“We've been with Octopus for several years and were quite satisfied until something went wrong recently. Our gas meter stopped sending readings and now our bills have no gas costs at all so we have no idea how much we're using. We've found their Customer Services to be useless in solving the problem, with no tangible evidence that they've done anything in almost 4 months. After more than 40 emails, several phone calls and an official complaint made, there's still no progress.
Several years ago, we had an unrelated problem which Octopus solved very quickly. So maybe they've grown too quickly and their service isn't what it used to be. Guessing though.
When the problem is solved, I'll consider changing supplier. I recommend others stay away.”
“In May 2024, Octopus Energy sent me a £200 gas bill for my first 7 days of being a customer. This later proved to be 30x my regular usage and was due to the previous customer not providing metre readings. After nearly a year of correspondence with the support team, they have barely acknowledged any of my concerns. Extremely disappointing from a company that prides itself on being the UK’s most trusted energy provider.”
“I’ve just moved into a property and I have tried to contact Octopus to set up my account. I’ve emailed 5 days ago and had no reply. I’ve phoned, got put on hold and then after 2 minutes got cut off. Emailed again and had no reply in the last 24hrs. Not a very good start when all I want to do is become a customer.”
“The customer service is dreadful, failing to approach them through email. Even in the phone call, they are still unable to explain it fluently, just repeating the same thing stated on the bills”
“Rang up Octopus energy to see what was happening with changing my account to my new address. Was told I failed security questions because I could not give the details of the previous account at my new address and they could not speak to me, would not pass me on to a manager or let me make a complaint and suggested I ring back once I could pass security 😂”
“Was told to write on trust pilot as you get a quicker response, very true, i received a email today, 2 days after writing my first review, although im still being blamed for a mistake on their part and have now received a bill of £2000, this is driving me to a nervous breakdown!!!”
“Don’t believe the hype. Threatening court action for estimated bills for a property we have never lived in. Avoid at all costs. Impossible to speak with anyone who can anything that’s off script. Been going on for months and no one can seem to solve the problem.”
“Raised a problem with my smart meter reader and it seems to have slipped through the system but when I spoke with Emily this morning she talked me through how to reset the reader and the problem seems resolved.
Emily was very helpful and a credit to your company.”
“Octopus Energy wrongfully cancelled my account, claimed I had moved out and cut my power, I was without electricity for 21 hours. When dealing with their "emergency" out of hours team they said I could get an electrician to check the issue and I would be reimbursed. I spent £310 on an electrician and then they tried to add that amount to my account as credit, which I did not want I wanted my money back. I asked for this and was told it would be paid back the next day, it is now a few days later and they say I will have to wait even longer to recieve my refund. Customer service have been slow to reply and not been able to solve any of the issues they have cause in a timely manner.”
“Took extra £100 from my account after the final bill was paid when I switched supplier since then i have tried to get my money back and was told twice that the money will be in my account in 7-10 working days. After more than month all of a sudden I receive a email with some dates and charges and reverse charges and this time i am being told that £100 has been adjusted due to a reverse charge on my energy account dated back in 2021. Absolutely ridiculous I have a smart meter and it sends out readings regularly . They only came up with this story once I asked them for my money and if there was any issue with the readings ( Which I do not agree ) is this how octopus deals with it after many years and on extra payment taken from bank account . After speaking to the manager Amber she admits that errors have been made on my energy account but refuses to pay back me the money. Very frustrating I expected better from octopus but i was clearly wrong.”
“Do not trust this electric company. Even after fulfilling my contract and switching providers, they inflated my final bill with bogus charges. They claimed I owed money when I didn't. Normally, I wouldn't pay for something unfair, but I’d rather warn others instead. Stay away from this company to avoid hidden fees and dishonest billing practices.”
“This has been on-going since September 2024 when we switched my father's service. The previous supplier So Energy installed a smart meter in the house. Hiowever, this has never worked correctly due to a very porr mobile signal in the area. Octopus took over as we expected better customer service. Despite sending images of readings and raising concerns that the economy 7 hadn't changed between each reading, the company either don't respond to emails, one deals with different people -I think I am dealing with the 6th individual, send an engineer out - who agrees that it isn't working and says they will get it changed (that was back in December) and still the bills rack up. This is for a single man, an elderly widower, who has been badly let down by Octopus. If you look on the Octopus energy complaints Facebook page, it is a sharp constrat to the oustanding customer rservice they say they have. When things are going fine, they are great, when things don't work, they are very poor indeed.”
“Octopus took 2 payments from my bank account, I have sent them 2 emails which they haven’t bothered to reply I have cancelled my direct debit because they can’t be trusted.”
“Nipho a call centre worker in their south Africa office provided me with incorrect information I then asked for a call back from his manager as he wasn't available at the time who goes by the name of Aphiwe he then emailed me today telling me there's been a confusion etc and that I will have to wait for them to sort this out. I left my property over a month ago and they took out money without my knowing and now they can't even sort it out. Please avoid at all costs I did recommend them to a family member and a friend who will also be leaving them.”
