If you don’t see it anywhere at all on any OVO or SSE statements, I’d recommend flagging it up with Support. They can fix this for you.

This is SSE final bill:

Current OVO 'Charge':

Hey @Cityrunner,

Sorry for the issues you’re having,

Are you able to send a screenshot of what you’re seeing so we can take a look into this? Please don’t include any personal information.

To me, I get the feeling the account credit might be on a previous statement. Try the one from the 18th October 2022 to 17th November 2022

Blastoise186: You may be right.  This screenshot may be incomplete, and the £66 for December is to be set against the cost of energy supplied as at 17 December.

That is correct.

So towards the end of the current billing period watch out for a -£66 Energy Bill Support Scheme line appearing on your current bill just below the VAT line. 

Jeffus:  Thanks for your comment.  I agree & strongly suspect I am only seeing a partial accounting of payments and costs for the period 18 Nov-17 Dec 2022, which presently excludes the forthcoming December £66 credit.

Hey @orangellama,

Sorry for the issues you’re having,

We don’t have access to your account or billing on the Forum. I think Support are best placed to look into this for you, they should have access to your final SSE statement. 

Hope this helps. 

For december when we get the £66 ? I didnt get nothing now, for last month i get it but this month nothing.

Hey @CatalinM,

Sorry for the issues you’re having, 

When did your direct debit come out this month? Your refund should have been paid into your bank account within 3-5 working days of the direct debit clearing in your OVO account. We have had some customers on the Forum report that they’ve received their payments slightly delayed this month. 

Please keep us posted, if you have any issues I'd advise contacting Support. 

I dont have direct debit, i top up from the app.

The payment you are receiving is coming from the money you pay in.  OVO are just refunding some of your direct debit rather than crediting it to your account.  Meaning you’ll see the same charges are being applied and you will hve to make up the £66 again at some point.

EDF are doing it correctly and i imagine ofgem the energy regulator will set it at some point and EDF will get a slap on the wrist for taking government money and not paying it out to its customers.

Sneeky of them.

If you top-up via the app, you’re probably with Boost. You can contact them on 0330 102 7517 or via Live Chat at https://boostpower.co.uk .

You can see the money coming into your account in the Charges in Detail section. It’s taken off your charges, and has caused no end of agro with people not seeing it.

I have been calculating my incomings and outgoing on my account and it seems that this government scheme money that we are receiving is coming out of my own account credit is this what should be happening because from what I have read it should be separate from our accounts? 

You should see a credit against your energy use and then that is refunded to your account if you’re on direct debit like this 

It’s a mess. I’ve just come over from SSE, just waiting for my credit to run out and I’m off to another provider.

SSE has been taken over by a company just not as good.

I am also having this problem with my billing, have been battling with Complaints team for weeks, only to be told yesterday that I am just ‘not understanding’ the bills by some patronising little complaints handler who refused to put me through to anyone more senior. They are definitely doing it wrong, I’ve had this confirmed by a big brained colleague who has a PHD.

They are refunding the money back to my bank account correctly, and the billing in Sept/Oct was correct, showing the Government Scheme as -£66 (credit) on the charges section. HOWEVER, since then they’ve ‘forgotten’ to put it on there, then tried to correct it by putting it on there twice, but each time there is also a ‘refund’ of £66 or £67 going ‘OUT’ (same direction as charges as a debit) which is the wrong way - it should be ‘IN’ (credit) - and it should EITHER be under the charges OR on the summary but not both and certainly not the wrong way round! My account is now in around £50 debit when is should be around £80 credit. I’ve got to wait until 2nd Jan to complain to the Energy Ombudsman but I would urge everyone to check their bills again because it sounds like this is a systemic issue and could have dramatic consequences for people who are already struggling.

If like me you are experiencing this issue and not getting anywhere with OVO customer services or complaints, please email your MP, the regulator, the media - anyone! - as I have done today to try and get this some visibility. Basically, OVO are taking the government money, giving it to us, then taking it back from us again as an additional charge on our accounts. 

@GnomeG  Would you please post screenshots of your billing history for the periods when you say this has been wrong. Be sure to include the whole of the Balance  and Charges panels, like this (from my PC):
  
 

@Firedog Sure, why not, if you think you can help? I’ve done my best with the screenshots, sorry if they are not great quality, and it’s 3 months so you can see the overall picture. September didn’t ring any alarm bells, it was Oct/Nov where the issue started.

@Firedog After trawling through all 19 pages of this thread and another middle of the night thinking session, I've worked it out. My October bill was definitely wrong but they have corrected it in November and the penny has finally dropped. Very confusing though! Thanks for replying to me and getting me thinking again. 

@GnomeG Thanks for posting the screenshots; I’m glad to hear you worked it out in the end. The problem seems to have been one of timings, with EBSS credits to the OVO account and the corresponding refunds to your bank account straddling the billing period end/start. It’s a widespread cause of confusion. Another one is simply not noticing that the Total charges in the balance is unexpectedly low, because it incorporates the EBSS credit and is no longer a true representation of the period’s energy cost.

I am trying to get through to an advisor but not having any luck. I’m not seeing any refund to my account just money going out. There is a refund there but it is coming out of my own credit. I have had it double checked and triple checked. OVO customer services is very hard to get hold of and my bill this month has changed three times already luckily I have screen shot them 

Please look at your Charges in detail there is a separate section of the bill where the breakdown of electricity/gas/ VAT is and there should be an entry for Energy Bill Support Scheme of £66 or £67 deducted from your charges