“I've been with them for about three months, when I joined they said we will give you £50 and the person who recommended you will get £50, never happened also they wanted to replace my meter so they arranged a time 8-5 never turned up
And so they said we will give you £30, never received and so they arranged another visit to replace my meter today, guess what waited 8-5 all day never showed up no phone call ,email etc ,spoke to them said we we will give you £30,obviously they just pay people off, they owe me £110 I know I will never get it
So just treat them as normal energy money making machines”
“They don't reply to emails, one minute I'm £103 in credit, then month after I'm £266 debit. They are not helpful. I have asked for paper bills which they said they would send me in January, it's now June and no bills have been sent. Once my bill is sorted and their errors rectified I will change provider”
“Do not use octopus energy as your energy supplier. We did an unfixed plan where how much they charge you depends on your energy usage. However in the first 8 months they charged us the same amount every single month just to keep us in the with them and after they randomly switched up now I’m -£1000 in my octopus energy account. And after calling again and again they’ve still not resolved the issue they just keep sending it to different departments to deal with”
“Months and months of electric smart meter reading day and night units wrong way round, sending manual readings and awaiting a new meter, bills not updated, it’s now June and last bill was beginning of April. Don’t know where I am. Sick of ads hearing people say how good Octopus are, just not true for so many of us. What has gone wrong with them, Eon are reducing their prices, Will Octopus reduce theirs at beginning of July 2024!!?”
“My mum has been with them 2 years. Im her carer and give her readings. Ive just been told that i should have been giving 2 readings for electric. So now they are saying my mum owes them 1600 pounds this is still after taking the 700 pounds credit they said she was in. How can they now after 2 years tell me this but expect my mum to pay when its their error not telling us sooner.”
“Like some other customers we were transferred from Shell to Octopus energy.
We have a £4350 debt with them..
Yet....
We have 16 solar panels,
2 of us only live here and work fulltime.
It's a 2 bed bungalow.
Have all the economy suggested insulation ect plus a new boiler which we are too scared to use incase the bill gets higher. We have been told they would recommend we pay £645 per month to bring the account back in line.
Noticed on our account they have listed our named property and one 5 doors up the road when we told them this they said they would send out a Track and trace engineer. So on Thursday we waited in for the engineer whom then says , don't know why they sent me out because I can't do track and trace but I can take photos of your meter ( we'll blow me , I can flipping do that , so a days wage gone waiting in). The engineer says " octopus should be paying you with the amount of energy your getting ".
The best bit to come ....
We contact octopus again we explain what the engineer said . Octopus say " oh OK we will send out a definite track and trace engineer on the 27th June!". We contact the engineer who visited this week to keep him in the loop and he's says , hang on let me check what's going on , oh yes they are sending me back out to you, but I do t do track or trace !!!
For customers who are stuck and don't know where to turn , the ombudsman are extremely keen to help and support. We are currently going through the ombudsman and media due to the stress and incompetence of this company. Even the customer care assistant from Octopus said that she doesn't even use them 🙄.
So u less my dogs are having a full on " rave" when I'm at work ( which is when we are using most of our electricity) there is somethings seriously wrong with this company .
God knows why they call it " Octopus " perhaps 🤔 renaming it " Monkeys 🐒 " maybe more suiting .”
“Our property was flooded during storm Babet on 20.10/23. We had to leave our home immediately, the house including the underground gas metre & electric was turned off by the fire service who then condemned our how. We had to take a rental property via our insurance which was not ideal for us as our son is disabled and the rental property is not adapted. We had no choice other than to accept it. I have kept Octopus fully updated throughout the 10 months we have been out of the property so they are well aware. Our metres need to be checked before we can move back home. According to Octopus there is a 6 week wait for an engineer visit! Our metre is a medium flow metre and requires a trained medium flow engineer to visit. This morning Octopus has told me A. It’s not a priority B. There are no medium flow engineers available to attend our property! Absolutely disgraceful…how do these companies get away with such poor service? So disappointed I really do not know what to do now.”
