Octopus Energy Claim

Spacek

Good Afternoon,

I am not sure is this belongs here but we are looking at any source of help as we are frustrated.

We are dealing with octopus for one and half year and getting nowhere.

We have moved to a property more than 3 years ago, and after more than 2 years of asking Octopus to send us somebody to check our meter as we suspected something was not right since our bills were too high for one bedroom property with two people living in (octopus  did not send anybody) 3rd party smart meter company found out that we have crossed meter with our neighbors.

Later Octopus confirming that this is a case and promised us refund.

More than 1 and half year later, no refund, no updates. Octopus keep saying that they are chasing 3rd party company (our ex neighbor's) for data.

We have contacted ombudsman who manage to chase octopus for £60 for inconvenience for long process and telling octopus to be chasing the other company (this was in April this year).

I did not accept this as I am afraid to give octopus free hand to be dealing with this who knows for how long.

I would like to ask for any advice how to resolve this and get my refund.

We are moving out of the country in 2 months time and need to resolve this in prior.

Thank you for any information.

[Deleted User]

Spacek said:

Good Afternoon,

I am not sure is this belongs here but we are looking at any source of help as we are frustrated.

We are dealing with octopus for one and half year and getting nowhere.

We have moved to a property more than 3 years ago, and after more than 2 years of asking Octopus to send us somebody to check our meter as we suspected something was not right since our bills were too high for one bedroom property with two people living in (octopus  did not send anybody) 3rd party smart meter company found out that we have crossed meter with our neighbors.

Later Octopus confirming that this is a case and promised us refund.

More than 1 and half year later, no refund, no updates. Octopus keep saying that they are chasing 3rd party company (our ex neighbor's) for data.

We have contacted ombudsman who manage to chase octopus for £60 for inconvenience for long process and telling octopus to be chasing the other company (this was in April this year).

I did not accept this as I am afraid to give octopus free hand to be dealing with this who knows for how long.

I would like to ask for any advice how to resolve this and get my refund.

We are moving out of the country in 2 months time and need to resolve this in prior.

Thank you for any information.

Have you raised a complaint against Octopus? If not, then do so now. You then have the right to escalate the issue to The Energy Ombudsman (after 8 weeks or Deadlock). These cases are complex because they can involve a number of suppliers but it shouldn’t have taken this long to resolve. It helps if you can identify the actual meter serial number that serves your property.

Spacek

Good Afternoon,

Thank you for quick reply.

Yes I have official complaint with Octopus. I was trying Energy citizen advisory as well, however they cannot action this as ombudsman was already once involved even the case with ombudsman is closed now.

Thank you

[Deleted User]

Spacek said:

Good Afternoon,

Thank you for quick reply.

Yes I have official complaint with Octopus. I was trying Energy citizen advisory as well, however they cannot action this as ombudsman was already once involved even the case with ombudsman is closed now.

Thank you

What did The Ombudsman say in its Final Decision?

Spacek

That Octopus need to send me £60 for inconvenience and keep trying to get this resolved. I am afraid to accept this as I will give power to octopus not to be rushing and can keep working on it for who knows how long.

[Deleted User]

Spacek said:

That Octopus need to send me £60 for inconvenience and keep trying to get this resolved. I am afraid to accept this as I will give power to octopus not to be rushing and can keep working on it for who knows how long.

If you do not accept an Ombudsman Decision then you are effectively withdrawing your complaint against the supplier. I suggest that you initiate another complaint. 

EssexHebridean

Often the Ombudsman will also give a period of time in which the supplier should sort out the issues - was this not the case for you? Did you ask why they weren't doing this?

Spacek

Ombudsman did not set time period as there is 3rd party company involved as they explained to me today.

Reed_Richards

Seems to me that you need a decision that covers the eventuality that the third party company fails to respond within a given time period.

Spacek

Good Afternoon,

Thank you for your advise. I have informed ombudsman and was promised that they will speak to octopus directly again. Is there a way the ombudsman can change the final decision?

[Deleted User]

Spacek said:

Good Afternoon,

Thank you for your advise. I have informed ombudsman and was promised that they will speak to octopus directly again. Is there a way the ombudsman can change the final decision?

No; there is a clue in the word FINAL. If you look at the Supply Licence you will see that it is littered with the word ‘reasonable’. If Octopus has made reasonable efforts to get some action from a third-party and the other party has not engaged, then Octopus has arguably met its obligations.

Edit: FWiW, in my experience, crossed meter issues are best addressed by the consumer in the first instance. You need to identify which meter is actually serving your property. Armed with this information, you can ascertain the correct MPAN/MPRN which has the meter serial number linked to it. It is then a 5 minute job for the nominated supplier to update the database with the correct postal address.