Hi @BTS ,

You’ve probably already had the credit for the month! Check your Charges in detail! Here’s an example. :)

There are enough of us having the same problem. There is no credit of £66 appearing on our accounts as a credit of £66 from the Energy Bills Support, what they have done is simply refunded us £66 of our own credit balance. Where is our Energy Bills Support payment of £66 gone. Surely by now and there are enough of us with the same problem, OVO need to have this resolved asap. Where has our Energy Bills Support payments gone as they certainly have not been credited to our accounts so where is our support money. OVO need to have this resolved without any further delay.  They money is somewhere but no where it is meant to be , in our accounts to help us with our bills which is what it is intended for.

@BTS If you look at all the customers who have asked about this you’ll see that eventually they find that if there’s been an entry on their bill under ‘Your balance’ saying:

Refunds (date)     £66 out

AND there is a corresponding entry under ‘Charges in detail’ saying:

Energy Bill Support Scheme    -£66    <----- the EBSS is a negative charge ie a payment from the government.

So nothing to complain about!!

It is the first thing I checked. I wouldn't raise the issue had I not completely checked this out. OVO advisor has advised there is a glitch but asking customers to wait a few weeks is rediculous. Not only have we not had the Energy Bills Support payment credited to our account of £66, we have been refunded £66 of our own credit balance so therefore our own money which is what I and others have clearly stated in our messages. What we would like to know is when will our £66 Energy Bills Support be credited to our accounts . If this is not rectified soon then the same thing will happen next month and our credit balance will be depleted if OVO simply refund our own money back!  

There is no corresponding entry under charges! OVO have confirmed there is an issue with certain customers. 

Ah ha !! Keep us posted then..

My usage for this month so far is £33.47. Looking at my statement it seems to show that Ovo have taken the £66. off my current usage leaving me with a credit figure of £32.53. Which is fine. BUT they've also credited my bank account with the £66. Have they not given me the refund twice.?  Thanks

Hi @Tjw50 ,

The money was intended to go to your bank account all along. This was just the easiest way for OVO to do it. You’ll have only had the money once.

Hey @BTS,

Is this sorted now?

Are you able to please send a screenshot of your billing ‘charges in detail’ and we can look into this for you? It should appear as a minus which means credit. 

I think the real problem is that bills are poorly constructed. Using minus signs when money is put into your account is not a good way of showing it.

An idiot stlye explanation of the way the bills will be  worked out should be published directly to all customers.

I’m considering it as a temporary forum guide. I’m currently “locked” in a library after hours right now because I somehow managed to sneak in after the place had closed. I’ve got permission to be in here though, honest guv!

Hi Guys 

This is basic maths, a plus and a minus neutralises the numbers. I had already decided to pay the additional £66.00 into my account to reduce my bill. I received the refund into my bank account on 11 Oct and was grateful that OVO was on the ball with the payments. I immediately paid it into my OVO account expecting to see total credit payments this month of £260 (DD) and £66 energy payment. However the ‘Refund’ on 11 Oct of £66 has neutralised the  energy payment. My new balance should be 

(Starting balance) £789.27 + (DD) £260.00 + (Energy Payment)£66.00= £1115.27 - (Energy usage)£185.29=£929.98.

Instead the ‘Refund’ of £66.00 has reduced my credit to £863.98 which is what it would have been if there had been no energy payments.

OVO you have got your maths badly wrong here it need addressing now before any more payments are released because at this rate your customers are not benefitting from the government intervention.

Your balance

Updated 1h ago

@Bosscat0110 What are the ‘Total Charges’ element, if you look at ‘Charges in detail’ ? 

eg this is mine:

Charges reduced by £66 Energy Bill Support Scheme. Do you have this ?

Thanks @juliamc I can feel my blood pressure lowering. I can now see that my itemised bill for October 2022 was reduced by £66.00. My Total Charges would have been £251.29 instead of £185.29 if it had not been for the £66.00 reduction. 

Why on earth did OVO decided to totally confuse people by using this formula to distribute the  Energy Payments. Had they just added the £66.00 as a credit to the account in addition to the normal DD,  everybody would have understood the maths, but showing it a credit on one part of the bill then a deduction on another is very confusing. OVO’s system of providing a high level overview in the ‘view current billing period’ caused my confusion and did look like the £66.00 payment had been neutralised. Delving deeper into the bill (not something i usually do) did reveal they had added the credit to my bill. 

