks for coming back to me,  however, if I was credited why did my balance go down - this is what i dont understand

    If i have an opening balance of 200 and a bill of 100 and a dd of 100 - my balance remains the same

    If i have an opening balance of 200 and a bill of 100 and a dd of 100 and a credit of 66 my balance goes up 66

    However my dd was more than my bill and my balance went down.

    yes i get that 66 back - however this is supposed to help. If you take with one hand and give with the other, you are in the same position are you not?

    If you explain i am happy to be wrong 


    Andy

    I think thats clear with it saying OUT next to the figure

     

     

    Show more replies
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd