Problems with octopus billing

Dogbyte009

I think @Qyburn is correct. They've clawed back money they think has been overpaid for exports. That's probably an automated response based on the zero meter reading.

You need to find an earlier bill(s) that shows your past export payments - preferably one based on an actual rather than estimated read. You then need to phone Octopus and talk to a human.

V3cash

Dogbyte009 said:

I think @Qyburn is correct. They've clawed back money they think has been overpaid for exports. That's probably an automated response based on the zero meter reading.

You need to find an earlier bill(s) that shows your past export payments - preferably one based on an actual rather than estimated read. You then need to phone Octopus and talk to a human.

Thanks, I’ll have a look and do that tomorrow.
I’ve emailed before about problems and the response has been good but you are right I need to discuss this with a person.

Qyburn

Something else amiss, they only show one meter serial number, I suspect thats the old meter.  See below when our meter was changed, they closed off billing showing readings and serial number of the old meter ..


Then restarted from zero using readings from the new meter, new serial number ..

V3cash

6338 was the last exported reading i have in May so i think they might owe me for difference, but it still says estimated I think so maybe not.
i have received an email back saying it is for exported. I have questioned why i was charged for 8000+ so I’ll see what he says, think he hasn’t cross checked with my payments so hasn’t quite understood my question.

QrizB

V3cash said:

6338 was the last exported reading i have in May so i think they might owe me for difference, but it still says estimated I think so maybe not.
i have received an email back saying it is for exported. I have questioned why i was charged for 8000+ so I’ll see what he says, think he hasn’t cross checked with my payments so hasn’t quite understood my question.

it's clearly an error. There were some exported units recorded on your old meter bit they've assumed that there weren't.

If you're now speaking to a person rather than an AI, you should be able to explain this to them and they should be able to reverse the 8000 unit correction.

If they can't, you'll need https://octopus.energy/unhappy

V3cash

QrizB said:

V3cash said:

6338 was the last exported reading i have in May so i think they might owe me for difference, but it still says estimated I think so maybe not.
i have received an email back saying it is for exported. I have questioned why i was charged for 8000+ so I’ll see what he says, think he hasn’t cross checked with my payments so hasn’t quite understood my question.

it's clearly an error. There were some exported units recorded on your old meter bit they've assumed that there weren't.

If you're now speaking to a person rather than an AI, you should be able to explain this to them and they should be able to reverse the 8000 unit correction.

If they can't, you'll need https://octopus.energy/unhappy

Thanks I’ll keep that link in mind if I don’t get any resolution 

Qyburn

Another couple of thoughts. In my case at least the meter serial number is the same for both export and import.

The other thing is what's happened with import billing? Does it show the same issue, a former reading of several thousand kWh followed by a later reading of zero from the same meter s/n?

MWT

Qyburn said:

Another couple of thoughts. In my case at least the meter serial number is the same for both export and import.

The meter serial number will always be the same, it is the MPAN that is different for import/export.

Qyburn

So that can be cross checked against meter s/n given on the import billing for the period in question.

V3cash

Qyburn said:

Another couple of thoughts. In my case at least the meter serial number is the same for both export and import.

The other thing is what's happened with import billing? Does it show the same issue, a former reading of several thousand kWh followed by a later reading of zero from the same meter s/n?

No they seem to have gone on from 0 and then billed for units from that point for imported.
Octopus have now passed it to billing team to look at so hopefully I’ll know in a couple of days