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:
+9I 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.
I’m considering it as a temporary forum guide. I’m currently “locked” in a library after hours right now because I somehow managed to sneak in after the place had closed. I’ve got permission to be in here though, honest guv!
Hi Guys
This is basic maths, a plus and a minus neutralises the numbers. I had already decided to pay the additional £66.00 into my account to reduce my bill. I received the refund into my bank account on 11 Oct and was grateful that OVO was on the ball with the payments. I immediately paid it into my OVO account expecting to see total credit payments this month of £260 (DD) and £66 energy payment. However the ‘Refund’ on 11 Oct of £66 has neutralised the energy payment. My new balance should be
(Starting balance) £789.27 + (DD) £260.00 + (Energy Payment)£66.00= £1115.27 - (Energy usage)£185.29=£929.98.
Instead the ‘Refund’ of £66.00 has reduced my credit to £863.98 which is what it would have been if there had been no energy payments.
OVO you have got your maths badly wrong here it need addressing now before any more payments are released because at this rate your customers are not benefitting from the government intervention.
Your balance
Updated 1h ago
| Starting balance 23 Sep | £789.27 in credit |
| Total charges | £185.29 out |
| Direct Debit 10 Oct | £260.00 in |
| Refunds 11 Oct | £66.00 out |
| Card payment 13 Oct | £66.00 in |
| Today's balance 22 Oct | £863.98 in credit |
+8eg this is mine:
Charges reduced by £66 Energy Bill Support Scheme. Do you have this ?
Thanks
Why on earth did OVO decided to totally confuse people by using this formula to distribute the Energy Payments. Had they just added the £66.00 as a credit to the account in addition to the normal DD, everybody would have understood the maths, but showing it a credit on one part of the bill then a deduction on another is very confusing. OVO’s system of providing a high level overview in the ‘view current billing period’ caused my confusion and did look like the £66.00 payment had been neutralised. Delving deeper into the bill (not something i usually do) did reveal they had added the credit to my bill.
Feel sorry for the contact centre agents trying to explain that one. Hope everyone who is still having issues gets them sorted soon
+8I agree
Glad the blood pressure is returning to normal !
Could someone advise me please as I’m new to the forum but been an ovo customer for 5 years- my DD doesn’t come out until the 26th Oct am I right in thinking that I won’t get my energy bill credit of £66 until the DD has been taken (app 3-5 days after) and then I wait for the credit to be refunded back into my bank account- how long does that take after to be transferred as that takes me into Nov already just for the first refund of the energy support scheme- customer services advised you’ll get it sometime then in Nov and your last payment will be sometime then in April but that takes it out of the Oct - march time frame- could they just not credit the £66 now into my energy account after all it’s not Ovo’s money it’s from the GOV and then transfer it to my bank after my DD, seems a lot of messing about, and I’m also in credit quite a bit and don’t want to be on hold trying to get them to refund this to my bank if we have to request it. Sorry for the long question.
+8Hi
My DD comes out on the 17th of the month and I got the £66 paid into my bank on the 17th. That’s with the Halifax.
As the 26th is this Wednesday I think you’ll get your £66 on Wednesday or thereabouts.
If the DD was later in the month and over a weekend it might have gone over to the following month, but I reckon you’re fine. In fact even next February the 26th is a Sunday so your payments would go through on Monday so still within the same month!
Can you let us know - this would be useful for others in a similar position. Thanks.
+4Hey
Lets get to the bottom of this 🙂
Are you able to send a screenshot of your ‘charges in detail’ and also your previous billing cycle.
£66 should have been added to your account, minus means credited. You should then see that same £66 be refunded after your direct debit for the month was/is taken.
Hi
My DD comes out on the 17th of the month and I got the £66 paid into my bank on the 17th. That’s with the Halifax.
As the 26th is this Wednesday I think you’ll get your £66 on Wednesday or thereabouts.
If the DD was later in the month and over a weekend it might have gone over to the following month, but I reckon you’re fine. In fact even next February the 26th is a Sunday so your payments would go through on Monday so still within the same month!
Can you let us know - this would be useful for others in a similar position. Thanks.
Hi Juliamc
just checked on my online bill and it’s showing payment in of£41.88 (nit sure what that is as no payments have gone into my account ) then a -£66 refund then further under other states £66 EB SS then states total charges -£41.88 I get that some usage and standing charge has come off that to make the -£41.88 so does that mean when they transfer the EBSS only that amount will go over or will it be the £66, I’m still over 3 mths in credit so don’t have a negative balance just wasn’t sure why they hadn’t taken the standing charge and small usage off my credit rather then then £66 or maybe I have got that wrong- sorry it’s all so confusing. It hasn’t hit my bank account yet as my DD doesn’t come out until 26th so will be hoping it goes in after that.
+8That sounds right.. if you look back on this thread you can see my bill.
This is in two parts: the account balance/charges/payments/refunds section; then the Charges in detail section.
There’s a Total credit of £25.07 as the last line of the second section, this is the sum of the charges minus the £66 ebss.
