Energy Ombudsman
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My problem started on 3rd December 2024…
My problem started on 3rd December 2024 with Octopus. I had a faulty meter and received a bill in December for £1525.00! The meter had gone haywire recording readings as high as 89 units when the gas was switched off at the mains! They refused to fit a new meter before 15th January. It was a miserable Christmas. We were taking meter readings 4 times a day to provide evidence of fault. I exchanged over 50 e mails with Octopus and we took over 200 photo shots of meter readings. No one from Octopus would ring me. I even tried the CEO. My frustration and anxiety levels were off the scale. On 1st March, In despair, I rang the EO and spoke to Mr Cummings. I spent over 40 minutes explaining the situation. He listened patiently and at the end summarised the issues and my requests perfectly. Octopus now had until 14th March to respond. At 8.20pm on 13th March I received an email from Octopus requesting a telephone conversation the following day - the 14 days were up. I took the call and after a honest conversation about my dissatisfaction I resolved the matter. Let me absolutely clear, had it not been for the intervention of the EO i.e. Mr Cummings this matter would be dragging on. I do think you need to demonstrate that you have exhausted all avenues before approaching the EO and that you should provide them with as much evidence as possible to support your complaint because once armed with the information the EO is able to encourage cooperation! Thank you very much for your help Mr Cummings.