Cancelling energy fix within 14 days - Octopus still charging exit fee?

Oasis1

Hi folks. I asked to use cooling off period to cancel an energy fix with Octopus a while back, but they said I would be charged the exit fee. I asked whether that should be waived and they said "No, the cooling off period does not waive the exit charge."

Is that correct? I can't really find an answer on this, but doesn't seem right.

Oasis1

This article says: "If you do switch to a fix with high exit fees and change your mind, you always have a 14-day cooling off period after you switch, when you can cancel without penalties."But I don't know what the source is to present this to Octopus?

In their T&Cs, they only say: "If you cancel your Contract with us within the cooling off period, you will be liable for any charges you incur for your supply between the Supply Start Date until the date your new contract starts."

An exit fee isn't a charge incurred for supply (as it doesn't relate to energy supplied), so how can they be saying the fee isn't waivered if the contract is cancelled during the cooling off period?

Any help much appreciated, particularly how I challenge this with Octopus. Thank you!

MattMattMattUK

Please stop creating multiple threads on the same subject. I have asked for this to be merged with your original thread on the Energy board. 

BellaBlondykeTheThird

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier/

MSE_ForumTeam5

Hi @Oasis1 - for anything related to gas/electric suppliers, our Energy board is the best place to post, which is why both your threads have been moved here and merged.

Swipe

They are wrong. Raise a complaint with them and, if they won't budge, ask for a deadlock letter and go to the energy ombudsman.

bristolleedsfan

Nearest I can find on a search now.

·

Dec 20, 2023

@OctopusEnergy

Hi, I switched to a 12 month fixed tariff on 15/12. I am now having second thoughts. Do I have a certain amount of time to ask to revert back to the Variable tariff without incurring the £75 exit fee? Thanks

Oasis1

Thanks so much everyone. I will go back to them to challenge it.

bristolleedsfan

................................

Swipe

Swipe said:

They are wrong. Raise a complaint with them and, if they won't budge, ask for a deadlock letter and go to the energy ombudsman.

Or just call back and hope to be put through to someone who knows what they are talking about. It really is pot luck these days when calling suppliers.

Qyburn

Log it with Octopus as a complaint, that way it stays on their system until you agree to close it.

Their original response is a nonsense. "No, the cooling off period does not waive the exit charge." That would make the cooling off period meaningless, no different to cancelling at any other time.