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:
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).
I pay by DD. My ovo account had £66 removed but not credited to it. My bank received £66. But that is only the £66 they took out. When do I get the £66 credited to my ovo account?
It doesn’t the onus on you as a responsible adult to apportion that money to your bills
+8Not sure what you’re saying?
Sure - I understand that it got paid back to my bank. However, the £66 rebate was deducted and from my overall Ovo account balance - this, effectively, means that the rebate equals £0 in real terms.
I don’t require access to the customer support package and am, fortunately, not in financial hardship. I would, however, like to hear from somebody at Ovo who can explain to me how they’re going to address this issue.
+9There’s no-one available today. However, there’s also no “issue” to address as such. The £66 was paid to OVO by the government. OVO then paid that to your bank account by combining the same mechanism used to deliver the Warm Home Discount (which normally gets delivered to your OVO account) and the standard refund process together.
Thanks for your reply and I do appreciate you taking the time here to try and help.
Looking around at others who’ve raised this topic in different posts it looks like a fairly opaque and, frankly, confusing way of presenting the balance. I’ll keep digging through my recent bills but it would have been useful for Ovo to have been much clearer when presenting changes to account balances.
+8Have a look here:
I’ve posted a pic of my bill- including Charges in Detail where you can see £66 in from the gov, which balanced the £66 refund which goes into the bank just after the DD is taken out
I was looking around to find an answer to the same question. At the moment looks like Ovo has taken the 66 £ from the Ovo balance and moved it to my bank account. This can’t be right.
I have +66 £ in the bank and -66£ in the Ovo balance so completely unclear where the money from the scheme are.
+9Hi
Chances are you actually have had the rebate this month. That refund wouldn’t have triggered otherwise.
Check your Charges in detail section!
https://account.ovoenergy.com/billing-details
Mine is the same. I was £104 in credit, they have put the £66 as a deduction from that.
hopefully they rectify it, as they have just refunded me what i have already paid in!
+9In that case
It’s highly likely you have had the rebate. If you have, we can show you where it appears.
Hi, it’s not ok as the 66£ show are out of my ovo balance and moved to the bank account. The net result is zero. It says “refund” but it’s actually taken from the balance:
+9Also, do you not think that £10.18 Total Charges is a bit low for this time of the month perhaps? That’s a signal to me that your £66 might have been paid into your OVO account prior to the refund being triggered.
Mine is the same. I was £104 in credit, they have put the £66 as a deduction from that.
hopefully they rectify it, as they have just refunded me what i have already paid in!
Mine is the same. I was £104 in credit, they have put the £66 as a deduction from that.
hopefully they rectify it, as they have just refunded me what i have already paid in!
Not sure why its taken £66 off of what i am already in credit with.
the £3.44 is just one days electric usage
+9Well firstly, you need to scroll down further, to see the Charges in detail section.
And secondly, try checking the previous billing cycle too. https://account.ovoenergy.com/billing-history
Make sure to scroll down in all cases!
Well firstly, you need to scroll down further, to see the Charges in detail section.
And secondly, try checking the previous billing cycle too. https://account.ovoenergy.com/billing-history
Make sure to scroll down in all cases!
I have scrolled down.
it still says it has taken £66 from the amount i was in credit with,the £66 has not been “credited” to my account but deducted
+9The idea is that the money goes back to the bank. I suspect your Direct Debit might have been taken on the previous billing cycle and the delivery was staggered over two cycles. Try checking the previous one!
It just says its been deducted.
It should be showing as a credit not a deduction. Now its just shows that my credit i had built up has £66 deducted from it instead of added to it. So from being £104 in credit i am now only £30 something in credit.
+9If there’s an entry for Energy Bill Support Scheme with -£66 next to it, that’s actually a Bill Credit. :)
Pay the money back in and you’ll have £104 again.
Its not a bill credit when its taken from the amount i am already in credit with?
they are just refunding my own money?!
+9They’re not. But if you want someone to check, use the Live Chat at https://help.ovoenergy.com .
Surely if £66 is just taken from my CREDIT whoch then lowers how much i am in credit by and they refund me £66 in the bank then they have just refunded me £66 from the credit i had built up myself.
at no point on my bill does it say £66 has been added
+9The way it works is:
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