Has anyone switched to Octopus Energy via Monzo? I am having the worst experience so far. Sorry in advance for the wall of text (and I hope this is the right category).
Before switching, I have been proposed the following deal: £28.12/mo, set up via direct debit.
The first weird thing happens on day one: I get charged £28.12 as soon as I switch.
So, obviously, my first instinct is to contact them and ask for explanations and they say that the above charge is so that I can start my account on credit and that the amount will be detracted from the following bills.
At that point, I am very confused because I was proposed a fixed fee but I assumed I probably didn’t read correctly, that it was actually too good to be true, and I just accept the situation that I’ve been “tricked” (maybe there was an asterisk that I didn’t read somewhere that stated ***estimated) and that I will have to pay by consumption. It still looks good since I used to pay much more and I’m sure that if they give me an estimation, that means it’s gonna be accurate and based on my monthly consumption anyway. (I, however, went back and checked the switching screens and there is no mention to the fact that that amount is an estimation)
Well, a month later (few days ago), I get another bill of £28.12 and very confused I contact their customer service for clarification. At this point, I have been already told two different things:
- Direct debit of £28.12/mo - fixed price
- The first payment is to start off in credit, then it’s based on consumption and that amount will be detracted from following bills.
During the following few days, I will be told yet other different things. The first one being “We charge you £28.12 a month so that during winter months you don’t pay massive bills”. Hold on, what does that mean? That if I consume less than £28.12 I pay that amount, but if I pay more, I am being charged more? That doesn’t really seem a customer-friendly plan (I never win). It seems that the energy company always gets more than what I am supposed to pay.
Then I am being told:
“Looking into your account, I can see that the £28.12 taken out on the 7th May and 8th June was your monthly direct debit, we have not yet charged you for any usage.” -
What does this even mean? That they just took money out of my account when a bill was yet to be made?
To my requests of clarification they answer:
"If you wish to be placed on a variable debit, where you pay exactly what you use, I can set this up for you. Looking into your account, it seems when you signed over to us through the setting up of a direct debit. The direct debit amount is generated based on your EAC (Estimated Annual Consumption), this is based on property history and also your previous usage amounts with your previous provider(s) among other things. This is why we have quoted you this direct debit amount, as we believe, based on your EAC, that this is the amount you are likely to use. According to actual usage, you may use more than your direct debit covers or less. "
So, again, why have I been charged at the beginning of the May (again day 1 from switching) and then again on June 7th, the same amount? From what they are saying here (which is not what I have been proposed before switching), I spent £54 of energy bills during the month of May. This is unlikely since with the other company I was with my bills would get at a maximum of £40 and I have been very careful with energy during May.
I am still trying to figure out what to do. I have contacted Monzo via chat and waiting for an answer. Also trying to solve this with Octopus. But in the meantime, I thought it was a good move to share my experience and see what other people experience has been like.
Thanks if you have read everything!