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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
Newcomer
Future88
Newcomer
February 23, 2023

Hi all

I have spent time investigating all invoices and have found that the way the bills are displayed are confusing but I have established where all the monies are going. The bills shown ARE correct and the refund is also correct. Thanks to all who spent the time replying. 
unless you itemised every aspect it is difficult to spot it, I was not alone asking the question I hope other people spot the way out.

thanks

regards

future88

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    February 23, 2023

    Hi all

    I have spent time investigating all invoices and have found that the way the bills are displayed are confusing but I have established where all the monies are going. The bills shown ARE correct and the refund is also correct. Thanks to all who spent the time replying. 
    unless you itemised every aspect it is difficult to spot it, I was not alone asking the question I hope other people spot the way out.

    thanks

    regards

    future88

    Good to hear. Thanks for letting us know. 

    Newcomer
    Where does the money go
    Newcomer
    March 2, 2023

    Hi all, I paid my monthly bill before the government grant went in so was £67 in credit.

    I checked in throughout the month and that money gradually dwindled to a £27 debt just before I gave meter readings.

    I checked usage figures and was pretty much the same as the month before but the grant money had disappeared,  can anyone enlighten me?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    March 2, 2023

    Hi @Where does the money go ,

    The government money actually goes back to your bank if you pay by DD. Otherwise, it goes on as an account credit.

    Can you show us what you get when you use https://energy-support.ovoenergy.com ?

    Other than that, OVO’s system runs on Live Billing, so your account balance gets updated daily based on meter readings and other factors.

    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
      Where does the money go
      Newcomer
      March 2, 2023

      Thank you Blastoise186 for your reply

       

      Hi @Where does the money go ,

      The government money actually goes back to your bank if you pay by DD. Otherwise, it goes on as an account credit.

      Can you show us what you get when you use https://energy-support.ovoenergy.com ?

      Other than that, OVO’s system runs on Live Billing, so your account balance gets updated daily based on meter readings and other factors.

       

      Thank you for your quick answer, that link is useful, I'm not exactly good at reading the bills, or making sense of the summaries they give me, it all comes down to trust I suppose.

       

      Newcomer
      caron.r
      Newcomer
      March 2, 2023

      It appears if your OVO account is in credit they take the £66 from the balance before putting it in your bank account. This would work if you owed them money, but not when you are in credit. They are giving you your own money, unfortunately the call centre staff cannot adequately explain what is happening. What happens when they take the money back in the future that you have not had?

       

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      March 3, 2023

      Hi @caron.r,

       

      This sounds like the correct process. It’s explained here:

       

       

      In short: it goes into your OVO account, then out of your OVO account to your bank account. 

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        Newcomer
        caron.r
        Newcomer
        March 3, 2023

        Hi, but it is not actually going in to my OVO account it is being taken off my credit balance, there is nothing going into my OVO account. 
        thanks

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        March 3, 2023

        Could you check what you get under https://energy-support.ovoenergy.com for us? It should tell you where the credits are going.

        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!
        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        March 3, 2023

        Hi, but it is not actually going in to my OVO account it is being taken off my credit balance, there is nothing going into my OVO account. 
        thanks

        If you download your bill you should see your energy use reduced by the same amount. Sometimes the payment is in earlier or later monthly bills so it would be good to check 

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
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