Paying Electroverse through Octopus Energy account

MDWMG said:

Has anyone else found the option to pay Electroverse from their Octopus Energy account has been removed?

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mine has a little 'pay with octopus' logo in the payment methods section.

It looks like it contains the end of my bank account number, but I can't say whether it would take from our Octopus credit first or go straight to my account.

Bam Bam said:

mine has a little 'pay with octopus' logo in the payment methods section.

It looks like it contains the end of my bank account number, but I can't say whether it would take from our Octopus credit first or go straight to my account.

Click to expand...

That icon means you have it set up to take payments to Electroverse for charging from your Octopus account (jn my experience, it was taken from Octopus credit).

The problem I have is that Electroverse has removed that payment method, without telling me or explaining why.

i've been an Octopus customer for years, my account is well in credit, and Electroverse payments came from it automatically - until one day they didn't. When I looked at the app, that payment method had disappeared.

I relinked my Octopus account as a payment method a week ago, but it is marked as Pending in the app so I can't use it. I complained to Octopus, who referred me to Electroverse, who appear to be investigating what's happened.

The most disconcerting aspect of this is that Electroverse can apparently remove a payment method from a customer account without telling the customer or giving a reason.

MDWMG said:

I relinked my Octopus account as a payment method a week ago, but it is marked as Pending in the app so I can't use it. I complained to Octopus, who referred me to Electroverse, who appear to be investigating what's happened.

The most disconcerting aspect of this is that Electroverse can apparently remove a payment method from a customer account without telling the customer or giving a reason.

Click to expand...

Strange and annoying.

I guess all we can say is that it has happened to you and it hasn't happened to me.

MDWMG said:

Has anyone else found the option to pay Electroverse from their Octopus Energy account has been removed?

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I have. Also my RFID card has been cancelled. I'm assuming it's because my direct debit was recently changed..

Thanks for raising this. I wouldn't have realised otherwise. No notice from Electroverse.

Rutsy said:

I have. Also my RFID card has been cancelled. I'm assuming it's because my direct debit was recently changed..

Thanks for raising this. I wouldn't have realised otherwise. No notice from Electroverse.

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So I'm not the only one affected!

My RFID card works, and so does my other payment method, but payment from my Octopus account (which I had set as the default method) just vanished from my Electroverse account.

I only found out because Paypal (my other method) notified me of a payment to Electroverse.

Just checked my account, both cards deactivated.

Wonder if it because I moved my electric to Tomato Energy?

But I did use my card OK at the beginning of November, started with Tomato Energy at the beginning of September.

Moving to Tomato would have changed your DD. That's what happened to me. I've now added a credit card and all back to normal. Don't think I'll bother with the octopus payment method in the future.

I also moved my electricity to Tomato, but still have my gas from Octopus. I wondered if that caused the problem, so checked the Ts & Cs for paying Electroverse from Octopus - they say you can do it provided you have either gas or electricity from Octopus.
Can't see how or why the Octopus DD affects this - mine has always been on the same day every month for years, and nothing changed when I switched electricity at the start of October.
Everything worked with Electroverse right up to until late November, and their support team don't seem to know what caused the payment method to be deleted. They don't work weekends, so I'll chase them for an update tomorrow.

Update from Electroverse and Octopus:

It's now 10 days since I found out that the option to pay Electroverse from my Octopus Energy account had been removed without my knowledge

10 days since I complained to Octopus, who said it was nothing to do with them and I should talk to Electroverse (which is an Octopus company)

10 days since I complained to Electroverse (who I then discovered don't provide support over weekends)

10 days since I set up the payment method again in the Electroverse app (and it started to show as "Pending")

7 days since Electroverse replied to my complaint without attempting to understand the issue

7 days since I repeated the complaint to Electroverse (payment method still "Pending" in the app)

5 days since Electroverse replied saying the payment method had been removed on November 13th, and blamed it on a system error, but didn't say how it was going to be put right

4 days since Electroverse support passed the payment method "Pending" issue to their "tech people"

3 days since Electroverse blamed it on an issue over the weekend "that caused some disruption in the app" (ignoring the fact that all the problems I encountered had started before the weekend)

3 days since Electroverse support asked me to add the payment method again (despite the fact that I had already done so, it was still showing "Pending", after a week, I had told them this already, and the app wouldn't let me remove it, edit it, or do it again)

3 days since I pointed this out again to Electroverse (who of course don't provide support over weekends)

This afternoon Electroverse replied to say their system shows my Octopus Energy account has a "Loss Pending" status, so the app will continue to show the payment method as "Pending", and I should talk to Octopus!

To summarise, I first complained to Octopus, they bounced me over to Electroverse who messed me around for over a week, gave me two bogus excuses for what had happened, then finally looked into the issue properly, decided they don't think its their fault and bounced me back to Octopus.

I have been with Octopus Energy for years, always maintaining a steady monthly direct debit to build up credit every summer. My credit balance is enough to pay for all the home energy and Electroverse charging I could possibly use for several months. There is no way there should be a "Loss Pending" status against my account.

So I phoned Octopus, who asked me to email all the details to them.

The email has gone off to Octopus. It ends with the line "Please fix this issue asap if you want to keep me as a customer". Let's see if they do.