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?
Best answer by Blastoise186
Updated on 28/06/23 by Abby_OVO
This scheme is now closed.
How you will be awarded the £67 depends on how you pay. If you’re seeing a deduction, it’s because you pay by Direct Debit and the grant payment went into your OVO account and is then deducted from the account and refunded to your bank account.
For all information on this topic please see the website page Energy Bills Support Scheme or this previous response:
If you pay by direct debit and have seen the credit go to your OVO account, this payment will be transferred into your bank account.
The payment will be made 3-5 working days after the direct debit has cleared. This will happen automatically and you don’t need to do anything.
All customers who pay this way will receive their refund into their bank accounts within 3-5 days of their direct debit date. For example, if your direct debit is the 15th of the month, it’ll be 3-5 days after this.
For anyone that pays on demand, their payment will be made directly to their OVO account.
You’ll receive your discount as a refund. This means you’ll carry on paying your full Direct Debit amount. Once the Direct Debit payment has cleared, we’ll refund the monthly discount amount to your bank account shortly after. If you cancel your Direct Debit, or your payment fails, there may be a delay in applying the discount to your account.
You’ll get your discount every month, even if you don’t get monthly statements. You'll see confirmation of the discount on your next statement.
You’ll receive your monthly discount as a credit to your energy account in the first week of each month. You’ll see this on your monthly bills from October.
We’ll add the discount to your energy account every month, even if you don’t get monthly bills. You'll see confirmation of the discount on your next bill.
For example, if you receive your bills on the 15th of the month, we’ll add your discount in the 1st week of the month, starting in October, so you’ll see confirmation of this on your bill dated 15 October.
Hey
Please check your Charges as well. I suspect you’ll see a line entry there that explains it, just like this example:
+5Sounds frustrating but if you check (like the rest of the thread) you should see that that amount was also deducted from your energy charges
I have checked, and it wasn’t deducted from my energy charges.. and yes I have looked at the full detail bills to confirm. It has only been deducted from my direct debits.
+2I have checked, and it wasn’t deducted from my energy charges.. and yes I have looked at the full detail bills to confirm. It has only been deducted from my direct debits.
Keep an eye out for a message from ovo
It’s taken me literally 7 months to get my broken gas meter replaced with 3 no shows and a couple appointment cancellations. The whole time I had to keep calling over back and waiting on hold for hours at a time to keep re-explaining my entire situation. I kept expressing my concern at not knowing what my bill was going to be but reps just kept telling me not to worry. Finally, when I’d had enough, I tried to lodge a complaint and the rep said I’d get a call back in 48 hours which unsurprisingly didn’t happen.. making me have to call in again and wait on hold. When I asked why I didn’t get a call back they said they had no record of a complaint. I then spent a couple hours just trying to log a complaint but I have always gotten hung up on before reaching the complaints department... after trying multiple times the exact same result.. always ended in getting hung up on. I've had agents tell me three different conflicting stories on how complaints are logged. I was transferred to people that told me they were managers to later find out from another agent that they weren't managers so I was lied to multiple times throughout the course of the day. I have wasted days of my life on hold to try to resolve just the gas meter issue.. and I finally broke down and started crying while on with an agent. As a grown man I can't remember the last time I've cried so it's very very significant to note that I was pushed to this point. So it seems I had to get to the point of a total break down just to get a complaint lodged. To say that I am done with OVO is a complete understatement.
And yet OVO finds new and inventive ways to hold me hostage and continue to lie to me.. Saying I can switch if my balance is under £300(I only have a balance because I had NO IDEA what my gas usage was for 7 months along with the EBSS payment problems) only to change the story when I do get it under £300. I’m tired of waiting on hold, I’m tired of getting transferred to someone else where I have to explain everything over again, I’m tired of things not working, I’m tired of being lied to over and over, I AM TIRED OF OVO!!!!!
Hey
Really sorry for the experiences you’ve had,
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