“Never chose to go with this company, they took over She'll Energy and I ended up with them. Eventually moved to British Gas, received their final bill which was paid but almost a year and half later, they started harassing me to say there is a balance of £1600 outstanding!!!!! I sent them evidence but they continued to chase. I'm suffering from significant health issues and I made them aware a few times as my treatment is intense . They continued to bombard me with threats via. Email and text.
Will be making a formal complaint and escalating to the ombudsman.
Be careful with this u professional company with their thuggery tactics.”
“Verdict is still out, however I have only just begun my journey with Octopus.
I attempted to sign up online, but let's just say we ran into technical difficulties. Then I called, was put off of signing up by the first rep, called back and was getting much further with the 2nd rep, but had to be put on hold, again due to some technical difficulties. Then a 3rd rep checked in on me still on hold and said another rep would call me back. I finally made connection with a 4th rep who said they had no connection with their own "smart meters" and that I would have to call in, or register a meter reading manually once I moved in. It was communicated that they had no way of determining how much energy is used as they're not-so-smart meters were down.
My contract agreement started on the 1st of May, however I would not be moving in until 5th of May. Understanding that I would still be responsible for those 5 days, I wanted to see how much energy had been used by cleaners, contractors etc. to be passed on to the LL.
As absolute shame as the 2nd rep I dealt with seemed to be on it, sadly we were disconnected.
I was not offered any estimates of course, as they had no access to readings.
Troubling to say the least and not how you want to start your journey. But here we are.
Hoping it gets better.
I'll keep you posted!
If it does improve, I will absolutely update with a better review!”
“They took my monthly direct debit , then took it again twice in one month .
I called to complain ,
Three phone calls later nothing was done
I was spoken to rudely and basically they were trying to blame me for what happened.
Terrible nasty service”
“Abysmal. At first, Octopus were great. Then I moved home, giving them the correct notice, new address etc. That's when it all went wrong. They spent ages transferring the account, set it up incorrectly, kept billing me for absurd amounts, stopped taking the direct debit I had set up and failed to respond to my complaint for months. When they finally did after I had already gone through a lengthy complaints process prior to this which was mishandled with the agent simply disappearing, the agent this time did the same and, when he reappeared, claimed I had agreed my complaint was resolved. I hadn't and I have just had to email them yet again pointing all this out. It's an ongoing mess costing me a huge amount of money and time. I want this resolved once and for all.”
“They refused to accept that I have paid my first three months bills. I have sent them screenshots of my statement. They then requested reference number which I have sent. Meanwhile they slapped on a £14 fee for non-payment. Other gripes: I can't pay my bills quarterly and their statements are not user-friendly. If I could give them zero stars I would have.”
“I would definitely NOT recommend using Octopus Energy, the last 3 bills we have paid have not had the payment credited to our account, the last 2 they have instructed debt collectors to chase the payment. A Nightmare of a company to deal with!”
“Horrific customer service. Consistently told my issue has been escalated and is being treated with priority only to hear nothing. Have had to go to Ombudsman to find a resolution to a year's worth of direct debit payments they have no record of receiving despite sending me statements confirming my payments. Have had to provide excessive amounts of evidence as apparently they have no record keeping on their side. Very stressful experience never had anything like it. Avoid at all cost.”
“Octopus energy are absolutely useless had a broken gas meter since April 2024 and reported then and 1 year later it is still broken. Was assured by Jamie-Leigh who asked me to leave this review that it was being attended to but told by another colleague that they are not doing anything about the broken meter. If I could give 0 stars I would as there is no service here at all!”
“Dear Octopus Energy Team,
I’m reaching out with growing frustration and sadness. I’ve heard so many good things about your company — about how you treat your customers with care and fairness — and that’s why I chose you. But right now, I’m really struggling.
My gas reading has been incorrect and I was told it’s under investigation. On top of that, this month I’ve received an electricity charge that’s nearly 50% higher — even though I’ve actually used less energy. For example, I haven’t used the dryer at all for the past three weeks because of the warmer weather. I spoke to someone about this, and I was told the electricity issue is also being looked into.
Despite this, I’ve now received another forecasted bill, which only adds to my stress. There seems to be a breakdown in communication somewhere, and it feels like my concerns are being overlooked.
I want to be clear: I’m not just a customer ID or account number — I’m a human being. I’m neurodiverse, and I process and handle information differently. This situation is causing me significant anxiety and affecting my mental wellbeing. The repeated message of "we're looking into it" while still pushing out incorrect or uncertain bills feels dismissive and adds to my distress.
Please, I’m asking for understanding, compassion, and real support. I need you to pause any estimates or forecasts while these issues are being properly investigated. I just want to feel heard and treated with the care I believed Octopus was known for.
Thank you for taking the time to read this. I truly hope someone can take ownership of this and help bring it to a kind and fair resolution.”
“I’m living in flat 1 bedroom I have paid around £800 in last 4 months to octopus energy which is not fair I asked people no body pay that much and also everyone got government support I never had it I’m with octopus for 4 years now and I never had support I’m really not happy I’m going to write complain and leave them 😡😡😡😡”
“Octopus cannot change your billing / post address and will continue to send sensitive information to the incorrect address despite numerous requests to change.
I moved from my flat in Oct 2024, but still owned it. Octopus changed my account to only send my billing by post. They continued to send it to my flat, where I no longer live.
Despite requesting a change of billing address and method of billing (email instead of post), Octopus continued to send my billing by post to the flat. Every month, I have asked them to update it and despite telling me that they did, it continued to be sent to my old flat by post (and no email).
I really don’t have any choice but to leave because they can’t do something as simple as change my address and continue to breach GDPR and knowingly send personal sensitive information to an old address. Really bewildering that that is my only solution.”
“Legal theft! I joined Octopus after hearing good reviews. They set my Direct Debit payment at £110 per month as we have a 2 bed cottage it was what we were paying with our last energy provider. They came to fit a smart meter and now 3 months on we now owe them over £800!! Having been in touch with them several times to say that this is energy we have definitely not used they really don’t care and keep emailing me to pay up. I have been with several energy providers over the years and Octopus have been by far the worst.”
“Gas meter reported to be not working 1 year ago! Meter is still not working and will take another 4 to 6 weeks to resolve. This is the second time in 2 years that the smart meter has needed replacement. Octopus don't seem to be that bothered 😕”
