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Octopus Billing Inaccurate

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johnggold
johnggold Posts: 13 Forumite
Part of the Furniture First Post Combo Breaker
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?


Comments

  • matt_drummer
    matt_drummer Posts: 2,007 Forumite
    1,000 Posts Second Anniversary Name Dropper
    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
    Ildhund Posts: 574 Forumite
    500 Posts Second Anniversary Name Dropper Photogenic
    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?
    I'm not being lazy ...
    I'm just in energy-saving mode.

  • MWT
    MWT Posts: 10,221 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    Ildhund said:
    Check the terms and conditions of your tariff; do they say anything about remaining in credit?
    Covered in this bit for DD payment...



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