“Absolutely terrible Company
21months paid £9k+
After months of complaining, I received a credit on Friday, by Monday the credit had been removed.
Billing specialist called, then put the phone down mid call , after talking over me for 2 minutes
disgusting behaviour from the senior management team.”
“Terrible company to be with. I had a scheduled installation of solar panels & Tesla battery this week. I Was supposed to have a pre installation survey prior. But never happened! Contacted the solar team, with no reply. The day the scaffolding was supposed to be erected & just 2 days before solar & Battery were supposed to be put in. I had still hadn’t heard anything from them. I had to phone them, only to be told that they wouldn’t be installing my scaffolding that day & solar because they hadn’t done a survey. & didn’t know when they would reschedule the fitment date. Don’t use Octopus 🐙 if you want a stress free solar installation!”
“Octopus energy are a terrible company they are great until you request a refund and then everything goes downhill from there. They tell you you can’t have a refund, then when you make a complaint you are given an apology and told you can fave a full refund and compensation for the inconvenience. Then you find out your refund has been deleted with no refund to be given. And the complaint process begins again. I have no trust in this company will be looking for a new energy supplier.”
“Constant hectoring for payments on an estimated bill despite making regular payments each month. The demand for over estimated payments is nothing short of an attempt to get an interest free loan from customers, disgraceful behaviour.”
“An absolute fraud company and total bullies. Arrogant staff and harass you to agree with their actions!
I have all the emails proof of how octopus has bullied me and kept giving me misleading information at all the times. I will ensure that I reach out to every authority and put reviews all over to raise complaint regarding this matter so that people refrain to use your service.
1. Octopus has entered wrong account opening date on my account, which is misleading information.
2. The amount as balance shown is wrong!
3. I have not missed any payment.
4. Ever since I raised my complaint back in October 2022, no one paid attention.
5. No billing was received till September 2023 after November 2022 - it’s all documented as I have shared all the email but still octopus bullied for nearly a year and refrained to accept its mistakes.
6. Arrogant staff except for one who genuinely tried to resolve the problem but her manager never attempted to call me before the dead lock letter.
7. Despite all this I agreed to pay the amount as I was harassed that the status will be updated on my credit file. I still paid attention and spoke to the member of staff and offered to pay but she suggested to go for monthly payment. I was disturbed and so upset last night to see that octopus has given wrong information to credit agency which has impacted my score.
I feel bullied and harassed because despite octopus mistakes and their acceptance they made me fall into their trap. It has impacted highly on my health and wellbeing. It’s a shame that whosoever I speak with, they have the same story for octopus. I am glad that I am out of their service.”
“They failed to take the monthly direct debit amount from my bank, causing a large bill estimated to catch up the energy used. If I hadn’t contacted them myself their inept accounting service would’ve carried on messing up my account. What a shambles !”
“I was with Shell energy and was switched automatically. I have ended up in credit with my gas & electric. I have followed all the advice and enter my meter readings regularly but I am now having to jump through hoops to get a refund again. They say there is a problem with my meters but won't tell me what the problem is. I have tried to manually reduce the payments but they keep putting them back up again.”
“Octopus engineers are not doing their work properly. They told me I have 2-way meter however my prepayment was too quick in the last few months. So I contacted octopus and someone on the phone said yes you have a 2-way meter and a 2nd customer consultant said you have a 1-way meter. They say they have to come in to install a new meter. When they arrived they seemed puzzled and didn't know what to do. Half an hour later they told me they couldn't carry out the work because of some cabling issues and the UK power network needed to come and sort it out. I have asked the engineer what I have to do and he said nothing. UK power network will contact you within 12 days. The 3 weeks passed and I hadn't heard from UK power network so I phoned them up and they said they had not received any paperwork from Octopus. I then had to call Octopus back and request this to be done... Another 2 weeks down the line and UK power network finally came to see the issue. To my disbelief, they said there was nothing they could do as it was a job for an electrician. I called octopus again and they said oh ok, the engineer didn't write his notes properly. We are now a month away since their visit and nothing has been done. Ridiculous company.”
“Constantly repeated calls and emails since May 2024 with photos and measurements requested as Smart meter did not work. Promised call backs, does not happen. Here we are in December and despite a Sub contracted agent attending in May, Octopus cannot deliver on service. I am going to another provider……disappointing as a loyal customer having moved there is no interest in my custom!”
“Purchasing solar panels,battery and ev charger and found the service very poor. Because there was a delay of the DNO certificate we were left with an electric car and no ability to home charge two months after initially ordering. Currently no date for installation of anything and having to make phone calls and send emails to try and get updates. The frustrating aspect is that Octopus make a point of advertising their supposedly excellent customer service although my experience is anything but”
“I am absolutely lost for words at how completely useless Octopus energy is. It has taken months and we still haven’t got our gas switched across. The woman dealing with it doesn’t read emails properly and can’t actually write a sentence. The electricity got moved across and we were promised a smart meter so we could start measuring the solar energy that we put into the grid. Two months later, we haven’t even had an appointment for that smart meter, although it was promised within two weeks. I wish I had just stayed with our existing provider.”
“Very poor treatment of a vulnerable customer known to them had to give all medical Info to register as a vulnerable customer then no help or answer to my emails or issues I am having”
“Ignoring incorrect charges and lacking follow-up or response :
I moved into my current residence on 15 January 2024 and began using your services on 17 January 2024. However, on 6 February 2024, I was charged £511.74. This amount is clearly not for the usage period between 17 January and 14 February, but instead relates to charges owed by the previous occupant before I moved in.
I have already provided evidence regarding this issue multiple times via email and phone calls. But its still under "we are handling it" process and they didn't refund the amount for more than 10 MONTHS !”
“It has taken 11 months for Octopus to try and sort out a problem with THEIR billing system. It has still not been resolved. All I get are generic emails when I contact them. If I am told they will get back to me by a certain date, it never happens. There is no continuity in who is handling your complaint. Truly dreadful customer service.”
“If I could leave no stars I would. My vulnerable elderly parents, with health issues are under major stress with their electricity bill. I have taken their issues on to help them, however after several emails of going back and fourth 4 failed attempts of an ‘engineer’ visit, we are still in the same position. Octopus are not replying to any of my detailed emails. Worst company ever.”
“They could or would not compete with a competitor so i decided to change my supplier saving myself £185 /year.
Octopus read my smart meter readings and emailed me my final a/c, total credit with no more to pay.
A few days later Octopus took £3;27 off my credit with another reading.
I had to chase for my credit which took them 10 days to process and 10 days for money to be in my bank. Very poor customer service.
Dont read your emails thoroughly / correctly and only answer what they think ,”
“I've been waiting SIX WEEKS for a smart meter replacement. Tired of receiving apologies punctuated with gooey "thanks for reaching out" and "love and power" sign-offs with little hearts and emojis. I don't want or need warm-and-fuzzy from a utility company that's overcharging for energy -- I just want someone to do their job so I can have control over my own energy usage.”
