How can I get a complaint taken seriously at Octopus energy?

MoneyMon555

As the title says, I need a way of complaining officially to Octopus. Ideally an email.

I have done the email contract address on their page for regular issues,  and they are just sending 'none' answer replies, and I wish to take it further.

I am doing it for my mum who I have POA for on financial affairs. Octopus are refusing to give an answer about her tariff that was rather complicated by moving across to them a couple of year ago from a day/night rate to a single rate. 

Spies

Login to the account and check?

MoneyMon555

Spies said:

Login to the account and check?

Well, yes, I have logged in and the tariff is not shown, that is why I am complaining. They are not showing an electricity unit price (merely standing charge). But then further down on that tariff page they show a day time and night time rate (2 different figures)
And when I email them about it they do not directly answer my query ...

k_man

Have you tried phoning them?

[Deleted User]

This is Octopus’ complaints email address as per its website:

issueresolution@octopus.energy

I would always go the written route if you think that you may have to escalate the issue.

fryedslyce

Have you tried: issueresolution@octopus.energy

MoneyMon555

fryedslyce said:

Have you tried: issueresolution@octopus.energy

Thanks, I mailed yesterday - yet to hear back yet though

elsien

https://octopus.energy/unhappy/

MWT

MoneyMon555 said:

Spies said:

Login to the account and check?

Well, yes, I have logged in and the tariff is not shown, that is why I am complaining. They are not showing an electricity unit price (merely standing charge). But then further down on that tariff page they show a day time and night time rate (2 different figures)
And when I email them about it they do not directly answer my query ...

Not sure what the question is, but that is how the tariffs are shown on the Octopus account page, here is an example from my account...

This shows my tariff name and the standing charge...

This shows the rates that apply for my tariff...

So what is the question that they are not answering? ... what you describe indicates that your Mother is on a dual rate tariff, not a single rate.

... or have they set both time periods to the same cost which would be how they would offer a single rate to someone with a meter configured for E7...

MoneyMon555

MWT said:

MoneyMon555 said:

Spies said:

Login to the account and check?

Well, yes, I have logged in and the tariff is not shown, that is why I am complaining. They are not showing an electricity unit price (merely standing charge). But then further down on that tariff page they show a day time and night time rate (2 different figures)
And when I email them about it they do not directly answer my query ...

Not sure what the question is, but that is how the tariffs are shown on the Octopus account page, here is an example from my account...

This shows my tariff name and the standing charge...

This shows the rates that apply for my tariff...

So what is the question that they are not answering? ... what you describe indicates that your Mother is on a dual rate tariff, not a single rate.

... or have they set both time periods to the same cost which would be how they would offer a single rate to someone with a meter configured for E7...

So, the meter was previously  set up with 2 readings on it (day and night) to allow for the Economy 7 tariff a good few years ago.
When moving to Octopus, I changed it to a single rate. So NOT on day/night tariff now.
Now on the tariff page when logged in, (if my screen shots appear?), you can see what shows up , or doesn't show up in the first one...

MWT

Those look like the screenshots from the tariff change page, rather than your account page which should show something formatted like mine...

What you see on the Tariff Change page may look a bit funky as the meter profile will be forcing it to display an E7 tariff for the options like that fixed rate tariff in your screenshot, but the fact the account is set to single tariff is confusing the display of the current tariff on that page...

What do you see on the 'My Account' page? ... and for that matter what does it show on a recent bill?