How can Octopus offer me a flat rate that is not fixed? | Silver
Octopus Energy is not dealing fairly with my complaint regarding my flat rate change.
I started a new contract in August last year, having transferred from Avro Energy just before it collapsed.
The contract was called Octopus Price Promise July 2021 V1 and ran until September 2023.
All the literature confirmed that the rate would not change. The welcome letter states that the tariff is “fixed” and one of the points of “eight things to know about your contract” is “the unit price of your energy is fixed for the duration of your contract”.
Nevertheless that, my contract was changed to V2 in October, and the tenure reduced to 12 months. As you can imagine, there has been a substantial increase in charges.
After filing a complaint, I received two emails offering small amounts of money to drop it effectively.
The latest says: “All we can offer is £75 and a flat rate, but at today’s rate, not the unit rates when you first requested the Octopus price promise. “
If Octopus can offer another fixed rate, I don’t see why they can’t maintain my existing rate, at the price I accepted, until the agreed end date.
Based on the documents you shared with me, I can understand your confusion, but Octopus Energy says it was stated in the terms and conditions and in other emails sent to you that it was was a fixed-term tariff and not a fixed price.
After your complaint, the energy ombudsman ruled in favor of Octopus, but said he should make a financial gesture because the case could have been dealt with more quickly.
Octopus says: “Our price promise tariff ensures that the tariffs a customer pays for their energy will always be £50 below the ceiling price. All customers must accept the T&Cs after having read the rate they have chosen.
“We have offered the customer a goodwill gesture of £75 as we generally expect a question to be answered more quickly.”
If customers are struggling to manage their energy bills, Octopus says they should get in touch, as there are a number of support options, including help from a $15 million hardship fund. of pounds sterling.
We welcome letters but cannot respond individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters are subject to our terms and conditions