Octopus final bill

rubble2

We moved away from Octopus to Fuse energy at the beginning of June. I have been waiting for Octopus to generate a final bill so that they can refund my account balance.

Messaged them again yesterday to remind them that they have six weeks to generate a final bill from switchover date and that the deadline is due next week and after that I am entitled to statutory compensation.

I miraculously received a message back almost immediately giving my credit balance and telling me that they will pay the credit in the next 10 days. This was followed by a formal bill showing a different credit balance (higher).

I messaged them back to ask why I was being repaid less than the sum on the final bill but received no answer untill this morning when I was sent a revised final bill with a charge for electricity used in March 2024! which accounts for the disparity

I have asked for an explanation as to why this has just been picked up now but wanted to ask if they are entitled to claim a random amount for electricity useage from over two years ago?

QrizB

... wanted to ask if they are entitled to claim a random amount for electricity useage from over two years ago?

If your account is in credit, yes they are.

MWT

https://forums.moneysavingexpert.com/discussion/6675628/octopus-final-bill

I have asked for an explanation as to why this has just been picked up
now but wanted to ask if they are entitled to claim a random amount for
electricity useage from over two years ago?

Yes they can bill you for previously unbilled use in 2024 since you are still in credit.

… but no it should not be 'random', have you checked your bills to see if the amount they are billing you is indeed correct?

rubble2

Ok, just checked back on previous bills and there appears to be a gap in electricity charges for the disputed period - can't really complain about that but I am curious as to how it happened and why it has taken until now to be discovered and rectified.

TroubledTarts

https://forums.moneysavingexpert.com/discussion/comment/82063809#Comment_82063809

Your usage and billing wasn't fully and probably manually checked until you left. That's why

rubble2

https://forums.moneysavingexpert.com/discussion/comment/82063836#Comment_82063836

The disputed period was March 2024 so I have just messaged them quoting the paragraph of their terms and conditions that you highlighted (thank you) I will see what resonse I get.

It is not a fortune that is under dispute but I was always quite a fan of Octopus (until I decided to leave!) but now they seem to be acting a bit shabbily.

MWT

https://forums.moneysavingexpert.com/discussion/comment/82063836#Comment_82063836

Many have tried to dispute this type of billing when they are in credit and the vast majority have failed with the Ombudsman.

There are exceptions when a decision goes the other way, but it is along way short of a guaranteed win…

rubble2

Contacted Octopus yesterday again and got a reply this morning.

They are saying that the error was due to a meter change (which I honestly don't remember) but the agent says that he has now 'fixed it' and they will refund the full credit amount

bristolleedsfan

Taken from O/P "Messaged them again yesterday to remind them that they have six weeks to generate a final bill from switchover date and that the deadline is due next week and after that I am entitled to statutory compensation"

Better not to contact energy company and hope they miss both compensation deadlines.£40+£40 😎

MWT

https://forums.moneysavingexpert.com/discussion/comment/82064399#Comment_82064399

It remains the case though that the majority view of the Ombudsmen is that payments already made can be used without bill-shock occurring, while you may or may not achieve a different result in court, I would never state with any confidence that it would be a guaranteed win with the Ombudsman no matter how clearly and forcefully the case is put…

FreeBear

Better not to contact energy company and hope they miss both compensation deadlines.£40+£40 😎

Which is what myself and a number of others here did with OFTM a few years back when their computers were on a go-slow. Back then, it was only £30 a time as I recall. Still, £50 just for waiting a few weeks was very welcome.