Octopus Energy reviews: Give your feedback

Umiamz

Umiamz wrote: »

Whenever I’ve been more than one month in credit with them, an option has appeared in my online account allowing me to refund some of the credit. This usually takes 3 or 4 days.
You can also set your own direct debit...

In fact, I've just had another statement this morning and I'm now one monthly DD plus £1.50 in credit. There is now a link suggesting they refund the £1.50

Chrysalis

Umiamz wrote: »

Whenever I’ve been more than one month in credit with them, an option has appeared in my online account allowing me to refund some of the credit. This usually takes 3 or 4 days.
You can also set your own direct debit...

I am aware I can change the direct debit, but why have they even increased in the first place? also bear in mind its the middle of winter, I have £600 credit during my period of heaviest usage.

I dont have the option you mention for a refund, just checked.

MWT

Chrysalis wrote: »

I am aware I can change the direct debit, but why have they even increased in the first place? also bear in mind its the middle of winter, I have £600 credit during my period of heaviest usage.

Have you been entering meter readings each month?

bristolleedsfan

Chrysalis wrote: »

I am aware I can change the direct debit, but why have they even increased in the first place? also bear in mind its the middle of winter, I have £600 credit during my period of heaviest usage.

I dont have the option you mention for a refund, just checked.

They get historical usage records from previous supplier, energy companies dont seem to take into account credit balances when automatically suggesting increased payments.

"If you think your statements aren't right, or if you're building up too much credit and want to request a refund, please drop us an email at [EMAIL="hello@octopus.energy"]hello@octopus.energy[/EMAIL]." need to submit up to date meter reading when requesting a credit refund.

Credit balance refund requests that are greater than monthly payment have to be requested by email, private facebook message, I always receive a reply within couple of hours.:)

"We have requested a refund £.... to be debited into your bank account please allow 7 clear full working days to show as cleared"

john_wildman

Excellent service from Octopus for last twelve months but I switch every year through MSE and this year moving to E.on will save me £100 approx plus £25 cash back which I find tends to come through in about a month. I really liked the simple app from Octopus so I could take my phone to the outside meter and quickly submit monthly readings and know my balance in less than a day. Never had a need to contact them. Although E.on is not highly rated here for service, I had them for best part of thirty years starting with Amerada then Powergen and found them highly reliable and now they are again one of the cheapest, so sorry I can't support the little guys this year but no doubt I'll switch again next January.

Jezzabev

Thinking of moving to Octopus. Do they do a paid referral scheme?

tk47

Jezzabev wrote: »

Thinking of moving to Octopus. Do they do a paid referral scheme?

Yes.

https://octopus.energy/blog/octopus-referrals/

Divorced_Daddy_001

:mad::mad: I was an Octopus customer for a couple of years and had no problems. However, I recently switched to Utility Point and Octopus were very quick to finalise my gas account (two days after my supply was switched across) but they haven't done the same with my electricity account. The reason they've given me for not doing this is because my new supplier have only given them my final meter reading for gas, but not for electricity.

When Utility Point asked for my meter readings I submitted them to both suppliers (Octopus and Utility Point) within a few minutes of each other. Octopus have confirmed that they received both meter readings from me, but won't finalise my account until Utility Point give them the same meter reading that I've already given them! :mad::mad:

My account is in credit by approximately £94 and I'd like my money refunded to me in a timely manner, but Octopus are dragging their feet with this. Is this something that Ofgem can help with?

Umiamz

Divorced_Daddy_001 wrote: »

:mad::mad: I was an Octopus customer for a couple of years and had no problems. However, I recently switched to Utility Point and Octopus were very quick to finalise my gas account (two days after my supply was switched across) but they haven't done the same with my electricity account. The reason they've given me for not doing this is because my new supplier have only given them my final meter reading for gas, but not for electricity.

When Utility Point asked for my meter readings I submitted them to both suppliers (Octopus and Utility Point) within a few minutes of each other. Octopus have confirmed that they received both meter readings from me, but won't finalise my account until Utility Point give them the same meter reading that I've already given them! :mad::mad:

My account is in credit by approximately £94 and I'd like my money refunded to me in a timely manner, but Octopus are dragging their feet with this. Is this something that Ofgem can help with?

Unfortunately, Octopus is correct. When you submit readings to the losing supplier, they must ignore them. The readings you send to the gaining supplier are first sent to an industry partner to be verified, then sent back to both suppliers to use for initial and final bills. It's not unusual for there to be a significant delay between gas and electricity being finalised.


Has it been six weeks yet?

Divorced_Daddy_001

Umiamz wrote: »

Unfortunately, Octopus is correct. When you submit readings to the losing supplier, they must ignore them. The readings you send to the gaining supplier are first sent to an industry partner to be verified, then sent back to both suppliers to use for initial and final bills. It's not unusual for there to be a significant delay between gas and electricity being finalised.


Has it been six weeks yet?

Thanks for this information, it's much appreciated. No it hasn't, its only been one week so far. Is six weeks the timescale that refunds have to be provided within?