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I will try to keep this as brief as possible however it is a bit long and winded. Transferred our dual fuel from Bulb to Octopus in April 2021. Paid all bills as sent right through to April 2022. April 2022 octopus decided to wack on £1400 to my bill as they had failed to correctly bill me for a year.
There was a bit of back and forth trying to figure out the issue, it transpired that during the switch there was a disagreement between Bulb and Octopus regarding my hand over reading. So Octopus then admitted they failed to to notify myself and instead put a hold on my account so I was only been charged for Gas, not electric for a year. May 2022 an octopus customer service agent agreed to clear the debt off as it wasn't our fault.
Fast forward to August 2022 they have charged us again. I called them and now it's basically at deadlock, they don't care and aren't backing down and say I have to pay this bill. Despite the fact they didn't notify me of the issue and despite the fact they had agreed previously to write it off. They did write off around £200 of it as it was over 12 months old and as I understand they can't back bill that far by law.
I have now sent them a SAR request and plan to appeal to the ombudsman. Does anyone know if I'm likely to be successful as if not they are offering me a reduction of £350 if I don't goto the ombudsman, I assume that's their fee. I have a few phone calls recorded with them luckily if that means anything.
If you've read this far thank you, any advice would be helpful
There was a bit of back and forth trying to figure out the issue, it transpired that during the switch there was a disagreement between Bulb and Octopus regarding my hand over reading. So Octopus then admitted they failed to to notify myself and instead put a hold on my account so I was only been charged for Gas, not electric for a year. May 2022 an octopus customer service agent agreed to clear the debt off as it wasn't our fault.
Fast forward to August 2022 they have charged us again. I called them and now it's basically at deadlock, they don't care and aren't backing down and say I have to pay this bill. Despite the fact they didn't notify me of the issue and despite the fact they had agreed previously to write it off. They did write off around £200 of it as it was over 12 months old and as I understand they can't back bill that far by law.
I have now sent them a SAR request and plan to appeal to the ombudsman. Does anyone know if I'm likely to be successful as if not they are offering me a reduction of £350 if I don't goto the ombudsman, I assume that's their fee. I have a few phone calls recorded with them luckily if that means anything.
If you've read this far thank you, any advice would be helpful
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