“Worst energy company I have dealt with. Emails ignored and Complaints closed without being resolved and their Complaints process is non-existent! So many errors with readings and bills. And dont bother emailing the CEO Greg - you never get a reply. Switched to Outfox and very happy but still awaiting my credit from Octopus.”
“I have been in touch with you 3 times I just keep getting the run around I wish I had never got it installed been waiting since December 1 got it installed 22 3 2024 and it’s still not working waste of space”
“Apalling company who I want to leave, but because my house is classed as 0.0 on the national data base which is commercial/business premises no other company will take me on, they say it needs to be changed to 0.1 instead
Octopus are refusing to change it, so I've now had to involve offgen,citizens advice ect, they're over charging me my property has never been a business”
“Absolutely useless company. Sent us a totally fictitious bill and refuse to explain it. Just keep sending us demands to pay it. Says takes 3/6 months to respond to complaints. Just ignore their customers and provide very little understanding or support. It seems as though when things are going well they are okay. When they go wrong they are extremely bad and try to ignore it and hope it goes away. This one ain’t going away Octopus!!”
“Octopus now threatening with legal action - after I've had a DD cancelled, tried to get it set up TWICE and also being sent the most outrageous bill after moving into our new property, they are trying to charge £600 for around 8 weeks of energy (when we are hardly there) which is just insane. I have countered this THREE times and no response.
Have been offered a fixed rate by three other companies.
Had high hopes for this lot, but what a mess.”
“Received an e-mail from our supplier Shell that our account would be transferred to Octopus. No permission asked, choice given . Had been with Octopus before and was less that happy ,therefore changed to Shell. Decided to give Octopus another go; big mistake.
Since the change to Octopus, our energy bill has increased by 95%.
Have now lodged a complaint but not holding our breath. Once they have their tentacles round you , guaranteed to squeeze every penny out of you and suck you dry”
“These lot must have actual octopuses working for them because they are absolutely useless. The positive reviews have to be fake, because Octopus are by far the worst company I have dealt with. Switched from Shell Energy and they just magically happened to add on a load of charges to my account when the April price cap came into effect. Contacting them is no use because they give a generic response, and their complaints department is non-existent. Do NOT believe any of their lies about having great customer service because they do not. Will be leaving them as soon as my contract is up and would discourage anyone to join with them. Sooner they go under the better.”
“The bills make no sense, they don't tally with smart meter readings and just random billing amounts which have trebled since my automatic switch from Shell who gave sadly passed their customers to this bunch of swindlers”
“Changed supplier to Octopus before Christmas. I had hoped for at least 2 star service. Despite those really sick making radio adverts saying how good their customer service is, don’t believe it.
All very pleasant on the phone and with responses by email. The truth is that once you complain you get pushed around a variety of members of staff who call promise and then disappear.
Dreadful. Avoid !”
“Apalling service no managers or escalation routes available don’t trust them at all and have been charged incorrect rates moved from shell when they were bought out and experience apalling”
“I'm really happy to be a customer of octopus energy and always give good reviews regarding their service. But I have since had my review taken down as trust pilot are adamant that my last review had somewhat breached their rules which is absolutely nonsense. My last review was regarding a customer service employee named Travis who was so helpful to my husband and I about how the octopus points worked and was merely acknowledging the fact that octopus are customer friendly in every way. But unfortunately my review was removed from trust pilot which really upset us both as we've used the service times and have never encountered any problems whatsoever. But on this occasion they removed my review which in my opinion didn't breach any rules at all. So to everyone at octopus if you fail to hear from me it's only because of trust pilot in not letting me give you the reviews that you so truly deserve. Thank you and best wishes from us both.. Jeannie and Steve 😁😁😁”
“Octopus entered claiming high standards.
They are worse than all the other bandits put together. After 3 months complaining about bills that are obviously wrong I resorted to Twitter to get a response. But they now can't understand basic English or hold a sensible exchange of information.”
“Had to wait on hold for 30 minutes listening to awful music on hold - why put a stupid track like that on loop?
Another energy company promising the world and cant deliver the basics.”
“THE WORST ORGANISATION EVER.
I have requested a full investigation into why my electricy is being charged at £70 a week and crickets. I am being to told to perform a creep test repeatedly and despite already doing this! They refuse to send an engineer. I'm completely stressed out. Something is wrong with my metre and it needs to be investigated. If this company doesn't resolve this, I will be taking action as I've had enough of them.”
“I had ongoing issues with this company about missing electricity charges on smart meter and my account. Sending ongoing emails months without the issue been rectified. Then I have been charged huge amounts and when I changed company and pay final bill. They charged me for an amount for a period which was already paid. Never again this company tries to steal you”
“SCAM COMPANY!
Octopus energy started by charging £157 a month from Oct '23 which went up after being with them for 4 months. On month 5 the bills doubled to £298.
I have been submitting regular meter readings. Their prices are no longer affordable to my household so I switched back to E.ON-Next.
However, Octopus is saying that I now have an outstanding balance of £800. An amount which is estimated between the last charge on Feb '24 and the beginning of April which means that 1 month of billing is £800!”
“We are suffering with that much stress and anxiety it's untrue.
Billing is not correct and previous payments made to Sheel energy before the take over seem to have gone missing . I have asked several times for the UK call centre numbers and have been given fictitious numbers.
£600 charge for one months electricity for a two bedroomed property is unbelievable.
No one seems to want to help , literally don't know what to do next.”
“Beware of this company. The people who you first speak to are very nice and friendly but as soon as you have a problem everyone disappears and you are effectively blanked. You get in touch with the complaints department who do not come back to you. You look to arrange an engineer and are told oh someone may call you within 6 weeks. I have had a number of issues where i am told it was a mistake. Question is how many mistakes can occur before you think it is just an economy with the truth? Be very wary.”
“I needed assistance in setting up an overseas account in London. This was complicated, and Melissa enthusiastically was able to do so. She was persistent in completing this task, even though it took considerable effort working with the London office. She provided the best customer service one could ask for.”
