Octopus Credit

Andersoncouncil

Does anyone have any experience in having credit returned from Octopus?

I requested a refund from my account at the start of September, had two emails from them asking if I was sure, to which I replied that I was. Then had another email to say it was being processed. It never came through and another payment came off leaving my credit even higher. I’ve called them and they’ve told me it’s with the credit team now.

I’m due to pay again at the start of next week which will leave my account more than £800 in credit. My bill is up to date as of 10th October and that doesn’t include the government’s £66 payment.

To be honest I always like to keep a full months payment going into the winter but I could better use a lot of that money elsewhere. Maybe I have the wrong impression but I feel they’re trying to fob me off. Really just looking to know if this is normal.

MWT

Not usually a problem, but you should have the option to adjust your DD payment to a lower amount if you feel you are building up too much credit.

Too late to change it for next week, but something to look at for the payment after that...

badger09

Andersoncouncil said:

Does anyone have any experience in having credit returned from Octopus?

I requested a refund from my account at the start of September, had two emails from them asking if I was sure, to which I replied that I was. Then had another email to say it was being processed. It never came through and another payment came off leaving my credit even higher. I’ve called them and they’ve told me it’s with the credit team now.

I’m due to pay again at the start of next week which will leave my account more than £800 in credit. My bill is up to date as of 10th October and that doesn’t include the government’s £66 payment.

To be honest I always like to keep a full months payment going into the winter but I could better use a lot of that money elsewhere. Maybe I have the wrong impression but I feel they’re trying to fob me off. Really just looking to know if this is normal.

Yes, I have. Timescale was as follows:

7/8/22 submitted meter readings  
8/8/22 DD taken & statement generated
Account updated & message ‘you might like to return some money to your bank account’ with an amount suggested. 
Not sure of date, but I requested refund as suggested, rounded down to nearest £
11/8/22 email - refund request acknowledged
16/8/22 email - refund processed
18/8/22 refund credited to my bank

So I don’t think your experience is normal. CS are obviously busy but you shouldn’t have to wait that long. You could complain, or as MWT suggests, reduce your DDs from November until your credit is more reasonable.