Just been switched from Shell to Octopus: where is my credit?

Ferg1

Hello,
I have just been switched from Shell to Octopus and the £141 odd credit I had in my account has now been mysteriously reduced to £37 odd. This at the start of the week. I have since received a second email today, telling me that I have been charged £35 for this whole week(!), and that the credit is now only £1.21. I am on a smart meter and in a flat, sole occupant. Has anyone had anything similar? I have written to them demanding an explanation. Something similar happened to me when I was transferred to Shell (this is the second time!) but I am really baffled and annoyed by this. 
Thank you for any ideas/shared experience.

QrizB

Your Octopus account has a "View my balance history" page. Does that give any useful information?

Are there any bills showing on your Octopus account?

macman

You should get your final bill from Shell within the statutory 6 weeks, would that account for the absent £104?

maya85

They probably calculated the final balance based on the last meter reading. 

EssexHebridean

macman said:

You should get your final bill from Shell within the statutory 6 weeks, would that account for the absent £104?

Is this applying where the account has simply been transferred over to Octopus as part of the handover, rather than being as part of a switch?

Scot_39

Ferg1 said:

Hello,
I have just been switched from Shell to Octopus and the £141 odd credit I had in my account has now been mysteriously reduced to £37 odd. This at the start of the week. I have since received a second email today, telling me that I have been charged £35 for this whole week(!), and that the credit is now only £1.21. I am on a smart meter and in a flat, sole occupant. Has anyone had anything similar? I have written to them demanding an explanation. Something similar happened to me when I was transferred to Shell (this is the second time!) but I am really baffled and annoyed by this. 
Thank you for any ideas/shared experience.

Wait for bills and check readings on them against actual meter readings and that they progress normally during handover.

I.e. the end numbers for your last pseudo Shell bill and start numbers for first Octopus bill match.  So you don't pay twice etc and any even small credit or debit carries forward.

My balance fluctuates by c£100 monthly every month - more in winter months - simply due to the different dates DD credit is paid in and monthly usage is deducted. Their description sounds credible enough in that sort of context.

wild666

If you were told that a switch would happen on a certain date then you could have given a meter reading as close to midnight as possible on the last day your account was with Shell this would, or should, create a reading within 1 kWh of any actual usage. 

Scot_39

It's an internal switch now az Octopus bought over Shell.

Some internal switches did not work well - e.g. between different generations of billing systems like at BGas recently - for not all but some users posting re issues here.

I had an issue going from EOn to EOn Next platforms - that to be fair EOn Next spotted on review and fixed about 2 weeks later before my first bill issued (got tge email about fix before 1st statement - but the error would I was told have been visible on my on line account - if I had had immediate access)

So the OP is correct to monitor things are progressing across even this internal handover.

tdsmithj

I have been moved over from shell. I have always been in credit and suddenly all these extra payments are coming out. Completely depleting all my credit and putting me in debit. 
I already paid my energy on the 4th February for around £280 now another payment just come out on the 19th for £150.

Now £196 will go out on the 25th February. Surely this can't be right?