We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
We're aware that dates on the Forum are not currently showing correctly. Please bear with us while we get this fixed, and see Site feedback for updates.

5Wks waiting Octopus refund

£2. 5k in credit for over a year. Asked for a refund 12th February 2024, octopus stated that I've not been billed for a period of time so took payment out of credit, still leaving £1.650 credit. So I requested £1k refund, was promised should be with me 26th Feb, maybe sooner.

Fast forward to 14th March, requested from Octopus why repayment still not received, looked into and stated they have reprocessed the account ans should be with me in next 7 to 10 days.

Fast forward 24th March, contacted Octopus again and was assured the credit was being processed. 

Contacted on 28th March to ask what the delay is in receiving the £1k credit and received an email back stating looking into the issue. 

Today, 5th April, 50 days later I still have not received £1k refund and my account is now £1,700 still in credit. 

How do I get the £1k back as it looks like Octopus are not being forthcoming after 50 days. 

Has anyone been successful in getting a credit? 


Comments

  • la531983
    la531983 Posts: 2,555 Forumite
    1,000 Posts First Anniversary Name Dropper
    edited 5 April 2024 am30 8:51AM
    Yes, every refund I have asked for I have had in my account within the week.

    You need to escalate it as an official complaint.
  • MattMattMattUK
    MattMattMattUK Posts: 10,211 Forumite
    1,000 Posts Fourth Anniversary Name Dropper
    You also need to submit regular meter readings so you can make sure your account is up to date if you do not have a smart meter. They generally will not process refunds for accounts that have not been billed in the last 60 days. As your request was over £500 it needs to go for review and authorisation so it can take longer, it might be quicker to request £500 a few times. 
  • rumpetroll
    rumpetroll Posts: 109 Forumite
    Sixth Anniversary 100 Posts Photogenic Name Dropper
    I would request more than £1k refunded, there should be no reason for them to keep £700 on account
  • £2. 5k in credit for over a year. Asked for a refund 12th February 2024, octopus stated that I've not been billed for a period of time so took payment out of credit, still leaving £1.650 credit. So I requested £1k refund, was promised should be with me 26th Feb, maybe sooner.

    Fast forward to 14th March, requested from Octopus why repayment still not received, looked into and stated they have reprocessed the account ans should be with me in next 7 to 10 days.

    Fast forward 24th March, contacted Octopus again and was assured the credit was being processed. 

    Contacted on 28th March to ask what the delay is in receiving the £1k credit and received an email back stating looking into the issue. 

    Today, 5th April, 50 days later I still have not received £1k refund and my account is now £1,700 still in credit. 

    How do I get the £1k back as it looks like Octopus are not being forthcoming after 50 days. 

    Has anyone been successful in getting a credit? 


    Raised a complaint this morning and was then told my refund was processed on the 28th March. You can imagine my response especially when I was told there must be a bank holiday hold up with payment.

    When I said everything is electronic these days and you take payments over bank holidays, can they please explain how there can be an issue with a refund. They added that there was a human element at Octopus that needed to be done to push the bank payment through. Really? 

    Apparently my complaint is going to be forwarded to an investigator as its taken several requests and time so I have asked to wait yet again whilst they investigate! 

  • You also need to submit regular meter readings so you can make sure your account is up to date if you do not have a smart meter. They generally will not process refunds for accounts that have not been billed in the last 60 days. As your request was over £500 it needs to go for review and authorisation so it can take longer, it might be quicker to request £500 a few times. 
    Thank you. These are sent via my smart meter supposedly every half hour.

    My last bill was 20th March at £40.16
  • MattMattMattUK
    MattMattMattUK Posts: 10,211 Forumite
    1,000 Posts Fourth Anniversary Name Dropper
    You also need to submit regular meter readings so you can make sure your account is up to date if you do not have a smart meter. They generally will not process refunds for accounts that have not been billed in the last 60 days. As your request was over £500 it needs to go for review and authorisation so it can take longer, it might be quicker to request £500 a few times. 
    Thank you. These are sent via my smart meter supposedly every half hour.

