Octopus Tracker

savers_united

I have started a complaint as there have been the in the past 3-4 months now half dozen occasions where wrong information has been given, no notification of price changes to my tariff and promises to get back to me not materialising.

Being told trackers cap would increase for all existing customers on the tariff was the final straw, I was ready to switch and the CS agent was so convincing that the cap was increasing that I stayed where I was on my current tariff, he even followed it up with an email, there was no ambiguity he was clear any cap changes will affect all tracker customers new and existing and would likely happen once the Ofgem cap change is announced, days later the cap changes and existing tracker customers seem to have been unaffected.

The CS experience with Octopus 12mths ago was first class but its rapidly gone down hill, they are making it up as they go, the whole point of a CS team is to give you the facts, they should be trained to understand their own tariffs, because if they dont how are customers supposed to know and make an informed decision that could make hundreds of pounds difference to their bills. 

Mstty

As you have the response by email and it was incorrect you are fully entitled to complain and being Octopus they may put you on the product you wanted.

Good luck

fryedslyce

savers_united said:

 he was clear any cap changes will affect all tracker customers new and existing and would likely happen once the Ofgem cap change is announced, days later the cap changes and existing tracker customers seem to have been unaffected.

Octopus could still raise the cap on all versions of tracker, there is nothing in the terms and conditions preventing them from doing so. I would not be at all surprised if that is exactly what they did when the new Ofgem price cap is announced in August.

JohnPo

I hope not. In reality having communicated their intention to honor the terms to existing customers, a complaint and ultimately to the ombudsman would follow from quite a few here including myself.

Other than a few of us on here and our contacts, not many people were aware of the tracker caps or agile caps and how they would play out compared to the price cap SVT. To be honest in June / Early July getting onto to those tariffs was hard work and required determination and knowledge to challenge certain of their call centre staff.

Thanks to those on here in early June / July who highlighted the opportunity.

savers_united

JohnPo said:

I hope not. In reality having communicated their intention to honor the terms to existing customers, a complaint and ultimately to the ombudsman would follow from quite a few here including myself.

Other than a few of us on here and our contacts, not many people were aware of the tracker caps or agile caps and how they would play out compared to the price cap SVT. To be honest in June / Early July getting onto to those tariffs was hard work and required determination and knowledge to challenge certain of their call centre staff.

Thanks to those on here in early June / July who highlighted the opportunity.

My complaint is based on their FAQs for tracker where they state they have introduced a cap of 11p for Gas, on the back of this I called their CS to clarify if that cap would remain for the 12mth term, I was told it would change when Ofgem make changes to the cap on the SVT. I asked if that would only apply to new tracker customers and was told it would be revised for all tracker customers new and existing. CS agent must have repeated this 2 or 3 times if they have a recording of the call, I then requested it sent in an email in case I misunderstood what was said.

The email was almost word for word that when the Ofgem cap changes then all tracker customers will be given a new cap. It was only 4 days after this call / email that Octopus changed the cap and as things currently stand its only for new customers. But yes I still have a small feeling there is still a change for existing tracker customers coming as the email did say that Octopus can change the cap at anytime. 

My feeling is as a kind of loyalty they are giving existing customers a few more months at a lower cap and to allow a notification period of the change. All I want from Octopus is clarity so I can make an informed choice about which tariff I choose,.as it stands the information I was given was incorrect and this has been the same message I was given from 2 other CS agents. 

Alnat1

I'm very confident that Octopus will honour the 11p maximum rate until my year on Tracker V3 ends on 16/06/2023. Same for Agile until 21/07/2023.

savers_united

Alnat1 said:

I'm very confident that Octopus will honour the 11p maximum rate until my year on Tracker V3 ends on 16/06/2023. Same for Agile until 21/07/2023.

I would like to think they will, they have done previously so always a good sign. Had I not had the email be so clear that tracker caps will be changing for all I think I would have jumped across and taken a chance. Had I swapped and the cap did change I would have no argument as that is clearly what they told me would happen. So I think I am in a stronger position now.

If the daily gas rate through winter starts hitting 20p or more day after day will octopus when under no obligation to keep honouring a self imposed cap that has no mention in any T&C / tariff contract, keep doing so.
Agile is different as the word guarantee was used for that tariffs cap, there was no such wording for Tracker. 

QrizB

savers_united said:

If the daily gas rate through winter starts hitting 20p or more day after day will octopus when under no obligation to keep honouring a self imposed cap that has no mention in any T&C / tariff contract, keep doing so.

We don't know, and we won't know until it happens.

But last winter wholesale prices were over 10p/kWh for a period and the people on Tracker v1 kept their 6p/kWh cap.

savers_united

QrizB said:

savers_united said:

If the daily gas rate through winter starts hitting 20p or more day after day will octopus when under no obligation to keep honouring a self imposed cap that has no mention in any T&C / tariff contract, keep doing so.

We don't know, and we won't know until it happens.

But last winter wholesale prices were over 10p/kWh for a period and the people on Tracker v1 kept their 6p/kWh cap.

The differences I see this winter when compared to last winter, is there is likely more people on Tracker now (I maybe wrong), and the 11p cap is highly likely to be below the Ofgem cap that is effective from October and will be revised again in January, whereas last year even at 6p tracker customers were still paying more than the SVT Until the April. (hence why I feel there were lower numbers on tracker last year) and they could have opted for the SVT so it made sense for Octopus to keep the 6p cap.

This winter there is good reason for Octopus to revise a self imposed cap above or at least in line with the SVT for all.

There will still not be a cheaper tariff to switch to unlike the SVT last year. 

I don't think we will know until the Ofgem announce the Cap, but if as predicted Gas will be 13p or more going into a period of high gas use with very volitile markets for Octopus to keep honouring a voluntary cap below this i do think is unlikely. 

flyingscotno1

savers_united said:

QrizB said:

savers_united said:

If the daily gas rate through winter starts hitting 20p or more day after day will octopus when under no obligation to keep honouring a self imposed cap that has no mention in any T&C / tariff contract, keep doing so.

We don't know, and we won't know until it happens.

But last winter wholesale prices were over 10p/kWh for a period and the people on Tracker v1 kept their 6p/kWh cap.

The differences I see this winter when compared to last winter, is there is likely more people on Tracker now (I maybe wrong), and the 11p cap is highly likely to be below the Ofgem cap that is effective from October and will be revised again in January, whereas last year even at 6p tracker customers were still paying more than the SVT Until the April. (hence why I feel there were lower numbers on tracker last year) and they could have opted for the SVT so it made sense for Octopus to keep the 6p cap.

I was wondering if there is still some value (if not as good as last week) on the Octopus Tracker. If cap rise is as predicted that is...