Octopus Energy dragging feet over getting meter checked.

Chrysalis

21 August is my 8 week point, the complaints did respond after about a week, to report they bounced it back to the billing team, and since then absolutely nothing.

I offered as good will gesture to be liable for half of the bill on the basis I never definitively proved the meter was at fault, but also Octopus never proved it was not faulty.  I also said the payments I am making are under duress to protect my credit rating even though there has been no demand for payments, I am been cautious.

However this month I am going to reduce the payment as I realised I am paying off the bill at a rate that will be done within a quite quick period, which makes it in their interest to just not respond and eventually the bill is paid.

I am not sure if the 8 week period is from the time of complaint or from their last response, would appreciate if anyone knows that.  Because of that I didn't send any other emails because if its the latter I would just be delaying when I could escalate.

My argument will be a usage of 30 units a day is unrealistic, and I have ongoing smart meter readings from the time of the installation to indicate my actual usage as well as some readings I took prior to the meter swap showing much higher readings vs post swap on same electrical appliances and lifestyle, I had agreed to pay the £80 for a meter check, and it was Octopus who denied the check request not myself.  Octopus argument I am sure will be that on the balance of probabilities the meter was working properly and I simply did consume an average of 30 units a day during the time period.

For reference the prior reading at the start of the time period was done by a meter reader.

MWT

From what I remember of the early stages of this I would suggest you be prepared to explain why you didn't just cancel the smart meter install if you wanted them to proceed with the meter check? ... it had to be one or the other and in the end, proceeding with the smart meter install removed the possibility to prove a fault.

Re the 8 weeks bit, it is 8 weeks from the time you opened the complaint.

Chrysalis

Yeah I really should have taken more notes, as they are a bit short.  But I do plan to explain what went on with not cancelling the smart meter install, thanks.

Chrysalis

MWT following your advice that further correspondence wont reset the 8 weeks and I seen another Octopus customer was able to get call recording via a subject access request, I have now issued my own subject access request as on multiple calls there was refusals to do the test and one call also advised me they would test the same day as the meter swap.

Chrysalis

Will be sending the request to the ombudsman now.

When I requested the call records, and asked why there was no response, the first bit was ignored and they said they requested again the billing team responds to me.  I have never seen a complaints department act in this way, its as if the billing department is above the complaints department in authority which is just odd.  Octopus is one of the strangest companies I have dealt with in terms of communication.

Case submitted.

Its in a pending state due to some kind of checks needing to be carried out, found nothing on their website which states how long these take, seems the system is designed just for delays and waiting.

Chrysalis

This has been resolved, it was escalated late last week and after a phone call I am accepting a resolution, wont say the amount but its considerable and close to what I proposed.

So got there in the end.  Also formal letter of apology.

Chrysalis

MWT said:

From what I remember of the early stages of this I would suggest you be prepared to explain why you didn't just cancel the smart meter install if you wanted them to proceed with the meter check? ... it had to be one or the other and in the end, proceeding with the smart meter install removed the possibility to prove a fault.

Re the 8 weeks bit, it is 8 weeks from the time you opened the complaint.

See post above, quoting you as you was interested till the end.

I expect I could have got more, this was the first offer after ombudsman, interestingly the ombudsman official offer only state's the compensation, octopus didnt put the bill adjustment on there which they kept to our personal agreement.  Also the billing team still didnt back down, they got overruled.

MarcoM

Chrysalis said:

MWT said:

From what I remember of the early stages of this I would suggest you be prepared to explain why you didn't just cancel the smart meter install if you wanted them to proceed with the meter check? ... it had to be one or the other and in the end, proceeding with the smart meter install removed the possibility to prove a fault.

Re the 8 weeks bit, it is 8 weeks from the time you opened the complaint.

See post above, quoting you as you was interested till the end.

I expect I could have got more, this was the first offer after ombudsman, interestingly the ombudsman official offer only state's the compensation, octopus didnt put the bill adjustment on there which they kept to our personal agreement.  Also the billing team still didnt back down, they got overruled.

hi can i ask you how long did the ombudsman take to review your complaint from date of submission to them?

Chrysalis

MarcoM said:

Chrysalis said:

MWT said:

From what I remember of the early stages of this I would suggest you be prepared to explain why you didn't just cancel the smart meter install if you wanted them to proceed with the meter check? ... it had to be one or the other and in the end, proceeding with the smart meter install removed the possibility to prove a fault.

Re the 8 weeks bit, it is 8 weeks from the time you opened the complaint.

See post above, quoting you as you was interested till the end.

I expect I could have got more, this was the first offer after ombudsman, interestingly the ombudsman official offer only state's the compensation, octopus didnt put the bill adjustment on there which they kept to our personal agreement.  Also the billing team still didnt back down, they got overruled.

hi can i ask you how long did the ombudsman take to review your complaint from date of submission to them?

So I submitted on the 23rd August, evidence was also uploaded that date.  There was a period of time it was pending, where additional checks are required.

31st August i got the email from Octopus it had been escalated.  Unlike my manual submitted complaint I got a complaint reference number from Octopus so this seems to go to a proper complaints team.

So it was about a week.

Today Octopus rang me, although the bill adjustment is dated 4 September.

From what I understand the process with the ombudsman is they first let the company make you a proposal, so they dont get involved at first other than been in the middle for communication and record keeping, I think they only review themselves if the proposal is declined.  I accepted so I never got to that point.

stewie_griffin

If they can agree a resolution with the Ombudsman being involved then they only get charged half the case fee.