Please help, I’m in a massive pickle with octopus energy and not sure if I should just cancel my direct debit. Have been in contact with them however they still haven’t given me an answer about all this.
basically we have just downsized. We’re previously living in a big 4 bedroom house that was super energy heavy as it was very drafty into a small 2 bed apartment that’s really energy efficient.
In the previous house MIL was living with us and had one of those god awful electric heaters on for about 12 hours a day every day so our bills shot up to just under £750 in April. She moved out and our bills then dropped to around 300 per month. Still very expensive, but octopus insisted on taking the £750 payment I guess so we could build up the credit for winter.
here’s where it starts to get very confusing!
We had a crossover with our new apartment. We received keys on the 15/07/22 but still had the house up until the 31/07/22 which meant we technically had two energy accounts both with octopus but linked as one (under one email).
octopus emailed me on the 30/07/22 telling me to submit a metre reading. I tried to do this on the 31st as the last thing we did upon leaving the house, however they had already closed the account. This meant I had to email the final metre readings to their customer service account and also requested that they lower the monthly amount to £200 as we were now only using under £150 of energy a month. The customer service person told me it was too late to cancel and told me to instead do a charge back with my card. He lowered the monthly amount to £200 and the plan was for them to charge this on the 11/08/22.
they never charged this amount. My account still shows as though the £750 was paid, plus a load of random deductions and credits added of weird amounts. I also cannot see anywhere on my account the final meter reading. From what I have worked out, the final bill for the house should have been somewhere around 84.36 for electricity and £25.54 for gas (total: £109.90).
I worked this out by using our previous metre readings to figure out how much energy we had used. This was:
Electricity: 63651 (final reading) - 63432 (the prev reading from 30th June) = 219 units
Gas: 0570 (final reading from 31st July) - 552.0 (previous reading from 30th June) = 18 units
the Tarif we were on for this was:
electrcity: 35.48p/kWh
standing charge 30 days @ 22.19p/day
gas: 9.91p/kWh
standing charge: 30 days @ 24.86p/day
which brings me to today.
so my account is still showing this £750 credit (which is wrong as I did a charge back for this account)
our direct debit comes out on Monday for £200, but there’s an additional charge pending of £326 that’s coming out on Tuesday.
our bills for the last 6 weeks as our new property is £140 plus the £109 bill from our last property. So where the hell is this extra coming from? Why two different charges?! My account is so confusing I can’t make any sense of it! Not sure what to do and they are offering zero help at present.