Not sure why your direct debit would not be taken but the refund could be from the Energy Support Scheme. 

The refund is including the Energy Support Scheme and all the funds was in the bank account to be taken. It still doesn't change the fact by OVO Energy doing this it has left our account in debt through no fault of our own. I've been with OVO for years and never ever have had a problem til. I had to ask the same advisor twice to send a email confirming what figure amount to disregard until a resolution has been sorted. Only for this advisor to hang up after doing so

Hey @Karen78,

Really sorry to hear this,

I’ll get Forum_Support to reach out, please keep an eye on your private messages.

Hope this helps. 

Thankyou Emmanuelle_OVO

Hi

New to OVO and they’re working very differently to Southern Electric however I can see a -£67 “Balance Adjustment” on my bill - but my DD went out on 20th Jan and as of today the £67 hasn’t reappeared in my bank account. SE used to debit the DD and repay the amount the same day so this is leaving me a little nervous … I’ve seen the 3-5 days quoted so have sat quietly since I was told that … but now getting a bit anxious as I could do with that back in the account. 
Thanks

Hi @Akamilly 

When did you transfer to ovo? 

Hi there,

Hoping someone can help. Looking at my energy bill and I'm wondering why the £66 I get back from the government scheme is being deducted from my overall credit. I've attached a picture to show what I mean.

Cheers,

Matt 

Yes @Mattyj_  you should also see the same amount being taken off your energy charges so it’s paid into your account and then they decided to refund the amount for you to do want you want with it

So u have payed my payment to you u havr took it off and you have took the money out twuce for some reason and i want to know why u have

Are you asking about the government energy support payment @Shahifa Bi or is this about your normal payment?

Hey @Shahifa Bi,

Sorry for the issues you’re having,

If you’re talking about the Energy Bills Support Scheme payment, this topic might be helpful to you:

Hope this helps.

Start with the balance on your account and then factor in your Direct Debit Payment.

For instance, If you have a £200 Debt, and you paid a £100 Direct Debit, You would have a £100 Debt left on your bill.

However, there will also be -£67.00 Energy Support Payment and you now have a £100 Debt minus a £67.00 credit. Your final balance for the bill is a £33.00 Debt (Because you were awarded a credit).

Your provider then returns £67.00 to your bank account as a refund. You balance goes BACK UP by £67.00

Final Balance: £33 Debt + £67 Refund = £100.00 Debt.

Another way to think of it is, you were £100 in debt after paying the DD. And you're still £100 in debt on the bill. The difference is: you now have £67 in your bank which you didn't have before. 

Are ovo being doggey here, I moved from edf last month 7th Jan, noticed no DD taken fro. Ovo even though it was set up for the 8th so according to app was going negative, so I put 200 pounds payment in to cover my usage, was charged 164ish for the month leaving me 35 quid credit, my 210 debit went in this month feb  making it 246, the government energy payment of 67 should have been refunded to my account aaccording to ovo message which it has but they have taken it from my balance putting me down to 175  ... which unless I'm mistaken means I didn't get the grant at all OVO have taken it for themselves?

Check the Charges in detail. You should see the £67 as a credit, reducing the amount charged against your balance.
  

Definitely says minus and my credit is down I'll have to call seems strange

@Scotsdragon you really don’t need to call OVO about this. The way OVO deal with the £67 is to REDUCE your charges by that amount each month. You see the entry to reduce them where the VAT appears on you charges - look at ‘See details’ on your online account. The balance section does show that your credit is reduced because the money is paid to your bank, but at the same time your charges are also reduced. No fraud, just a very confusing way of showing the payment. 

Like many people on the forum I to would like an answer a proper answer unlike the zero reply from customer service why does OVO give money with the left hand then take it away with the right. In fact getting NO rebate from the goverment as many people said a right con. OVO must be coining it.

OVO pay the rebate as a reduction on your charges. Have a look at the charges detail for the last several months. It should appear where the VAT is shown. It might help to download the bills so you get the whole picture 

All the energy retailers have to keep the ebss money separate from their own finances and pay back to the government any interest that accrues btw. 

Make sure to check https://energy-support.ovoenergy.com too! It’ll tell you exactly where the money goes.

I have checked my accounts, bank and OVO. In one instance the bank shows a credit of £**, checking OVO account credit value it shows exactly the same amount deducted from my credit. As I see it the net result is £0. 

Did you use the tool I mentioned?

The whole idea is that the money goes to your bank account. That tool will explain exactly how it was done for your account specifically.

Have you looked at the screen you get when you click See Details then scroll down to the VAT

The thing it looks like you’ve possibly missed @Future88 is something mentioned earlier by @juliamc. 
Alongside the refund you will also have the same amount deducted from your energy use. It isn’t easy to see but you should have less of a bill. 
That gives you your money from the government which is then paid back to your bank

Hey @Future88,

Sorry for the issues you’re having,

This similar thread might be helpful to you: