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E
Rank 1
enlighten me
Rank 1
November 22, 2020
Solved

I have lots of credit in my OVO online account - why are you suggesting a large increase in my monthly Direct Debit payment?

  • November 22, 2020
  • 75 replies
  • 3864 views

why do ovo even though ive never missed a payment and im £110 in credit continue to threaten to raise my payment by £ 80 a month ,we are in the middle of a pandemic people are dying or losing there jobs and we get these threats to nearly double monthly payments based on ovo and there crystal ball and what you may or may not use energy wise over the next 6 months

    Best answer by Transparent

    Updated on 08/09/25 by Abby_OVO

     

    How do Direct Debits work?

     

    A Direct Debit is an automatic monthly payment set up with your bank or building society. You can choose which day you want the payment to go out each month, and your bank will sort the rest.

     

    Once your Direct Debit is set up, you don’t need to do anything else to make your payments.

     

    Why is paying by Direct Debit the best way to pay?

     

    Direct Debit is usually the simplest and cheapest way to pay for your energy. This is because:

    • You don’t have to remember to make payments each month – it’s all done automatically 

    • You’ll get a cheaper rate if you’re on our variable Simpler Energy tariff

    • You’ll pay the same every month for your energy, which can help with budgeting

    • A Direct Debit spreads your energy costs evenly over the year, which means you’re less likely to have to pay more in winter

     

    How does OVO work out my monthly Direct Debit?

     

    The aim is to make sure you have credit for 1 month’s payment in your OVO account by the end of March. This is to help cover any change in your home energy use over the course of the year. 

     

    For new customers, this only comes into effect once you’ve reached March. When you first join, the aim is to make sure you have no balance left to pay after 1 year.

     

    Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.

     

    Why is my Direct Debit increasing when my balance is in credit?

     

    It’s normal for a credit balance to build up in your energy account over summer, when energy use is usually lower. This credit can help pay for your energy in winter, when most homes use more. It helps you spread your energy costs over time. 

     

    Even if your energy account is in credit, sometimes your Direct Debit payments still need to increase.

     

    This could be the case if we’ve worked out that your OVO account is likely to have a debt balance long term – based on how much energy your home is predicted to use. 

     

    You can always choose to get a credit refund if you prefer. Request one at any time in your online account, in our app, or over the phone. You just need to leave credit in there for 1 month’s payment. This is in line with our refund policy.

     

    It’s important you have all the info, then you can decide what’s best for you.

    • If you request a refund online, sometimes we’ll need to confirm this over the phone. This is to make sure you have the details of how it’ll affect your energy account.

    • Getting a refund might mean your Direct Debit payments will need to increase, once your account has less credit in it.

     

     

    For more on how Direct Debits work, check out our handy YouTube video: How do direct debits work?

     

    Need more help?

     

    If you’re worried about your payments changing or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options available for anyone who needs help. To get in touch with our team: 

    • Sign up to our online tool at ovoenergy.com/payment-support and we can find the best plan for you.

    • Call us on 0800 408 6615. We’re here Monday to Friday, 9am and 5pm, and 9am to 2pm on Saturday. 

    • Talk to us online at ovoenergy.com/help Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday. 

     

    ​​​​​​We’ve got some other topics on the Forum which may also be helpful if you’ve still got questions about how Direct Debits work:

     

     

     

    75 replies

    Show previous replies
    C
    Rank 2
    costeek
    Rank 2
    January 19, 2026

    It’s been some time since OVO updated the way it counts the annual. On the 31st March of each year, OVO expects to see no less than one month of credit balance. Doesn’t matter when your joined OVO, set up DD or signed up the new tariff. 

    It’s always good to contact the customer service. If you are in credit, there shouldn’t be a problem to reduce your DD.

    L
    Newcomer
    LYCU
    Newcomer
    January 19, 2026

    OVO energy are calculating direct debit amounts based upon having one month's worth of credit half way through the March to April billing period, the 31st of March. This will lead to excessively holding on to customer's money as this demands a large credit balance at a time of year when your credit amount will be lower and a time of month in between billing periods where they will have deducted 2 weeks of usage from your credit balance as well. Not sure if this can be challenged? They are calculating a £300 a month direct debit on my account, £3,600 a year which is £1,700 more than the energy I used in Jan 25 to Jan 26. My average monthly usage for Jan 25 to Jan 26 was £160 a month. What point is a direct debit to smooth payments across the year if it’s higher than your monthly winter usage?! My usage in the winter is approximately £240 per month then around £80 in the summer! I was £150 in credit at the end of the last billing period, this will probably drop to around £80 at the mid March billing point then only increase from there and be around £400 at the end of the summer on my current direct debit amount of £198 a month. If they charge £300 a month I’ll be almost £1,000 in credit at the end of the summer!

    T
    Rank 5
    Technophobe
    Rank 5
    January 19, 2026

    Thanks, everyone. I eventually got through today and my direct debit has been adjusted by £3 increase, not £16! Apparently, direct debits are reviewed every three months and the extremely helpful chap I spoke to recommended speaking directly with Customer Services if there are ever any concerns. He also reminded me that direct debits can also be reduced in OVO's quarterly account/usage review process. Am very impressed with the efficiency experienced today. Some very positive feedback is on its way!

      C
      Rank 2
      costeek
      Rank 2
      January 19, 2026

      You can always contact Customer Service and they will be able to reduce your DD. The reason behind that is that to have one month credit of your balance at the 31st March of each year. Also, keep in mind that the energy price increased in January, and probably will increase again in April. 

      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      January 20, 2026

      Morning ​@Technophobe, I hope you’re well.

       

      I can see you’ve received some really helpful answers here, and I’m happy you had good service when you contacted our Support Team.

       

      I’m assuming the advisor may have put a three month hold on your Direct Debit being reviewed, which will mean that’ll take you into the Spring, when it’s a good idea to check the amount again. You can find some handy Direct Debit / billing articles in our Forum Library section here.

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