Hi, I am an existing customer, approaching the end of my 3-year contract. I called at 15:14 on Monday the 5th of August to inquire about cancellation penalty before my contract expires, were I to trigger the switch to Ovo Energy which had the best 12-month fixed at that time. The customer service rep who took my call – lady whose name I don’t recall now but hopefully recording of the call can help to find out – very confidently said that, because my contract expires on the 1st of September, if I were to trigger the switch now (i.e. on the 5th of August) I would be charged the cancellation penalty. Instead, I was advised to wait until 5 days before my contract expiration, call Octopus up again, and ask for the cancellation penalty to be lifted in case of the switch. So I called up again today, Friday the 23rd of August, at 13:46 and another customer service rep – lady who introduced herself as Dawn – explained that actually I could have triggered the switch 49 (!) days before my contract expiry without incurring any cancellation penalty. I thanked Dawn and asked to log the complaint about the lady who I spoke with on the 5th August, which Dawn said she did. Coming back home, now I tried to see if the Ovo tariff I was after is still available. It was not. So I seek fair compensation which includes: my valuable time to file this complaint / find the best alternative which is available now the difference in the estimated annual costs of the current best Octopus 12m fixed vs original Ovo 12m fixed I was after (I can provide you tariff plan details that Ovo had available at the time or you could get it from them directly – these were also on the record on most comparison websites) I had to escalate it to public review because reaching out to Octopus directly at provided email address exactly a week ago resulted in radio silence. I hope that Octopus will finally reach out and settle the dispute.