Octopus Energy reviews: Give your feedback

bristolleedsfan

MWT said:

bristolleedsfan said:

Imagine my shock to see on my dashboard not only that the rate had changed, changed to higher rate than the flexible tariff that I was on...

Just for clarity, the rate you are now on should be the same as the rate for "Flexible Octopus October 2021 v2", is that the case?

Yes, however price increase notification email that was being referred to same rate as Flexible Octopus October 2021 v1 lower SC and Kwh rate for Gas

MWT

bristolleedsfan said:

MWT said:

bristolleedsfan said:

Imagine my shock to see on my dashboard not only that the rate had changed, changed to higher rate than the flexible tariff that I was on...

Just for clarity, the rate you are now on should be the same as the rate for "Flexible Octopus October 2021 v2", is that the case?

Yes, however price increase notification email that was being referred to same rate as Flexible Octopus October 2021 v1 lower SC and Kwh rate for Gas

I would expect that there would have been/will be a subsequent price change email for that one to bring it up to the V2 rate at some point if it hasn't already happened...

bristolleedsfan

MWT said:

bristolleedsfan said:

MWT said:

bristolleedsfan said:

Imagine my shock to see on my dashboard not only that the rate had changed, changed to higher rate than the flexible tariff that I was on...

Just for clarity, the rate you are now on should be the same as the rate for "Flexible Octopus October 2021 v2", is that the case?

Yes, however price increase notification email that was being referred to same rate as Flexible Octopus October 2021 v1 lower SC and Kwh rate for Gas

I would expect that there would have been/will be a subsequent price change email for that one to bring it up to the V2 rate at some point if it hasn't already happened...

Probably not this side of April 1st being as both Octopua have been historically seemingly keen to minimise number of price increases and when former Avro customers have tweeted about difference in October v1 and v2 rates, Octopus response has been energy already bought for v1 customers hence the difference

whitson1

Terrible experience so far. Octopus took over our account from Avro since they went into administration. I have made various queries with Octopus in recent weeks. A rep named Andrew has been replying but intentianlly ignoring many questions. I made a complaint through their complaints email, the same Andrew replied.

I cant see why Octopus cannot cancel a supply. I havent signed a contract. Can anyone tell me if this is correct and legal?

I have not set up a direct debit with Octopus Energy, yet they have taken money from my account. This is illegal isnt it?

I am in credit with Avro for £224.00

Octpous took an unauthorised payemnt of £56.00

Total balance in credit £280.00

My correspondence with complaints:

"Hello, Thank you for your email. Currently we are still waiting for the final bill to be generated by Avros administration. Only once this is complete will the credit be moved to your Octopus account. Direct debits are not unauthorized based on the direct debit mandate you agreed to. Unfortunately there is no one else that change this or do anything different at this time. While meters are in the property a standing charge will apply. We are unable to just cancel a supply. You can remove meters from the property however this comes with a cost. Please let me know if you with for further details on this. Regards, Andrew Andrew from Octopus Energy On Thu, Nov 11, 2021 at 08:44 AM, "whitson1@***********" <whitson1@*********> wrote: Dear Complaints, I am having difficulty with a representative of Octopus Energy not addressing my concerns, and queries. There is no other way to explain it other than, "these queries are being ignored". Could a senior manager please resolve this issue, and reply to this email? Please see below, a summary of the queries not answered, and further below you will see the email thread. On Fri, Nov 5, 2021 at 07:40 PM "I was in credit with Avro, plus you have just taken an unauthorised payment of £56." Can you please explain why £56 has been taken from my bank account without a direct debit being agreed? On 31 Oct 2021, at 10:42 "I am sorry you have not understood my queries on Sat, Oct 23, 2021 at 11:14 AM. Is there someone else that could assist me please?" Oct 23, 2021 at 11:14 AM "As I understand it, there is a standing charge of around £15 a month at our property? The property has been unoccupied since April this year, (when we opened an account with Acro), and will be for months to come. I think we should just cancel this account, we do not require any energy at the property until we begin refurbishment, which could be months away. Can you please advise? I am keen to hear back from you shortly."

I do not trust this company!

Looking forward to hear your thoughts, and advise.

Kind regards

QrizB

whitson1 said:

I cant see why Octopus cannot cancel a supply. I havent signed a contract. Can anyone tell me if this is correct and legal?

Looking forward to hear your thoughts, and advise.

Octopus are your energy supplier. You're currently in a deemed contract with Octopus, per the provisions of the Energy Act. If you cancel your contract you will lose your supplies of gas and/or electricity. Is that genuinely what you're trying to achieve here?

wakeupalarm

Everyone should cancel their Avro Energy direct debits now and setup a new one with Octopus Energy.

masonic

whitson1 said:

I do not trust this company!

Looking forward to hear your thoughts, and advise.

I think sometimes customers make life difficult for themselves by going on the offensive. The reply you received from Andrew seems to explain things quite well. If you explain to them that the property is unoccupied and that the electricity and gas has been shut off and won't be turned back on for the foreseeable future, then perhaps they'll refund some of that direct debit and reduce it to a level that covers the standing charges. Once the Avro credit comes across I'm sure they'll let you withdraw it.

bristolleedsfan

MWT said:

bristolleedsfan said:

MWT said:

bristolleedsfan said:

Imagine my shock to see on my dashboard not only that the rate had changed, changed to higher rate than the flexible tariff that I was on...

Just for clarity, the rate you are now on should be the same as the rate for "Flexible Octopus October 2021 v2", is that the case?

Yes, however price increase notification email that was being referred to same rate as Flexible Octopus October 2021 v1 lower SC and Kwh rate for Gas

I would expect that there would have been/will be a subsequent price change email for that one to bring it up to the V2 rate at some point if it hasn't already happened...

Ironically person who was dealing  with it thought same thing as well that all flexible tariffs were the same rate made no difference which flexible tariff I was put back on, eventually became understood at other end that October v2 is more expensive, I was reverted back to flexible tariff that I was on pror to changing to Occupier flexible which as was guessed is for unoccupied proerties hence no price change notification

Telegraph_Sam

Thanks, I'm 90% sure that that is what I had in mind. I / we can delete my post so as to unclog the system but I'd prefer to move it to a more appropriate forum. May be a moderator can help me with this??

masonic

This might be of interest to anyone using Octopus for gas:

https://octopus.energy/winter-workout/

I don't know how many gas customers Octopus has, but presumably it is a small fraction of its total ~3m customers, many of whom won't sign up. So the odds of winning and share of the final pot everyone who hits their target gets might be worth the effort of signing up! Shame I don't have a gas supply.