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ENGIE Home to Octopus - forced change

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ps2mint
ps2mint Posts: 64 Forumite
Eighth Anniversary 10 Posts
Hi all,
I was originally with ENGIE for energy but they sold up to Octopus. Since the change over the bills have been confusing and difficult to understand. When I put in a monthly ‘read’ this doesn’t appear to generate a bill, just an update on the account balance. Is this usual Octopus practice?

Thanks!

Comments

  • MWT
    MWT Posts: 10,216 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    Your balance will only change if there is a bill or a payment.
    A bill should closely follow a meter reading, sometimes it takes a couple of days after the balance change but you will usually see a note that they are manually checking the bill before issuing it.
    The bills are in a different area from the balance details so do check there from the menu.
  • ps2mint
    ps2mint Posts: 64 Forumite
    Eighth Anniversary 10 Posts
    It seems like my account isn’t working properly then as I never have any new bills added to my account when I input a reading. Only the balance change.
  • MWT
    MWT Posts: 10,216 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    When was your last bill produced and what period did it cover?
  • PennyForThem_2
    PennyForThem_2 Posts: 1,036 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    Email them - Octopus are pretty good at replying to emails - though they may take a bit longer in this Covid era.
  • ps2mint
    ps2mint Posts: 64 Forumite
    Eighth Anniversary 10 Posts
    Last billing period was from November to May. There was some sort of mess up with the engie transfer and billing. I’ve emailed them
    but just seem to have got a standard reply saying ‘log on to a computer to view your bills, rather than the app.’ Still not generating bills when I input a reading. I’ll try again to email them. Thanks for all of the replies.
  • Robin9
    Robin9 Posts: 12,776 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    I was switched to Octopus when it took over Flow (Co-op) and the bills didn't make sense.  An email to them resolved the situation and whenever I give a meter reading I get a new statement in hours.
    Never pay on an estimated bill. Always read and understand your bill
  • MWT
    MWT Posts: 10,216 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    They are answering the phones as well, so do try calling if you need to...
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