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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
N
Newcomer
NKW2306
Newcomer
October 12, 2022

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).

Thanks Julia. I was wondering when it would show. My DD is due on 16th so I shall look out for it then.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 12, 2022

    Nothing there. My balance has decreased by £66. 

    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! 

    Hi @TarkaD if you post screen shots of your bill we can show you where the credit from the government is.

    I don't work for OVO, i am just a customer like you. The bills can be confusing, you are not alone in not seeing the credit. 

    Happy to help if you like

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 12, 2022

      Please check your CHARGES as well!

      https://account.ovoenergy.com/billing-details

       

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        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        October 12, 2022

        In that case, you should have some money in the bank by the 21st October. :)

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          Jeffus
          Rank 20
          Jeffus
          Rank 20
          October 12, 2022

          Please check your CHARGES as well!

          https://account.ovoenergy.com/billing-details

           

          I think some of the confusion is that on the app the charges section isn't automatically visible unless you click on "See Details". So some people are just looking at the Charges and Payment summary looking at the info they are posting. Hence they never see the credit. 

          I think the "in" "out" is also confusing some people, it confused me to start with 😀

          Also the minus sign for the £66 on the Charges page is easily misinterpreted.

          It might have been easier if OVO had put the credit and debit on the bill in exactly the same place next to each other rather than in separate sections? 

          Firedog
          Super User
          FiredogSuper User
          Super User
          October 12, 2022

          I think the "in" "out" is also confusing some people, it confused me to start with 😀

          Also the minus sign for the £66 on the Charges page is easily misinterpreted.

          It might have been easier if OVO had put the credit and debit on the bill in exactly the same place next to each other rather than in separate sections? 

           

          I agree that it’s the presentation that’s causing the confusion. It would make sense to me if the ‘income and expenditure’ bit were shown first, above the balance sheet. Isn’t this normal practice? You show incomings and outgoings, then show the difference between them on the next page, after the opening balance and before the closing balance. It should also be possible and quite easy to use colour, so that bad bits (expenditure and debits) are shown in red and good bits (income and credits) in black. Or use columns both for outgoings and incomings and for debits and credits. Or both, to make absolutely certain there are no more misunderstandings.

          I’d do a mock-up to demonstrate if I had time.

          Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
            T
            Newcomer
            TarkaD
            Newcomer
            October 12, 2022

            Nothing there. My balance has decreased by £66. 

            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! 

            Hi @TarkaD if you post screen shots of your bill we can show you where the credit from the government is.

            I don't work for OVO, i am just a customer like you. The bills can be confusing, you are not alone in not seeing the credit. 

            Happy to help if you like

             

            Thank you. Here’s a screenshot. Previous month and balance carried forward. The charges for the current period are in line with usage and not been adjusted at all for the credit. 

             

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            October 12, 2022

            You need to tap See Details on the latest period and then scroll down to see the Charges in detail section. Do you then see a line for Energy Bill Support Scheme?

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            juliamc
            Rank 20
            juliamc
            Rank 20
            October 12, 2022

            This really could have been presented so much more clearly OVO !!  

              Blastoise186
              Super User
              Blastoise186Super User
              Super User
              October 12, 2022

              Hi @TarkaD where you see the £66 there’s a microscopic minus sign next to it !!! so although it says ‘out’ it’s actually ‘minus out’ ie ‘in’. 

              This really could have been presented so much more clearly OVO !!  

              There’s an easy fix for that…

               

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