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M
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Mallakye
Rank 2
July 11, 2022
Solved

Is my Direct Debit increase accurate?

  • July 11, 2022
  • 59 replies
  • 1270 views

Hello, 

I will copy/paste my sent email here..... (sent 2nd July 2022)

Hello, 

 

I would like to request a review and reduction to calculations for my Direct Debit amount. 

I currently pay £107 per month (I have always chosen to pay a little more than the minimum requested amount) , and I have been informed today that OVO will be changing my monthly payment to £255.

 

Thats a 238% increase. 

 

I would like to request an 'estimation' that accurately reflects my actual usage as I a) live alone and work 6 days a week (ie: reduced usage) and b) an increase to £255 per month is both unattainable and excessive to say the least for a single occupancy, lower usage dwelling. 

 

My current account balance is +£696.05

 

I am on the 2 year fixed energy plan for both Gas and Electricity. 

 

The OVO email estimates that my account will be -£2,959.51 at contract end on 7th Feb 2024 (end of contract). 

 

Regards

 

Leigh Foster 

 

I really would appreciate a response from people as I am really concerned with how I can afford this Increase. 

 

Many thanks 

 

Leigh. 

 

 

 

Best answer by Tim_OVO

Updated on 17/12/24 by Abby_OVO

 

For more information on Direct Debits, check out our handy topics:

 

 

I’ve just caught up on this thread, fantastic support on offer. 

 

@Mallakye thank you for your patience and the level of detail that you provided. Everyone has spent their own time helping and advising each other and now it’s our turn to back this up into some action. 

 

I agree with Jeffus that the Future annual consumption figure for electricity might be wrong. If it is, I think this is the likely cause of the over inflated Direct Debit recommendations.  Mine is 5489 kWh and I live with 4 others. We’ll be looking for and collecting examples of this on the forum and passing it on to the relevant team if we see more than one. 

 

What to do now?

 

  • Please discuss this with our Support team, as they are best placed to raise a ‘case’ to the billing platform teams that can fix any issues with the way this works. We'll be contacting them as well if we see more examples on the forum, but it won’t be linked to your account.
  • I can’t see an answer from you, @Mallakye, to whether you have a smart meter or not. if you do, ask our Support team to make sure the meters are set to send us your readings every half an hour.
  • I would also recommend that you request a Direct Debit review exemption be put in place on your account. This lasts for 3 months and will allow any issues that might be affecting your account to be resolved.

To save you having to explain all of this to our Support team, feel free to link them to my comment. I’ll copy the URL for this below once I’ve posted it. You can then share that URL with our online chat team and sit back whilst they read it and get up to speed. 

 

I hope this helps and that we can take it from here and get this sorted for you. 


Tim

 

URL for this comment is: 

 

59 replies

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M
Rank 2
MallakyeAuthor
Rank 2
July 13, 2022

@Tim_OVO

Thank you Tim. 

Unfortunately the support message option is saying its not available, after I have put in my name, and account number. 

And unfortunately I can not use my phone whilst at work. 

I have tried emailing previously but have had no reply. 

I will have to try the helpline once I finish work. 

Oh and also yes my smart meters are sending what looks like a correct reading every day 👌 

Regards.

 

Jess_OVO
OVO Staff
Jess_OVO
OVO Staff
July 14, 2022

I’m sorry to see that our web-chat team were unavailable when you tried to get in touch, @Mallakye.

 

At busy times we may need to prioritise answering calls. I’m hoping you’ve since managed to reach us, either by calling 0330 303 5063 or trying the Live Chat option at a quieter time.

 

Don’t forget to let us know the outcome, it really helps to hear when things get sorted. Not only for our community members who’ve already offered such great advice, but also to others finding this thread in future.

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    M
    Rank 2
    MallakyeAuthor
    Rank 2
    July 14, 2022

    Just for my own record, I will update progress here, as and when.

    The help centre messaging is still not receiving my request (tried around 5 times today)

    Contacted OVO via twitter (14th July 2022), provided link to this thread with a brief outline of my issue.

