Octopus refund issue.

Scooterist

Hi, short story, I am with octopus energy for gas and electricity, they set the direct debit amount to £309 a month and when i looked at my app, it said I am in credit of £2800. So I requested a refund, first they wanted an upto date meter reading, which I found bizarre as I have a smart meter, but I gave them a reading, but I still haven't received a refund. I requested £2500. Can they legally hold my money?

masonic

Refunds can take up to 10 days to process. Yes, asking for a meter read is normal, although they could collect a smart read if you give them an extra day.

Variable direct debit is an option if you just want to pay for what you use when you use it. Then they would not be holding any of your money.

QrizB

Scooterist said:

I requested £2500. Can they legally hold my money?

When did you request it? As masonic says, refunds can take ten working days (two weeks).

TheMilkmansDad

when was your last bill and was it based on an estimate/smart reading?

MeteredOut

Scooterist said:

Hi, short story, I am with octopus energy for gas and electricity, they set the direct debit amount to £309 a month and when i looked at my app, it said I am in credit of £2800. So I requested a refund, first they wanted an upto date meter reading, which I found bizarre as I have a smart meter, but I gave them a reading, but I still haven't received a refund. I requested £2500. Can they legally hold my money?

Have you had a bill based on that reading? Until the bill comes through, you can't be 100% sure how much credit you are in.