@Firedog the government gave suppliers the choice.

1. Automatically refund the money to customers bank accounts

2. Automatically deduct the money from customers direct debit.

Suppliers are basically split. Some have picked option 1 (e.g. OVO). Some have picked option 2 (e.g. Octopus) 

See, there’s no £66 paid in, just the £66 paid out of my own money

See, there’s no £66 paid in, just the £66 paid out of my own money

Hi @adriangalilee you need to click on "see details" . Unfortunately the £66 paid in is in a different place on the bills. It is easy to miss. Look for a line that says Energy Bill Support Scheme

Hi Jeffus, I’ve tried the see details section. The government payment is definitely not there and the balance in my OVO account is £66 less than it should be

Hi @adriangalilee have you checked both billing period for the Energy Bill Support Scheme line?

4th September to 3rd October? 

4th October to 1st November? 

Unfortunately the credit and refund may not appear on the same bill

Yes I’ve looked everywhere for it and it’s not there

@adriangalilee interesting, could you post the extra details of both bills.

4th September to 3rd October

4th October to 1st November

The charges to 3rd October 97.84 are much lower than the charges to 1st November 188.70. This would normally be a good indication the 66 has been put on the 3rd October bill. 

Of course the difference in bills could be central heating or something else.

So lets check your usage etc if that is ok? 

My own account records the following details up to yesterday as shown on my iPad:

6 Oct - 31 Oct

summary

Balance changes

Opening balance +£858.66

Charge £57.97 out

Refunds -£66.00 out

Current balance +£734.69

A minus refund is a credit and £66 was paid into my bank account on 7th October.  But, in simple terms with an approximate balance of £860 at the start of the period and a consumption of about £60 then the end balance should be around £800, not £66 less than that as appears to be the case.    Like others, it appears to be £66 short.

 I’ve written to the complaints email address three times asking for clarification without getting a reply so far.  

Paul

Oh, for reference, the previous period shows the following:

Your balance

Note also that my direct debit, taken on 3rd of the month has been increased since and I’ve twice in September been asked for further increases in my DD.   I increased it by 50% several months ago to build up this higher balance in the knowledge that a price increase was coming.   I believe I’m owed £66 and that would help in not having to increase it further 

Hi @Ovo Energy forum

Looking at this it does look like you may already have the £66 put in your account. 

The total charges above for the month are only £29.87. So it looks like the the £66 may have been added to reduce the charges. 

None of us have access to your bills so we can't be sure either way. 

Look at the full details of the above bill and post a screen shot if you can.

Unfortunately the Energy Bill Support Scheme amount doesn't appear as a line item on the summary you have posted, it would have been easier if it did.

If you post a  screen shot of your full bill we can have a look if it would help. 

Here’s a copy and paste for 6th Sep - 5th Oct 2022.  I’ve not had the October bill yet.

Summary of charges
Cost of electricity £60.99
Cost of gas £28.56
Interest Reward -£3.01
VAT 5% of £86.54 £4.33
Energy Bill Support Scheme -£66.00
OVO Beyond Inc 5% VAT £5.00
Total charges £29.87

Your balance

Starting balance
£738.53 in credit
6th September
Direct Debit 3rd October +£150.00 in
Total charges £29.87 out
Closing balance
£858.66 in credit
5th October

Electricity in detail 6th Sep - 5th Oct 2022

Detailed charges
Energy use £47.61
29.309 kWh at 14.53p
113.735 kWh at 25.80p
45.619 kWh at 30.70p

Standing charge £13.38
3 days at 25.23p a day
22 days at 46.58p a day
5 days at 47.55p a day

Cost of electricity £60.99

Gas in detail 6th Sep - 5th Oct 2022

Detailed charges
Energy use £20.76
12.518 kWh at 2.71p
104.648 kWh at 6.88p
136.196 kWh at 9.71p
 

Standing charge£7.80
3 days at 24.79p a day
22 days at 25.92p a day
5 days at 27.12p a day

Perhaps I’d better wait until the full October bill is available in a few days ?

Paul

Hi @Ovo Energy forum I have highlighted where ovo have added £66 to your account in the above billing period. Bold and underlined

It reduced your charges by £66.

Then on your next bill you will see a line that says Refund £66. The £66 then appears in your bank account.

Not the easiest thing to follow but your account looks fine.

It is complicated by the fact the two line items appear across 2 billing periods. Plus the line items don't appear in the same position on the bills. 

Do ask if it is not clear. 

Under billing my account does show:

Billing for 6 Oct – 5 Nov 2022

This is your current billing period. Your charges so far are £58.75. 

4 days until end of billing period

Your balance

Updated 11h ago

Charges in detail

 Electricity

 Gas

Credits, discounts and VAT

I have just sent in some readings today to hopefully update the figures.

Paul

Hi @Ovo Energy forum all looks good. Again i have highlighted the refund line in bold and underlined.

So your Energy Bill Support Scheme payments are working fine at the moment. It is not the easiest thing to follow as the information is over two bills

Yep always good to privide lots of meter reading. The more the better then your direct debits will be more accurate. Ideally get a smart meter, but I appreciate some don't want one. I was wary but find them great now. 

Hey @adriangalilee and @darrenleaning,

Sorry about the issues you’re having.

Can you please send a screenshot of your Online Account, where it shows charges and ‘see charges in detail’.

Let’s get to the bottom of this! 

Ahh… You seem to be an edge case where the EBSS didn’t fire properly.

Not to worry, this can be fixed! Please let the Support Team know that you didn’t receive the EBSS Delivery for October. If they can verify your claim, they’ll manually force it through for you.

If however, they can verify it’s already been paid, they’ll let you know.

@adriangalilee if you post the same bill information as @Ovo Energy forum above then we can highlight the information for you as well if it is there.

Will need the full details for the two billing period. 

Happy to do this if you would like. 

Hey @John Pennicook and @idris01,

Sorry to hear of the issues you’re having.

Can you send us a screenshot of the above on your Online Account. 

Let’s get to the bottom of this. 

 

Hi @adriangalilee can you post exactly the same thing for the previous billing period. Just to check the Energy Bill Support Scheme payment isn't in there as a lot of other people have found. 

As you can see, your company appears to be taking out £66 rather than adding it in! 

Hi 

 

Hi @darrenleaning 

Post a screen shot of the previous billing period, including the section with a breakdown of the charges rather than just the summary information you have posted above. 

That’s a different customer… @darrenleaning 

I’m fully aware of the refund line but that is not the automatic conclusion with the way that the information is presented.  As I said in my first post the summary indicates:

Balance changes

Opening balance +£858.66

Charge £57.97 out

Refunds -£66.00 out

Current balance +£734.69

which in isolation does not add up correctly and my end balance should be £66 higher.  As I also said, I’ll wait until my next bill comes in shortly to seek a clear explanation from Ovo as the end balance is the point of concern.

Paul.