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Rank 1
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
  • 34457 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
S
Newcomer
susanneblue80
Newcomer
October 6, 2022

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.

    B
    Newcomer
    bkkc
    Newcomer
    October 6, 2022

    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. 

    juliamc
    Rank 20
    juliamc
    Rank 20
    October 6, 2022

    Do 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.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 6, 2022

    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.

    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.

    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!
    juliamc
    Rank 20
    juliamc
    Rank 20
    October 6, 2022

    You beat me to it again blast!

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 6, 2022

      The user mentioned on another thread that their DD was taken from the bank on the 28th September. :)

      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!
      Blastoise186
      Super User
      Blastoise186Super UserSolved
      Super User
      October 7, 2022

      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:

       

      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!
        M
        Rank 1
        mecclesAuthor
        Rank 1
        October 7, 2022

        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.

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 7, 2022

        The 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.

        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!
        M
        Rank 1
        mecclesAuthor
        Rank 1
        October 7, 2022

        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?

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