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:
I have not been given the £66 government payment but have had £66 taken out of my balance. So does that mean that they now have to give me £132? For the first payment, who is getting the interest on the money and where has it gone?
+9Hi
Did you check the Charges in detail section by any chance? It should show a credit with the line entry Energy Bill Support Scheme.
OVO won’t get any interest out of this - the government insisted on clawing back any and all interest that OVO might earn from it.
+9Howdy
Please post screenshots of your Billing Details from MyOVO. We’ll see if we can figure this out.
https://account.ovoenergy.com/billing-details
You’re specifically looking for something like this example.
It sounds like the Energy Bill Support Scheme has been delivered though and £66 went back to your bank account.
+9Try tapping See details for both the 28 Oct 2022 - 28 Oct 2022 and 28 Sep 2022 - 27 Oct 2022 periods. If you then scroll down, it should show up under one of them.
If you still can’t find it, OVO’s Support Team will be happy to try and track it down for you. If it didn’t come through for some reason, they’ll also be able to force it through manually.
+4Hey
Are you able to select ‘see details’ and send us a screenshot?
Also are you able to check the same on the Online Account?
Let’s get to the bottom of this!
Just checked the one before in the break down and it shows £66 going into the account. But why would it go straight back out?
My app seems to be different each time I look at it this morning. Although it still shows -£66 out the closing balance has gone up by £66!
+8It’s not the clearest way of stating it but that is the £66 being paid to you, then goes from your OVO account into your bank.
Although it now shows a direct debit £118 which should not be there. Looking at the amounts I still can't work it out. I think I need a creative accountant to know what's going on.
+8Hi
The details in the breakdown shows the money coming in. That’s the way OVO do it as per government guidelines for DD customers.
**update** what makes you say the DD shouldn’t be there ?
I hope you can help me clarify my payments.
I received the £66 in my bank account on 17th Oct, then it has been added to my energy bill, which was confusing.
I understand now understand from previous posts here that there should also be a deduction of £66 in my energy bill, which all offset each other but I don’t have it (see below). Do you think it will be updated nearer my billing date, or have I missed something?
Hi, thanks it was in the pervious billing period.
I’m sure it’s all processed in this way for a very good reason, but how confusing for the consumer. Not the best customer journey.
thanks again.
These comments still don't make sense. Like any standard double entry accounting you get your start balance, add any credits to it then take away any deductions. If you apply the -66 as a credit your final balance should be 132 more than it actually shows. Ignoring the payment to the bank There should be 2 entries on my account for it to make sense. A credit of 66 and then a deduction for the refund. These should show against the month they are actioned and every example shown only shows the single entry with everyone's balance 66 quid short.
+9They do show at the point of action. It’s just that in some cases, it applies across two billing cycles.
Most people who came here figured it out pretty quickly after the forum volunteers stepped in!
It also kinda helps if you read the Charges in detail properly too. Not just the summary!
Some explanations on forum dont make sense. Government support £66 taken off bill so my credit is now £66 less (fact), but it was not added in the first place! Simple maths, you must add something before taking it off if its a credit. All they have done at the moment is take £66 off my ‘in credit’ balance (my own money) and paid it into my bank account. Therefore, no benefit to me! Am I missing something?
+8Quite possibly ! Have a look at Charges in detail. It should show Energy Bill Support Scheme shown as ‘-£66.00’ as a negative charge (I know!) ie a payment into your account.
This was mine:
My account shows I have been rebated £66 to my bank but that has reduced the credit balance on my OVO account and now OVO are demanding an increase in my monthly direct debits. You have given me back the £66 from my own credit balance. There is no entry in the OVO account showing a credit from the government of the £66. Where is that money?
+9OVO don’t appear to want to answer
This forum isn’t an official support channel as such. Most of the replies you’ll get here are from forum volunteers such as myself and Julia.
If you need an official OVO response, your best bet will always be https://help.ovoenergy.com .
+9That’s expected. You should never call any energy supplier on a Monday. Literally everyone does that and you WILL get snarled up in massive queues.
Your query doesn’t sound like it’s an urgent one, so you might want to try again later in the week.
I can see the £66 deduction from my positive balance with OVO. That came into my bank account. What I cannot see is the government’s £66 going into my OVO balance. As a result OVO’s computer is demanding that I am underfunding my account and must increase my DD.
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