Octopus refused my refund request

gt94sss2

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

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

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

bristolleedsfan 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.

bristolleedsfan

QrizB said:

bristolleedsfan 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 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

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

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

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

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.