    Awaiting response.

      Jess_OVO
      OVO Staff
      Jess_OVO
      OVO Staff
      July 15, 2022

      Sorry to hear the Live Chat option was still unavailable yesterday, @Mallakye.

       

      Our Social team should respond to your twitter message today and linking to this thread will really help them understand the issue.

       

      I hope the team is able to get things back on track but do let us know if you need any more advice here.

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        M
        Rank 2
        MallakyeAuthor
        Rank 2
        July 15, 2022

        Update 

         

        Reply recieved via Twitter fromOVO

        "

        Hi Leigh,

        Thanks for your message, by looking a your smart readings since January the 5th I've worked out your estimated annual consumption to be 2715 kWh per year. I'll raise a case to our relevant team to get this amended for you.

        Thanks,
        Richard"

         

        Hopefully this will all be sorted soon 👌 

        Thank you so so much everyone

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          July 15, 2022

          Update 

           

          Reply recieved via Twitter fromOVO

          "

          Hi Leigh,

          Thanks for your message, by looking a your smart readings since January the 5th I've worked out your estimated annual consumption to be 2715 kWh per year. I'll raise a case to our relevant team to get this amended for you.

          Thanks,
          Richard"

           

          Hopefully this will all be sorted soon 👌 

          Thank you so so much everyone

          @Mallakye good progress.

          Did they confirm they will freeze your direct debit for three month at the lower £ figure? It is just it may take some time to get the forecast usage updated based on previous experience. 

            M
            Rank 2
            MallakyeAuthor
            Rank 2
            July 15, 2022

            Update 

             

            Reply recieved via Twitter fromOVO

            "

            Hi Leigh,

            Thanks for your message, by looking a your smart readings since January the 5th I've worked out your estimated annual consumption to be 2715 kWh per year. I'll raise a case to our relevant team to get this amended for you.

            Thanks,
            Richard"

             

            Hopefully this will all be sorted soon 👌 

            Thank you so so much everyone

            @Mallakye good progress.

            Did they confirm they will freeze your direct debit for three month at the lower £ figure? It is just it may take some time to get the forecast usage updated based on previous experience. 

            I will query this now Jeffus

            Cheers 

            M
            Rank 2
            MallakyeAuthor
            Rank 2
            July 16, 2022

            Update 

             

            Reply recieved via Twitter fromOVO

            "

            Hi Leigh,

            Thanks for your message, by looking a your smart readings since January the 5th I've worked out your estimated annual consumption to be 2715 kWh per year. I'll raise a case to our relevant team to get this amended for you.

            Thanks,
            Richard"

             

            Hopefully this will all be sorted soon 👌 

            Thank you so so much everyone

            @Mallakye good progress.

            Did they confirm they will freeze your direct debit for three month at the lower £ figure? It is just it may take some time to get the forecast usage updated based on previous experience. 

            Just had this reply:

            Hi Leigh,

             

            I've just set up a case to get you added to the Direct Debit exemption form now.

             

            We'll let you know when its been allocated.

             

            Thanks, 

            Robbie

              R
              Newcomer
              RayKk
              Newcomer
              January 3, 2024

              Have been paying £210/month for my energy, am now about £300 in credit at end of year.

              But Ovo are calculating next month my usage will go up 400%, and so my monthly payment needs to be £700/month.

              They've written saying direct debit will go up to £500/month.

              How can I contest this? I don't want to pay that much and I will never manage to use all that energy... their calculator is obviously wrong but don't seem to get anywhere when I call.

              Any ideas? Would it be easiest just to change supplier?

              Nukecad
              Super User
              NukecadSuper User
              Super User
              January 3, 2024

              Are you currently in credit on the account?

              Also do you have a smart meter?

              Yours is the second post today about a doubling DD amount, but the other one currently has a debit balance and I have an explanation for why that may cause such a doubling at the moment.

              I said, Hey - Watts going on.
              Show more replies
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