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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
Jeffus
Rank 20
Jeffus
Rank 20
January 30, 2023

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

Hi @Akamilly 

When did you transfer to ovo? 

Newcomer
Mattyj_
Newcomer
February 3, 2023

Hi there,

 

Hoping someone can help. Looking at my energy bill and I'm wondering why the £66 I get back from the government scheme is being deducted from my overall credit. I've attached a picture to show what I mean.

 

Cheers,

Matt 

 

BPLightlog
Super User
BPLightlogSuper User
Super User
February 3, 2023

Yes @Mattyj_  you should also see the same amount being taken off your energy charges so it’s paid into your account and then they decided to refund the amount for you to do want you want with it

 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Newcomer
    Shahifa Bi
    Newcomer
    February 7, 2023

    So u have payed my payment to you u havr took it off and you have took the money out twuce for some reason and i want to know why u have

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    February 7, 2023

    Are you asking about the government energy support payment @Shahifa Bi or is this about your normal payment?

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    February 8, 2023

    Hey @Shahifa Bi,

     

    Sorry for the issues you’re having,

     

    If you’re talking about the Energy Bills Support Scheme payment, this topic might be helpful to you:

     

     

    Hope this helps.

    Renewable Energy? Big Fan.
    Newcomer
    splinterz
    Newcomer
    February 8, 2023

    Start with the balance on your account and then factor in your Direct Debit Payment.

    For instance, If you have a £200 Debt, and you paid a £100 Direct Debit, You would have a £100 Debt left on your bill.

    However, there will also be -£67.00 Energy Support Payment and you now have a £100 Debt minus a £67.00 credit. Your final balance for the bill is a £33.00 Debt (Because you were awarded a credit).

    Your provider then returns £67.00 to your bank account as a refund. You balance goes BACK UP by £67.00

    Final Balance: £33 Debt + £67 Refund = £100.00 Debt.

    Another way to think of it is, you were £100 in debt after paying the DD. And you're still £100 in debt on the bill. The difference is: you now have £67 in your bank which you didn't have before. 

      Newcomer
      Scotsdragon
      Newcomer
      February 9, 2023

      Are ovo being doggey here, I moved from edf last month 7th Jan, noticed no DD taken fro. Ovo even though it was set up for the 8th so according to app was going negative, so I put 200 pounds payment in to cover my usage, was charged 164ish for the month leaving me 35 quid credit, my 210 debit went in this month feb  making it 246, the government energy payment of 67 should have been refunded to my account aaccording to ovo message which it has but they have taken it from my balance putting me down to 175  ... which unless I'm mistaken means I didn't get the grant at all OVO have taken it for themselves?

      Firedog
      Super User
      FiredogSuper User
      Super User
      February 9, 2023

      Check the Charges in detail. You should see the £67 as a credit, reducing the amount charged against your balance.
        

       

      Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
      Newcomer
      Scotsdragon
      Newcomer
      February 10, 2023

      Definitely says minus and my credit is down I'll have to call seems strange

      Show more replies
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