    My last bill was 20th March at £40.16
    You could also consider switching to monthly full bill/variable Direct Debit, where you pay your bill in full every month and do not run up a credit, you just need to be sure of your budgeting, bills in summer will be much lower, bills in winter much higher, but if you are happy with that then it makes sense. 
  • born_again
    born_again Posts: 18,418 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    £2. 5k in credit for over a year. Asked for a refund 12th February 2024, octopus stated that I've not been billed for a period of time so took payment out of credit, still leaving £1.650 credit. So I requested £1k refund, was promised should be with me 26th Feb, maybe sooner.

    Fast forward to 14th March, requested from Octopus why repayment still not received, looked into and stated they have reprocessed the account ans should be with me in next 7 to 10 days.

    Fast forward 24th March, contacted Octopus again and was assured the credit was being processed. 

    Contacted on 28th March to ask what the delay is in receiving the £1k credit and received an email back stating looking into the issue. 

    Today, 5th April, 50 days later I still have not received £1k refund and my account is now £1,700 still in credit. 

    How do I get the £1k back as it looks like Octopus are not being forthcoming after 50 days. 

    Has anyone been successful in getting a credit? 


    Raised a complaint this morning and was then told my refund was processed on the 28th March. You can imagine my response especially when I was told there must be a bank holiday hold up with payment.

    When I said everything is electronic these days and you take payments over bank holidays, can they please explain how there can be an issue with a refund. They added that there was a human element at Octopus that needed to be done to push the bank payment through. Really? 

    Apparently my complaint is going to be forwarded to an investigator as its taken several requests and time so I have asked to wait yet again whilst they investigate! 

    DD's are not taken or worked over bank holidays. Same as many retailer do not process refunds. As limited staff over holiday periods.

    So no, while they are electronic, banking systems do not work.
    Life in the slow lane
  • Swipe
    Swipe Posts: 5,477 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    If they won't refund more than £1K, change to variable direct debit and use up the remaining credit that way. You can always switch back to regular monthly direct debit closer to winter if you prefer.
  • badger09
    badger09 Posts: 11,477 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    @Sunnysmiles1
    Have you checked your bank account?
    I’ve never had a problem with refunds from Octopus, though none as large as yours. Often the money is credited several days before the account page is updated 
  • I'm having a similar issue with Octopus.  I requested a refund weeks ago.Initially it showed as a pending transaction on my account.
    When I hadn't received it I contacted Octopus. They claimed some issue with their systems prevented a refund. Firstly they never bothered to communicate that to me or secondly offer an alternative.
    So had I not contacted nothing would have happened. Since then I've e mailed, telephoned and communicated via X/ Twitter.Yet still Octopus retains my money! Their promises to deal with it are completely empty.They fail to even  follow their own procedures for complaints. Their customer service, if you can call it that, is inefficient, slow & amateurish.
    Octopus amend my account without any explanation or reference to me.I'm obviously foolish in thinking this is my account & my money.So then Octopus claimed it was actioning the refund.Yet again it appeared as pending in my account.At last thought I ,but no dear reader my optimism was misplaced.As yet again it was removed so back to square one.Thus I still await my refund.
    Unbelievable really as I had just completed a complaint against Octopus recently which went all the way to the Energy Ombudsman(EO)who ruled in my favour. Then only days later this issue arose. Is it my punishment for having the temerity to ask Octopus to deal efficiently and correctly in respect of my account??
    Looks like we go back to the EO!!
    I would say when I joined Octopus some years ago it was a good company to do business  with. It was efficient and proactive. Sadly that's not the case now

Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 348.4K Banking & Borrowing
  • 252.1K Reduce Debt & Boost Income
  • 452.4K Spending & Discounts
  • 241K Work, Benefits & Business
  • 617.3K Mortgages, Homes & Bills
  • 175.7K Life & Family
  • 254.1K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16K Discuss & Feedback
  • 15.1K Coronavirus Support Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.