Octopus direct debit

JovisUK

Having followed advice, swapped to Octopus, stated first direct debit Nov 17th, never happened. Emailed said dd set up done dont worry? Next dd Nov 23rd, did not happen? Emailed stated dd set up for Dec 23rd ? So I am now in energy debt having never owed any one for energy for over 38 years!!! There customer service is rubbish!

MikeJXE

Sorry to hear your not happy with Octopus 

I have been with them since February and I must admit initial contact was slow, a few days to a week to answer emails however I'm sort of laid back person and never had to phone them

Yes they are a bit slow taking the first DD and as you say puts you in debt, that will be rectified in the DD

I knew my usage for the previous 2 years so Octopus allowed me to quote what my DD should be 

I'm on dumb meters so I give them a reading every 1st of the month and a bill 2/3 days later 

I have a credit balance of £300 and that's my choice 

Just relax a bit as it will get sorted 

I trust you got your £50 reward after being recommended by one of us 

la531983

There is nothing stopping you logging in and making a manual payment if you want to pay them money.

dunstonh

JovisUK said:

Having followed advice, swapped to Octopus, stated first direct debit Nov 17th, never happened. Emailed said dd set up done dont worry? Next dd Nov 23rd, did not happen? Emailed stated dd set up for Dec 23rd ? So I am now in energy debt having never owed any one for energy for over 38 years!!! There customer service is rubbish!

If the switch didn't complete within the expected timescale, then the first payment date will be moved on.      They have to give 10 working days notice with the first payment.    Plus, AUDDIS can sometimes be sluggish to acknowledge the initial handshake or it can reject and need a second input.  

That can prevent a payment being collected in month one and it will rollover to month 2.

Also, you probably have owed for energy as often it is paid for in arrears.  i.e. you use it first and pay for it after.

Saver1456

JovisUK said:

Having followed advice, swapped to Octopus, stated first direct debit Nov 17th, never happened. Emailed said dd set up done dont worry? Next dd Nov 23rd, did not happen? Emailed stated dd set up for Dec 23rd ? So I am now in energy debt having never owed any one for energy for over 38 years!!! Their customer service is rubbish!

Did you move from Shell? If so have you seen this thread?

https://forums.moneysavingexpert.com/discussion/6489065/shell-energy-final-bill-overcharge-warning#latest

FollowerOfMartin

JovisUK said:

Having followed advice, swapped to Octopus, stated first direct debit Nov 17th, never happened. Emailed said dd set up done dont worry? Next dd Nov 23rd, did not happen? Emailed stated dd set up for Dec 23rd ? So I am now in energy debt having never owed any one for energy for over 38 years!!! There customer service is rubbish!

I hope Octopus have sorted out your issues with your direct debit payment dates.

I had a very similar experience when I switched from Shell to Octopus.  I signed up to Octopus on 14th November.  The switching email specified that the first direct debit would be taken from my account on 22nd November.  When I then logged into my new Octopus account it showed the same first direct debit date.

However, when I logged in again on 16th November the direct debit date had changed to 17th November, the first day of supply from Octopus.  I made sure there were sufficient funds in my account for the 17th but also emailed Octopus to complain about the late change in direct debit date.  No direct debit was taken from my account on 17th November.  Octopus apologised and confirmed that my first direct debit would be taken on 8th December.  My online account later confirmed this but strangely it took a few more emails before the Octopus app changed the direct debit day from the 17th to the 8th.

Overall the way Octopus dealt with the problem was a breath of fresh air when compared to my still ongoing problems dealing with Shell.  More details about these are on the link given by saver1456.