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

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Hey @lee.b,

Welcome to the OVO Online Community. 

If you are on the App, try checking the Online Account. View the full billing summary and ‘charges in detail’ you’ll see it there 😃

I am lost now . When do you get 67.00 payment is it the day you pay your direct debit ?

and if you are on universal credit. Do I have to claim 140.00 warm home discount or not ? 
 

sorry if these questions have been answered 🤪

Hi @westsidelodge ,

The £66/67 will be paid automatically back to your bank account a few working days after the Direct Debit goes through - usually within 10 working days tops.

As for the WHD, you’ll get that automatically if you qualify, no application or manual claim required.

Got it , Thank you for prompt answer. 

So confused and still can’t see an answer here. 
 

£463.34 my money credit 

£191.00 my money in direct debit

£16.06 charges not sure what for yet

£66.00 paid into BANK ACCOUNT

I should have £670.34 without the government £66 payment credit but now only have £604.34!!!!! And no Government payment. 

why have I been refunded my own money into my bank and not given the government £66 October payment? It makes no sense. 

I then go to credit back my bank account with my credit money so I have control as this has annoyed me and on the refund page on OVO accounts shows I can only transfer back maximum of £35 what is going on…, seriously.

hoping someone can shed some light here. I have never had an issues with OVO until I see my account and the many comments here. Trying to call is impossible 😤

Your balance

Updated 6h ago

Hi @Coello

I don't work for OVO, i am just a customer like you. 

I am happy to explain if it would help.

A. STARTING BALANCE This is the balance from your last bill.

B. TOTAL CHARGES This is the £66 pound from the government MINUS the cost of the energy you have used since your last bill. This is where the £66 pound was credited to your account that you can't see on this particular page. So i can see you used £66-£16.06=£49.94 worth of energy at the time you created the screen shot since the last bill. Look at the Charges section. It will look a bit like this:

D. DIRECT DEBIT This is your regular direct debit

E. REFUNDS The is OVO taking the £66 from the government (see B) and putting that money in your bank account. You should see that money in your bank account now or in a few days time if it is not already there.

So basically the government put the £66 in at "B" and OVO took it out and put it in your bank account at "E"

Your separate question on refunds. Online you can only withdraw money if it leaves circa 3 times your direct debit as remaining credit. If you want to withdraw more than that you have to contact the OVO Support Team.

Feel free to keep asking questions if anything is not clear. The bills are a bit difficult to follow, quite a few people are struggling, you are not alone. I can see the money from the government has been added to your ovo account and then taken out to put in your bank account. 

I also have the same question. My credit balance has decreased by £66 overall. Surely it should increase, and then for the money put in my account it should decrease, i.e net nil effect on my ovo credit. Please explain why there is not a corresponding credit on my account to offset the deduction! 

I’m still waiting for the £66. It says on the front page from the 1st October but I’ve not seen it in either my bank or the system. How is everyone else getting on? 

Do you pay by direct debit ? If so the £66 gets paid in after the DD is received. Then it’s swept out again into your bank account (which will take up to 5 days to clear).