Card payment still not showing- Is this affecting other customers?

I'm on pay monthly direct debit. I decided to make an extra payment to put more money in my account. Usually it shows within a couple of hours but it still isn't showing. That was 2 days ago. Why hasn't my credit balance been updated?

I talked to a customer service rep using the online chat after getting past the bot but got the same response i.e. talk to another department tomorrow. I experienced this last summer being sent into an eternal loop of being passed from the department to department and It took hours and hours and many weeks until it was sorted, always been told “give it a couple of days.”

My bank account statement shows that ovo has taken the money from my bank account. So why doesn't it show on my ovo account?

Having no true customer service that can service the customer for my energy via chat, telephone… It makes me very nervous I know question whether it's worth staying with over for the sake of power move or switching to a supplier which can give me certainty of support. After all, what price for peace of mind? I know that sounds like a tough thing to say but that's how this ongoing issue makes me feel. Sorry.

If there's anyone out there who can help with this matter, I would truly appreciate it.

Thank you