“Thought I would share this very unpleasant experience with Octopus Energy.
I was switched by Octopus to Utility WareHouse automatically. I DID NOT EVEN CONTACT Utility W/House or request any switch to any other utility supplier.
Octopus even charged me £150 for switching. Luckily, I check and read my bills! Of course I complained to Octopus management and asked them to contact Utility WareHouse for the evidence of either phone call or e-mail, plus I stated that Utility W/House would not even have have my bank details unless Octopus had shared them.
This is really scary as Octopus should have looked after my personal data, and it indicates that there is a problem with their computer system. How many other people have had this problem, I woder?
Well, Octopus switched me back to them (after 3 complaints) and refunded my transfer fees (they did not even notify me of this, as if trying to cover their tracks)? BUT did in no way contact me to apologise or inform me of the refunds, not even some sort of small compensation gesture.. They were stealthily quiet about it all, hoping that I would go away and not complain any more.
WELL here is my report for all to read. BE WARNED, read your bills and ensure that your supplier does not do this to you. For data protection and customer service they get NO STARS here. What they did was not proper and I almost got OfCom involved.”
“The smart meters DO NOT WORK!
They know full well they don’t work but that is part of the scam because then they charge you what they want and nobody will help you with these rats!
AND THEY ARE RATS, DIRTY, FILTHY, ROBBING, STINKING, INFESTED, SEWAGE RATS!
If you like living the stressful life then sign up with these incompetent mother f*ckers and enjoy the ride …weeeeeeeeee…... and then it’s the straight jacket.
No other energy company treats you as bad as these tw*ts because they wouldn’t get away with it and God knows why these f*ckers are getting away with it!
IT IS ABSOF*CKINGLUTELY UNBELIEVABLE!”
“My account was in credit as I had mistakenly over paid. I contacted Octopus and they agreed I was in credit. They asked for a meter reading and brought the account up to date. I was then told the refund would be actioned. Payment would be made to whichever account I had used to pay them on the last occasion.
After 5 days I had to chase payment as nothing had been received. Then part of the refund was credited to my credit card but not the total. I emailed to find out where the balance was. I was told that due to the size of the refund it couldn’t be paid in one transaction. I was told payment of the balance would be made in 3 days to my account. I presumed my bank account as I had used it to pay them previously. 10 days later nothing had been received and I continued to chase. Fiona swapped messages with me and was misleading, evasive and patronising. told her I wanted to raise a complaint and she told me she would handle it for me. How can she mark her own homework? Then out of the blue a cheque arrived in the post for the balanced. I have never paid Octopus by cheque so why did they issue this. They said the refund would be credited to an account I had used to pay them. I have never written them a cheque. To make it worse they sent the cheque to the supply address not the billing address. They have always sent invoice to the billing address.
I think the plan was always to delay repaying me and the cheque and the wrong address were part of their plan. I thought they had a good reputation but my experience has been 1/10 and I will now swap supplier.
Michael Sharp”
“I always pay more than required on the 2nd of each month as soon as their app shows me how much I owe them. But they disregard my payments claiming I am in debit, discrediting me!
They are purely horrible. Cannot wait for the 8 weeks to put a formal complaint against them.
Need to add I am an elderly pensioner on state pension.
Shame on octopus.”
“do not hire this company
Terrible service, I opened my account with them 17 days ago and I still don't have energy.
The customer service women are terrible, very unprofessional, they talk to me very rudely.
I think it's because I DON'T SPEAK ENGLISH 😪”
“I am disabled I’m registered disabled I have severe Rheumatoid Arthritis and COPD I’m retired pensioner. Get less than £30,000 per year, I privately rent and Octopus tell me I do not qualify for free loft insulation. Please someone tell me how bad you have to be for these heartless guys to supply it.”
“The company has taken my £1049 charger payment and still hasn't installed 2 months later. They can't find my notes on the system and no one is getting back to me. I don't know what to do. I even messaged the CMO on LinkedIn for help saying I'm having to drop 1 star reviews (so as the senior marketing person, this isn't great so please get back to me. Nada..”
“Absolutely awful. I am unsure as to why people hold octopus at such high regard. My gas supply was cut last night, contacted the emergency helpline who told me to ring the supplier. Called supplier but they're out of working hours. Emailed their emergency email, no response till this morning. So all night we spent with no gas meaning no boiler meaning to heating or hot water. Spoke to customer service this morning, given a response of 'cant guarantee anyone will be coming today but I'll raise a complaint', I'm still waiting for this person to contact regarding making a complaint.
Finally got a response to my email asking 20 questions and then said they'd send someone within 4 hours, booked me for after 4 hours so when I queried this they said they didn't say within 4 hours, lies, I literally have their email where they did say that! Then they said the booking that has been made isn't guaranteed it'll be that time but maybe that time. What on earth?! I've had to take time off work losing money now and Octopus are deliberately neglecting vulnerable people in my house by refusing to fix an issue at the time they gave themselves. No-one has contacted me even now to register my complaint. Disgusting heartless people working for a company which literally thrives off of our hard-earned money and provides nothing in return. Hope they experience what I have with the same service in return.”
