Trying to help my brother.
He lives in a 2 bed flat on his own and works in an office during the day. Only has electric.
When he moved in in 2023 Shell was the electricity provider.
Octopus took over Shell in Feb 24
Since he moved in he has paid £135 per month for electricity.
In January 25 Octopus sent him a bill for £4k without explanation.
There were a series of charges made to his account in one day and then credits made on another day and then charges made again (all on one day) all adding up to approx £4k. Again no explanation.
my brother called them and they said he had only been paying estimated amounts and he had now been billed for actual usage for the last 11 months (amounting to £4k in 11 months)
I queried with Octopus whether the charges related to electricity used more than 12 months ago (back-billing) and they said no. They said they checked the account and the charges were correct. They did say that they attempted to install a new meter in May 25 but couldn’t. They didn’t say why they were installing a new one or whether the old one was faulty.
I’ve checked the usage amounts on all his bills and they just don’t add up for one person in a small apartment who is out most of the day.
The Customer Service Advisor appeared almost ecstatic when he came back to say the £4k for 11
months still owed.
I’m not sure where he goes now. The billing just doesn’t make sense and no real explanation has been given about the charges piled on in Feb 25.
Anyone had a similar experience please?
any help would be very much appreciated please