Octopus Energy refund

Jenlangley23

Any advice, I am getting so frustrated with Octopus, moved home and gave my last readings on 9th March closed account and got final bill emailed to me with a mention that they were refunding me for the amount I was in credit for £148 within 10 days.  Several Emails later chasing said payment after 10 days!  No response to any of my emails now and no one seems to pick the phone up either. Apparently their award winning customer service team are available to answer your emails 7 days a week.  All on it when you owe them money but when they owe you totally different story.  

Merlin139

They do have 6 weeks from production of final bill to refund any outstanding balance. You could ask on twitter saying that you were advised on such date it would be 10 days. Its been however many days and ask them to look into it. 

I don't have any experience of Octopus producing a final bill as I have not left them. I have however requested a refund of credit. I was told that it would be reviewed within 7 working days. Then when reviewed that payment would be made within 3 to 5 working days. Payment arrived in my bank on 5th working day.

TheElectricCow

Merlin139 said:

They do have 6 weeks from production of final bill to refund any outstanding balance. You could ask on twitter saying that you were advised on such date it would be 10 days. Its been however many days and ask them to look into it. 

I don't have any experience of Octopus producing a final bill as I have not left them. I have however requested a refund of credit. I was told that it would be reviewed within 7 working days. Then when reviewed that payment would be made within 3 to 5 working days. Payment arrived in my bank on 5th working day.

Slight correction, they do have 6 weeks to produce the final bill, but from the point they have provided the bill they only have 10 working days to send the refund. If they fail to do so, the Ofgem guaranteed standards entitle the customer to an automatic compensation payment of £30, and if this isn’t paid within a further 10 working days an additional £30 will also be due (but no more after that).

My advice to the OP would be (now you’ve attempted to raise the issue as much as can be expected) to sit on it for a little longer and if Octopus don’t make the payment on time, then chase up and enjoy the free £60 bonus for the inconvenience.

Read more about the compensatory payments here:
https://www.ofgem.gov.uk/information-consumers/energy-advice-households/check-if-you-are-owed-money-your-energy-bill

Jenlangley23

Awesome, thanks for this. I've kept All emails stating the dates they said they would refund by. Off to Ofgem I go 👍

Raxiel

Jenlangley23 said:

Awesome, thanks for this. I've kept All emails stating the dates they said they would refund by. Off to Ofgem I go 👍

OFFGEM set the rules but they don't police them, it's the Energy Ombudsman you need to contact, although if you wait until the date has passed and then point out the breach to Octopus themselves, it's likely they'll agree to pay it without being directed to.

The Ombudsman service is free to consumers because the energy companies have to pay for every case that gets refereed, so they won't put up a fight when it's a clear cut case of being in the wrong.