“terrible from the start, they would not answer my emails, then my prices are dearer than i was told, bad customer care when you do manage to speak to someone, will leave as soon as i can”
“Agree with most of comments below. We have been moved automatically to Octopus December last year and since then only troubles. No one of the customer service can't help, they can't transfer you to higher management when you ask, so basically you straggle again and again. Wrong billing, once was sorted after many calls and now a few months later again the same, no one can explain you why, no communication whining customer service, so you need to explain yourself evey time you call. Absolutely worst of all supplies so far.”
“Worse cutsomer service ever, there reviews and Adverts are all fake by theoir staff for a bonus, My complaint of 12 weeks still not resolved alll i get is some clown on the laptop sending a message saying
"I sincerely apologise for the delay in response and the frustration this situation has caused you. I understand how important it is to get this resolved quickly, and I truly appreciate your patience." this time its Pamela .. absolute disgrace . she then said
have escalated your case to the smart tariff department to ensure they look into this matter thoroughly. Once the switch over has been processed, we will be able to revise your bill accordingly.
I understand that this has been ongoing for quite some time, and I assure you that we are committed to resolving this for you. I will also make sure that a senior team member is aware of your situation and can assist further." same message from different clowns for 12 weeks ,, I hope this goes leagl and to court .. 855.oo pounds for a 14 day period when my bills are approx 100 a month ..”
“Everything was fine until I had smart meters installed with octopus, I get billed for my gas usage, but not my electric usage after numerous emails back and forth I feel like I'm being fobbed off, don't they want my money.”
“I'm currently being harassed by Octopus energy for bills of a previous tenant. I've never had an account with Octopus and yet they continue to harass not only me but also my landlords who actually paid the bill up until our supplier's were enabled to start supplying us having previously been blocked by octopus. Customer service have spoken to me a number of times and apologised precisely on the phone and promised to zero the account and stop the automated harassment that just spits out bills for random amounts that have no relevance to any actual meter readings? It's bonkers and surely criminal? As is the fact that all review sites seem to force us to give at least 1 star. For criminal behaviour? Absolute rotters still get a star. Ridiculous!”
“I have two RVs, a Nissan Leaf and a Kia EV6 and a Hypervolt Home 3 Pro charger. Intelligent Octopus Go is compatible, or so it says on their website, with both combinations of car and charger (ie Hypervolt & EV6 and Hypervolt & Leaf). The Octopus App is different and lists only the Nissan Ariya as compatible Nissan cars, therefore despite the website "Will it work for me?" page saying a Leaf is compatible, it is not according to their App. That strikes me as false advertising and shouldnt be allowed! OK, so now I'm on the Intelligent Go tariff (as the Hypervolt/EV6 combo works fine). Octopus tell me, eventually after much conversation with so called Help agents who know about as much about EV systems as I do, that I can only have one car/charger combo working. Thats not at a time, but ONLY one combo. They wont let me have two EVs registered! What? that sounds really daft. Trying to charge the Leaf is somewhat more difficult. Switch off Smart charging and charge the Leaf through the Hypervolt as a standalone set up should work. Well no, actually, it doesnt. Octopus takes over the charger and is very reluctant to release it to allow me to charge the Leaf. It takes a lot of effort to switch off the "smart charging" but it can be done if you persevere. Octopus might have some decent EV tariffs, but their help system on the telephone is hamstrung by the inability to speak directly to the so called "smart team" who look after the EV side. The people who answer the phone are next to useless and do not know how the EV side of the business works. As a consequence they cannot "help" at all. I am disappointed that the "smart charging" cannot figure out that it cant talk to my Leaf and therefore release the Hypervolt to do its thing and charge my unsupported EV. If its going to be called a "smart" system, it should be able to figure that out. It certainly knows that my EV6 is plugged in, it should be able to tell if an unsupported model of car is plugged in and act accordingly. And Octopus's position that a customer can only have one EV registered to work with a charger is appallingly bad logic.”
“They have very poor customer service,
it so saddening that Octopus wasted my time. Since January this year I've requested house meter readings, till now they have not resolve it. Each time I called it has been the same story from different staff.
Recently, they wasted my precious time. They called to book a meter appointment, after I had made calls, and I told them my availability, which was 29th of August, unfortunately they said the was not available, that I can pick any day in September. I sent an email that I am available on 5th, 7th, and 8th September,
they never replied untill the 11th of September. Also, I picked the 16th of September as my available day, but to my greatest surprise, they booked 17th of September for me and backed it up with a reminder. I sent an email about it and they apologised. I sent another email that I will be available on 19th and 21st of September, which they acknowledged and promised to book one of the days, but I never saw their email till as I am writing this review.
Secondly, I have told them countless times that they should not send me an estimated bill, but they never respected my wish.”
“Terrible customer service when you call them.
Certainly not trained and feels like I'm talking to a Sociopath.
Accusing me of having something more than once, when I told the lady I did not.
Not listening to the customer, causing stress to vulnerable people.
Its disgraceful behaviour.”
