“Shocking!
2 complaints, both had to be taken through to Ombudsman, and I only joined Octopus in August 2023!
One complaint awarded a resolution and compensation, one still ongoing.
The one awarded compensation, Octopus now lie blatantly to the Ombudsman saying they've implemented it, even providing falsified evidence to attempt to show they have....... clearly forgetting they can't falsify what is shown on my IHD or online account.
Well dome Octopus, seems like youre upsetting many across the board in one go here”
“Since subscribing to OctopusEnergy Eleven months ago, I have had continued problems. Their ‘Customer Services’
Stag are totally incompetent, they do not respond to my emails.
Octopus Energy are unable to read my Gas meter readings despite numerous on site visits to my home.
Greg, the owner of Octopus, has not had the courtesy of responding to any of my emails. This company has outgrown itself and cannot cope with customer complaints.
Avoid this energy supplier at all costs.!!!!!!!!”
“Like all other reviews, I have lost the will to live after multiple calls and mails related to 4 months of trying to get a simple reading from with smart meters digitalised.
I’ve had promise after promise. I’ve sat in for whole days while engineers said they’d resolved the transmission issues, I’ve been told they’ve reset and synchronised the system. I genuinely think that I now know more about energy meters than 90% of the incompetent employees in this company. All funny until I received a bill to the value of 12 months use of gas which took my credit into a massive negative and then was threatened about an astronomical increase in my direct debit. Thankfully I was able to inform incompetent octopus about where they’d forgotten to update the serial number of my meter.
Shambolic service. I don’t know who is responsible for the customer’s satisfaction, but I’m guessing that they’ve left the company looking at the consistency of this shambolic businesses 1 star reviews.”
“I was excited to set up my energy service with Octopus energy, but they took 20 minutes to run a credit check.only to come back and tell me they didn't run it because they couldn't find the address in their system. I repeated the same address and 2 minutes later they came back and said they found my address, but my credit report came back lower than 600. I pay for a monthly service that reports the top three credit services and my credit score is well above 600. They were going to charge me a $300 deposit for no reason. Totally incompetent and would not trust them with my money.”
“Very poor customer service. I too don't want to hear ads about their good customer service! They do not reply to emails and i am waiting to hear from a manager. They managed to take 2 direct debits from one instruction this month I don't know how and it was for alot of money. the bank did refund one quickly but then Octopus told me the bank had cancelled the direct debit when they had not and the Octopus system then showed it as cancelled but not my bank system. Disgraceful service - I am a pensioner and I have always paid on time.”
“'Octopus' gives the impression that its customer services department is set-up to be as feeble and incompetent as humanly possible. There seems to be no management, no supervision, no established processes and no effort whatsoever to make improvements.
Steer well clear of this dreadful company and do not be fooled by its colourful app.”
“Dreadful company! Charged me a small 34 seater restaurant £13.302 to get out of a contract that had a few months to go! No need!! Faulty meter ignored many many calls and emails and evidence for TWO years!!!
I hate this company and once I pay the contract off (which will work out cheaper!) I'm offski!!
Shocking customer services
Play with accounts to confuse customers
Never have I experienced such shocking service from a supplier in my 35 years in the restaurant game !”
“Not requested my monthly meter readings like Shell did. Have sent the readings with a covering text and instructed them to use them. So what happened to "you dont have to do anything and wont notice the swap".”
“I am so annoyed that Octopus promote their amazing customer service on the radio as my experience is far from even acceptable. I have had a simple complaint and issue that needs resolving and we are now on the 3rd month of trying to sort this. Very very poor”
“Brilliant company! I wish I had made the move sooner as I'm now saving over 70 pounds a month on my duel gas and electric plan . Great customer service can't do enough for you very polite super helpful 🙏 you can get 50 pounds off your bill If you use the link below
https://share.octopus.energy/cyan-yak-827”
“No responses to emails - let alone in the 24 hours they promise. And they take a shocking length of time to issue refunds. Probably going the way of Ovo energy, which started small and excellent but CEO got greedy, the company grew so huge they couldn’t cope and the quality plummeted.”
“Recently been moved from shell never had any problems with them
I Changed my direct debit date was informed the date would not change straight away which was fine , the date would change from the next month
Having taken payment on the original date they then tried to take another direct debit 3 days later on the new date ( can see on the app this is pending )
When i contacted them they informed me they could not stop the payment and asked me what had happened!
I have had to ring my bank and cancel , I am not paying them twice
I will look to switch to another provider”
“Octopus energy fitted a smart meter. Since then our boiler has not been working. They say this is a boiler issue, that just happened to start when then engineer touched it. They refuse to come back and resolve the issue. Terrible service”
“Excited to be one of your new customers from Shell energy - called today only to find the same incompetence and circus call centre abroad - couldn’t believe it. Have to start all over again as no previous payment set up honoured.
It’s just talking to Shell all over again - if that call is on the radio then it won’t be like the others - very poor first experience. Where to go now as thought I was with the best !!”
“If I could I would have given a zero but more likely a minus!!
I sent a message to complaints yesterday morning around 11.30 and forwarded the same to the CEO a little later as I had no response, guess what? Not even an acknowledgment from either of the departments the complaint was sent to!!
Disgusting business practice, I have never been ignored like this from ANY OTHER company I have dealt with and I shall be now looking for a new provider as my money is good anywhere!!”
“Started out good response to queries but customer service has tanked recently. I thought they were better than the rest but they are reverting to type. IE lucky to get any response unless you nag nag and nag.”
