Octopus Energy failing to refund credit balance

wakeupalarm

I submitted a meter reading and requested a refund of my credit balance still leaving a credit balance.

Octopus Energy have failed to refund after 4 weeks and just say it is processing.
In the meantime they have taken a further Direct Debit payment.

Did Ofgem not recently remind energy companies they have an obligation under their license conditions to refund money promptly when requested and they shouldn't hold onto customers money unnecessarily.

Hoenir

How many working days ago did you make the request? 

EssexHebridean

That they are issuing you a refund wouldn't have changed the fact that they will still take your DD, I wouldn't have thought? 

daveoc22

I had the same situation but when I checked my bank account the refund was there, even though my Octopus balance still showed it in credit. Took 16 days from when I requested it.

dharm999

Same for me, the refund just appeared in my bank account with no notification from Octopus that they had done it

stripling

Yes, it's normal to keep paying your DD while the refund gets processed. Mine happened in about 10 working days and like the others, it just appeared in my bank account without a mention. Keep in mind we just had Easter hols which chokes both banking days and other things processing too. 

msymonds

Morning all, I have left Octopus for EDF and I am just under £600 in credit with Octopus. They are refusing to pay me that credit, saying that its pending for the final closure. They have told me this will take 60 days, is this correct as I can find nothing on their website about this except for the usual 14 days. I left 18 days ago.  

MWT

msymonds said:

Morning all, I have left Octopus for EDF and I am just under £600 in credit with Octopus. They are refusing to pay me that credit, saying that its pending for the final closure. They have told me this will take 60 days, is this correct as I can find nothing on their website about this except for the usual 14 days. I left 18 days ago.  

They have 6 weeks from the day you switched to prepare the final bill and 10 days after that to repay any credit due.

born_again

They have 6 weeks to produce the final bill.

Explained by EDF here.

https://www.edfenergy.com/help-support/faq/when-will-i-get-my-final-bill-when-i-change-supplier#:~:text=You should get your final,another final bill for gas.

molerat

msymonds said:

Morning all, I have left Octopus for EDF and I am just under £600 in credit with Octopus. They are refusing to pay me that credit, saying that its pending for the final closure. They have told me this will take 60 days, is this correct as I can find nothing on their website about this except for the usual 14 days. I left 18 days ago.  

It may be that EDF are dragging there heels in passing on the opening reads - it is their responsibility to do that - you have given them your opening reads ? - which is probably the case knowing how useless they are - once bitten twice shy as they say

Have Octopus been using accurate smart or manual reads every month ?

Lottiedoggy

Dreadful customer service from Octopus. Do not build up substantial credit with them would be my advice. I switched to Fuse Energy on 15th October and I’m still waiting for them to refund me the final balance of £324, despite numerous emails from me and promises from them that it would be paid by 28th November. I expected so much better from a company that prides itself on its customer service.