Any way I can speed up this payment of funds owed?

Rusty190

I left Octopus end of May/beginning of June as I switched to new supplier - both accounts dual fuel.

There was some issue between the 2 providers regarding "which reading would be used for the final bill" - none of this my doing as I supplied everything as requested when requested.

I got a final bill for gas but the electricity bill was issued with an estimated reading.

As a result of this, my account credit funds with Octopus have still not been paid back to me.

Yesterday, I finally received the electric bill (I owed them the grand sum of 86p!!) and the standard message that my credit funds would be paid by 3/9/2026 but it can take up to 10 working days for the funds to reach my bank account ie. 17/9/2026.

Given that I supplied my new provider with photographic readings of both meters on 1/6/2026, surely it can't be right that I have to wait over 3 months to get my funds reimbursed?

Any way I can speed any of this up?

Swipe

You may find that you get it well within the 10 day window. However, if they take longer than that they'll owe you an additional £40 compensation. I'd definetly get on to them and push for a good will gesture for them taking so long to get this resolved.

FreeBear

https://forums.moneysavingexpert.com/discussion/comment/82109558#Comment_82109558

Statutory compensation of £40 for not issuing a final bill within the allotted time. Another £40 for not refunding any outstanding balance in time. And a further £40 for not issuing the compensation promptly - It can quickly add up to a tidy sum. See bottom of this page for compensation & time frames → https://www.ofgem.gov.uk/check-if-you-are-owed-money-your-energy-bill

Rusty190

https://forums.moneysavingexpert.com/discussion/comment/82109566#Comment_82109566

I'm struggling to get them to pay my money back so I don't think I'd have any luck asking them to give me theirs!!

Swipe

They'll no doubt argue that the final bill, albeit estimated, arrived within the 6 week window.

bristolleedsfan

Octopus state maximum timescales for refunding credit, usually hits customer/ex customers bank accounts a lot sooner.

Rusty190

https://forums.moneysavingexpert.com/discussion/comment/82109643#Comment_82109643

Thanks @[Deleted User] . I was typing my response as you posted yours. Very helpful.

bristolleedsfan

https://forums.moneysavingexpert.com/discussion/comment/82109638#Comment_82109638

Octopus themselves refer to final statement.

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

Rusty190

Just came back to say thank you all for your very helpful information.

I did as @[Deleted User] suggested and quoted pertinent sentences from @bristolleedsfan

screenshots.

Had email confirmation today that final credit balance will be in my account within the next 2 working days and £80 GSoP within 10 working days.

Thank you again. Very grateful.

Sea_Shell

I switched away on 23rd July.

Patiently awaiting my final electricity bill and refund of about £120.

Gas already sorted.

Smart meters functioning properly, so a bit strange it's taking this long.

Guess I'll have to wait for the full 6 weeks for the final bill and then credit.

I've kept the DD live.

Ildhund

@[Deleted User] wrote:

… they can even see a data collector meter reading for electricity mid Jul 2026. The customer has no idea where that came from, as the customer's meters are inside their property, and they tell me no one has been to read the electricity meter last month.

Could this be yet another bogus administrative reading, labelled as 'Data collector', applied solely to fulfil some esoteric MHHS migration requirement?