Octopus 15M Fixed E7 Rate 1/Rate 2 swap

Phones4Chris

I'd not had a bill since changing from the SVR E7 to the Fixed 15M tariff on the 25th September (should be monthly).
Throughout, the usage and costs have been showing correctly in the Octopus "My Energy" section of the App/Account (and Bright App).

So on the 7th November I thought I'd try and provoke billing by submitting a manual reading.
In the App, the few meter readings upto the 25th September were showing the correct way round.
I submitted correct readings the correct way round on Nov.7th.
The App now shows the readings (with a different Day reading) for the 7th November, the wrong way round - ie. Rate 1 and Rate 2 interchanged. The previous readings are still showing the correct way round.

It all resulted in an incorrect and grossly large bill, strangely showing the day and night readings the correct way round but charging them at the wrong Rate (wrong way round) - which I of course promptly challenged. 1st phone call, clearly an inexperienced rep said I'd given the readings the wrong way round which I HAD NOT, so told them to forget it I'd call again.
2nd call, someone  more switched on, who seemed to understand.
Back office messed around for a week and produced the SAME INCORRECT BILL !!
It's been email ping-pong since and still not resolved. Greg will be next on the email list!

The meter still correctly displays (and has throughout) Rate 1 Day readings, Rate 2 Night readings.

Clearly this has NOTHING to do with the meter as they were manually submitted readings. This appears to be some issue with the 15M Fixed E7 Tariff software.

Has anyone else had  a similar problem - no bill yet, or swapped rates since the switch to the 15M Fixed Tariff?

EssexHebridean

Have you tried to submit a reading on the online account, rather than through the app, to see if that fixes things? Usually it's those with their E7 set up "backwards" who are more prone to transposed reading issues, but it sounds like yours is "normal". 

Phones4Chris

The readings were submitted via the online account. I tend only to use the App as a "double-check" of things or to look for things that do not show up the same in the online account.
The E7 appeared to be set up correctly at the start, there was no change of registers on the meter, and the opening readings tallied with the previous suppliers readings on the same registers.

Phones4Chris

Well this is still rumbling on. I'm "hoping" that I'll see the corrected bill on Monday after my last email, however the agent that has my account assigned has no control over the people in a back office who seem to have an oar in on this WITHOUT them reading or taking account of the latest information/facts etc, as now the "My Balance" has resorted to the "stupid" figure and the DD reminder says it'll take a stupid amount on the specified date. It'll take a while for the agent to put it right!
Failing that, it'll be time for a formal complaint.
Disappointed.

Scrounger

Phones4Chris said:

Has anyone else had  a similar problem - no bill yet, or swapped rates since the switch to the 15M Fixed Tariff?

Mrs Scrounger had a problem at the start of the month; joined Octopus as a new customer for the E7 version of this tariff (quote and welcome pack received).  After few days of joining noticed in the app that she was on the single rate version (costing about double what it should as she has storage heaters).

Email complaint to Greg, matter was sorted within 2 days with £30 goodwill + £30 for the overcharges (I calculated about £17).

Coupled with the £50 referral payment (and £50 for me as the referrer) this provided a nice boost to the coffers.

@Phones4Chris - you need to go straight to the top: greg@octopus.energy


Scrounger

Phones4Chris

Still rumbling on. Waiting to see the latest "compromise" bill an agent has promised.
To be more precise, the issue arose after a change to v3 of the 15M Fixed tariff, having previously been on v1.

Whilst they've now got the "billing" meter readings the correct way round and charged at the correct day & night rates, they've still got an overestimated night reading for the change of tariff (v1 to v3) day,
Even taking the total day+night usage from the start to the change of tariff date (in their app!!) and adding it just to the night usage, it doesn't get near the estimated reading they've come up with.
Also they've been given "proof" of correct readings. You just can't make this up. Why has Octopus CS gone so far down the drain.
@Scrounger thanks for your moral support, I'd already threatened them with Greg  so if they don't get it right by the end of this week, I'll compile the email to him over the weekend.
In future, if I submit a manual reading, I shall grab a screen shot of the page (usually done on the PC rather than App) so some of this sort of nonsense can't re-occur.

Scrounger

@Phones4Chris you have the patience of a Saint (unlike me).

Hope you get it sorted soon.


Scrounger