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?
I still don’t understand it as I should only owe £30 something and now it’s £100 because the minus £66 why don’t they just credit our OVO account that’s it don’t know why they put into our bank accounts because now I have to pay it back to my OVO because £116 DD isn’t going to cover it by the end of the month so really my DD should be higher then but by the bill looks like we hardly use any electric and gas so why so much they charge me? I am really confused and I think I will have to switch provider and have pay as you go smart meters as it’s giving me bad anxiety over it and I don’t suffer with anxiety but I do when it comes to being in debt I don’t like it
I definitely wouldn't recommend switching until you have sorted out that balance adjustment, it will be very hard to get that back if you switch. Definitely wait till that is sorted if you want to switch.
It is that Balancing payment that is causing the issue. Without that you would be in credit and your direct debit covers your usage as you say. Is OVO investigating the Balance payment for you?
Personally i would also be wary of switching to pay as you go. It will work out much more expensive.
Another £66 Energy Bill Support Scheme payment should appear before the end of this period, watch out for that.
thank you so much for all your help, yes they are investigating it I spoke to someone again yesterday and even she said my usage is only low but they have done this balance adjustment even she said that’s wrong which I’m aware off! The other person I spoke to said it’s what I owe from when I was with sse however I said I disagree as I always supply meter readings every month so it was not estimated bills! Hopefully it will get there soon as driving me insane thanks again.
Hi
Yes that sounds like the Energy Bills Support Scheme. See OVO’s content hub on this scheme, packed full of info and frequently asked questions.
Any questions that aren’t covered in the FAQ, let us know!
Has anyone spoken to OVO. I can’t work out this £66. Like everyone else it’s been deducted from my credit balance. Surely this can’t be right but I can’t get my head round it.
Have you checked your charges detail?
Thank you for explaining. All clear now.
I started wading through FIFTEEN pages of people trying to understand the most cack-handed, over-complicated shambles of simply applying a refund and I’m still no wiser.
I got a £66 refund last month (as expected) but have now been billed £66 this month. Based on the experience of others, I’ll probably get another £66 refund in the next few days but that will only undo the £66 premium added to my bill so I’ll be no better off, I.e. effectively no refund.
I have used £42 more than my DD but my credit balance has dropped by £108 (£42 + £66) so even if I get the refunded £66, I’m back at square one.
Can someone please tell me in plain language I’m not going insane?
And please don’t cut and paste that extract from the website as my Enigma machine is in getting repaired.
Thank you.
Hey
That charge for £66.16 is just your energy use for the month.
I can see your direct debit is taken on the 25th of each month, this should trigger a refund as it did last month when the £66 credit is applied to your account. I
Hey
That charge for £66.16 is just your energy use for the month.
I can see your direct debit is taken on the 25th of each month, this should trigger a refund as it did last month when the £66 credit is applied to your account. I
I’m not referring to the usage figure of £66.16, I’m talking about the Refunds figure of £66 as shown in the top half of the extract.
They’ve added £66 to my charges so that I’m giving myself a refund!
What a complete mess.
I thought the £400 energy price guarantee was help for us to pay bills. But it is getting absorbed into the outstanding balance, making what I owe OVO £66 more each month. Therefore if I have used £250 and my bill was £250 I have been given £66 into my account but my balance shows £66 worse than it would have been, so an outstanding debt to OVO. Can someone explain please
Hi
See if this helps but do come back if it doesn't
I have to say this has confused me as well. Im still unsure if I am better off or not but have faith that OVO know what they are doing.
Actually, your charges would have been REDUCED by £66 with a line entry -£66 Energy Bill Support Scheme.
Hi
I am in the same boat and dont understand
If i am charged 66 in my bikll and refunded 66 5 days later I am no better off--- and I have nothing more in the details part :)
Where i was supposed gain money I am apparently even, Can somone help?
Thanks
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
Hi Blastoise
Thanks for coming back to me, however, if I was credited why did my balance go down - this is what i dont understand
If i have an opening balance of 200 and a bill of 100 and a dd of 100 - my balance remains the same
If i have an opening balance of 200 and a bill of 100 and a dd of 100 and a credit of 66 my balance goes up 66
However my dd was more than my bill and my balance went down.
yes i get that 66 back - however this is supposed to help. If you take with one hand and give with the other, you are in the same position are you not?
If you explain i am happy to be wrong
Andy
I think thats clear with it saying OUT next to the figure
You need to look at the Charges In Detail section as well. Not just the summary.
You need to look at the Charges In Detail section as well. Not just the summary.
Thanks again for coming back
I did that and no mention off 66.00 there
How about where the vat is added?
How about where the vat is added?
OOOh maybe
This is such a strange way of doing though
they take it off, they add it then they take it off again!
Strange but true
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
Sorry but that’s nonsense.
The figure for usage is “£222.19 out”, ie that’s what I’m being charged which is fair enough.
The next line says “Refunds £66 out”, ie another charge.
I have used £42 more than I paid by DD so my credit balance should drop by £42. Instead, it has dropped by £108 (£42 + £66) which proves that they’re billing me for the £66 “refund”.
They then sent a “refund” of £66 to my account the same day which I have, effectively, funded myself!!
Your explanation makes no sense.
I have vegetables in my fridge that understand the point I’m making, so please stop telling me that the earth is flat.
A genuine, credible explanation for this abomination would be appreciated.
In that case, you need to talk to the Support Team on 0330 303 5063 or via Live Chat at https://help.ovoenergy.com . I cannot access your account from here, so I cannot provide further assistance.
All I’ll say is that refunds are NOT a charge. They’re just… Refunds...
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
Sorry but that’s nonsense.
The figure for usage is “£222.19 out”, ie that’s what I’m being charged which is fair enough.
The next line says “Refunds £66 out”, ie another charge.
I have used £42 more than I paid by DD so my credit balance should drop by £42. Instead, it has dropped by £108 (£42 + £66) which proves that they’re billing me for the £66 “refund”.
They then sent a “refund” of £66 to my account the same day which I have, effectively, funded myself!!
Your explanation makes no sense.
I have vegetables in my fridge that understand the point I’m making, so please stop telling me that the earth is flat.
A genuine, credible explanation for this abomination would be appreciated.
look in the vat column
Add your gas and elec usage up and minus 66 from it
they take away 66 punds, then add it again in total- then refund you it a few days later in your bank account
Which is plain crazy way to do things, but it does work out right...
You were not charged £66, you were credited £66 and that same £66 was sent back to your bank account shortly afterwards.
I thank you for taking time to help everybody but i think your wording is misleading
in the tax section the 66 is taken off the bill
you are then charged 66 pounds everyone can see that - its an out - like the dd
However it is then refunded….
But saying your not charged whne clearly you are isnt right.
These are all from my own account. Which proves how it works. If it hasn’t done this, the Support Team can help you fix the problem. It’s most likely just a bug, account specific issue or some other fault that can be fixed.
Over 90% of users who come here about EBSS issues have actually received the credit correctly and this is why I initially challenged your claim - it’s mostly to help rapidly clear out those cases early. Because a lot of the time, either myself or another forum volunteer is right. It’s only after we can dispel the most likely reason that we dig into other reasons.
As one of the most experienced and highly trusted forum volunteers, I’m required to play by the rules. And one of them is not to deliberately mislead other users. Having reviewed the thread, I do not believe that has happened in this case.
If, despite this, you still believe my actions are misleading, please take it up with the forum moderators privately via forum@ovoenergy.com . If they decide I deliberately misled you or anyone else, they will deal with me at their discretion. If they decide that I didn’t mislead you, then no action will be taken.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
