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

pixiesox

Have you tried clicking on ‘view my bills’ and viewing the pdf’s? They should show in-depth workings. If they still don’t show a unit price you should see the overall usage and what she was charged. As you know her standing charges, perhaps deduct that for the number of days and divide the remainder amount by the number of kWh used to at least get a rough idea of the unit price.

MWT

OK, with a little calculation based on the numbers in the screenshot, it would suggest you are in the East Midlands supply region, that would give these value for the Octopus Standard Variable Tariff:

This should match what you would see on a bill, just take care when looking at the bills as you will see the rates displayed without VAT in some places (5%).

You can see the same information here: https://octopus.energy/tariffs/

Do not hit the 'Quote' button just scroll down a little and enter your post code...

MoneyMon555

AhMWT said:

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?

Ah....thank you so much, that clarifies it what she is paying now.

Still a little bit confused about how I go about working out the single rate for electric on the other tariffs though as that shows day/night prices.

But much appreciate your help @MWT

k_man

MoneyMon555 said:

AhMWT said:

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?

Ah....thank you so much, that clarifies it what she is paying now.

Still a little bit confused about how I go about working out the single rate for electric on the other tariffs though as that shows day/night prices.

But much appreciate your help @MWT

The Tariffs page should show Day and Night rates under Eco 7 Electricity, then single rate under Electricity e.g.:

Eco 7 Electricity

Day unit rate: xx p/kWh

Night unit rate: xx p/kWh

Standing charge: xx p/day

Electricity

Unit rate: xx p/kWh

Standing charge: xx p/day

MWT

MoneyMon555 said:

Still a little bit confused about how I go about working out the single rate for electric on the other tariffs though as that shows day/night prices.

But much appreciate your help @MWT

Go to the link in my previous post and you'll see something like this...

Don't touch the 'Quote' button, just enter your Post Code where I've put MK1 1AA, open the filter panel just below that and select 'Fixed' and 'Domestic' if you want to see the fixed tariffs, and then you'll have a long list, one of which will be the 'Loyal' fixed tariff for existing customers who have been there a while...

It is not cheap though...