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

Hey @CatalinM,

Sorry for the issues you’re having, 

When did your direct debit come out this month? Your refund should have been paid into your bank account within 3-5 working days of the direct debit clearing in your OVO account. We have had some customers on the Forum report that they’ve received their payments slightly delayed this month. 

Please keep us posted, if you have any issues I'd advise contacting Support. 

I dont have direct debit, i top up from the app.

The payment you are receiving is coming from the money you pay in.  OVO are just refunding some of your direct debit rather than crediting it to your account.  Meaning you’ll see the same charges are being applied and you will hve to make up the £66 again at some point.

EDF are doing it correctly and i imagine ofgem the energy regulator will set it at some point and EDF will get a slap on the wrist for taking government money and not paying it out to its customers.

Sneeky of them.

If you top-up via the app, you’re probably with Boost. You can contact them on 0330 102 7517 or via Live Chat at https://boostpower.co.uk .

You can see the money coming into your account in the Charges in Detail section. It’s taken off your charges, and has caused no end of agro with people not seeing it.

I have been calculating my incomings and outgoing on my account and it seems that this government scheme money that we are receiving is coming out of my own account credit is this what should be happening because from what I have read it should be separate from our accounts? 

You should see a credit against your energy use and then that is refunded to your account if you’re on direct debit like this 

It’s a mess. I’ve just come over from SSE, just waiting for my credit to run out and I’m off to another provider.

SSE has been taken over by a company just not as good.

I am also having this problem with my billing, have been battling with Complaints team for weeks, only to be told yesterday that I am just ‘not understanding’ the bills by some patronising little complaints handler who refused to put me through to anyone more senior. They are definitely doing it wrong, I’ve had this confirmed by a big brained colleague who has a PHD.

They are refunding the money back to my bank account correctly, and the billing in Sept/Oct was correct, showing the Government Scheme as -£66 (credit) on the charges section. HOWEVER, since then they’ve ‘forgotten’ to put it on there, then tried to correct it by putting it on there twice, but each time there is also a ‘refund’ of £66 or £67 going ‘OUT’ (same direction as charges as a debit) which is the wrong way - it should be ‘IN’ (credit) - and it should EITHER be under the charges OR on the summary but not both and certainly not the wrong way round! My account is now in around £50 debit when is should be around £80 credit. I’ve got to wait until 2nd Jan to complain to the Energy Ombudsman but I would urge everyone to check their bills again because it sounds like this is a systemic issue and could have dramatic consequences for people who are already struggling.

If like me you are experiencing this issue and not getting anywhere with OVO customer services or complaints, please email your MP, the regulator, the media - anyone! - as I have done today to try and get this some visibility. Basically, OVO are taking the government money, giving it to us, then taking it back from us again as an additional charge on our accounts. 

@GnomeG  Would you please post screenshots of your billing history for the periods when you say this has been wrong. Be sure to include the whole of the Balance  and Charges panels, like this (from my PC):