Why can’t my energy company issue a credit for their overcharges?

Twogunbob

In April my energy company decided to almost double my monthly Direct Debit for gas and electricity. They’ve since agreed the new ‘recommended’ amount was wrong but decline to issue a credit. Their email explains that “my credit (about £260) will be drawn upon if needed” and that “to use your credit solely you would have to cancel next months transaction with the bank.” Is there another way I can get access to the money they’ve overcharged me?

DE_612183

which energy company is it? 

Twogunbob

The company is Octopus Energy.  We were transferred there after Avro ceased trading.

MWT

Sounds like there is a communication failure somewhere then as those are not usually your only options with Octopus...

If your account is fully set-up you should be able to adjust your DD down to a very low figure which would draw on the remaining balance, and they can certainly refund a part of the balance if it is significantly higher than your next bill is likely to be...

I would suggest you call again, but before you do that, just check that your last bill is relatively recent as if you have not been billed for more than a month that may be part of the problem...

[Deleted User]

MWT said:

Sounds like there is a communication failure somewhere then as those are not usually your only options with Octopus...

If your account is fully set-up you should be able to adjust your DD down to a very low figure which would draw on the remaining balance, and they can certainly refund a part of the balance if it is significantly higher than your next bill is likely to be...

I would suggest you call again, but before you do that, just check that your last bill is relatively recent as if you have not been billed for more than a month that may be part of the problem...

Agreed. I have my monthly DD set to a £1 for three months to reduce my credit balance. Octopus didn’t bat an eyelid. Do it online.

FWiW, Octopus has taken on a lot of new CS staff from failed suppliers as they thought that it was the right thing to do. From some of the responses that I have had recently, I sense that there is a staff training backlog.

wild666

I have £290 credit and pay a £55 monthly DD, it was £48, my monthly electric and gas usage since 2/4/22 will be about £63 per month that's about 126 kWh of electric and 4 units of gas, spring and summer, 46 kWh, plus the SC's, £22.77. I will reduce the credit by around £5 per month until around Sept/Oct them my gas usage will be around 5 units per week, 57 kWh, 250 kWh monthly, £18 per month but with the same electric usage. This would make my monthly bill around the £75 mark taking around £20 per month off the credit.

BobT36

I was £69 in credit and simply e-mailed hello@octopus.energy and asked for my full credit back. 

They sent the whole amount, no questions asked.