Octopus - They tried to automatically switch me back to flexible tariff!

TopSaver1

Prior to the Energy cap rising on 1 April 2025, I used the topcashback comparison tool and it suggested EDF offers the best deal. So, I started the switch to EDF.

But soon afterwards, I phoned Octopus, and the customer services agent sent me an email link to switch my Current Octopus Flexible tariff to Loyal Octopus 14 months Fixed. I used the comparison tool on the Octopus website which offers a three way comparison (by plugging in the standing charge costs and per unit costs) of :

a) Current Octopus Tariff

b) Tariff offered by Competitor (in this case EDF)

c) Octopus Tariff that we want to change to (in this case Loyal Octopus 14M Fixed.

The comparison tool advised that Loyal Octopus 14M Fixed was cheaper than the EDF tariff. Not by a huge amount but still cheaper. Also, Loyal Octopus 14M Fixed did not have an exit fee compared to the £50 that EDF charged. 

So on 30 March 2025, I followed the link on the email that the Octopus support staff member sent and changed the tariff from Octopus Flexible to Loyal Octopus 14M Fixed.

However, come 10 April 2025 I receive this email:

"We thought you should know that on 12th April 2025, you'll reach the end of your fixed term, and will automatically roll onto Flexible Octopus (unless you choose another tariff in the meantime, of course).

Our prices have been adjusted recently to account for the latest changes in wholesale costs. Flexible Octopus prices are protected by the Government's energy price cap, and are cheaper than the standard prices from any other large supplier.

You can see what's changing in your online account.

Good to know: Flexible Octopus has no exit fees, so you're always in control.

Kind regards,

Head of Customer Experience"

Talk about a spanner in the works!. I check my Octpus Online account and that also says Trariff is coming to an end on 12 April 2025.

After emailing support, the getting a reply asking if I had attempted to switch to another company again, I responded that I hadn't and that if I had I would've told them in my previous message. I also asked support to raise a complaint. There was no response. So, I then checked the Octopus website and emailed the issueresolution team. That was on the 10th April. On 11 April I sent issueresolution team two screenshots. One showed 'The fixed tariff locks in your rates and standing charges for 14 months with no exit fees'. The other screenshot showed that I will '...start using the Loyal Octopus 14M Fixed tariff from 31st March 2025.'.

I checked my online account on 13 April and it was (incorrectly) showing "Flexible Octopus", meaning the move to the incorrect tariff had gone ahead.

By 14 April there was still no response by the support team or the issueresolution team. 

I then wrote to issueresolution again on 14 April saying:

"Please note that if I don't receive a response within 8 weeks of first raising the issue or we're unable to resolve the issue within the aforementioned timeframe, I'll have no alternative but to lodge a complaint with the Energy Ombudsman."

Yesterday, I receive an email from the issueresolution team saying:

"Thank you for reaching out to us. I understand your concerns regarding the timeframe for resolving your issue, and I sincerely apologise for any frustration this may have caused.

I want to assure you that I have switched your agreement back to the original one and applied a £30 customer service gesture to your account. We are committed to resolving your issue as quickly as possible.

If you have any further questions or if there's anything else I can assist you with, please don't hesitate to let me know. I'm here to help."

I've check my online account and the tariff is now correctly showing as "Loyal Octopus 14M Fixed". Was wondering has anyone experienced similar? Seems we need to really keep an eye on the tariff otherwise Octopus will try and switch us back to old (standard?) tariff. 

bristolleedsfan

TopSaver1 said:

Prior to the Energy cap rising on 1 April 2025, I used the topcashback comparison tool and it suggested EDF offers the best deal. So, I started the switch to EDF.

But soon afterwards, I phoned Octopus, and the customer services agent sent me an email link to switch my Current Octopus Flexible tariff to Loyal Octopus 14 months Fixed. I used the comparison tool on the Octopus website which offers a three way comparison (by plugging in the standing charge costs and per unit costs) of :

a) Current Octopus Tariff

b) Tariff offered by Competitor (in this case EDF)

c) Octopus Tariff that we want to change to (in this case Loyal Octopus 14M Fixed.

The comparison tool advised that Loyal Octopus 14M Fixed was cheaper than the EDF tariff. Not by a huge amount but still cheaper. Also, Loyal Octopus 14M Fixed did not have an exit fee compared to the £50 that EDF charged. 

No exit fee EDF fixed rate tariff under 2 years if apply direct, same via TCB link.

TopSaver1

bristolleedsfan said:

TopSaver1 said:

Prior to the Energy cap rising on 1 April 2025, I used the topcashback comparison tool and it suggested EDF offers the best deal. So, I started the switch to EDF.

But soon afterwards, I phoned Octopus, and the customer services agent sent me an email link to switch my Current Octopus Flexible tariff to Loyal Octopus 14 months Fixed. I used the comparison tool on the Octopus website which offers a three way comparison (by plugging in the standing charge costs and per unit costs) of :

a) Current Octopus Tariff

b) Tariff offered by Competitor (in this case EDF)

c) Octopus Tariff that we want to change to (in this case Loyal Octopus 14M Fixed.

The comparison tool advised that Loyal Octopus 14M Fixed was cheaper than the EDF tariff. Not by a huge amount but still cheaper. Also, Loyal Octopus 14M Fixed did not have an exit fee compared to the £50 that EDF charged. 

No exit fee EDF fixed rate tariff under 2 years if apply direct, same via TCB link.

Thanks. However, even if EDF tariff has no exit fee, the Octopus Loyal Octopus 14 months Fixed was showing as cheaper after comparing standing charges and unit charges for both Gas and electricity.

The three way comparison tool on the octopus website only compares standing charge and unit charges - it doesn't factor in exit fee, which in this case would've been the same (had I opted to go direct through EDF or via TCB link you mention). 

By the way, I did contact EDF on 30 March to tell them I won't be switching. Received confirmation from them (on 1 APril) and also confirmation from Octopus on 1 April saying:

"The other supplier has let us know they've cancelled your switch to them. You don't need to do anything, so you may as well get on with your day - welcome back to Octopus Energy!".

So, there shouldn't have been any confusion. THe customer service agent at Octopus when I first raised the issue asked if I had started another switch. I hadn't, even if I had, Octopus shouldn't be attempting to switch me back (keep me) on the same flexible tariff.