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Camper Sue
Rank 2
September 2, 2022
Solved

Direct Debit review increase even though I'm on variable plan Simpler?

  • September 2, 2022
  • 23 replies
  • 761 views

I’m not on a fixed Tariff, I have smart meters, and although I’m always in credit, in fact recently had a large refund, so why are OVO increasing my direct debt an extra £73? 
I been on the phone to their customer service for over 45 minutes, without speaking to anyone,  appreciate they must be busy but that’s ridiculous. 

Best answer by meldrewreborn

Updated on 07/01/25 by Abby_OVO

 

Your direct debit is not a fixed amount, it is dependent on your usage. The variable tariff rates can also change, going up or down depending on that usage. You can find out what your prices are on the ‘plan’ section of your online account. To find out more about how your direct debit is calculated, check out this helpful tutorial:

 

If you don’t have a smart meter that sends us your readings remotely every day, we’d recommend you submit a manual meter reading this week via your online account.  

 

Ovo have a duty of care, which means because you had a large credit balance they thought it practical to give you a refund, but they also looked further into the future knowing the rises to come, so that’s why you have a £73 increase but this can be adjusted if you start to go into another big credit. In the meantime you can enjoy your refund. Hope this helps Brian

 

23 replies

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DuncanL
Rank 9
September 26, 2022

I think I meant to type Emmanuelle_OVO but spell checker took over

Jeffus
Rank 20
Jeffus
Rank 20
September 26, 2022

The point I was trying to make and which Emmanuel’s_OVO conveniently sidesteps is that OVO is telling people to increase their DDs without telling them what the new prices are.  OVO obviously know the new figures or they wouldn’t be giving the DD advice. A customer service adviser told me my new prices this morning.  Why the secrecy ?  Why did I have to contact an adviser for OVO when every other company has the figures on their websites?

@Emmanuelle_OVO just tagging as the tag above was spelt slightly differently

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
September 26, 2022

Hey @DuncanL,

 

Sorry for the issues you’ve had.

 

I have advised that we are recommending customers leave their direct debit unchanged until they are informed of their new prices. All customers will be contacted directly with their new prices.

 

The direct debit calculator is built into the Online Account, as the Price Cap Guarantee was announced very recently I imagine it would have been difficult to temporarily suspend this. 

 

Hey @DuncanL,

 

Sorry for the issues you’ve had.

 

OVO will be in contact directly with all customers affected by the Energy Price Guarantee with details of their new prices.

 

As this was only announced by the Government very recently, we are working through the finer details. But please be assured, all customers affected will be contacted shortly, if they haven’t already been.

 

Updated on 22/09/22 by Emmanuelle_OVO: 

 

If you pay by Direct Debit, we’d recommend you leave this unchanged until any price changes have been made in October. That way you know you’re paying the right amount. 

 

 

 

The initial direct debit reviews would have been based on the previous price increases which have now been capped by the government. OVO is a very large company and we want to ensure the information we give our customers is accurate.

 

Variable prices vary depending on region, not all customers affected by the Energy Price Guarantee are on variable contracts, some are on fixed. So we need to ensure that everyone who needs to change their plan from fixed to variable is informed. Everyone who is best to stay on their fixed tariff is notified and that all variable customers are told their new, correct rates. 

 

Hope this helps. 

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