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

Yes, so your energy bill is reduced by the £67 and then this is paid back to you. It’s slight different for those not on dd

Thank you for your response.They applied this valve to my account, so there’s an extra charge. I have returned the money, and the balance restored as before.

It’s barmey that OVO have confused so many people by refunding the £66/£67 to dd customers and obviously not explained it sufficiently. Maybe there could be an explanation on the phone line along the lines of ’if you’re a direct debit customer and you’ve seen £66 or £67 refunded to your bank, don’t worry: this is correct, your ebss has been paid into your account and you can see it in your Charges detail’. 
The phone lines are busy enough without that added in.

You can’t win. There are some who’d like to see the rebate added to their account balance, while others would complain that ‘OVO is hanging on to my money’ if that happened. Some would say ‘deduct it from my DD,’ but what if it’s more than the DD? ‘Just pay it into the bank account and leave it out of the account completely’ - fine for those who have an account registered with OVO, but what about the rest? And where’s the audit trail showing that OVO did its job of passing the rebate on to the customer?? 

I reckon OVO have hit on the best solution for the greatest number of users, even though the most complaints are from DD customers who didn’t follow that trail. It’s explained well on the website, but not anywhere that I could find on the Android app.

Is it just our account or have anyone not had there monthly direct debit taken out on the set day ? Has OVO refunded money back to anyone else leaving there account in debt through no fault of there own ? This has been raised with OVO Energy on several occasions but they seem slow on coming up with a resolution too what happened there end. A complaint has been sent 48 hrs ago but haven't had a acknowledgement email.

Thanks

Not sure why your direct debit would not be taken but the refund could be from the Energy Support Scheme. 

The refund is including the Energy Support Scheme and all the funds was in the bank account to be taken. It still doesn't change the fact by OVO Energy doing this it has left our account in debt through no fault of our own. I've been with OVO for years and never ever have had a problem til. I had to ask the same advisor twice to send a email confirming what figure amount to disregard until a resolution has been sorted. Only for this advisor to hang up after doing so

Hey @Karen78,

Really sorry to hear this,

I’ll get Forum_Support to reach out, please keep an eye on your private messages.

Hope this helps. 

Thankyou Emmanuelle_OVO

Hi

New to OVO and they’re working very differently to Southern Electric however I can see a -£67 “Balance Adjustment” on my bill - but my DD went out on 20th Jan and as of today the £67 hasn’t reappeared in my bank account. SE used to debit the DD and repay the amount the same day so this is leaving me a little nervous … I’ve seen the 3-5 days quoted so have sat quietly since I was told that … but now getting a bit anxious as I could do with that back in the account. 
Thanks