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

Sunnysmiles1
Posts: 3 Newbie

in Energy
£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?
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?
0
Comments
-
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.1 -
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.0
-
I would request more than £1k refunded, there should be no reason for them to keep £700 on account
1 -
Sunnysmiles1 said:£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?
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!
0 -
MattMattMattUK said: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.
My last bill was 20th March at £40.160 -
Sunnysmiles1 said:MattMattMattUK said: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.
My last bill was 20th March at £40.161 -
Sunnysmiles1 said:Sunnysmiles1 said:£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?
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!
So no, while they are electronic, banking systems do not work.Life in the slow lane3 -
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.0
-
@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 updated0 -
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
0
Confirm your email address to Create Threads and Reply

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