How long should a refund take after switching suppliers?

worlestone

We switch from Octopus to Scottish Power for our Economy 7 at the end of August and are still waiting for a rebate, which is over £500.  We could really do with the money.  Octopus say it's down to Scottish Power and Scottish Power seem to only be contactable via their webchat which I cannot get a straight answer from

Brie

I transferred from Bulb to Eon as of 4th Oct.  I have been told that Bulb will be doing a final bill mid Nov so any credit won't be forthcoming until a couple of weeks after that.

Why if you have a credit with Octopus would they not be the one to refund it?  A final bill should have been produced by now so potentially you should have your ££ by the end of the month if my timeline is any indication.  I'd talk to Octopus again.

QrizB

I guess you don't yet have a closing bill from Octopus, or an opening one from Scottish Power? I'd be inclined to register a complaint with each of them.

https://community.scottishpower.co.uk/t5/Complaints/ScottishPower-Complaints/ta-p/37 (has a phone number)

https://octopus.energy/unhappy/ (also has a phone number)

[Deleted User]

Brie said:

I transferred from Bulb to Eon as of 4th Oct.  I have been told that Bulb will be doing a final bill mid Nov so any credit won't be forthcoming until a couple of weeks after that.

Why if you have a credit with Octopus would they not be the one to refund it?  A final bill should have been produced by now so potentially you should have your ££ by the end of the month if my timeline is any indication.  I'd talk to Octopus again.

I think that Octopus is suggesting that it is still waiting for an industry-validated meter reading/s from Scottish Power. The losing supplier cannot raise a Final Bill without this information. That said, we have only just come to the  6 week point. I would surprised if Octopus is not on the case. 

Brie

@[Deleted User]
Ah - I read it that Octopus was saying that SP would do the refund. 

Yes I had to give me reading to Eon who then passed it to Bulb who agreed to accept it as reasonable (!!!that did surprise me!!!) and then rather than it's normal instant bill it takes 6 weeks for the final calculation.

worlestone

[Deleted User] said:

Brie said:

I transferred from Bulb to Eon as of 4th Oct.  I have been told that Bulb will be doing a final bill mid Nov so any credit won't be forthcoming until a couple of weeks after that.

Why if you have a credit with Octopus would they not be the one to refund it?  A final bill should have been produced by now so potentially you should have your ££ by the end of the month if my timeline is any indication.  I'd talk to Octopus again.

I think that Octopus is suggesting that it is still waiting for an industry-validated meter reading/s from Scottish Power. The losing supplier cannot raise a Final Bill without this information. That said, we have only just come to the  6 week point. I would surprised if Octopus is not on the case. 

I think this is the case.  Though I have both a closing bill from Octopus and two bills now from Scottish.  The industry seems to be a shambles

worlestone

QrizB said:

I guess you don't yet have a closing bill from Octopus, or an opening one from Scottish Power? I'd be inclined to register a complaint with each of them.

https://community.scottishpower.co.uk/t5/Complaints/ScottishPower-Complaints/ta-p/37 (has a phone number)

https://octopus.energy/unhappy/ (also has a phone number)

Thank you, I'll follow up on this

griffb

I switched from Octopus to E.on on 5th October and gave E.on a reading same day. On 15th E.on notified me that the reading had been validated; Octopus posted the reading to my account and produced a final statement on 19th. On 20th the £30 due was repaid.

I must be one of the lucky ones - don't think I've ever had a transfer go wrong, even the transfer from Symbio to Green last year