Mine is the same. I was £104 in credit, they have put the £66 as a deduction from that. 
 

hopefully they rectify it, as they have just refunded me what i have already paid in! 

 

Not sure why its taken £66 off of what i am already in credit with. 
the £3.44 is just one days electric usage 

Well firstly, you need to scroll down further, to see the Charges in detail section.

And secondly, try checking the previous billing cycle too. https://account.ovoenergy.com/billing-history

Make sure to scroll down in all cases!

I have scrolled down. 
it still says it has taken £66 from the amount i was in credit with,the £66  has not been “credited” to my account but deducted 

The idea is that the money goes back to the bank. I suspect your Direct Debit might have been taken on the previous billing cycle and the delivery was staggered over two cycles. Try checking the previous one!

It just says its been deducted. 
 

It should be showing as a credit not a deduction. Now its just shows that my credit i had built up has £66 deducted from it instead of added to it. So from being £104 in credit i am now only £30 something in credit. 

If there’s an entry for Energy Bill Support Scheme with -£66 next to it, that’s actually a Bill Credit. :)

Pay the money back in and you’ll have £104 again.

Its not a bill credit when its taken from the amount i am already in credit with? 
they are just refunding my own money?!

They’re not. But if you want someone to check, use the Live Chat at https://help.ovoenergy.com .

Surely if £66 is just taken from my CREDIT whoch then lowers how much i am in credit by and they refund me £66 in the bank then they have just refunded me £66 from the credit i had built up myself. 
at no point on my bill does it say £66 has been added

The way it works is:

1. You make  payment via your monthly DD
2. A couple of days later, an additional £66 is added with the line entry Energy Bill Support Scheme
3. Within 24 hours of that, a refund kicks off for the same £66 to send it to your bank
4. The £66 arrives at the bank within 10 working days

The way it has worked:

1. built my credit up to £104
2. £66 DEBITED from £104 credit
3. £66 is in my bank account
4. £66 has not been CREDITED to my account so i have just had £66 of my own money returned to me 

In that case, you need to check with the Support Team. I’m afraid I can’t fix this myself, assuming something actually needs fixing.

I have just spoke to them and they cant explain what has happened. They have said to credit my account with the £66 that was put into my bank if i wish?! What poor service and still none the wiser! 

If you’re still not happy… https://ovoenergy.com/feedback .

Mine is the same. I was £104 in credit, they have put the £66 as a deduction from that. 
 

hopefully they rectify it, as they have just refunded me what i have already paid in! 

 

@Charlotte m22  please can you scroll down from the point you’ve posted already, and post a screenshot of the next bit of this where it says Charges in detail.

Scroll down past where it says Vat 5% etc to Total Charges £etc

There should be a line there which says Energy Bill Support Scheme -£66 

That’s a ‘negative charge’ ie a payment from Liz Truss.

Having just spent the last half hour trying to get my head around this. I think it would be best if OVO just removed the reference to the £66 refund, because it is so confusing.

You should have received £66 pounds into your bank account, which is the EBSS payment.

Any reference to it on your bill just creates total confusion.

If I remove it from calculations everything balances.

Hi all, I do understand everyone’s concern about how it looks like we have paid the £66.00 ER payment from our credit balance, however I think it best to wait the 5 days requested to allow our balance to be rectified. financial systems do have strange anomalies when calculation non direct refunds. I do understand this as I studied computerised financial systems for my IT degree's. please do not shoot the messenger I am just an ordinary OVO customer like the rest of you. I hate stress and just want to install a little calm here. If you still have issues after 5 days then that's the time to lodge a complaint with OVO

Can’t be done I’m afraid. That would just cause even more confusion and complaints from people moaning about where their credit has gone.

It also has to be there to provide full transparency as to every transaction.

The £66 in has to balance with £66 out. It’s just annoying that the two figures appear on different parts of the bill. Still, at least we’re getting it !!

Hi, I have tried, quite unsuccessfully to sort this out three times now with the online chat. 
 

like many others, I had the £66 deposited to my account and then refunded to my bank. Brilliant

however, even though I have used £13 of energy in October, that amount and that usage is not being debited from my credit balance. 
 

When I speak with Ovo they advise it’s because of the £66 credit. But that credit isn’t there any more, it was refunded! Their accounting is using it twice, meaning they are not correctly billing me. 
Help!! 

Hi @esmeweatherwax Not really sure what you mean about your usage not being debited from your credit balance. Please can you post a pic of your bill showing that. No personal info or account number etc.

That’s such a good point@atlanticcobra thanks !! No reason for people to get straight on the phone to complain, it’ll appear when it appears.

Hi juliamc;

thanks for your heads up, I can confirm that my account has reset itself today and now shows the correct amount. I assume because my account month end date was 14th Oct the weekend slowed down the reset. I don't work for OVO either I am just an ordinary fellow struggler. Stay calm all. 

Hey @Charlotte m22,

Is this now sorted? If not can you please send us a screenshot of your previous billing cycle and where it says ‘see the charges in detail’. It seems the screenshot you have sent runs from the 15th of the month, it is likely your account was credited before that date. 

Let’s get to the bottom of this together. 

I have recently contacted OVO as I have not received the first payment of the Energy Bills Support and wondered if anyone has had the same issue as I was advised there was a glitch in their system which would be resolved in the new few weeks. The advisor didn't seem very interested.  I was refunded £66 this month a few days after my monthly DD payment came off  but the £66 I was refunded was from my own credit balance!  I have not had the £66 from the energy bills Support credited to my OVO Account and it is now 18th October.  The advisor said give it a few weeks and if not credited by then get back in touch - sorry but I waite3d over an hour on the phone to raise the issue first time round - and they would deal with it straight away, I asked why it couldn't be dealt with straight away now but I was told it couldn't as they needed time to deal with the glitch in their system. Is anyone else having the same problem?