Octopus Energy website showing incorrect direct debit

Max68

Octopus to be fair have made a right pig's ear of this as it wasn't 100% clear what they were doing.  They reduced my D/D and said it was coming out on 3rd rather than 1st so I put it back up to £130 three days ago.  Today a mere £63 has been taken out of my account, which of course is £130 - £67.  They now have put on my account You are paying £130.00 on the 1st of each month Our recommended amount Based on your usage we recommend a monthly payment of £160.63.

 So, let's say I agree with that, does that mean I change my D/D to £93.63, which will be their suggestion of £160.63 less the £67 rebate?!!!!!  And I don’t class myself as stupid!!

Plus, their Crystal Ball is a mess as it just lists the payments October to March as £63.  Yes, you can adjust payments but that also increases the payments for other months that the rebate doesn't apply to.

MWT

Dolor said:

Thank you. I have seen all the blogs etc. The silence from Octopus has been deafening. I am on Tracker Gas and Go Faster. Consumers really shouldn’t have to scour blogs to find out what is going on. My wife and I have friends who do not have the internet.

I don't disagree, but the Go Faster emails did go out with this information in there last Thursday, in my case.

It was heavy with formatting and URLs so I would definitely check your spam filters...

k_man

deannagone said:

I think people are misunderstanding and assuming its to do with something else.  My Octopus account has a large glitch on it.  My DD has been £160 since prices went up, my account is in credit.  

But when I looked at my account on 2nd October, the DD was reading at £90 and when I looked further I noticed although I was allowed to give gas readings the previous meter reading I had given had been replaced with another far far higher reading I hadn't given, it wasn't a round number either (I am also very very careful to read and reread my meter reading entries to eliminate errors). 

Also the Aug - September bill contained no gas useage.  It was just for electricity, although when I looked at the bill when Octopus created it on 13th September after my previous meter reading on 12th it did contain a small £30 gas useage.  I saw it.  But if the website was working properly and the listed previous gas meter reading was correct (it isn't), it should have been hundreds of pounds lol.  When I looked at the Aug-September bill yesterday, the gas element that I saw and agreed with on 13th September was completely gone.  Like I had no gas useage at all.

None of this makes sense of course, so I suspect there is a glitch on the Octopus website.  I have emailed them and will let you know what they say.  It seems to be to do with a glitch on gas useage.

The OP claimed the DD was incorrect (by exactly £67),

dosh37 said:

I logged on to their website today and went to the 'My Account' page.
It shows my Direct Debit to be £47.79. I wish.

....

My Direct Debit was £114.79 before the end of September increase.

It's good to see energy suppliers have everything under control and that our money is being well spent.

 and we explained why this was.
Your situation is something different

Max68

Max68 said:

Octopus to be fair have made a right pig's ear of this as it wasn't 100% clear what they were doing.  They reduced my D/D and said it was coming out on 3rd rather than 1st so I put it back up to £130 three days ago.  Today a mere £63 has been taken out of my account, which of course is £130 - £67.  They now have put on my account You are paying £130.00 on the 1st of each month Our recommended amount Based on your usage we recommend a monthly payment of £160.63.

 So, let's say I agree with that, does that mean I change my D/D to £93.63, which will be their suggestion of £160.63 less the £67 rebate?!!!!!  And I don’t class myself as stupid!!

Plus, their Crystal Ball is a mess as it just lists the payments October to March as £63.  Yes, you can adjust payments but that also increases the payments for other months that the rebate doesn't apply to.

Right just spoken to Octopus and this is the scenario for my situation, but it may help others.  The lady said that from Octobers bill until March £67 will be taken off your bill.  So, for me as well as the £63 they have already taken out of my bank account I am making a one-off payment of £67 = my usual monthly payment of £130.  Next month my D/D has been changed back to £130 on the first of the month and as I said £67 will be taken off the bill.  That's the way Octopus are doing it, can't speak for other companies.  Octopus recent email about direct debits seems to have confused the situation plus moving D/D's from the 1st to the 3rd this month hasn't helped.   ***Just to clarify I am just reciting what I was told by the lady at Octopus when I rang to see how the credit would be applied.  She may be wrong of course, but don't shoot the messenger!

Spoonie_Turtle

Just gonna point everyone to Octopus' website as already linked and shown in the thread

The £400 Energy Bill Support Scheme kicks in too.

• Sometime in the next week or so, you'll receive a £66 credit from us. It won't necessarily be on the 1st of the month, so don't worry if you don't see it. This is first credit of six you'll receive this Winter, adding up to £400 non-repayable government support.

https://octopus.energy/blog/government-support-with-energy-costs-this-winter/