Final Bill Credit Repayment - Octopus Energy

srgrove

I've recently left Octopus Energy, I switched away from them on the 26th August and I got a final bill from them on the 9th of September which clearly stated the balance owing to me would be repaid by the 24th of September but this wasn't paid over until the 20th of October.

I had to chase to get this refund and I was sure the rules stated six weeks for the final bill but any credit had to be repaid within 10 working days of the bill being issued or compensation was due.  Octopus are stating that the refund is processed once the final bill is released which can take up to six weeks but this doesn't match the guidance which is even shown on their own website:

Refunding final credit balance

Once your final bill has been sent, any remaining credit in your account will be refunded within 10 working days. If it takes us longer, we’ll pay you £40 compensation – unless there’s a valid reason for the delay that’s outside of our control.

Are they getting the rules mixed up here?

Swipe

They are trying to pull a fast one. Send them that text to remind them and a link to the web page below. Tell them you want your £40 plus the £40 for not paying you your £40 on time or you will go to the ombudsman.

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/check-if-you-are-owed-money-your-energy-bill