Octopus Energy account mix up

buddies_forever

Hi all,

I recently noticed that my energy bills were not including my electricity. I contacted Octopus and they said the meter was only sending info intermittently. So I took a reading and sent it on. Same happened again the following month so I reached out to them via email. In the midst of the back and forth I got an email from them saying they couldn't talk to me about it anymore as I wasn't the account holder! I spent a long time on the phone yesterday where I was told that my account had been unlinked from my details, history, current balance etc. and linked to another customer. This was then supposedly sorted by the end of the phone call. However, today they've sent me an email with a statement attached and it has the wrong address on it.

Has anyone else experienced this kind of mix up with Octopus? I've been with them for years and have always been impressed with them, but this has really shaken my confidence in them. I'm trying to get through to them on the phone but it's constantly engaged so it's back to trying to sort it out by email.

Robert

QrizB

There was someone posting yesterday who had a similar problem but with EDF:

https://forums.moneysavingexpert.com/discussion/6652541/edf-has-added-a-random-account-property-to-my-app-profile

This could be a coincidence, or maybe there's a wider problem?

Swipe

https://forums.moneysavingexpert.com/discussion/comment/81859739#Comment_81859739

I'd wager it's more likely badly trained staff making mistakes.