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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
juliamc
Rank 20
juliamc
Rank 20
February 10, 2023

@Scotsdragon you really don’t need to call OVO about this. The way OVO deal with the £67 is to REDUCE your charges by that amount each month. You see the entry to reduce them where the VAT appears on you charges - look at ‘See details’ on your online account. The balance section does show that your credit is reduced because the money is paid to your bank, but at the same time your charges are also reduced. No fraud, just a very confusing way of showing the payment. 

Newcomer
Future88
Newcomer
February 22, 2023

Like many people on the forum I to would like an answer a proper answer unlike the zero reply from customer service why does OVO give money with the left hand then take it away with the right. In fact getting NO rebate from the goverment as many people said a right con. OVO must be coining it.

 

juliamc
Rank 20
juliamc
Rank 20
February 22, 2023

OVO pay the rebate as a reduction on your charges. Have a look at the charges detail for the last several months. It should appear where the VAT is shown. It might help to download the bills so you get the whole picture 

All the energy retailers have to keep the ebss money separate from their own finances and pay back to the government any interest that accrues btw. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    February 22, 2023

    Make sure to check https://energy-support.ovoenergy.com too! It’ll tell you exactly where the money goes.

    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!
      Newcomer
      Future88
      Newcomer
      February 22, 2023

      I have checked my accounts, bank and OVO. In one instance the bank shows a credit of £**, checking OVO account credit value it shows exactly the same amount deducted from my credit. As I see it the net result is £0. 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 22, 2023

      Did you use the tool I mentioned?

      The whole idea is that the money goes to your bank account. That tool will explain exactly how it was done for your account specifically.

      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
        February 22, 2023

        Have you looked at the screen you get when you click See Details then scroll down to the VAT

         

        juliamc
        Rank 20
        juliamc
        Rank 20
        February 22, 2023

         

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        February 22, 2023

        I have checked my accounts, bank and OVO. In one instance the bank shows a credit of £**, checking OVO account credit value it shows exactly the same amount deducted from my credit. As I see it the net result is £0. 

        The thing it looks like you’ve possibly missed @Future88 is something mentioned earlier by @juliamc. 
        Alongside the refund you will also have the same amount deducted from your energy use. It isn’t easy to see but you should have less of a bill. 
        That gives you your money from the government which is then paid back to your bank

        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 23, 2023

        Hey @Future88,

         

        Sorry for the issues you’re having,

         

        This similar thread might be helpful to you:

         

         

        Renewable Energy? Big Fan.
        Show more replies
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