Octopus cannot solve my billing. Can I complain and get them to write it off?
Options
julius1973
Posts: 13 Forumite
in Energy
I live in a very old house and moved to octopus energy around two years ago. With that move they initiated a smart meter installation.
The smart meter was seemingly working fine so I never queried the bills. Back in June something caught my eye that the bill was not correct so I called them. They said that the Smart meter had not been working for over a year and that they would get it sending information again.
I waited until September so that we could have three months of information to see how this was working. In September I was told that they were amending my bill. The next week it produced a £5000 credit and I was about to request this book then they created a new bill which was £9000 for six months of utilities. My normal spend is around £300-£350 per month so I knew this was incorrect.
At this time I had a physical me to read by somebody and I discussed the above with him. He said to complain to Ofgen and octopus would have to write off the debt. I spoke to up to person they said that this is a very complicated issue and they would resolve it by the start of November. Here we are near to Christmas and they have not solved this. I am paying £330 per month on direct debit which is about right from my energy use. I am in no rush to get Octopus to solve this as the longer it takes the worse they look.
My question is. Is there any kind of statute of limitation is for them to solve this. If they cannot solve this can I simply make the regulator force them to write off this billing period because they do not have a clue how much I have consumed and how much to charge me?
At this time I had a physical me to read by somebody and I discussed the above with him. He said to complain to Ofgen and octopus would have to write off the debt. I spoke to up to person they said that this is a very complicated issue and they would resolve it by the start of November. Here we are near to Christmas and they have not solved this. I am paying £330 per month on direct debit which is about right from my energy use. I am in no rush to get Octopus to solve this as the longer it takes the worse they look.
My question is. Is there any kind of statute of limitation is for them to solve this. If they cannot solve this can I simply make the regulator force them to write off this billing period because they do not have a clue how much I have consumed and how much to charge me?
0
Comments
-
Are you able to read the meter yourself, and if so have you provided that reading to Octopus?Just as a first step, trying to see if the meter is completely dead, or just not sending readings...Similarly when the meter reader attended were they able to get a reading?0
-
MWT said:Are you able to read the meter yourself, and if so have you provided that reading to Octopus?Just as a first step, trying to see if the meter is completely dead, or just not sending readings...Similarly when the meter reader attended were they able to get a reading?
I was wondering if the longer it carries on if there is a chance they have to write it off0 -
It sounds like the meter is recording your usage correctly but Octopus aren't able to access the readings remotely. Basically, it works like an old dumb meter and unless you do regular monthly meter readings and give them to Octopus, they will have to estimate your use.
You say you have been paying £330 monthly by direct debit, I'm assuming this is since you had the meter fitted 2 years ago? That's £7920. Give Octopus a manual reading and they will issue a bill for the correct amount of energy you have used. What you have paid already might cover it, or you might owe them more. You can't know how much you should use, you are only guessing, as you have never had correct regular bills for this property.
There is no "write off", you have used the electricity and need to pay for it.Barnsley, South Yorkshire
Solar PV 5.25kWp SW facing (14 x 375 Longi) Lux 3.6kw hybrid inverter and 4.8kw Pylontech battery storage installed March 22
Octopus Agile/Fixed Outgoing and Tracker gas3 -
julius1973 said:MWT said:Are you able to read the meter yourself, and if so have you provided that reading to Octopus?Just as a first step, trying to see if the meter is completely dead, or just not sending readings...Similarly when the meter reader attended were they able to get a reading?julius1973 said:I was wondering if the longer it carries on if there is a chance they have to write it off1
-
julius1973 said:I am in no rush to get Octopus to solve this as the longer it takes the worse they look.
My question is. Is there any kind of statute of limitation is for them to solve this. If they cannot solve this can I simply make the regulator force them to write off this billing period because they do not have a clue how much I have consumed and how much to charge me?
You may be able to get a small compensation payment for the shortfall in service you have received, but you most likely will be expected to pay for the energy used.Do you/Octopus now have an accurate and up to date meter reading? If so it shouldn’t be too difficult to get a good idea of whether Octopus’ new bill is reasonably accurate by looking at your billed vs actual usage (and any payments made) since the meter was last sending readings.Moo…1 -
julius1973 said:MWT said:Are you able to read the meter yourself, and if so have you provided that reading to Octopus?Just as a first step, trying to see if the meter is completely dead, or just not sending readings...Similarly when the meter reader attended were they able to get a reading?
I was wondering if the longer it carries on if there is a chance they have to write it offNo chance of a full write-off.Does your current meter reading make sense given it started at zero when the meter was installed?Highly unlikely that it 'wasn't reading for 9-12 months' just that it wasn't responding to data requests.Which tariff are you on with Octopus, and is it single-rate or do you have E7 or similar?julius1973 said:The next week it produced a £5000 credit and I was about to request this book then they created a new bill which was £9000 for six months of utilities. My normal spend is around £300-£350 per month so I knew this was incorrect.The £9,000 is probably not for 6 months, but for the period from when the meter was installed.What are you basing your 'normal spend' on? Tariff rates have changed a lot in the last 2 years so you can't look back and assume your current bills will be the same...Odds are you will be due a partial credit for any under-payment over 12 months before the first accurate bill, but that is all.As mentioned above, they do get to keep the DD payments you have made and use those to cover the use that is over 12 months before the accurate bill, so your credit would only be for the difference over those DD payments.Similarly, anything you have used in the last 12 months will have to be paid for, so even if there was any unused DD payments from the earlier period it is unlikely there be anything left over...This is not simple as the CS agent said, but it is something they can do using industry standard profiles to split the metered use to determine how much of it was older than 12 months...1 -
Have you complied with Section 15.3 of the Ts & Cs?15.3 Unless your meter is a Traditional Prepayment Meter or a Smart Meter which we are able to communicate with remotely, you are required to provide us with a meter reading each month at a specified time.0
-
I had this situation when SSE fitted a smart meter here. I'm in the habit of taking very frequent meter readings (having been caught out with a meter registration error many years ago) so I just submitted those as the smart meter couldn't get a signal. Just as well I did as when they eventually swapped the non-communicating smart meter out for a new dumb meter somehow they forgot to take the readings! They tried to get me to accept their estimate, but when I said I had lots of readings taken manually going back months they gladly accepted those instead.As above, there's no write off if the meter is recording properly. You will be billed for actual recorded usage from the meter registers. If that's more than you've paid by DD then you'll get a bill for the difference that has to be paid one way or another, if less then you will get a credit.1
-
Gerry1 said:Have you complied with Section 15.3 of the Ts & Cs?15.3 Unless your meter is a Traditional Prepayment Meter or a Smart Meter which we are able to communicate with remotely, you are required to provide us with a meter reading each month at a specified time.0
-
Yes, Octopus can solve your billing. It's one of the simpler cases.Yes, you can complain and you might receive a token credit for poor service.No, they won't write it off.They can pursue you for six years.N. Hampshire, he/him. Octopus Go elec & Tracker gas / Shell BB / Lyca mobi. Ripple Kirk Hill member.
2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 30MWh generated, long-term average 2.6 Os.Taking a break, hope to be back eventually.Ofgem cap table, Ofgem cap explainer. Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs.2
Categories
- All Categories
- 343.6K Banking & Borrowing
- 250.2K Reduce Debt & Boost Income
- 449.9K Spending & Discounts
- 235.8K Work, Benefits & Business
- 608.8K Mortgages, Homes & Bills
- 173.3K Life & Family
- 248.4K Travel & Transport
- 1.5M Hobbies & Leisure
- 15.9K Discuss & Feedback
- 15.1K Coronavirus Support Boards