Octopus Billing Inaccurate

johnggold · 24 April at 12:55PM

I recently received an email from Octopus showing current balance followed by another email hugely increasing my monthly payment.

I only change my monthly payment once a year at the end of September, when I expect to have zero balance.

So I read my meters, but found that. when I had posted the results whixh showed gas estimates were overestimated, I calculated that the current balance would be reduced. Not at all. I then went to reduce my monthly payments, and was prevented from reducing back to normal amount because there was allegedly a time limit. I had only been advised of the increase the same day.

I had to use telephone support to get the amount altered.

Later in the day, I checked online and the balance on the revised statement varied by hundreds of pounds to the value quoted on screen..
I sent copies of the statement and a screen shot showing the huge difference, to Octopus support.

I had several holding emails, then finally a reply that was totally generic and didnt even mention my question and the attachments.

Has anyone else received emails ignoring the actual questions asked?

matt_drummer · 24 April at 1:11PM

If you aim for a zero balance at the end of September does that mean that you currently owe Octopus money?

Does that mean you go through the winter in debt and pay it back in the summer?

Ildhund · 24 April at 8:10PM

johnggold said:

I only change my monthly payment once a year at the end of September, when I expect to have zero balance.

I see that @matt_drummer reacted to this statement, too. If your account is not to go into debt, the end of September is when your balance should be highest, before winter starts. It's usually in order to aim for zero balance at the end of March. If you usually set your monthly payment for the year, have you managed to stay out of debt throughout the winter?

Check the terms and conditions of your tariff; do they say anything about remaining in credit?