Metering Requirements of Octopus Snug

Phones4Chris

@jodie264 Do your recent bills show actual meter readings or estimates? If they show readings have you checked by reading the meter yourself that the latest ones are correct? If they are estimates then obviously you need to give them current readings AND ask them WHY aren't they using meter readings!
Have you told them you want your complaint escalated to senior management and that you now intend to go to the Ombudsman if you don't get a proper response to the questions. I wish you luck, but keep at them.
It's stories like this that stop me considering a request to move to Snug!

jodie264

Hi Phones4Chris.  See my latest post on a new thread...exit fee. but pasted here for you...the final straw.   

In a nutshell

Switched from a Loyalty Fixed rate to SNUG, a smart tariff for people with NSH and I have the correct meter.  Everything about my infrastructure was suitable.  My choice, excellent tariff that met my needs.

On SNUG 11.12.24 to 19.04.25.  Good rate, smart and in home meter showed same usage lower night rate. 

Told SNUG had been incompatible with my meter in May 2025…communication inadequate, despite my bills showing half hourly usage each month and costs…(33 page bills)

SNUG charges were reversed and replaced with a new charge at the old fixed rate tariff which was more than their quote for the entire year for Dec to May. 

In communication about this and I have the ‘8 week’ letter.  It is FAR too much to go into the contradictions and lack of human logic, despite fairly prompt responses.

At NO point have I reduced my payments and my usage has remained the same as it always has. 

 Three days ago, I received a new bill, reversing the original SNUG charges (£707) AND reversing the charge they replaced it with (£1596) and replacing both with yet another amount, (£1956) increasing the debt I dispute I have.    

Was told SNUG is the most suitable tariff after providing all information about meter and heating system.  Nothing is different from when I first went on the tariff. 

Followed the link and switched.  Received a bill this morning with a £75 exit fee charged!  My original point being – they put me on a fixed tariff I didn’t ask to be put on. 

debitcardmayhem

@jodie264 you have another thread re this https://forums.moneysavingexpert.com/discussion/6629765/exit-fee#latest
things will confused very quickly

Phones4Chris

debitcardmayhem said:

@jodie264 you have another thread re this https://forums.moneysavingexpert.com/discussion/6629765/exit-fee#latest
things will confused very quickly

Which is what she said about a new thread in the first line of here comment to me above!
No confusion whatsoever, just taking the ongoing abysmal saga out of this Snug thread to another.