Can't receive refund from Octopus after more than 2 months

[angeljs]

I'm almost £700 in credit with Octopus Energy and put in a refund request at the end of December. To cut a very long story short, they have made up one excuse after another, and when I asked last week for their complaints process, I was directed to their FAQ's, which didn't help at all. They then told me they have opened a complaint on my behalf and are looking into it. I didn't have a chance to even make the complaint myself and I'm still waiting for a reply.

Has anyone else had this kind of an issue with them?

Thank you for all of your comments and advice. I finally received an email from them today, stating that my refund has been approved. It only took (almost) 3 months and a threat of an ombudsman complaint, but at least I'm getting it!

I found the octopus customer service system painfully slow. Took me a year to resolve an issue as it took around 2 weeks for them to reply to each email and it was clear each person hadn’t read back through previous emails so wasn’t seeing that the were just offering the same solution over and over again which hadn’t worked the first few times. It was only once the complaint was escalated they were able to fix it.

Think I ended up with £30 compensation after literally hours of chasing,