Overcharged for gas by Octopus

tomlondon2024

Many thanks indeed for all the helpful responses. I have written a long email to Octopus attaching some relevant documents and explaining how the issue has arisen. I really hope this comes to the attention of someone with the experience and understanding to resolve it (the fact that so many on this forum can see the problem makes me hopeful that Octopus will too!). I felt like I was going mad when the frontline staff were refusing to acknowledge any issue.

Swipe

I'd open a proper complaint rather than just a normal email

tomlondon2024

MultiFuelBurner said:

MWT said:

tomlondon2024 said:

I believe it is a "4 digit imperial meter" reading in units of 100 cubic feet - as shown below.

It seems to me that the issue is that Octopus have wrongly assumed that the meter re-started at 0000.

The problem is that I keep coming up against 'computer says no' responses - no engagement with the substance.

Thanks for confirming the meter type, it is clearly imperial so that part at least is correct.

Once your meter does go past 9999 it will roll over to 0000 again so that will happen at some point, but the problem is they estimated it already had and then that caused them to disregard the 'wrong' readings you were providing as they were too far apart from the estimates.

If, as QrisB suggested earlier, the front-line staff are not understanding the problem then get a complaint in.

Once you reach someone who can see the issue, it should be a quick fix.

There was a recent X (twitter) post by Octopus depicting Greg and his team around a PC trying to work out why someone's billing was so wrong.

If I was the OP I would put a message on that X post and track out to Greg Jackson DM on X.

https://twitter.com/OctopusEnergy/status/1750478787815317886?t=E-q8w5BI2RV4iSdGePRdiA&s=19

I contacted Greg via DM on X and within two hours the problem was resolved.

My account is now £800 in credit. Many thanks for the suggestion!

t0rt0ise

tomlondon2024 said:

MultiFuelBurner said:

MWT said:

tomlondon2024 said:

I believe it is a "4 digit imperial meter" reading in units of 100 cubic feet - as shown below.

It seems to me that the issue is that Octopus have wrongly assumed that the meter re-started at 0000.

The problem is that I keep coming up against 'computer says no' responses - no engagement with the substance.

Thanks for confirming the meter type, it is clearly imperial so that part at least is correct.

Once your meter does go past 9999 it will roll over to 0000 again so that will happen at some point, but the problem is they estimated it already had and then that caused them to disregard the 'wrong' readings you were providing as they were too far apart from the estimates.

If, as QrisB suggested earlier, the front-line staff are not understanding the problem then get a complaint in.

Once you reach someone who can see the issue, it should be a quick fix.

There was a recent X (twitter) post by Octopus depicting Greg and his team around a PC trying to work out why someone's billing was so wrong.

If I was the OP I would put a message on that X post and track out to Greg Jackson DM on X.

https://twitter.com/OctopusEnergy/status/1750478787815317886?t=E-q8w5BI2RV4iSdGePRdiA&s=19

I contacted Greg via DM on X and within two hours the problem was resolved.

My account is now £800 in credit. Many thanks for the suggestion!

Well done and thanks for getting back to us and letting us know.

QrizB

tomlondon2024 said:

I contacted Greg via DM on X and within two hours the problem was resolved.
My account is now £800 in credit. Many thanks for the suggestion!

That's a success, well done

MultiFuelBurner

tomlondon2024 said:

MultiFuelBurner said:

MWT said:

tomlondon2024 said:

I believe it is a "4 digit imperial meter" reading in units of 100 cubic feet - as shown below.

It seems to me that the issue is that Octopus have wrongly assumed that the meter re-started at 0000.

The problem is that I keep coming up against 'computer says no' responses - no engagement with the substance.

Thanks for confirming the meter type, it is clearly imperial so that part at least is correct.

Once your meter does go past 9999 it will roll over to 0000 again so that will happen at some point, but the problem is they estimated it already had and then that caused them to disregard the 'wrong' readings you were providing as they were too far apart from the estimates.

If, as QrisB suggested earlier, the front-line staff are not understanding the problem then get a complaint in.

Once you reach someone who can see the issue, it should be a quick fix.

There was a recent X (twitter) post by Octopus depicting Greg and his team around a PC trying to work out why someone's billing was so wrong.

If I was the OP I would put a message on that X post and track out to Greg Jackson DM on X.

https://twitter.com/OctopusEnergy/status/1750478787815317886?t=E-q8w5BI2RV4iSdGePRdiA&s=19

I contacted Greg via DM on X and within two hours the problem was resolved.

My account is now £800 in credit. Many thanks for the suggestion!

Superb 👍👍👍

dealyboy

Well done MFB  .

Strummer22

Begs the question, is Greg the only one who can get things done? He must be awfully busy!

MultiFuelBurner

Strummer22 said:

Begs the question, is Greg the only one who can get things done? He must be awfully busy!

This was very topical, the team being Greg's X account would have known about the recent X post about all the top people huddling round a PC sorting out one customers bill. A case of right time right issue.

That said I have had at least one communication that does appear to come from the man himself on his X DM. I do suspect he delves into the account periodically and gets stuck in.

I'm not sure the CEO'a of other suppliers do or even show their faces public ally as the head of their companies as regularly as Greg does.