Octopus Energy - £5000+ in credit for months

orangebeans

Hi all,

I've been with Octopus Energy for 2 years and in May 2025 my account received an unexpected credit of roughly £900 through a bunch of 'reversed account charges' in random amounts. I emailed Octopus to let them know because there's no reason I can see why I was credited this and provided pictures of my gas meter to them when they asked for it and they advised they would look into it and get back to me.

At the start of June 2025 I received an updated bill that has credited the account £6000! The bill is quite frankly utterly confusing so I left it for a couple of weeks expecting that they may be working behind the scenes to fix it. In July 2025 my account balance was still between £5k to £6k in credit so I emailed them again to let them know of the credit and they apologised and stated they were still trying to fix it.

At the end of July I noticed my account balance had suddenly changed to £200 in credit but no bill had been issued so I expected the issue was close to being fixed and my bills going forward would be normal, but at the start of August I received a bill that re-added the £6000 credit and my account is back to being in credit by a little over £5000.

I've emailed them again but I'm wondering if there's anything else I can do about this? There's something obviously wrong with the account but it has been months of being in credit and I'm worried that one day it might become a £6000 charge rather than credit!

Thank you

zxzxzx

Ask to withdraw it, put it in a savings account, keep the interest when they case you!

zxzxzx

Case or chase, whichever….

Lorian

Ring them rather than email.

Do you have smart meters, are monthly meter readings showing?

born_again

Do you read meter & update via account of the reads monthly?
Do you pay a monthly DD & are the monthly bills estimates or actual reads?

Scot_39

https://octopus.energy/help-and-faqs/articles/how-do-i-refund-the-credit-on-my-account/


As others above you need an up to date account balance,  reflecting actual or smart - not estimated - readings within last 14 days.

On an annual plan, you can probably expect them to hold onto say 2m of payments.

Take the money, stick it in tge bank, anc think about phoning tgem and switching to MVDD if that's of interest to you.

orangebeans

Thanks for the comments, I pay by monthly DD, both my electricity and gas meters are smart meters and I uploaded manual readings of both to the Octopus website in June and July (I also sent a picture of my gas meter to Octopus support when requested). I haven't tried calling them yet so I will do that and see what they say.