Hello Everyone 🙂 I am looking for some advice and help with the situation I am in with Bulb/Octopus Energy. It's a long one so I do apologise.
The short story is:
What can I do if I have a case open with the ombudsman about a final bill but Octopus Energy have given my details to a dept agency who is now chasing me for money? The ombudsman has made his decision which stated the final bill they are trying to charge me (£4000+) is incorrect and need recalulating but octupus has ignored his request and gone and given my details to a dept agency?
The full story
1 year ago I got evicted out of my home I rented (End of may) as my landlord needed to move in instead. I left the property and sent my meter readings to Bulb who was my provider at the time. I got my final bill at the end of July which said I owed £2000. I set up a payment plan of £106 a month to pay this off.
Come the end of November, beginning of December I got an email from Bulb saying that I owe £800 for the energy I have used and that they were going to take the £800 out of my bank. I rang Bulb and said I'm not even at the property anymore so I can't have used any energy and that they will not be taking any money out of my account. Bulb questioned me about who is living in the property now and I told them I am not sure as far as I know it's the landlady. Bulb told me they wouldnt take the £800 out of my bank and that they had made mistake. Come 31st December Bulb took the £800 out of my account anyways! I rang Bulb and they said they haven't taken the money and to contact my bank which I did do. My bank told me that they had taken the money and that the bank was going to file a complaint against Bulb for taking such a huge amount out of my account without my knowledge. I got the money back.
Come February 2023, I got another final bill from bulb stating I now owe £4000+ . At this point I've had enough of bulb so I went to the ombudsman who said they would take on my case.
Bulb was saying I didn't submit a final reading, but I 100% did but somehow all that evidence was missing.
After months, the ombudsman came to a decision that was in my favour and had three requirements from bulb to follow. These requirements was 1) Apologies to me in writing for the customer service I have received and all trouble they have caused me. 2) that the need to recalculate the final bill as it is wrong and he even gave them which dates he needs to calculate to 3) once the final bill has been sent to him then £100 must also be taken off of it as compensation.
None was done. They had a month to complete these conditions and they didn't.
During this time, octopus was taking over bulb so octopus started contacting me asking to pay the £4000 that is owed. I contacted them to let them know that I have a case open with the ombudsman who has made his decision we are waiting for the requests to be completed. I got an email from octopus stating that they are closing my case with the ombudsman and that I am not allowed to have a recalculation. I emailed Octopus back and said they are not closing my case norndo they have the power to close the case as this case has been open before they took over bulb and has not yet been resolved.
I've kept the ombudsman up to date with everything and he's been contacting bulb/octopus but no one is getting back to him.
I started getting threatening letters from octopus saying they are going to give my details to a dept agency so I contacted Octopus again and got an email stating that they are sorry for how I've been treated, that they are going to put my account on hold until the matter with the ombudsman is sorted. The email also stated that they would reply in writing as to what is going to happen next. I have not received any reply from them, no emails no texts, other than threats of I need to pay before they hand over my details.
Well this week have now had a dept agency contact me asking me to pay the £4000. I am a nervous wreck.
What power do I have? If any? Ive asked the ombudsman but he's just said he's had to escalate the case even further now as no one is responding to him.
I've rang citizens advice and they said they can't help me as the ombudsman is involved.
I feel backed into a corner and that octopus is bullying me. They said they would pass my details on but they have done. I've emailed Octopus and anyone higher but no response.
I am petrified of the bayliffs turning up. The case isn't closed and what they are trying to get me to pay is incorrect.
I'm looking for any advice as everywhere I've turned no one can help me. I'm hugely replying on the ombudsman but even that's slow and can't tell me where I stand if the bayliffs come to my door.
Please, any advice.