“They told me I needed a new meter installed, I waited two months for the guy to show up, took a day off work and was then told I DIDN'T need a new meter. He then left the job without explanation and refused to answer his phone. Appalling service and servicing team.”
“Octopus's boasts about being customer focused are nothing other than a marketing scam, they're maybe a little cheaper but they make it up + some by scamming you, they have a difficult to find complaints system that does nothing other than ignore you but likes to boast about strenuously resolving issues. I've had solar/batteries installed Nov 23 and after aggressively pursuing them I've earned £3.96 from it according to them as it's calculated at 4.1p not the advertised 15p. At 15p/kw my system app shows earnings of £144 from when they originally told me it was live (since denied). Yet in Feb 24 I had the same system installed on a rental property and have earned more with EON in that short time then I ever expect to with Octopus as they pay the 16.5p advertised rate and get you live without lies and delaying tactics. EON's energy costs maybe a tiny bit higher than Octopus but they're not a dishonest, immoral bunch of toilet content like Octopus”
“We own a rental property and have been trying to pay a part payment of our gas and electricity account for the last four months. We have emailed Octopus on numerous occasions asking for the breakdown, all we get is the full bill. Today 20 apr 24, we have been sent a letter from a Det collection agent saying, ‘you have 14 days in which to pay the outstanding bill.’ This is great we have been trying to pay Octopus for four months with no success. Definitely do not use Octopus worst customer services ever.”
“These are beasts working under the drugs. They couldn't accept the information about my moving house during 3!! months asking me still to pay them. They issued me bills after my leaving for£3500!! fack, which made me a lot of stress. When it was sorted out with help of CAB next one issued AGAIN next month!! I am a vulnerable person on a priority needed and the treated me like this....I don't know what to say... it's impossible to be adequate and behave like this!”
“Customer service is dreadful. Unprofessional, I actually got an email with a heart emoji. I mean really? I don't send those to my family. I've just been migrated over from Shell Energy - who I always found to be good, and my first direct debit payment went out 5 days ago, still not showing on my account. Hiw on earth they get get 5 star reviews is beyond me.”
“Were great but now take forever to respond to emails. The smart meter messed up my solar, the smart meter display doesn't work, their FIT reading link didn't work and they conned me into a fixed tariff days before they announced the April fall in prices. On the plus side the guy making a formal.comlaint out of my gripes is a tad more responsive..”
“Took Octopus Energy to the Ombudsman as my smart meter stopped working in June 2023 and they did nothing about it. The Ombudsman awarded me £100, but, my row with Octopus over my final bill means I will never see it. I decided to move to another supplier in Jan 2023, and Octopus Energy is trying to bill me DOUBLE for the last 6 months when I had already been paying my direct debit. They have failed repeatedly to provide me with a bill that takes into account of my payments. I am in complete despair with this horrendous company, and the person assigned to my case appears to be retarded.”
“Despite their ads featuring people claiming Octopus are a great company and have fantastic customer service, it is all marketing bull! They are slow and disjointed, never call back or solve problems quickly. We have now been waiting for 2 weeks for a refund from our account which has been in credit over £600 for months. Their system is poor. Why keep asking us for meter readings when our smart meter gives them hourly consumption read-outs? Come on own up to keeping customers money as long as you can for corporate financial policy!”
“Don't use this company! Transferred automatically from Shell Energy when they sold to Octopus. First bill £450 when it was £250 during the depths of winter under Shell. Customer support useless. Switched to another provider.”
“Can't get my credit back. I've been getting apologies repeatedly now and getting asked for readings after asking for nearly £1000 of credit to be returned to my now overdrawn bank account. Appalling service!”
“Dreadful company! I moved house and got InTouch regarding my broadband two weeks prior to the move. I was told I would have to wait another week after I moved to receive the router. I explained I worked from home and would therefore have to take time off. They then said I needed an engineer to visit? When I questioned this I was told the email was sent in error and I would just receive my router. The day before I was due to start work again I received an email saying that they had cancelled my order!!!! Avoid this useless company!!!! They don't know what they are doing. I am now taking steps to recover the money I have lost not being able to work because of them”
“Octopus owe me £35.04 from my old address, I rang before Easter as I got an email saying they owe me £35.04, I spoke to 2 different people, first one came across scaring me so I hung up, I tried again second one was useless then she supposed of done a refund for me and sending me a cheque, as not heard anything I emailed them, got an email this morning which I totally could not understand so I rung about this email was told to ignore it as a cheque is going to be sent, after phoning I got an email saying it had been paid into my bank account which it hasn’t because they don’t have my bank details as I receive paper bills, if I don’t get this money I’ll be going to the ombudsman, I’m sick and tired of this company and from reviews I’ve read they a the biggest crooks going. So Octopus you’d better sort this.”
“If I could give this energy company no stars I would. I have never in my life dealt with an energy company this greedy argumentative and condescending. I joined octopus because of all the wonderful reviews and good things I'd heard. I joined with a gas and electricity package for £150 a month ... this is still higher than iv ever paid before but I won't have to worried about putting the heating on come winter so it'd a good deal I thought. Only the company never told me I had to have my meters changed to receive this service so I was being charged separately until I could have this done. I paige 150 nearly on electric alone I was panicking about buying a food shop for my five year old child and was in my overdraft . Iv never paid nearly this much before. The pure callace and greed of this energy company. I rang for help and was argued with in a time I felt very vulnerable and desperate worrying about money . I change energy companys and now I'm being charged 56 a month as apposed to nearly 150 .... how on earth does octopus come up with there estimations. They are greedy and do not care for there customers well beings. They are patronising to talk to and don't care. I have never in my life recieved such poor treatment from am energy supplier octopus should be ashamed of themselves”
“My smart meter has stopped sending readings. It is more than three months since I report to Octopus. I sent over 10 emails and made over 5 calls to chase this up, but just no one really look after it.”
“Another bad review for octopus. I moved into my flat on 5th April. It was prepayment with octopus so I emailed the emergency line that day to set up an account as I couldn’t use any electric without the account. My account was set up on Tuesday (3 days later). I saw then that my account has a debt of £24 on it despite having moved in 3 days ago and unable to use any electric. Took them 2 days to respond to me, and they based the charges off of when I signed the tenancy agreement instead of when my tenancy began. I can’t wait any longer, it’s been about a week I’ve been paying rent and unable to live there because of no electric (so no heating, no hot water, no lights etc). So I’m just going to have pay £24 I don’t owe them and suck it up. Because at this rate I won’t move in till the standing charge has accrued another £24 in debt. It’s ridiculous, but after reading these other reviews I’m not at all surprised.”
