ENGIE Home to Octopus - forced change

ps2mint

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!

MWT

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

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

When was your last bill produced and what period did it cover?

PennyForThem_2

Email them - Octopus are pretty good at replying to emails - though they may take a bit longer in this Covid era.

ps2mint

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

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.

MWT

They are answering the phones as well, so do try calling if you need to...