Feel sorry for the contact centre agents trying to explain that one. Hope everyone who is still having issues gets them sorted soon

I agree @Bosscat0110 it’s caused enormous confusion. The only reason I can think is that the original scheme was that the £400 was going to be a loan to be paid back by the customer, then it changed so the customer was able to keep it. Two steps in the process resulted in two different places where it shows in the bill ? No thought to the aftermath.

Glad the blood pressure is returning to normal !

Could someone advise me please as I’m new to the forum but been an ovo customer for 5 years- my DD doesn’t come out until the 26th Oct am I right in thinking that I won’t get my energy bill credit of £66 until the DD has been taken (app 3-5 days after) and then I wait for the credit to be refunded back into my bank account- how long does that take after to be transferred as that takes me into Nov already just for the first refund of the energy support scheme-  customer services advised you’ll get it sometime then in Nov and your last payment will be sometime then in April but that takes it out of the Oct - march time frame-  could they just not credit the £66 now into my energy account after all it’s not Ovo’s money it’s from the GOV  and then transfer it to my bank after my DD, seems a lot of messing about, and I’m also in credit quite a bit and don’t want to be on hold trying to get them to refund this to my bank if we have to request it. Sorry for the long question.

Hi @Sarah illing 

My DD comes out on the 17th of the month and I got the £66 paid into my bank on the 17th. That’s with the Halifax.

As the 26th is this Wednesday I think you’ll get your £66 on Wednesday or thereabouts.

If the DD was later in the month and over a weekend it might have gone over to the following month, but I reckon you’re fine. In fact even next February the 26th is a Sunday so your payments would go through on Monday so still within the same month!

Can you let us know - this would be useful for others in a similar position. Thanks.

Hey @Charlotte m22,

Lets get to the bottom of this 

Are you able to send a screenshot of your ‘charges in detail’ and also your previous billing cycle.

£66 should have been added to your account, minus means credited. You should then see that same £66 be refunded after your direct debit for the month was/is taken.

Hi Juliamc

just checked on my online bill and it’s showing payment in of£41.88 (nit sure what that is as no payments have gone into my account ) then a -£66 refund then further under other states £66 EB SS  then states total charges -£41.88 I get that some usage and standing charge has come off that to make the -£41.88 so does that mean when they transfer the EBSS only that amount will go over or will it be the £66, I’m still  over 3 mths in credit so don’t have a negative balance  just wasn’t sure why they hadn’t taken the standing charge and small usage off my credit rather then then £66 or maybe I have got that wrong- sorry it’s all so confusing.  It hasn’t hit my bank account yet as my DD doesn’t come out until 26th so will be hoping it goes in after that. 

That sounds right.. if you look back on this thread you can see my bill.

This is in two parts: the account balance/charges/payments/refunds section; then the Charges in detail section. 
There’s a Total credit of £25.07 as the last line of the second section, this is the sum of the charges minus the £66 ebss.
In the first section you can see that £25.07 which because it’s a credit says ‘in’ alongside ie not a charge but money in. The next line is Refund of £66 ‘out’ ie the ebss money being paid to my bank.

Your £41.88 ‘in’ sounds like it’s the same as my £25.07 !! Does your Charges in detail last line read Total credit ? I’m hoping it does !!

last line just reads total charges -£41.88, so I’m presuming that’s what’s going to be refunded  back- am I right in thinking that? 

Sorry reads total credit £41.88, so is that the amount going over to my bank account or will it be £66 that’s going over. Thanks 

I had £66 credit to Ovo account. 
Then £66 debit to Ovo account.

Then £66 paid into my bank account.

Sorry to bring up an older topic, but mine is showing as refund failed. I pay by dd, have had no payment go in. Anyone else had the app show this? 

Hi @Jrdc .

For now, I’d recommend leaving the refund where it is. You’ll probably need it! And to be honest, it’s meant to help with energy bills anyway.

If you’d still like it sent to your bank account, please ask the Support Team for help.