Hi all

I have spent time investigating all invoices and have found that the way the bills are displayed are confusing but I have established where all the monies are going. The bills shown ARE correct and the refund is also correct. Thanks to all who spent the time replying. 
unless you itemised every aspect it is difficult to spot it, I was not alone asking the question I hope other people spot the way out.

thanks

regards

future88

Good to hear. Thanks for letting us know. 

Hi all, I paid my monthly bill before the government grant went in so was £67 in credit.

I checked in throughout the month and that money gradually dwindled to a £27 debt just before I gave meter readings.

I checked usage figures and was pretty much the same as the month before but the grant money had disappeared,  can anyone enlighten me?

Hi @Where does the money go ,

The government money actually goes back to your bank if you pay by DD. Otherwise, it goes on as an account credit.

Can you show us what you get when you use https://energy-support.ovoenergy.com ?

Other than that, OVO’s system runs on Live Billing, so your account balance gets updated daily based on meter readings and other factors.

Thank you Blastoise186 for your reply

Thank you for your quick answer, that link is useful, I'm not exactly good at reading the bills, or making sense of the summaries they give me, it all comes down to trust I suppose.

It appears if your OVO account is in credit they take the £66 from the balance before putting it in your bank account. This would work if you owed them money, but not when you are in credit. They are giving you your own money, unfortunately the call centre staff cannot adequately explain what is happening. What happens when they take the money back in the future that you have not had?

Hi @caron.r,

This sounds like the correct process. It’s explained here:

In short: it goes into your OVO account, then out of your OVO account to your bank account. 

Hi, but it is not actually going in to my OVO account it is being taken off my credit balance, there is nothing going into my OVO account. 
thanks

Could you check what you get under https://energy-support.ovoenergy.com for us? It should tell you where the credits are going.

If you download your bill you should see your energy use reduced by the same amount. Sometimes the payment is in earlier or later monthly bills so it would be good to check 

Hi,

So I understand the concept that OVO put in the Energy Assistance credit, then remove it and put into the bank account (if you have a direct debit). I really don’t think however mine is working this way. 

Each month on my “payments” section I can see the Direct Debit that went in. Rather than there being the amount of Direct Debit + the £67 govt payment (then that additional £67 being removed and sent to my bank account) - it looks from the payment section for the last few months that the Direct Debit goes in, OVO then remove the amount of the govt payment £67 from the amount I have paid and then send that to my bank.

Essentially I lose £67 from the amount I have paid by DD and then that is sent to me, rather than me receiving £67 on top of my direct debit amount. 

Would love an explanation of this payment section please. 

If you look at your complete bill you should also see your energy use with a deduction of the same amount 

Hi can’t get through on the phone email or even via WhatsApp chat .. I’m wondering why I’ve still not received rebate payments for January February and march 2023 . 

Hi @Joeygent91 ,

Could you use this self-service tool real quick?

https://energy-support.ovoenergy.com .

It should tell you what you’ve received so far. Please post a screenshot of the results here as it might solve your problem.

It won’t let me login unfortunately even with the correct account number already tried this 

What’s your payment method @Joeygent91 ? The rebate gets paid slightly differently for direct debit/PAYG etc

Why is OVO  showing the Gov £67 coming out of my account but it does not show the amount going in so the refund is being taken from my running balance WHY ?

Because they also reduce your energy charges by the same amount

Hey @Joeygent91,

Sorry for the issues you’re having,

Our website explains the different ways our customers will receive the payment to their account. Unless you pay via direct debit, this payment will be added straight to your energy account. 

This topic might be helpful to you:

I know OVO is sending £67 back into your bank account if You paying direct debit. Why is it a HELP if they charge your account with this ammount and they give it back to you. Plus why my account has been CHARGED WITH THIS HELP twice? I really do not get it. 

Hi @Norbert Volenter ,

Try running your account through https://energy-support.ovoenergy.com .

It’s a Credit, not a charge. So your account would be in the same state it’d be in if the EBSS never happened.

Hi @Norbert Volenter . You should see that your charges have also been reduced by the same amount. Look at your complete bill and you should see this.

Well it should be. Before my DD account was on -£170 after the “support” it was -£237 the night before DD. This is not a support for me if they charge me and after send it back to my bank account. 

Hi. Each month the government payment has been taken off the account balance and then refunded to my bank account so I fully understand the way these payments are processed, but has anyone else had the money taken off your OVO balance twice this month? Only 1 payment into bank but 2 lots taken off??? 

Not this month @Kelly Elliott but it happened last month for me. 
If you check https://energy-support.ovoenergy.com/ you should see for each month. The various bank bits should catch up too