Help needed on Erroneous transfer of electricity supplier.

MWT

Phones4Chris said:

Incorrect because as I already stated the OFGEM rule assumes that the erroneous switch was to the disadvantage of the consumer, and secondly there is NO refund from the erroneous gaining supplier because the consumer (the rightful one or Mr. X) hasn't been billed nor paid anything! It WILL be a case of "negotiating" to get the best deal for @sandeepamar BUT Octopus HAVE to admit it was an erroneous transfer and report on investigation first, whatever else you might have to say or agree/disagree about the situation. Until Octopus do that whether they are coerced into that situation or not, it's almost a stalemate.

Be careful what you wish for, it is absolutely in Octopus's best interests to have the erroneous transfer reversed and I firmly believe it is not in the customers best interests to make this happen.

So you can go in all combative and try to force Octopus to do this or that, and you may end up achieving exactly what the customer doesn't want.

...or you can reach out to Octopus with the aim of resolving the error that has occurred, keeping the meter with them and getting them paid for the past and start billing properly for the future.

I know which way I'd go...

MWT

comment_as... said:

Why not let them cut him off, choose a brand new supplier and then wait and see whether or not he reappears to raise a civil dispute with you?

... because it is the OP's meter that would be 'cut-off'.

Right now the OP is continuing to consume energy and not pay anyone, that cannot continue especially with the confusion over the meter and the account name. Too much risk that something unintended happens.

Gerry1

comment_as... said:

Why not let them cut him off, choose a brand new supplier and then wait and see whether or not he reappears to raise a civil dispute with you?

That'll go down a treat when the OP returns home to find that Octopus have broken in and fitted a prepayment meter with a vast amount of debt on it, including their locksmith fees...

Penelopa.Pitstop

Is £550 owed to Octopus total cost of energy used during 18 months? Is there a chance, that person who made transfer actually paid something in the meantime and £550 is just last bill/bills for shorter period? Are you able to get that information from Octopus or is it data protection too?

sandeepamar

Penelopa.Pitstop said:

Is £550 owed to Octopus total cost of energy used during 18 months? Is there a chance, that person who made transfer actually paid something in the meantime and £550 is just last bill/bills for shorter period? Are you able to get that information from Octopus or is it data protection too?

Hi.  I can’t answer the questions because they haven’t or won’t give me the details, data protection. All I know is £550 due as of December 2020.  Any thoughts?

Phones4Chris

@sandeepamar WHAT have they said regarding the erroneous transfer? Have they yet admitted there has been one and are they investigating? Quote OFGEM's rule about investigation to them - you require them to investigate as you have complained to them, they are the gaining supplier. Have you told them to check the Electoral Roll? You perhaps need to tell them you are the bill payer at this address but you are NOT Mr.X whoever he is!
Whilst I agree with some of MWT's remarks, the FIRST step in this HAS TO BE Octopus admitting there' been an erroneous transfer!.
You have not said how they have responded to any of the specific points already mentioned, you need a response to each point, not just the bull about Data protection etc.

Phones4Chris

MWT said:
................

So you can go in all combative and try to force Octopus to do this or that, and you may end up achieving exactly what the customer doesn't want.

...or you can reach out to Octopus with the aim of resolving the error that has occurred, keeping the meter with them and getting them paid for the past and start billing properly for the future.

I know which way I'd go...

I totally agree that it's not an ideal approach, but it would seem from @sandeepamar's responses that it's beyond a reasonalable approach at present and there is little choice whilst Octopus continue to come up with nothing but Data Protection bull.

MWT

Phones4Chris said:

I totally agree that it's not an ideal approach, but it would seem from @sandeepamar's responses that it's beyond a reasonalable approach at present and there is little choice whilst Octopus continue to come up with nothing but Data Protection bull.

The 'data Protection' or GDPR stuff isn't bull though. They really can't give out information to the 'wrong' person as the OP doesn't have a contract with them right now.

If it was me, I'd email the CEO, greg@octopus.energy, and briefly explain the confusion and the erroneous transfer mix-up with the wrong name on the account and make it clear that I didn't want to unwind the transfer as it has been too long, but I would like to stay with them, set up an account and get an up-to-date bill sorted out. (can save the back-billing bit for the next round).

Unlike many of the other energy companies, Octopus is generally good at dealing with this sort of stuff in a human manner once you get past the usual frontline support triage.

Phones4Chris

MWT said:

Phones4Chris said:

I totally agree that it's not an ideal approach, but it would seem from @sandeepamar's responses that it's beyond a reasonalable approach at present and there is little choice whilst Octopus continue to come up with nothing but Data Protection bull.

The 'data Protection' or GDPR stuff isn't bull though. They really can't give out information to the 'wrong' person as the OP doesn't have a contract with them right now.

That's not really what I meant - it seems that Octopus are refusing to even discuss the situation about an erroneous transfer because they seem convinced this Mr.X is responsible, and keep trying to fob him off with SSE, that's why I'm saying their GDPR stuff is bull and for no other reason. BUT we can't be clear until @sandeepamar replies with Octopus's response to each point, if indeed each point has been put to them!

sandeepamar

Phones4Chris said:

MWT said:

Phones4Chris said:

I totally agree that it's not an ideal approach, but it would seem from @sandeepamar's responses that it's beyond a reasonalable approach at present and there is little choice whilst Octopus continue to come up with nothing but Data Protection bull.

The 'data Protection' or GDPR stuff isn't bull though. They really can't give out information to the 'wrong' person as the OP doesn't have a contract with them right now.

That's not really what I meant - it seems that Octopus are refusing to even discuss the situation about an erroneous transfer because they seem convinced this Mr.X is responsible, and keep trying to fob him off with SSE, that's why I'm saying their GDPR stuff is bull and for no other reason. BUT we can't be clear until @sandeepamar replies with Octopus's response to each point, if indeed each point has been put to them!

Hi,  I am waiting to hear back from Octopus after emailing today.  All the points you mentioned have gone into the email, as in their responsibility to investigate and report accordingly, to put a stop to the letters, Deadlock notice if need be and making sure they understand a dispute exists.  Firm but polite and asked them to come up with possible solutions rather than just suggesting I ask SSE to reverse the transfer.  Will let you know how I get on.  Thanks so much for the help.