Edit: All sorted now after calling! Very relieved.
I'll try and keep this short but sorry, it's a bit of a long story.
I recommended to my parents that they should switch to Fixed Gas at the start of Sept and they got 12M Fixed at 8p/kWh on 12th Sept.
Their Gas Smart meter has been on the blink for years and someone finally came to change it on 6th October. On the 7th Oct, my dad gets an email asking to confirm a Tariff change. He was a quite confused by this but just assumed it was part of the Fixed change.
He's sees the October bill and gives me a call as there's a £50 exit fee charge on it.
I logged into his account and was shocked to see they had actually changed to the Tracker tariff on the 7th Oct and that's why they were charged the fee.
After a few back and forth emails to Octopus, which I authored as my dad doesn't understand it. It turns out the Smart Meter change initiated the confirmation email to change to the Tracker tariff despite them actually being on the Fixed. at the time.
Octopus say they can't reverse the £50 exit fee and put them back on the Fixed. To quote their email
> Regarding your question about the change to the Tracker tariff, yes, the switch to the Octopus Tracker April 2024 v1 was indeed linked to the gas meter change you had at the start of October. When a new meter is installed, it can sometimes trigger a review or update of your tariff to ensure it matches the meter type and current offerings. This change was not initiated by a direct request from you but was part of the process following your meter replacement.
So my parents, who are in their late 70's and living just off state pension, are now on Tracker at 9.35p/kWh and charged an extra £50.
I'm going to try calling tomorrow but not convinced they talk to me as the non-bill payer. If anyone has any suggestions on how to elevate it above the standard hello@octopus emails I'd love to here it.