Here we go again
Having complained last week the matter was closed and as a gesture of good will I was credited £40. Done. Nope. Octopus have reopened the comlaint and taken my money from the account. I understand it was compo but once given to me it is mine. Totally inappropriate that they take it. Called...waste of time. Script readers who cannot listen to a complaint and just go by script. Put on hold so long I hung up. Don't get me started on their stupid dpa policy. Have asked for deadlock letter for ombudsman.
Just spoke with ombudsman. Once money has been placed in my account it is mine. Octopus should not take it back with out my consent.
Octopus Energy からの回答
Hi Stuart,
Thank you for leaving a Trustpilot review. We appreciate all feedback, even if it isn't particularly positive!
I'm sorry to hear you're unhappy with the way we've dealt with your complaint so far. In terms of our own complaints procedure, if this gets re-opened we do have to rescind any previous gestures added to your account. A gesture is added under the agreement of the complaint being closed. As this is considered unresolved again we would need to remove these credits. I do apologise this wasn't explained to you.
I've sent over an email to you to discuss your complaint in more detail - please review this in your own time.
I also apologise for the customer service you've received on the phone. This isn't the level of service we want to be giving so I'd be more than happy to pass this on as feedback to the advisors you've spoken to.
If you need any more assistance please do not hesitate to get back in touch.
Kind regards,
Amy