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:
The way it has worked:
+9In that case, you need to check with the Support Team. I’m afraid I can’t fix this myself, assuming something actually needs fixing.
I have just spoke to them and they cant explain what has happened. They have said to credit my account with the £66 that was put into my bank if i wish?! What poor service and still none the wiser!
+8Mine 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!
Scroll down past where it says Vat 5% etc to Total Charges £etc
There should be a line there which says Energy Bill Support Scheme -£66
That’s a ‘negative charge’ ie a payment from Liz Truss.
Having just spent the last half hour trying to get my head around this. I think it would be best if OVO just removed the reference to the £66 refund, because it is so confusing.
You should have received £66 pounds into your bank account, which is the EBSS payment.
Any reference to it on your bill just creates total confusion.
If I remove it from calculations everything balances.
Hi all, I do understand everyone’s concern about how it looks like we have paid the £66.00 ER payment from our credit balance, however I think it best to wait the 5 days requested to allow our balance to be rectified. financial systems do have strange anomalies when calculation non direct refunds. I do understand this as I studied computerised financial systems for my IT degree's. please do not shoot the messenger I am just an ordinary OVO customer like the rest of you. I hate stress and just want to install a little calm here. If you still have issues after 5 days then that's the time to lodge a complaint with OVO
+9Can’t be done I’m afraid. That would just cause even more confusion and complaints from people moaning about where their credit has gone.
It also has to be there to provide full transparency as to every transaction.
+8The £66 in has to balance with £66 out. It’s just annoying that the two figures appear on different parts of the bill. Still, at least we’re getting it !!
Hi, I have tried, quite unsuccessfully to sort this out three times now with the online chat.
like many others, I had the £66 deposited to my account and then refunded to my bank. Brilliant
however, even though I have used £13 of energy in October, that amount and that usage is not being debited from my credit balance.
When I speak with Ovo they advise it’s because of the £66 credit. But that credit isn’t there any more, it was refunded! Their accounting is using it twice, meaning they are not correctly billing me.
Help!!
+8Hi
+8That’s such a good point
That’s such a good point
Hi juliamc;
thanks for your heads up, I can confirm that my account has reset itself today and now shows the correct amount. I assume because my account month end date was 14th Oct the weekend slowed down the reset. I don't work for OVO either I am just an ordinary fellow struggler. Stay calm all.
+4Hey
Is this now sorted? If not can you please send us a screenshot of your previous billing cycle and where it says ‘see the charges in detail’. It seems the screenshot you have sent runs from the 15th of the month, it is likely your account was credited before that date.
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!
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!
Let’s get to the bottom of this together.
I have recently contacted OVO as I have not received the first payment of the Energy Bills Support and wondered if anyone has had the same issue as I was advised there was a glitch in their system which would be resolved in the new few weeks. The advisor didn't seem very interested. I was refunded £66 this month a few days after my monthly DD payment came off but the £66 I was refunded was from my own credit balance! I have not had the £66 from the energy bills Support credited to my OVO Account and it is now 18th October. The advisor said give it a few weeks and if not credited by then get back in touch - sorry but I waite3d over an hour on the phone to raise the issue first time round - and they would deal with it straight away, I asked why it couldn't be dealt with straight away now but I was told it couldn't as they needed time to deal with the glitch in their system. Is anyone else having the same problem?
+9Hi
You’ve probably already had the credit for the month! Check your Charges in detail! Here’s an example. :)
There are enough of us having the same problem. There is no credit of £66 appearing on our accounts as a credit of £66 from the Energy Bills Support, what they have done is simply refunded us £66 of our own credit balance. Where is our Energy Bills Support payment of £66 gone. Surely by now and there are enough of us with the same problem, OVO need to have this resolved asap. Where has our Energy Bills Support payments gone as they certainly have not been credited to our accounts so where is our support money. OVO need to have this resolved without any further delay. They money is somewhere but no where it is meant to be , in our accounts to help us with our bills which is what it is intended for.
+8Refunds (date) £66 out
AND there is a corresponding entry under ‘Charges in detail’ saying:
Energy Bill Support Scheme -£66 <----- the EBSS is a negative charge ie a payment from the government.
So nothing to complain about!!
It is the first thing I checked. I wouldn't raise the issue had I not completely checked this out. OVO advisor has advised there is a glitch but asking customers to wait a few weeks is rediculous. Not only have we not had the Energy Bills Support payment credited to our account of £66, we have been refunded £66 of our own credit balance so therefore our own money which is what I and others have clearly stated in our messages. What we would like to know is when will our £66 Energy Bills Support be credited to our accounts . If this is not rectified soon then the same thing will happen next month and our credit balance will be depleted if OVO simply refund our own money back!
There is no corresponding entry under charges! OVO have confirmed there is an issue with certain customers.
+8Ah ha !! Keep us posted then..
My usage for this month so far is £33.47. Looking at my statement it seems to show that Ovo have taken the £66. off my current usage leaving me with a credit figure of £32.53. Which is fine. BUT they've also credited my bank account with the £66. Have they not given me the refund twice.? Thanks
+9Hi
The money was intended to go to your bank account all along. This was just the easiest way for OVO to do it. You’ll have only had the money once.
+4Hey
Is this sorted now?
Are you able to please send a screenshot of your billing ‘charges in detail’ and we can look into this for you? It should appear as a minus which means credit.
I think the real problem is that bills are poorly constructed. Using minus signs when money is put into your account is not a good way of showing it.
An idiot stlye explanation of the way the bills will be worked out should be published directly to all customers.
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