Following many issues last year resulting in me paying each month via the app (rather than direct debit,) I finally got away from Octopus. Despite their constant insistence in raising my monthly payments, they are clearly not as enthusiastic about returning money that belongs to me. They never acknowledge emails from the octopus email address given and to date have failed to respond to two this week. Their staff used to be so helpful but now they lack training in basic customer service - such as respect and courtesy. It’s so easy to set up an auto response so that customers know their email has been received but they apparently have not considered this. The irony is, if I owed them money I would be getting unpleasant communications from them. Never again will I go with this company when I switch and I would never recommend