Contacting octopus over £700!

[Mentalblip]

Hi all
Octopus have £700 of ours stashed and aren't replying to emails!
Any way to contact them besides email?
I can't find anything on their website...
Up to now they've generally been very good...

Twitter DMs they reply usually within the hour.

It's normal to have a large credit at this time of the year. If you take it out now then surely you will just have massive bills to pay over winter.

You can call them

Yes; this. I've got around that in credit and I'm counting my lucky stars. It won't be enough, but it's something.

Yes I am £650 in credit but winter bills are going to gobble all that up!

Yes you’ll need it for winter. How much are your direct debit payments and how much do you use each month?

They have £400 credit of mine but my bills will increase now as the heating is on. You always build a credit in summer and then a debit in winter. Our electric stays the same throughout the year, just gas central heating in winter. If you are able to afford higher bills for winter then apply to get it back however considering the costs of winter bills you might want to leave it with them.

Twitter DM is the only way to sort stuff with them

Thank you! Wanting it back coz we are moving house..:

Canyon request a refund of credit in your account? They won't let you take all of it, but let us take a good chunk out, and reduce our dd at the same time. Appeared in the bank account within a couple of days. No phonecall or human interaction required.

You can request from the app directly

When did you write to them? I did the same a few weeks ago and found that they are taking about a week to reply to emails. It took about 3 weeks from initial request to receiving the refund in our account.

You can't automatically request a refund of the credit at the moment, haven't been able to since at least May. It's because they want you to have a large credit because winter fuel bills are expected to be double what they were last winter.

OP, if you are moving house, you'll still need an energy company and you'll still need winter credit. Can you transfer your account to your new address instead?

octopus.energy/help-and-faqs/articles/moving-home-or-just-movedin/

It says all you need to know there. Send them a move date and they will credit your account at a later date (take meter readings in photo form before you leave too). If you don't want to change to them at yourr new address.

@Mentalblip I've found the credit request in the app! Under "Bills and Payments" you've got "Return money to my bank". It only lets you request the overpayment vs their recommended credit this way though.

They take a while to respond to emails but I requested 400 from quite a large balance and it was actioned around 5 days later when they replied to the email. A further 10 days to be received by my bank. They'll ask for a recent Meter reading so make sure one is submitted