Can anyone explain what’s going on here?
Opening balance was £335, we used around £90 worth of electric/gas combined (£66 government payment was taken off this, hence the £22 charge), I paid £150 so by my reckoning the balance should have gone up by around £125.
It hasn’t though - they seem to have then deducted the £66 again.
Does anyone know why? Do I need to contact them or will it right itself?
Best answer by Blastoise186
Updated on 28/06/23 by Abby_OVO
This scheme is now closed.
How you will be awarded the £67 depends on how you pay. If you’re seeing a deduction, it’s because you pay by Direct Debit and the grant payment went into your OVO account and is then deducted from the account and refunded to your bank account.
For all information on this topic please see the website page Energy Bills Support Scheme or this previous response:
If you pay by direct debit and have seen the credit go to your OVO account, this payment will be transferred into your bank account.
The payment will be made 3-5 working days after the direct debit has cleared. This will happen automatically and you don’t need to do anything.
All customers who pay this way will receive their refund into their bank accounts within 3-5 days of their direct debit date. For example, if your direct debit is the 15th of the month, it’ll be 3-5 days after this.
For anyone that pays on demand, their payment will be made directly to their OVO account.
You’ll receive your discount as a refund. This means you’ll carry on paying your full Direct Debit amount. Once the Direct Debit payment has cleared, we’ll refund the monthly discount amount to your bank account shortly after. If you cancel your Direct Debit, or your payment fails, there may be a delay in applying the discount to your account.
You’ll get your discount every month, even if you don’t get monthly statements. You'll see confirmation of the discount on your next statement.
You’ll receive your monthly discount as a credit to your energy account in the first week of each month. You’ll see this on your monthly bills from October.
We’ll add the discount to your energy account every month, even if you don’t get monthly bills. You'll see confirmation of the discount on your next bill.
For example, if you receive your bills on the 15th of the month, we’ll add your discount in the 1st week of the month, starting in October, so you’ll see confirmation of this on your bill dated 15 October.
Hey
Please check your Charges as well. I suspect you’ll see a line entry there that explains it, just like this example:
I've migrated from sse.. can someone tell me why the £66 has been deducted? Its not in my bank account.
+1Try tapping See details and then scroll down to Charges in detail. It might show up there. :)
+3Are you paying by direct debit ? Once that’s gone through the refund of £66 will go back into your bank. It’ll show in your Charges in Detail as -£66 Energy Bills Support Scheme ie a negative charge therefore a payment into you account from the government.
Hey
Are you able to find your £66 Energy Bills Support Scheme in the previous month which shows the beginning of October?
I found the £66 input after a long search by looking at the detail and the previous month’s results. The government payment is shown as a deduction to the energy cost. It’s there but hard to spot!
Please note it can take up to 7 working days for any refund to be paid into your Bank Account.
I’ve had the same thing. The money has been deposited in my bank account but what’s the point if it’s added onto my OVO bill.
see below picture. I should be in credit not in debit. But I owe OVO more.
+3Click on See details
I get it now. But looks like a not obvious confusing way to portray it in the figures. Not user friendly
I find the system confusing & not very straightforward. I'm new to ovo I've just come across from sse.
+3You are quite right, it could have been presented on the bill in a much clearer fashion!
On checking my ovo account, it shows £66 as "refunds" To me it looks when calculating the £66 has been taken from my credit. The 121.50 I did ask as a refund. Please explain.
Ta much.
+3Hi
Hiya Julia,
Thanks for the quick response.. How is a negative charge (£66)a payment into my account?
It does show as a refund in my bank account in doing the maths surely it should show as a positive charge before it shows as a negative charge??? Looks to me like its just been taken from my credit.. For some reason just not getting my head around this one.. Help :)
+3The £66 appears in two different places: coming into your OVO account in the Charges in Detail and going out from you OVO account into your bank as a refund shown in the Balance Summary.
In the Charges in detail section all the numbers are positive because they’re money going out, except the £66 which is negative as it’s money coming in.
Am I making this worse ?!?!
The £66 appears in two different places: coming into your OVO account in the Charges in Detail and going out from you OVO account into your bank as a refund shown in the Balance Summary.
In the Charges in detail section all the numbers are positive because they’re money going out, except the £66 which is negative as it’s money coming in.
Am I making this worse ?!?!
Slightly yep lolol.. I know I’m not the only one..
So why does it not add to the credit balance before its taken back out?
+3I believe it was done that way because that method was already available for paying other grants through the bill.
Ah… 🤔
….because it’s reduced the charges instead.
How has it reduced the charges? Unless its a credit first… then a refund, by the math on my numbers in the above example it is taken from my credit and refunded to my account.. IE: £66 less in my credit balance?
I’m honestly not trying to be difficult here .. :) Just totally not getting it and its not making sense how if the £66 is taken from my credit balance and refunded to my bank account how i’ve been given an additional £66 from the support..
I thought this also when I first looked at my account but what ovo appear to have done is reduce the amount you should have paid for your energy by £66
So for example you should have been charged £83.46 for energy use this month but you have been charged £17.46 and then you recieve a credit back into your bank of £66
It would have been better if the £66 was not refunded and helped to pay the bill but this is how the government wanted it.
Also I think the way that ovo shows it is not the easiest way but guess systems all work differently and that's the way that was probably easiest for them
Hey
I think part of the confusion here is that it appears as -£66 when you click on other charges.
This is actually a credit in. The payment then gets refunded, so it should have no affect on your balance, as it is first credited and then refunded.
Hope this helps.
I experienced the same, my credit is debited by refunds, but never shown in my payments as energy support scheme money received. upon making contacts… whatsapp rep could not explain. nor over the phone to ovo. This can make me believe that something is seriously wrong in OVO and matter now need to be investigated by OFGEM.
my previous provider SSE has clearly shown this payments as adjustments totalling ZERO as a result of money received from support and paid to my bank account, but with OVO it raised questions. My credits are reduced by £66 as a result of refunds to bank account and Help money remain invisible in my OVO account.
it is not long before my account is migrated from SSE.
SSE has better to show and nothing to hide.
WE all who face this has no choice to suffer mentally with OVO as no choice to go to different and surely reputable providers. As no energy company now taking in or transfers from any company.
I would ask if anyone and any which way we can leave OVO and go to more clear, simple and transparent company? which will not raise issues to worry with?
+3I wondered why the £66 was debited from my account but I can see now what is happening, OVO is putting the Government Grant of £66 back into my Bank Account so in effect I’m paying £66 less than my D/D. The £66 takes at least 3 working days to land in the Bank Account i.e. if it’s credited on a Thursday, you won’t see it until at least the next Monday
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