Exit fee

jodie264

How can it be right that octopus switched me to another tariff when the cheaper one I was on was deemed incompatible for me, something I am challenging. THEN, when they tell me its perfectly fine now, they switch me and charge £75 exit fee!  I get why there is a fee...you make a decision that nothing better will come along, but I was not asked to make that decision - just moved along with a catalogue of adjustments to my bills that moved me from always couple of hundred or more in credit to 600 in debt!  This latest adds insult to injury as my mum would have said!

la531983

jodie264 said:

How can it be right that octopus switched me to another tariff when the cheaper one I was on was deemed incompatible for me

Incompatible in what way?

MattMattMattUK

jodie264 said:

How can it be right that octopus switched me to another tariff when the cheaper one I was on was deemed incompatible for me, something I am challenging.

What tariff was it and why have the said it is not viable for you?

jodie264 said:

THEN, when they tell me its perfectly fine now, they switch me and charge £75 exit fee!  I get why there is a fee...you make a decision that nothing better will come along, but I was not asked to make that decision - 

That depends, if you chose one of their smart tariffs that have requirements for a smart meter, an EV, a heat pump, ALCS switched storage heaters etc. and you did not meet those requirements then you would be in breach of the agreement you made when signing up and so they would be entitled to move you back to the SVT and charge the exit fee. 

jodie264 said:

just moved along with a catalogue of adjustments to my bills that moved me from always couple of hundred or more in credit to 600 in debt!  This latest adds insult to injury as my mum would have said!

What is the nature of those adjustments, were they calculating a bill so you were not really in credit, did they adjust rates back to SVT rates because you had chosen an tariff you were not eligible for, something else? 

QrizB

Could we have some more info please?

jodie264 said:

How can it be right that octopus switched me to another tariff when the cheaper one I was on was deemed incompatible for me, 

Which tariff were you on? Which tariff were you switched to?

Was the first one a tariff that required a working smart meter?

jodie264 said:

.... THEN, when they tell me its perfectly fine now, they switch me and charge £75 exit fee!

The majority of Octopus's tariffs have no exit fee. Was the exit fee on your original tariff, or is it on your new one?

jodie264 said:

... along with a catalogue of adjustments to my bills that moved me from always couple of hundred or more in credit to 600 in debt!

Is this because Octopus have rebilled you on the new tariff, retrospectively? Or some other reason?

vic_sf49

The most recent fixed domestic tariffs with £75 exit fees that I can find, were 12 month fixes from Jan and Feb 2024.

Have I missed a newer one Op? 

Did you not know what tariff they'd switched you to at the time, so you could have complained immediately? 

la531983

vic_sf49 said:

The most recent fixed domestic tariffs with £75 exit fees that I can find, were 12 month fixes from Jan and Feb 2024.

Have I missed a newer one Op? 

Did you not know what tariff they'd switched you to at the time, so you could have complained immediately? 

Nobody can say there is a valid complaint here until the OP returns with more details.

jodie264

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. 

molerat

One word ........ COMPLAINT

Octopus do now seem to be conforming to the norm of energy company competence.

vic_sf49

Oof, that sounds like a sh*t show from the Octopods.

Time for a complaint to Ombudsman . 

Phones4Chris

la531983 said:

vic_sf49 said:

The most recent fixed domestic tariffs with £75 exit fees that I can find, were 12 month fixes from Jan and Feb 2024.

Have I missed a newer one Op? 

Did you not know what tariff they'd switched you to at the time, so you could have complained immediately? 

Nobody can say there is a valid complaint here until the OP returns with more details.

The lead up to this was covered in another thread, now summarised here after your post. There's no doubt whatsoever that Octopus have fouled up totally.

@jodie264 A couple of questions.
1) Are you saying that Octopus have charged you an exit fee for moving from one of their tariffs to another of their tariffs?
2) Do you know at which call centre the team dealing with your account are based? If your phone number is registered with the account, you should go to the same call centre each time (they do have several), same with email. If the number is registered and you don't know which call centre, ring up and ask.

bristolleedsfan

vic_sf49 said:

The most recent fixed domestic tariffs with £75 exit fees that I can find, were 12 month fixes from Jan and Feb 2024.

Have I missed a newer one Op? 

Octopus launched 12 month fixed earlier this year with exit fees, clearly aimed at attracting new customers hoping to deter existing customers from changing tariff. ( I do not think it shows on historical tariff list)