Octopus Energy Scandal

ic

EssexHebridean said:

Phones4Chris said:

@moto50 Having read your more recent post, I'm afraid I think being told to "go to a competitor" IS a Scandal.
(I hope you noted the agent's name for future reference if so needed).
You seemed to have thrown some doubt on the accuracy of meter readings.
The query about the IHD and the actual meter is valid. However the IHD should accurately show the TOTAL kWh for your energy. if your are on a multi-rate tariff (even E7), it won't show separate readings for the day and night rates, you'd need to look at the meter itself.
Also check that the meter serial number showing on your acoount and bills is actually the one on the meter. Mix-ups have occurred before!

BiB - I suspect this being said to anyone (not specifically the OP)  depends on the tone of the conversation that preceded it - like a lot of organisations these days Octopus are intolerant to rudeness to or abuse of their staff - and it may be that the standard advice if that situation is encountered is to suggest that the customer moves elsewhere. It may of course also have been that what was said was along the lies of "Of course if you aren't happy with the way we do things, you are free to move to another supplier of your choice" which is entirely different in tone to "go to a competitor" presented as a stark statement. 

I quite expect that the in the conversation the op has been assured they're on the cheapest tariff available, and if they believe they should pay less, they'll need to move to another supplier.

As covered, if the tone of the OP is poor and intolerant - each side will have heard differently and interpreted the conversation differently.  The OP should just go on the website or app, adjust their payment and get on with the life, rather than now seek some outcome for a "scandal" of their own making.

born_again

moto50 said:

Firstly - thankyou for your comments, using the app to reduce is something we have not looked into, as we just pay whatever is needed.

Now, we have asked numerous times to reduce the amount paid each month to more accurately cover what we are using. Each time, INCLUDING TODAY - Octopus have told us that isn't possible. We have been told to KEEP the payment the same, or USE ANOTHER SUPPLIER.

Now, I am neuro diverse, so may have missed something here. Surely, if it was as simple as changing a setting in an app, or moving to a variable direct debut - why wouldn't the Octopus CS agent just say that, rather than telling us to go to a competitor? Rather lose a customer that pays on time, every time - over allowing them to pay what the bill really is? Customer service are meant to help, the company is mean to be honest - so why not state that?

I still think there is an active interest in keeping your money in their accounts to trade with, instead of just allowing you to pay for what you use? Why can I not pay what is owed or at least somewhere closer to it?

Yes, I do have a smart meter - no, it does not match the bill, nor the package we are on, and changes all the time. Octopus told us to ignore it. The meter thinks we are using over £250 a month as the day rates and unit rates change up and down daily. We pay £160 and accrue huge amounts of credit.

Octopus have our package at one rate - the bill states we have charged at a lesser rate per unit/standing charge the meter does what it likes. Moaned since they put it in, told it is all fine, they can't answer why and not to worry about it.

Why should that be good enough? How can you accurately pay what is owed, when the company billing you don't know and can't answer why either? I do find that a scandal - you are paying an amount, and the company cannot account for what or how much? That is ok?

Sure, Sheep - nothing to see, move along. Pay the money, do what you are told. Easy answer I guess.

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