I signed up with Octopus Go in September 2019, and 20+ attempts later, via email, phone and the online booking form, have still not had a smart meter installed.
Due to the extremely disappointing customer service, Octopus agreed in Nov 2020 to refund me the difference between Octopus Go 5p KwH, and the rate I was paying - for all my home charging (I have had TeslaFi the entire time so it's easy to show).
They agreed to wait until the smart meter was installed so we had an up to date figure for what I was owed. And of course, guess what - the Smart Meter has still not been installed despite me contacting them multiple times to chase, and having a period where installs stopped during Covid lockdown, and then resuming my chasing (of which they conveniently don't have a record of).
The process has taken so long that we've actually now moved house, and therefore I've been chasing them (for 3 months!) to resolve my billing.
They have finally sent their reply, and have reneged on their previous promise to pay me back the difference I am owed. They are now calling this a "gesture of goodwill", despite the fact that all of the money I am owed would firmly be in my pocket already had they actually installed a Smart Meter when I took the service out in Sept 2019.
I'm fairly low mileage (1k a month) and use Teslafi for scheduled charging, so there is zero reason why they would have been entitled to higher rate KwH from me if they had delivered on the service that was advertised to me. This is not a gesture of goodwill, and it's certainly not compensation for the huge amount of time and effort I've wasted.
Not only have they back tracked on what I have been promised (now offering to honour 5p KwH until Nov 2020, but not for Nov 2020 to May 2022, they've been happy to leave me tied into a rate that of course I would have abandoned long ago for a competitor offering - had they at any point indicated they would not be honouring their promise to refund me the money I am owed.
Does anyone have experience in escalating their complaint to a satisfactory resolution?
Due to the extremely disappointing customer service, Octopus agreed in Nov 2020 to refund me the difference between Octopus Go 5p KwH, and the rate I was paying - for all my home charging (I have had TeslaFi the entire time so it's easy to show).
They agreed to wait until the smart meter was installed so we had an up to date figure for what I was owed. And of course, guess what - the Smart Meter has still not been installed despite me contacting them multiple times to chase, and having a period where installs stopped during Covid lockdown, and then resuming my chasing (of which they conveniently don't have a record of).
The process has taken so long that we've actually now moved house, and therefore I've been chasing them (for 3 months!) to resolve my billing.
They have finally sent their reply, and have reneged on their previous promise to pay me back the difference I am owed. They are now calling this a "gesture of goodwill", despite the fact that all of the money I am owed would firmly be in my pocket already had they actually installed a Smart Meter when I took the service out in Sept 2019.
I'm fairly low mileage (1k a month) and use Teslafi for scheduled charging, so there is zero reason why they would have been entitled to higher rate KwH from me if they had delivered on the service that was advertised to me. This is not a gesture of goodwill, and it's certainly not compensation for the huge amount of time and effort I've wasted.
Not only have they back tracked on what I have been promised (now offering to honour 5p KwH until Nov 2020, but not for Nov 2020 to May 2022, they've been happy to leave me tied into a rate that of course I would have abandoned long ago for a competitor offering - had they at any point indicated they would not be honouring their promise to refund me the money I am owed.
Does anyone have experience in escalating their complaint to a satisfactory resolution?