Octopus credit disappeared

System

This discussion was created from comments split from: Quick question about Octopus Outgoing billing.

LB7

In March 2023 I received an energy statement from Octopus Energy, stating that my account was in credit of £503.00. I requested a refund of £400 which was approved and I received the refund in to my bank. 

Then in April 2023, after they took a meter reading, although I am on a smart meter, they claimed my account was in debit of £570.90. 

My usage had not changed and I live on my own in a small 2 bed terraced house, I work 2 days at home. 

The large credit has now completely disappeared from my account and Octopus cannot explain what has happened. 

MikeJXE

Thats strange it sounds like a glitch

I was in credit with Octopus by the tune of £373 and asked for a refund of £267 last month. 

That was approved and paid, my credit was then £106

QrizB

Welcome to the forum.

LB7 said:

In March 2023 I received an energy statement from Octopus Energy, stating that my account was in credit of £503.00. I requested a refund of £400 which was approved and I received the refund in to my bank.

All good so far.

LB7 said:

Then in April 2023, after they took a meter reading, although I am on a smart meter, they claimed my account was in debit of £570.90.

Octopus will have issued you with a bill following the April meter reading. What did that bill say? Did the energy use recorded on the bill work out as that large debit?

LB7 said:

My usage had not changed and I live on my own in a small 2 bed terraced house, I work 2 days at home.

How much energy have you used in the last year? Check your bills formeter readings 12 months apart.

LB7 said:

The large credit has now completely disappeared from my account and Octopus cannot explain what has happened.

Your bills should explain everything. What exactly do they say?