“Incompetent, condescending, threatening, intimidating bully's!!!!!
My account was taken over from Shell. After three months, I had not had a bill. (I normally pay quarterly on receipt of the bill so was not concerned)
I chased them for a bill and was told that the meter readings that I had submitted did not correspond to the ones that they had on file and had been referred to the fraud team!
After I made a complaint, the issue was sorted and I was given a large bill for the four months that I had not paid.
Three weeks later, another bill!!!!
The telephone call was handled badly as the operator only wanted to read the screen and not talk to me. All that she demanded was instant payment there and then on the phone. When I refused as it was 10 weeks to early, I was told that it would be referred to a "third party!" I pressed to have the phrase clarified, the best I got was "an outside agency", she just could not bring herself to use the word Bailiffs, which is clearly what was meant! She did state that it would adversely affect my perfect credit score.......whatever that is!
After calling them to sort out the issue and there heavy handed intimidation, I reluctantly agreed to pay the bill one week after the call just to get off of the phone as I was at work and could not justify the length of time I was being held there to extract the money from me.
Since that call I have been phoned on my home phone at least twice a day every day.
I did not ask for this supplier and cannot recommend them in any way. Needless to say, I am switching away.
Avoid at all costs!”
“Do NOT use Octopus. Shocking customer service. Incorrect billing. Empty, property using less than 2 units per week apparently costs more than when someone was living in it!!!! On email 31 trying to sort it out. No one reads the emails just standard reply’s with no help. Could’ve been sorted very quickly and easily if someone had bothered. Customers have a choice of who they use and I recommend using British Gas / electricity far more helpful”
“Terrible company. Insane estimated bills , wrong tarrif applied from beggiing, solar and heat pump tarrif not applied, requested many occasions, always excuses. Hell on earth company to deal with . AVOID”
“Their billing and administration is an absolute joke,they haven't a clue what they are doing.
Claimed two direct debits in the same month, been a nightmare getting this sorted - useless outfit”
“We were transferred to Octopus after Shell were acquired by them.
We were happy at first as we only knew them from their slick marketing.
We were shocked to see our overall bills go up, their terrible and confusing presentation of the bills and MASSIVE "mistakes" - we were charged 6 thousand pounds for one month of electricity, completely obvious that it was an error when looking at the track record and their reading.. but was not rectified and had to be drawn to their attention through a Complaint. The new bill is completely confusing and still carries big errors, claiming we owe over 1 thousand still.... (funny how the "mistakes" are always in their favour!??).
It is totally unacceptable that they can do this and leave it to waste customers time, without compensation to go through an correct THEIR mistakes!
TERRRIBLE COMPANY - AVOID”
“Have you heard their hilarious radio adverts? " You're absolutely brilliant"; You're what an energy company should be " 🤣🤣 They're obviously not customers.”
“Horrific company. Ridiculous charges - got moved over automatically from shell. Have been billed ridiculous amounts multiple times for the same time period and the customer service team is useless.”
“This is the worst and useless energy supplier. We have been supplied by octopus barely a month, and the bill is so huge especially in the summer , when we tried to speak to them they don’t listen and disconnect the call on customer. The company who don’t have time for their customers shouldn’t be running at all.”
“The same as Bill Hughes, paid £500 to Octopus for a Heatpump survey in January first date in March they didnt turn up and promised me £30 compensation,. In April two engineers turned up (a senior technician training another) after 4 hours all was OK and then the following week I had to have another survey and was told I could not have a heat pump. Still trying to get my £500 back that they said they could not find”
“Smart meter installed stop working after 2 months, an engineer came out and didn’t have a clue how to fix the problem, we are now waiting for a date which has been over 6 weeks for new meters to be installed. Mean time Octopus have put us on a standard rate which means as a customer being penalised and paying more for our electricity due to the equipment Octopus installed.”
