“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.”
“Absolute waste-of-time these people - they lied about how long it would take to fit a credit meter - said it would take around a month and it's took them 3 months to get an engineer out - he showed up but couldn't do the job, and left without proper notice.
Now 5 months after joining, I'm still waiting for another appointment for them to change the meter over. I opened a complaint 6 weeks ago, have been promised time-after-time I'll receive a call back, it never comes.
Abysmal customer service. They boil my blood.”
“We were changed to octopus from shell.
Realised not charged for gas..Rang told smart meter was not working .submitted a reading
Assured meter now fine
This month same..rang told the meter wasn't communicating!!! I asked for it to.be fixed..told no.
We are just under £400 in credit and have been trying to get a refund!!
Told do.it on line in our account.
Followed steps but still no refund!!
Just keeps day Ng the account is not up-to-date and submit a meter reading!!
Will be leaving them.”
“For a company that prides themselves on customer experience:
- I switched to Octopus to get onto their EV tariff. There's been a problem with the aerial; it can't get the right signal.
- Twice their engineers turned up with the wrong equipment, so that was two days of annual leave wasted
- They refused to help a third time (despite my literal next door neighbour getting the same problem fixed) so I went through the Ombudsman, who ruled in my favour and forced them to come out to try and fix it
- They cancelled the appointment 3.5 hours into the allocated slot, so another day of annual leave off
Absolutely shambolic, a waste of time and energy.
If you have an EV, stay a million miles away from Octopus”
“They won’t give me back my money in credit and slowly deducting saying there was a fault in my meter!!! Robbing us blind!!! They charged me £325 one month fault with meter it was only £76. £280 in credit I’ve asked for £250 now they r delaying saying my meter was faulty and taking more money WTF”
“Worst customer service/care I have ever seen,there is none ! .Constantly adjusting bills making it hard to tell how much I'm paying /using.Overcharging .I feel bad for anyone with this company I got stuck with them from shell but enough is enough .Leaving at the end of this month back to British gas which might not be the best choice but its much better than these jokers saying I'm using £300 per month in summer when I'm not even using £100....never again!”
“They building up my so called target balance charging 30£ above my readings Every month! Now summer is here , I should pay at least 40£ less than winter but they increased my monthly!!! Comlete nonsense What a shame
Is it greed itself?!”
