Fixed price deal tariff being increased

Streaky_Bacon

I can't see any possibility that they won't honour it as a fixed tariff. No idea what has gone on, but they really wouldn't have a leg to stand on with the ombudsman or a judge.

If they are as good at customer service as everyone says, I would not even expect them to try to argue it.

ozuma

Streaky_Bacon said:

I can't see any possibility that they won't honour it as a fixed tariff. No idea what has gone on, but they really wouldn't have a leg to stand on with the ombudsman or a judge.

If they are as good at customer service as everyone says, I would not even expect them to try to argue it.

Oh I can!

Remember you have only heard one side of the story here.
I'm not saying there is another side, but the possibility does exist. i.e. that there is supplementary evidence that contradicts the evidence provided, as alluded to earlier in this thread by others.
If that possibility exists, then the possibilty exists that Octopus will not honour it as a fixed tariff.

It really is important to hear both sides of a story before drawing any conclusion, as the representative on twitter has presumably gone to explore before making any commitment.

OP, please keep us updated.
On the face of the evidence you alone have presented, you certainly had good cause to complain.
But it is interesting that so many others (including me) were aware it was a variable tariff based on their marketing material, and yet you always considered it as fixed, even before you made the application. i.e. before you received any of the evidence you have now presented here.

If you could find the marketing material you initially saw that tempted you in the first place to apply, that indicated to you it was a fixed tariff, then you will have a very strong case indeed.
Perhaps your family members who recommeded this tariff to you can assist?

MWT

I'm certainly not going to speculate which way they will go on this, but if they were to deny then it would be on the basis that the letter was in error, but it was post-contract information and contradicted the information given at the point the contract was entered into.

If this was done over the phone then they would point to a call recording which showed the customer had been told that it was a variable tariff during the call, for example.

... but as I've said, Octopus skew customer friendly so I'm certainly not suggesting they would go down that route.

savers_united

My parents are on this tariff, they have just checked their online account, their last statement says product type green variable. However it then also goes on to say price guaranteed until Sept 2023.

They never received any paperwork when they signed up or any email, did it over the phone and switched there and then back in July. 

They have not received any notification of a traiff increase yet, can you recall the date you signed up, all they can recall is being told that it's fixed until 2023. 

What do your bills show as product type? 

MWT

savers_united said:

My parents are on this tariff, they have just checked their online account, their last statement says product type green variable. However it then also goes on to say price guaranteed until Sept 2023.

That would make more sense as the guarantee that the price will remain below the cap (£50 below I think it was?) is fixed until 2023, but the cap can vary so it is a variable tariff...

I would have hoped that Octopus were explaining that to those offered the tariff on the phone, that is the bit of text that I posted earlier that goes with each tariff and should have been the minimum information they would be read over the phone.

worrywart_3

So it’s kind of fixed in that it’s fixed below the cap but the actual tarrif is variable.

MWT

worrywart_3 said:

So it’s kind of fixed in that it’s fixed below the cap but the actual tarrif is variable.

Correct, but I do recall commenting elsewhere at the time that customers were not going to understand this...

Bendo

worrywart_3 said:

So it’s kind of fixed in that it’s fixed below the cap but the actual tarrif is variable.

That might have been the intention, but the ops welcome pack clearly states it's fixed so they have made messed that up. They will find it difficult to override whats in the welcome pack.

MWT

Bendo said:

worrywart_3 said:

So it’s kind of fixed in that it’s fixed below the cap but the actual tarrif is variable.

That might have been the intention, but the ops welcome pack clearly states it's fixed so they have made messed that up. They will find it difficult to override whats in the welcome pack.

Still not suggestion that Octopus will do this, but no, incorrect post contract info does not override the correct pre-contract information, it is just an error to be corrected.

If they choose to go down that route it would have to be on the basis of what was delivered verbally or in a written form before they agreed to go onto the tariff, so that would be phone call records if they exist, previous emails and online marketing material etc.

Still hoping it won't get to that though as I do feel the complexities of this particular tariff could have been inadequately explained if it was all done by phone.

The website material was excruciatingly details though, so that part at least was clear, but many may not have actually seen it if it was a recommendation from a friend and a phone call to make the change...

savers_united

Bendo said:

worrywart_3 said:

So it’s kind of fixed in that it’s fixed below the cap but the actual tarrif is variable.

That might have been the intention, but the ops welcome pack clearly states it's fixed so they have made messed that up. They will find it difficult to override whats in the welcome pack.

My parents are telling me they did not even receive a welcome pack as existing customers they were switched tariffs over the phone. 

Not sure if this makes a weaker or stronger case for the OP, could be argued by anyone who did not receive a welcome pack (or email / letter regarding the new tariff details) that they were told over the phone it's a fixed tariff.

Their online account does state its fixed until 2023, the only mention of a variable tariff is on the monthly bill which they did not get until 6 weeks after switching tariff. 

I would be interested if the OP could let us know what it states on their bill for product type.