I have been chasing very politely on a monthly basis a lack of bills and up to date usage since January without success. I’ve had it confirmed in writing at the beginning of August that my usage is now correct, however my last bill was the end of November 2023 still. I am over £1400 in credit and I’ve been promised a £1000 refund on the 7th August and when that failed Stephen a supervisor promised a refund within 5 to 7 working days and we are now on on day 12 with no refund. I called yesterday and was told that I would have to wait another 3 working days, not for my refund but for a senior employee to call me. I emailed on Monday this week and sent a chase email Tuesday and we are now Wednesday and there’s no email reply either. My advice is if you’re with Octopus control your direct debit with your bank and don’t pay them a penny more than your usage because you will NOT get your money back.