Final electric bill from Octopus, their billing team at it again. RESOLVED

masonic

WibbleBaaaaaa said:

^^^^I switched on Feb 7th, last bill i got was 1 day short of my switch day, so as of today, still no final bill which will be for 1 day when it comes, and still no refund of £230 credit because i cannot get a refund until i get that final bill, strange right, almost like it was deliberate to withhold 1 day as to stop that refund.

Then the £40 compensation for not receiving the final bill within 6 weeks is almost upon you. Once paid, you could start chasing them.

HillStreetBlues

Chrysalis said:

Still going back and fro today, they dont seem very competent,

I agree.
Trying to get my final bill, or at least a bill that will refund me some of my credit.
e-mailed them and they asked for a reading, I gave them the reading and told them that the Ombudsman agreed with that read. Octopus replied saying glad the Ombudsman agreed the reading, but could the have a photo of meter number. I send a photo of the meter with  number visible and told them to ignore the actual reading. I then got a reply thanking me for the reading. I emailed back saying it was not a  meter reading  it was a the meter number. The reply was  the reading  wasn't  the same as I gave them.
Now I've emailed back as per my last few emails the reading should be ignored as it's the photo of the meter number you wanted and I'm going round in circles.

wakeupalarm

HillStreetBlues said:

Chrysalis said:

Still going back and fro today, they dont seem very competent,

I agree.
Trying to get my final bill, or at least a bill that will refund me some of my credit.
e-mailed them and they asked for a reading, I gave them the reading and told them that the Ombudsman agreed with that read. Octopus replied saying glad the Ombudsman agreed the reading, but could the have a photo of meter number. I send a photo of the meter with  number visible and told them to ignore the actual reading. I then got a reply thanking me for the reading. I emailed back saying it was not a  meter reading  it was a the meter number. The reply was  the reading  wasn't  the same as I gave them.
Now I've emailed back as per my last few emails the reading should be ignored as it's the photo of the meter number you wanted and I'm going round in circles.

Exactly the same, still going around in circles with Octopus Energy, have submitted complaints and asked for deadlock letters yet they just ignore my questions and come back asking questions that are not to do with what I have raised namely being charged by both Octopus Energy and Tomato Energy for the same units.  They seem to be almost deliberately trying to confuse the matter.

WibbleBaaaaaa

masonic said:

WibbleBaaaaaa said:

^^^^I switched on Feb 7th, last bill i got was 1 day short of my switch day, so as of today, still no final bill which will be for 1 day when it comes, and still no refund of £230 credit because i cannot get a refund until i get that final bill, strange right, almost like it was deliberate to withhold 1 day as to stop that refund.

Then the £40 compensation for not receiving the final bill within 6 weeks is almost upon you. Once paid, you could start chasing them.

Last email i sent them was a week ago, so at this point i am going to leave it and see how long it takes them, but they most certainly seem to be going out of their way to make switches away from them as much of a hassle as possible, and i say that as someone who moved from British gas to octopus in 2022, and with BG it was all done within 8 days of moving, final bill and credit refunded, so when British gas end up the more customer friendly, then you know something is very wrong. lol

WibbleBaaaaaa

Well as a small update, i just checked to see if my credit had been refunded and it has not, but as of today a £40 payment for Standard of performance (final bill overdue) has been credited to my as of yet refunded credit balance........so let's see if i get my credit refunded within the next 10 days, or if this continues, or if they come up with some unpaid bill that they some who did not take from my DD and their SM readings that tye had full control over. lol

Oh and let me reiterate the stupidity here, octopus actually sent me a bill for 14 days of lekky use, that was 1 day short from the day i switched, 3 weeks after i switched, they actually had someone make a bill short of 1 day for some reason i still cannot fathom, if i were to guess they might be hoping TE would have went under by now and ex customers would be back to octo, so hold off as long as possible in refunding any credit to customer who left Octo for TE. lol

masonic

WibbleBaaaaaa said:

Well as a small update, i just checked to see if my credit had been refunded and it has not, but as of today a £40 payment for Standard of performance (final bill overdue) has been credited to my as of yet refunded credit balance........so let's see if i get my credit refunded within the next 10 days, or if this continues, or if they come up with some unpaid bill that they some who did not take from my DD and their SM readings that tye had full control over. lol

Oh and let me reiterate the stupidity here, octopus actually sent me a bill for 14 days of lekky use, that was 1 day short from the day i switched, 3 weeks after i switched, they actually had someone make a bill short of 1 day for some reason i still cannot fathom, if i were to guess they might be hoping TE would have went under by now and ex customers would be back to octo, so hold off as long as possible in refunding any credit to customer who left Octo for TE. lol

The reason it was 1 day short is because that is the most recent midnight read they thought* they'd be able to get before losing access to the data.

* Have seen evidence elsewhere that both suppliers should be able to access the daily reading for switch day from a smart meter.

WibbleBaaaaaa

The thing is octo have my final reading, and they had it 3 weeks after the sent out a bill with of 1 day short, it is on my octo account for all to see, i can see it and i am sure octo can see it, and it is the very reading that TE used when i switched over, so octo must have given them said reading, so i have no idea why 3 weeks later they sent out a bill with that 1 day missing, unless as i said, they are hoping internally at Octo that TE folds and we all go running back, so no need to refund any credit.

But a really weird situation for a company that is supposed to be better then the bigger energy cartel across the UK.

masonic

WibbleBaaaaaa said:

The thing is octo have my final reading, and they had it 3 weeks after the sent out a bill with of 1 day short, it is on my octo account for all to see, i can see it and i am sure octo can see it, and it is the very reading that TE used when i switched over, so octo must have given them said reading, so i have no idea why 3 weeks later they sent out a bill with that 1 day missing, unless as i said, they are hoping internally at Octo that TE folds and we all go running back, so no need to refund any credit.

But a really weird situation for a company that is supposed to be better then the bigger energy cartel across the UK.

Where did this final reading come from? Are you saying it must have come from TE because you didn't enter it? If so then that is very strange. I entered my final read via the app on my switch day, but Octopus didn't want to use that because it might differ from the one TE would supply them (no read ever came from TE and they eventually went with my customer reading).

WibbleBaaaaaa

The final reading is on my octo account, so i assume the SM did what it was supposed to do on the agile tariff and take 30 mins readings, so it shows the last meter reading on the day of the switch, and shows the actuall 23:59 meter reading, i even took a video the meter showing the time, date and reading from the meter itself,  and that reading is also on mywatts for TE, and my first bill from TE started with said reading, which is correct, so the question still remains why octo 3 weeks later billed me for 1 day short of my final bill, which is now 7 weeks from my switch date.........so i have no idea what is going on at octo and readind across the internet this seems to be somewhat of a issue with octo going by other peoples online posts........ but  i am going to give them 10 day to see if my credit refund goes through, and if not then contact the regulator, as i think i have allowed this Octopus clown show to do on long enough.

masonic

It seems there is something very unique going on with your energy accounts. It is well known that TE cannot read meters, and Octopus failed to take a final read for anyone else who switched away. The question remains how did those readings get onto MyWatts and Octopus online accounts. If you are saying, despite staying up to record your meter on switch day, you didn't do anything with it, perhaps it was the meter fairies.

You are also unique in TE billing you from a specific reading. The rest of us do not have any mention of a reading on our initial bill, so cannot know what reading was actually used to open the account, if any.