In the first section you can see that £25.07 which because it’s a credit says ‘in’ alongside ie not a charge but money in. The next line is Refund of £66 ‘out’ ie the ebss money being paid to my bank.
Your £41.88 ‘in’ sounds like it’s the same as my £25.07 !! Does your Charges in detail last line read Total credit ? I’m hoping it does !! 🤞🏻
That sounds right.. if you look back on this thread you can see my bill.
This is in two parts: the account balance/charges/payments/refunds section; then the Charges in detail section.
There’s a Total credit of £25.07 as the last line of the second section, this is the sum of the charges minus the £66 ebss.
In the first section you can see that £25.07 which because it’s a credit says ‘in’ alongside ie not a charge but money in. The next line is Refund of £66 ‘out’ ie the ebss money being paid to my bank.
Your £41.88 ‘in’ sounds like it’s the same as my £25.07 !! Does your Charges in detail last line read Total credit ? I’m hoping it does !! 🤞🏻
last line just reads total charges -£41.88, so I’m presuming that’s what’s going to be refunded back- am I right in thinking that?
That sounds right.. if you look back on this thread you can see my bill.
This is in two parts: the account balance/charges/payments/refunds section; then the Charges in detail section.
There’s a Total credit of £25.07 as the last line of the second section, this is the sum of the charges minus the £66 ebss.
In the first section you can see that £25.07 which because it’s a credit says ‘in’ alongside ie not a charge but money in. The next line is Refund of £66 ‘out’ ie the ebss money being paid to my bank.
Your £41.88 ‘in’ sounds like it’s the same as my £25.07 !! Does your Charges in detail last line read Total credit ? I’m hoping it does !! 🤞🏻
last line just reads total charges -£41.88, so I’m presuming that’s what’s going to be refunded back- am I right in thinking that?
Sorry reads total credit £41.88, so is that the amount going over to my bank account or will it be £66 that’s going over. Thanks
Sorry to bring up an older topic, but mine is showing as refund failed. I pay by dd, have had no payment go in. Anyone else had the app show this?
+9Hi
For now, I’d recommend leaving the refund where it is. You’ll probably need it! And to be honest, it’s meant to help with energy bills anyway.
If you’d still like it sent to your bank account, please ask the Support Team for help.
+8No, you’d only be refunded the government £66. The £41.88 is the result of your charge for the month. If it’s negative that’s because your energy costs less than that £66.
If you put a pic of it on here (no personal info like account number) I’ll just check and be sure if you’d like.
+8Perfect
So just looking at the ‘Charges in detail’ section: all your electricity and gas charges plus VAT add up to £23.12, (all shown as positive numbers). You’ve been given the government £66 (shown as negative as it’s the opposite of a charge, ie money in).
I hope I’m not making this more complicated than it is !!
So with 66.00 in and 23.12 out you end up with 41.88 in
Your bottom line says Total Credit £41.88 in
Now going back to the other section: You start with your balance in credit (136.63), then add the ‘charges’ which in this case is another credit (the 41.88 in), they add up to 178.51, that £66 is refunded to your bank, so 178.51 - 66.00 = 112.51. So the account is still £112.51 in credit.
Phew !
Of course all this is updated daily so the numbers will be slightly different today, but your original question about the date of getting the £66 is answered too. It will go out on 26th.
You’re wonderful, you should work for OVO better still our government you'd do more of a sterling job 😊 thanks for your help in this, much appreciated.
My October account has the £66 energy rebate deducted from it but no where has £66 been credited.
The bill says “refund: -£66” and the total is only the amounts I paid in minus £66.
I called and was told this is a credit, but it’s actually a debit. Anyone else checked?
Mine is the same. A negative refund is a charge and is reflected in the total. I am in credit but by £66 less than I should be. I understand £66 will be refunded to my bank account in a few days but it seems my usage is higher by that amount so am I actually getting anything back at all.
My October account has the £66 energy rebate deducted from it but no where has £66 been credited.
The bill says “refund: -£66” and the total is only the amounts I paid in minus £66.
I called and was told this is a credit, but it’s actually a debit. Anyone else checked?
I had the same issue but I think I now know what's happening. On my current balance I also have £66 debited and it reduced my credit balance BUT on looking closer my bill up to 23 October is actually reduced by this amount, it is then added after this date and will be refunded into my bank account, which is what I believe is supposed to happen. It will be interesting to see going forward if we get a reduction in the bill then a charge then a refund to our banks.
I am having the same issue. I have scrolled down to see more details but the math doesn’t add up. My bill is only £45 and I’m being deducted. Am I supposed to receive credit in my bank account? I hope Ovo solves this. I can’t believe they are able to steal money from customers in this way if not.
+9Show us your billing info in MyOVO please. We’ll figure this out. We especially need to see the Charges in detail section.
I have received £66 into my account.
I have see deduction of £66 on charges and have understood this.
but then on my balance the have taken another £ 66 off which means it does not balance out correctly
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