Hi there,

Thank you for reaching out to us about your parents’ account. I am truly sorry for the ongoing issues you’ve experienced with incorrect billing and the lack of clarity regarding the smart meter data. We recognise that this has caused significant frustration, particularly as you are managing this on behalf of your elderly parents, and we deeply apologize for the inconvenience.

I can confirm that despite the information displayed in the app—which we understand shows 'no electricity' and reports no reading for 36 days—we are successfully receiving regular, automatic readings from the smart meter, and corresponding bills are being generated in our system. Therefore, based on the meter data we receive, there should not be any issues with bill calculation moving forward.

To resolve the historical issues and the current discrepancy you are seeing, I can confirm that our advisor, Kim, has opened a formal complaint and is now personally monitoring the account.

Kim’s priority is to ensure that the next scheduled bill is generated correctly and automatically, without requiring any manual intervention or readings from your side. If, despite the successful readings we are currently receiving, the bill fails to generate automatically, Kim will be able to immediately establish the technical root cause of the problem and advise you further from there.

Kim will be in touch shortly to confirm the steps she is taking and provide you with a direct point of contact. Thank you again for your patience as we work to get this resolved for you.

All the best,

Harley
Team Leader - Octopus Energy