Octopus Energy refusing to refund my credit

OctopusEnergyVictim

I switched away from Octopus Energy at the end of August 2025.  To date (11th Dec 2025) they haven't paid back the credit on my account (£294.34), despite sending me a Final Bill on 1st November with my credit amount and containing the statement "We will make a payment of £294.34 to your bank account by 17th November".  I have contacted them numerous times by email and they have replied "I want to clarify that the ongoing dispute is currently preventing us from processing any refunds".  There is no suggestion that the dispute is with me and they have not given a timeline for resolution.

Has anyone else had this problem?  What is the best way to get my money back?

marcia_

OctopusEnergyVictim said:

I switched away from Octopus Energy at the end of August 2025.  To date (11th Dec 2025) they haven't paid back the credit on my account (£294.34), despite sending me a Final Bill on 1st November with my credit amount and containing the statement "We will make a payment of £294.34 to your bank account by 17th November".  I have contacted them numerous times by email and they have replied "I want to clarify that the ongoing dispute is currently preventing us from processing any refunds".  There is no suggestion that the dispute is with me and they have not given a timeline for resolution.

Has anyone else had this problem?  What is the best way to get my money back?

 You need to raise s formal complaint with them using their complaints procedure 

Swipe

marcia_ said:

OctopusEnergyVictim said:

I switched away from Octopus Energy at the end of August 2025.  To date (11th Dec 2025) they haven't paid back the credit on my account (£294.34), despite sending me a Final Bill on 1st November with my credit amount and containing the statement "We will make a payment of £294.34 to your bank account by 17th November".  I have contacted them numerous times by email and they have replied "I want to clarify that the ongoing dispute is currently preventing us from processing any refunds".  There is no suggestion that the dispute is with me and they have not given a timeline for resolution.

Has anyone else had this problem?  What is the best way to get my money back?

 You need to raise s formal complaint with them using their complaints procedure 

And insist on a cheque instead if something is preventing electronic payment.

QrizB

Also, make sure you get your £80 of guaranteed service payments.

https://octopus.energy/policies/guaranteed-standards-performance/

I note it says "unless there’s a valid reason for the delay that’s outside of our control" but they've not yet claimed that to you.

MWT

OctopusEnergyVictim said:

"I want to clarify that the ongoing dispute is currently preventing us from processing any refunds".  There is no suggestion that the dispute is with me and they have not given a timeline for resolution.

Has anyone else had this problem?  What is the best way to get my money back?

Was there a dispute raised on the meter readings at the time of the transfer?

born_again

How does Octopus closing readings compare to new suppliers opening reading?

Lorian

Ring them up and ask for you money.

bristolleedsfan

OctopusEnergyVictim said:

I switched away from Octopus Energy at the end of August 2025.  To date (11th Dec 2025) they haven't paid back the credit on my account (£294.34), despite sending me a Final Bill on 1st November

Dates given indicate £40 compensation due for failing to issue final bill within 6 weeks, if that has not  been paid additional £40 compensation due