“Smart meters installed on 3/8/23, it is now 6/10/23 and the electric meter has worked for only 11 days since. 0800 number rings and rings, emails need to be chased. Last time this thing stopped sending readings it took over a month to restore service, it then worked for 4 days and stopped again. Gas meter and in home display have never worked and design of the gas meter makes it difficult to read.”
“Octopus have been fine, however they have now TWICE increased my direct debit without telling me or without my permission. They "remind" me of the payment coming out when it's too late for me to change it. I now can't even change it on my account as they're claiming I have to pay the increased amount to keep my account in line. Despite my account already being over £100 IN CREDIT. Extremely unhappy; they are intentionally draining people's bank accounts. How can they be allowed to significantly increase a payment without even notifying me!!!!”
“Surplus money in account refund
As having surplus money in my account I requested to have some of it returned... Told ten day turnaround for refund which to me seems very excessive and costing me interest in savings account as going back to the old way of holding my energy money in savings account to gain interest rather lying in octopus account making nothing for me but they are getting free money... The veneer is rubbing off of this company..”
“They have just increased my electricity bill from £64 a month to £135 a month! They’ve just realised it doesn’t cover the energy I used. £71 increase. If Octopus energy is supposed to be the best I dread to think what the others are like!”
“Over the last 2 years would have rated them 5, but since recently going on economy 7 I have proven to them they are overcharging around £700 per year. They obviously have a billing issue but customer services are pretending to be morons and avoiding the issue and doing nothing to resolve it. They almost seem to be trying to deliberately frustrate. No idea why once such a good company has gone to the dogs. Off to the ombudsman now.”
“Similar to other customers. Confusing billing. Numbers all over the place. Massively over charged. Refund with no explanationor breakdown. Now receiving large bills again. I don't believe the smart meter is working correctly. Yes energy prices have gone up, but this is ridiculous.”
“I used to consider them the best company out there as they were always so helpful and prices very good! Since the scam of the Ukranian war putting the prices up I am being charged three times more and do not even have any gas on all day unless it is vital as my house is very warm. They are just making it up as they go alone it feels like. My last bill was £350 for one person living in a house with one light on in each room and no heating most of the time, cooking one meal a day. The energy suppliers are billionairs and this has to stop, so unless we all get out there and make it stop it will only get worse.”
“In terms of overall cost they seem to be fair. I've been put with octopus after Avro went bust. This is my second frustrating with this company's confusing billing and energy statement system. I pay extra plus a direct debit plus the government input. I paid an extra £100 for winter and my credit still decreases without explanation and I haven't used that much, I'm out at work most days.”
“Octopus used to be brilliant but they have gone downhill taking direct debits on random days, miscommunicating direct debit dates and failing to respond to emails (I have sent 8 now without receiving a response). The phone line also involves a massive queue and directs you to go online as most do these days. This makes you feel powerless with the poor customer service on the e mail front. I used to tell everyone how brilliant they were but I can’t recommend them any more, sadly.”
“Pretty poor service. Think highly of themselves. I suggest you do your homework and check their math because they are terrible at calculating your bill, that's if you get one”
“I was with Octopus for a few years, then closed my account when I moved. In spite of paying direct debit, they charged me as if I were not, and only repaid me after I disputed my final bill. Fast-forward 15 months and I have received a message from a debt-collection agency saying I owe over £800 in unpaid energy bills. Someone new moved into my old flat and didn't tell Octopus, so they just decided to put the account back in my name without telling me. I have spent the past three weeks trying to sort this out as it's on me to prove I no longer live there, in spite of doing all the right things by closing my account. Stressful and a complete waste of my time.”
“every time we ask for a refund of a credit, their accounts sit on our money and I have to beg. They are getting the interest on the credit built up in the summer months, its a really unfair practice, they would not like it if we owed them!”
“I moved to this company several years ago and they were excellent. Unfortunately that is no longer the case. They have repeatedly ignored my emails and it’s practically impossible to speak with anyone. I’m now having to look around for a new supplier for my 2 properties”
“I am on a fixed super green tariff but octopus seems to want to constantly raise my monthly payments by at least double the amount of what I agreed to pay.
being on a low income this is totally out of my budget . they have tried to do this twice now and I have only been with them for 10 months. I thought this company was supposed to be better for people who have less incomes so unable to be with the "big 4" energy suppliers, but it seems that now they have started to grow, they are beginning to get greedy and more money driven. I give monthly meter readings as agreed but my bill says it's an estimated bill ? this I don't understand as it should be totally accurate with the readings given should it not ?”
“Joined in July last year. I gave meter readings…everything was fine. Then they told me my smart meters were working I recently got a £140.00 fuel allowance added to account. Suddenly my Electricity bill was under estimated by 285 units??? I’m a pensioner and this came as a major shock. I feel sick to my stomach and can’t eat. I only use Electric for cooking shower and lights TV I use one lamp with an Led 3w candle bulb. I use a Halogen glass oven for cooking. I’m on my own. I’ve had my gas off for days and yet it still shows up on the usage chart from 6 in the morning when I’m still in bed. How can this happen? I thought they were good when I joined but they’ve taken my money. one bill says I have £65.00 left in credit. I had £139 left one bill £56.00 other £30.00. I should have money left I have 65p I’m going to look at one of the bigger companies again. I don’t want to be with a Company that robs pensioners. I got in contact..it was like when you used to have to go on to a broadband company turn the router off ..wait..switch back on. I was told to switch everything in the house off at the mains….wait…and switch back on..if the meters moved it’s faulty. I wish I had just kept giving readings now irrespective of smart meters. I bloody hate them. Anyway Octopus won’t be bothered now…as soon as they get big…the trouble starts..it’s all about the money NOT the customer that gives it to them. Looks like I’ve been charged twice in December!”
“Billing often incorrect and takes time to resolve. Unable to fix issues with electricity export and I haven't received any credit for export electricity in the past 7 months. Really disappointed as Octopus seemed like a good company when I researched providers.”
