Octopus Power Ups and Free Energy Sessions

honestly I am getting a bit irked now. (or am I wrong in which case I will eat humble pie :) )
I thought we paid for the energy up front and then we. got the money credited to our account after .... in which case ...

I just had another reply about the free energy session which I think is wrong. bear in mind my 1st mail included images of energy use from my inverter and the last guy who replied who told me it was a saver session not a free energy session confirmed my usual use was zero and I had used close to 20kwh in that 2 hrs.

_---------------

Hi Michael,

Thank you for your message, and I completely understand how this can be a bit confusing. I’m here to help clarify things for you!

Free Electricity Sessions encourage you to use more energy than normal, as any extra power you use during those sessions is free. If you had participated in a Free Electricity Session, you would not have received a charge for the extra energy used. Your Free Electricity credits will appear here after each session. If you don't see a credit within two weeks of one, it means you didn't use any extra power compared to normal.

You were credited these amounts for the following sessions:

27/11/2024 - 13p
24/09/2024 - £1.89

If you have any further questions or need additional clarification, please don’t hesitate to reach out. I’m here to help!
 
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bigmike20vt said:
honestly I am getting a bit irked now. (or am I wrong in which case I will eat humble pie :) )
I thought we paid for the energy up front and then we. got the money credited to our account after .... in which case ...

I just had another reply about the free energy session which I think is wrong. bear in mind my 1st mail included images of energy use from my inverter and the last guy who replied who told me it was a saver session not a free energy session confirmed my usual use was zero and I had used close to 20kwh in that 2 hrs.

_---------------

Hi Michael,

Thank you for your message, and I completely understand how this can be a bit confusing. I’m here to help clarify things for you!

Free Electricity Sessions encourage you to use more energy than normal, as any extra power you use during those sessions is free. If you had participated in a Free Electricity Session, you would not have received a charge for the extra energy used. Your Free Electricity credits will appear here after each session. If you don't see a credit within two weeks of one, it means you didn't use any extra power compared to normal.

You were credited these amounts for the following sessions:

27/11/2024 - 13p
24/09/2024 - £1.89

If you have any further questions or need additional clarification, please don’t hesitate to reach out. I’m here to help!
Click to expand...
Is that another email? Honestly they are just AI bots on there.
 
I just wrote another email... polite but firm asking for them to check my account and not just send boiler plate reply as I had done checks my end and was certain I was due a refund.... however before hitting send I figured I better check my account again via the web portal (the app does not show the cash back for some reason).

I am glad I did as.earlier this morning I had a refund through of £4.69. happy with that was as my energy use was in an intelligent octopus window so I only paid about £1.40 for the energy in the 1st place.
whether this was because support checked my account or it would have come through anyway I do not know.
 
Trouble is, we assume we are communicating with humans, which just makes us more frustrated wondering why someone can't understand what they've written contradicts itself, or the issue being discussed. Golden rule, anything slightly complicated phone or use Twitter.
 
Hi,

I know I'm being massively lazy here reading the entire thread but Octopus have invited us on to these power up sessions.

Is there any down side or negative?

They give you free electricity for a certain time, seems a no brainer?
 
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