Octopus Complaint Now With Ombudsman: Schrödinger's Smart Meter

I am in the ridiculous situation that Octopus are using my smart meter readings to show my usage on the IHD and the app, whilst also saying that I don't have a smart meter.

I have emails from the customer support confirming the smart meter data is being received, yet when I try to switch to the Intelligent Go tariff (so I can charge my car at 7p/kWh instead of 24.6p) it won't go through as their records say I don't have a smart meter.

I've been phoning and emailing for ten weeks now, and escalated it to a formal complaint two weeks ago. I had a response from a team leader saying she would look into it - and then nothing. No further response at all.

I've been assured that the matter will be escalated to the technical section three times now. They've asked for photos of my electricity meter four separate times - I've sent it by return each time.

To add insult to injury, they have never paid me or my son-in-law who referred me to Octopus the £50 bonus - and they've just taken the third direct debit since I switched. Their website says it should be paid after the first direct debit is taken.

So I've sent the complaint to the Ombudsman today. I'm beginning to wish I'd never switched to them! All I want is for them to correct their records so I can switch to the EV tariff (and the promised £50).