If you post screenshots etc on this thread we can have a look.

Hey @Philip Cook,

Sorry you’ve had trouble getting a response to your complaint. 

You’ve mentioned you don’t like to use the phone, have you tried emailing complaints@ovoenergy.com?

I’d also advise you get added to our Priority Services Register, we can offer free services such as meter readers. I’m wondering if this might help your billing issues. Are your statements estimated? 

You could also book a free smart meter exchange here. You might also be eligible for the Warm Home Discount this year. 

We have a great guide that explains more about how OVO’s billing system works:

As @juliamc advised if you add screenshots to this thread, we should be able to take a look into this for you.

Hope this helps. 

I've emailed the complaint email and had no response. Not even an automated one, which is standard in this day and age. Nothing. Rubbish customer service.

I’ve am going through same,, our bill should be transparent!!! I’ve never ever seen such complicated billing in my life!! We should be able to clearly see £66 deposited  and then deducted from our energy account instead of it being hidden so frustrating

£66 is not seen as an entry!!! Apparently it is taken from the. Bill why! Why! Do it this way obsurd most would not Expect to see it done this way

@Dizzy diana Not clear from your comment. Are you saying the ‘charges detail’ section of your bill doesn’t include the EBSS -£66 line ??

I’m not saying OVO have made this easy but in most cases the entry for EBSS has been found in the detail of the charges. The charges are reduced by £66. Can you show that part of your bill here ?

Very interesting, I'm a unwillingly  swopped SSE 15+ years customer also. I've sent 4 emails now all ignored or not acknowledging my queries or complaints. I feel utterly trapped by this farce of a company who are trying to double our DD even though our usage is quite low. I don't like talking on the phone as bad reception & my hearings not great. But I feel I'm going to have to try to bite the bullet ..

If you use WhatsApp you can phone in then select to have a WhatsApp link sent to start a ‘conversation’ with customer services. It takes a while (one took more than a day for me) but it got my query dealt with.

No sign of any charge reduction on my statements (see my thread).

I am struggling to understand this £66 government subsidy to assist with payment.

DD remains the same.

Charges out similar each month.

£66 removed from winter pot only to be seen in the bank account  Left hand robbing the right hand with effectively NO advantage to me. In fact the £66 is now in the bank and not in the correct place to pay for fuel.

If we are receiving £66 subsidy it should read +£66 and the pot increasing if other inputs remain unchanged.

I didn't think my accountancy skills are that bad and this is a CON by the government, OVO or both.

There’s a clue in your screenshot - why are you paying £119 a month if your usage at the coldest, darkest part of the year is only £83? You would normally be expected to use more than the Direct Debit in the winter.

Have a look at the charges in detail to see whether your ‘Total charges’ haven’t been reduced by the £66 rebate.

We have a small outlay monthly subsidised by solar panels.

£66 taken out of my ovo account only to go directly into my bank is in effect me moving money from one account to another. 

But look at your Charges in Detail… is there a line above VAT saying EBSS  -£66 ? If so it’s the government money coming into your account, reducing your charges by £66.

Hey @robtrudiF and @Sarareynolds,

Sorry for the issues you’re having,

I’d say the best way to raise a complaint is over the phone, as that way it can be dealt with there and then. If you’re unhappy with the resolution you can ask for the complaint to be escalated. 

If you’d prefer you can use WhatsApp or web messenger @robtrudiF. You might be interested in joining our Priority Services Register where we can offer extra support and free services. 

You’re increased direct debit might be due to an out of line estimated annual consumption or a read dispute might need to be raised on your account. 

Hope this helps. 

Hey @williamjjames,

I can see this issue has now been resolved, I’m glad you managed to locate the payment on your billing 

@Nico, please can you send a screenshot of your billing from the Online Account where it shows ‘other charges’? Make sure you don’t include any personal information, as this is a public Forum. 

Let’s get to the bottom of this together! 

I have the same problem. They are not repassing the money from government but just send back out own money. 

@gmarque9 check your Charges in Detail… in nearly EVERY case the government money will appear alongside the entry for VAT. This is shown in the DETAIL section as Energy Bill Support Scheme -£66 or -£67 . Check all months from October 

It’s my first month with OVO as last month was SSE and I didn’t have any issue. 
In my account shows only the debit but not the credit from government. 
 

OVO keep doing wrong instead of fix it. 

Just to complete. 
 

yes, the the debit is there however the credit is not there. This is the problem. 

I have the same issue as @gmarque9.

Migrated from SSE on the 6th December. On SSE’s statements dated to the 6th I have £132 credit for October / November, and £132 debit for October/November showing for the government grant. I received these in to my bank account, no issues.

Today I have checked my new OVO account and have had my migrated credit balance £125.69 reduced by £67 for ‘Balance Adjustment’ This £67 is the same amount as the December government payment. It has not been re-credited and my existing balance is £58.69.

OVO is not taking this serious as the issue was not solved. They’ve just did debit of £67.00 but not the credit from government. It means they are keeping with them the money paid by government. It’s a shame. 
 

Actually, the solved status on this forum is independent of everything outside the forum.

Ovo Energy direct debit customers - check your online accounts

Ovo Energy appear to be accounting for the Government Household Energy Support Scheme incorrectly in their on-line accounting, for Ovo Energy customers who pay by Direct Debit.  They appear to be treating the £66 Government support payment as an account refund, thereby reporting the wrong amount to be set against the energy cost for the month. 

An example for November/December 2022.  Account Balance £395.26cr, Direct debit £181.00, making a credit balance at the start of the accounting month of £576.26.  Nov/Dec energy charges £235.65, producing a current credit balance of £340.21.  However, in Ovo Energy's online accounting, they are treating the Government support as a Ovo Energy refund of £66.00, which suggests the direct debit payment is not £181.00, but £115.00, producing an Ovo Energy online credit balance of £274.61.  This is an incorrect accounting of the Government Energy Support Scheme.

The £400 Government Energy Support Scheme payment is a 3rd party support scheme payment for UK energy customers, not a subsidy scheme for energy suppliers, which is how Ovo Energy are presently accounting for the payments in their online accounting system.

I’ve read a number of your posts on this @Blastoise186. There is no corresponding £-67 on my statement under charges, or under VAT or anywhere else you’ve suggested.

Its a £67 ‘Balance Adjustment’ charge, reducing my credit balance. I’m not due to pay my DD until 21st December. Should I expect to see the £-67 added then, and on that date, paid to my bank account? Are these being keyed manually by someone at OVO because we have migrated from SSE? Thanks.

I have checked mine. 

All fine for me. 

I can see the money added to my account in the charges section

And then Refunded to my bank account

And i can see the £66 in my bank account.

All working fine for me.

Feel free to post your pages so we can all see what is wrong with your account