Octopus refused my refund request

24

Comments

  • gt94sss2
    gt94sss2 Posts: 5,626 Forumite
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    angeljs said:
    I'm well over £600 in credit and have asked for £300 refunded. They have just refused with no reason. Can they do this? I have a smart meter. 
    Have you had a recent statement?

    They usually insist on one having being issued in the last 10/14 days before they agree to a refund

  • SAC2334
    SAC2334 Posts: 758 Forumite
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    edited 13 January at 12:36PM
    OP has not mentioned what their monthly direct debit is .If its say £200 they don t qualify for £300 repay , £150 a month they do ..just . 
  • bristolleedsfan
    bristolleedsfan Posts: 12,084 Forumite
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    edited 13 January at 2:34PM
    Official Octopus Energy line has always been "the money in your account is yours and you're free to have a refund of any outstanding credit" (Blog about it somewhere)


  • QrizB
    QrizB Posts: 13,822 Forumite
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    edited 13 January at 2:56PM
    Official Octopus Energy line has always been "the money in your account is yours and you're free to have a refund of any outstanding credit" (Blog about it somewhere)
    But also (per your screenshot) that you need up-to-date meter readings.
    OP hasn't yet come back to this thread with any more info.
    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.
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  • bristolleedsfan
    bristolleedsfan Posts: 12,084 Forumite
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    QrizB said:
    Official Octopus Energy line has always been "the money in your account is yours and you're free to have a refund of any outstanding credit" (Blog about it somewhere)
    But also (per your screenshot) that you need up-to-date meter readings.
    OP hasn't yet come back to this thread with any more info.
    Correct, whilst I did not quote post above mine, I was evidencing against "OP has not mentioned what their monthly direct debit is .If its say £200 they don t qualify for £300 repay , £150 a month they do ..just"
  • badger09
    badger09 Posts: 11,200 Forumite
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    badger09 said:
    angeljs said:
    I'm well over £600 in credit and have asked for £300 refunded. They have just refused with no reason. Can they do this? I have a smart meter. 
    That’s very odd. I’m often substantially in credit, though below £600, & Octopus regularly offer me a refund.
    In fact I’ve just checked. My account is £396.02 in credit & they’re offering me refund up to £79.18 leaving bal £316.84  I had a refund of £125 as recently as 23 December. 
    How they calculate their recommended balance is a complete mystery but that’s for another thread. 

    Please answer Spoonie_Turtles questions. 
    Apologies
    I’ve amended my incorrect figures above in bold. 
    Octopus current recommended balance £316.84 is nowhere near 2 months DD payments. As I said earlier,  how they calculate it is a complete mystery but in my case it is not 2 months DD. 
     Pity OP hasn’t responded 
  • bristolleedsfan
    bristolleedsfan Posts: 12,084 Forumite
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    edited 14 January at 11:10AM
    For the benefit of apparent confusions on this thread regarding value of credit refunds Octopus customers can request.

    T+C 8.2.1 (i) you should keep your account in credit 


    If someone wants a larger refund than offered/recommended via online account contact Octopus in the same way as customers who want to set a lower monthly DD than online system allows/recommends.






  • cmullig
    cmullig Posts: 2 Newbie
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    Whilst Octopus may agree that the money in your account is yours getting it back is frustrating to say the least, I requested a refund and during the call was told that my account needed to be updated this I agreed to and provided my gas ( non smart ) reading, this all took a few minutes  then I was advised that my refund would take unto 10 days when I asked why the answer was given as bank clearing times this is I believe just an excuse to get more interest on my money. then give a lot of different excuses but I consider their position  unreasonable and unnecessary.
  • Scot_39
    Scot_39 Posts: 1,813 Forumite
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    10 days - if that's 10 working not calander days - is the same as EOnNext refund policy.

    Three days of which is standard bank clearing time for BACS.

    If you don't like being in credit don't be - switch to monthly variable direct debit or prepay.

    At this time of year monthly fixed annualised plan direct debits should generally be in credit - with typically 2-3 high heating months to go to spring.
  • Hoenir
    Hoenir Posts: 1,990 Forumite
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    angeljs said:
    I'm well over £600 in credit and have asked for £300 refunded. They have just refused with no reason. Can they do this? I have a smart meter. 
    When were you last billed. 
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