“I tried to take over the previous tenant's energy supply contract for our company on a recommendation. I was also contacted very quickly by Octopus asking me to register with a customer account. I ended up trying this for a total of 5 weeks. During this time, I received a total of six letters after two weeks saying that the first bill for £29 was outstanding and that I should log into my account to pay it. After a further 18 emails and 14 calls from me, I was told each time that I simply had to log in with my email and a password. When I complained that I kept getting the message that this was not possible because the email address did not exist, I did not get a sufficient answer, but instead a link to reset, which of course did not work. In the meantime, I have found another electricity supplier that was 20% cheaper and where registration was completed within 10 minutes. The customer service there was excellent. Three days ago I received an email from Octopus saying that it was a shame that I was leaving as a customer and whether I really wanted to risk going to someone whose customer service was probably much worse and whose prices were much higher than theirs….”
“This must be the worst energy company I’ve ever experienced, The repair side of this company are useless, I have been waiting to have an electric meter problem repair nearly three months,(no hot water)after visits from two so called electricians and now I have no power in my home! After another one came yesterday. I will be changing my energy company asap.”
“Everything was good until we had our smart meter upgrade. The display doesn't work and after repeated calls and getting absolutely nowhere I've given up. I cant see how much energy Im using now and haven't been able to since the 9th May. Will be moving to another provider come August. Used to be British call centers now it's not, so definitely lost in translation because there is zero communication. Stay clear. Terrible company and abysmal customer service.”
“Suddenly received an email from Ophelos, a collection agency regarding the outstanding balance on our account. Told them to F.O.
Octopus Energy - I HATE them with a vengence”
“Appalling customer service. Taking more than a year to resolve a smart meter issue. Had to get ombudsman involved. 5 engineer visits and still no resolution”
“If I could rate them Zero I would ! It has been a year to resolve a simple situation such as updating the National Grid of electric meter being direct debit instead of pay as you go on their system. I’m so disappointed with their service. I tried changing to another provider but unfortunately they can’t without this being resolved.”
“This company does not care about the elderly. I raised a concern about my 87 year old mum having her direct debit increased by £150 and I just got a well it is what is email”
“No communication from when they bought out shell . Double the monthly payments from what was agreed with shell . Payment due every month on the 28th of the month . With this crowd take anytime come the 10th of the month which is not agreed even with in the app clearly dates 28th of the month”
“Octopus Energy is FORCING me to get on British Gas!
I made a call and I've been told that Octopus Energy wanted me to get on British Gas against my consent
therefore they are manipulating my data without my consent, as well as British Gas!
which is Fraud
therefore I am contacting the police, GDPR authority, and energy ombudsman, and whatever other authority I can find. This is outrageous, and there is no justification, Octopus Energy and British Gas have colluded "blaming" each other to block a bogus "system" which is their bulshit story. Not only if this was on paper one can rip and bin it, but as an IT professional I know deleting an account is as simple as making an SQL query on the database in case the management purposely created a scam which is the case here, and of course this can be resolved by calling but they REFUSE! So its Fraud
Before this:
1. I tried getting a quote, the web form gets stuck at step 4 "Payments"
2. I tried calling 0808 164 1088, I was just sitting there for 5 minutes hearing nothing after opting for a new account, then it closed on its own
3. tried opening a new account, it went "Oops! Some of the data you submitted was invalid. Please correct the error below and resubmit."”
“I live in a one bedroom flat and work a full time job so never at home but they're constantly trying to charge me almost 4 times what I should be paying and when I speak to them about it I'm constantly being told it doesn't matter.
Took £199 today, had to phone again to enquire, they've set up a payment scheme but what they took not only did what they take not count towards the current bill they won't refund the difference leaving with nothing to live on for the month. The promise of lower bills is a lie and a terrible company”
“I had solar panels and battery installed on 13th March this year and was advised to go with Octopus Flux. I registered with Octopus on 8th March and applied to have a smart meter fitted. Apparently no appointments available so left my details for them to contact me when an appointment was available. Didn't hear anything but happened to look again two weeks later and there was an appointment for 25th April so booked it. After he left I applied for the Octopus Flux tarrif but the gas is showing on the small screen but no electricity. Left it for two weeks as they say it can take up to two weeks to sort itself out. After two weeks called Octopus and they agreed there was a problem and asked me to send a picture of the meter, which I did. After two weeks I called them again and was told it may take a while for someone to come out to have a look at the meter so I raised a complaint. This is now coming up for 3 months that I've had my solar panels and still have to reap any benefits. Not impressed with Octopus at all.”
“I moved to Octopus energy for their EV Octopus Go rates and I've been ripped off after Octopus changed my first-generation smart meter. I've been fighting with Octopus to re-bill the last two bills as they have over charged me £400 by billing me on the higher rate rather than on the lower rate saying there was a fault on my meter and couldn't get the half hour readings. Over 90% of my daily consumption was on the lower rate and historically they could see that but they didn't care and weren't interested even when I sent them the information, they wouldn't accept it. They are just another greedy corporate company.
I'm now in the process of moving to another energy supplier, they don't deserve my business.”
“The rating should be -1 . Always paid my bills and overpaid at times . Since Octopus took over fro Bulb this company have increased my bills and suddenly today they said I owe them £7,500 ! And they are increasing my payment from£89 month to £750 ! . I live in a 2 bed modern house on my own and nothing has changed . Customer service is poor cannot speak to any mangers and all they do is appear to read from a script sheet.
Be warned do not go anywhere near this company”
“Customer service is a joke, kids spewing out pre-formulated responses that don't address the issues. The website and app don't work properly . Just a farce. Ombudsman needs to step up. No ability to make phone contact at the weekend”
“I was switched from Shell. First bill from these tentacled money-grabbers my costs rocketed despite it being summer and me having been in hospital most of the time. An idiot 'bot emailed me addressing me as 'Doctor Customer' and said they could send someone out to read my metres BUT it would cost £80.00 for each metre. I refused this and they then sent a standard email saying how to check your metre which involved getting down to it, photographing it etc... but they KNOW I am disabled and live alone so I can't do that... their Billing is idiotic; it says things like (minus)-£192.00 then follows it with (plus)+£192.00. The reviews on trust pilot ALL name some wonderful individual so I take them with a LARGE pinch of salt; all I have ever got is a bot. I HAVE REPORTED THEM TO THE ONBUDSMAN. Appalling service; they just don't CARE.”
