“Absolutely disgusted with octopus energy!! Been speaking to them every day for over a month going round in circles.
Been told so many things. No one at octopus engery seems to know how to do their job!!!
One minute my meter is crossed over with someone else’s, the next they are switching me over to another company then rejecting it but have no reason as to why. Then apparently my property isn’t registered with them even thought I’ve been told at least 6x by 6 different staff members it is according to ‘the national database’. Now they are trying to flog me off saying OVO engery supply my property even though I’ve searched on “find my supplier” and it states octopus supply me.
Emails have been sent where they take almost 1 week to reply!
I’ve requested 3 times to speak to a manager and they refuse to let me speak to them, again running rings around the idea of higher management getting involved. Either avoiding my complains or managements are careless about customers.
Customers services are nice when its simple cases however pass u from department to department without any notice so all your doing the whole time is explaining your situation then being told someone will contact me via email.
I would never recommend them, they are scammers and don’t know what they are doing!”
“Liars and scam artists! We never had an account with Octopus, only with Avro. We closed the account with Avro more than 11 months before they were purchased by Octopus. Despite cancelling the account with Avro, they (and Octopus) decided to continue supplying electricity even though the tenant had never established an account with them. They claim we're responsible for the energy bills because they didn't do their job properly.”
“We are a small charity and secured funding for a PV installation with the expectation that the surplus power would be sold into the grid. Octopus failed miserably to set up the export SEG agreement and a formal complaint was raised in early May.
Still not resolved despite writing to the Chief Executive (with no response), promises of calls from Senior Mangers not met - I could go on. Metering problems Octopus failed to resolve are still being pursued despite the account having been closed in early September.
If I could rate them Zero , I would”
“It's very very poor and bad service experience I am going to facing from you here. I didn't expect the service from you will get. It's very simple things I explained as I checked my electric and gas meter there is nothing to show the reading then how can I share with you the picture. I would like to inform you that if someone will come to my place or let me know and understand how to read the reading the I could at least do by pressing which button to press to know the exact readings.
I am really very very upset to get your service and if I don't get proper bill and not respond soon for the reading update then I would change my mind and go with my existing service provider.
One of the worst experiences forever and third class customers support, booked appointment for meter reading and check although no one came and when I called they don't know anything. Especially took leave on 5th Nov which day the appointment was done by them. Don't go with this company as since last 2 months I have been taking follow up but no one is coming to get the meter reading just taking appointments and for that I took the day off 2 times. Very worst and disappointing experience 🙏”
“My online payments to my prepayment meter are rarely added to my account with having to call them. It was so much better with Bulb , I never had any problems”
“Be careful if you are not on direct debit and don't pay your bill within only 14 days they will mark yiur credit file!
Section of their contract saying they will mark credit files
9.1.9 Provide information about your non-payment to credit reference
agencies, which may impact your ability to get credit in the future;
This is discraceful as the matter of a small utility discrepancy or oversight could ruin yiur chances to mortgage yiur home!!!!”
“We used to recommend octopus to our friends and family. However, they have now turned into just another nightmare energy provider.
Issue 1. It has been over a year since we had our smart meter installed. It hasn't sent across a single reading in all this time. After 4 engineer visits and multiple metre changes, we still have to manually read the meter.
Issue 2. Our tariff is due to end in December. Due to being on E7 but not actually having storage heaters, we have to request our tariff options so that the night rate and day rate are equal.
I opted to do this at the end of October to plan forward, so I emailed and asked what would be the soonest I could change without being charged the exit fee and could I be informed of the different tariff options so that I could decide which to change to and budget for.
Instead of receiving this information and, to my surprise, I got a notification, my tariff had been changed, and my account was charged with an exit fee.
I hadn't given my permission to do any of this, I hadn't even been sent the tariffs.
This was on the 26th October. I emailed Octopus straight away to tell them what had happened, including the resolution team, which is apparently how you start a complaint.
Since then, I received a bill on this 'new rate' and sent another email to the so-called resolution team and the hello account. I received an email back from only the hello account, which also just happened to be from the rep who was the same rep that messed up in the first place, claiming that they will resolve all my issues.
Another week has now passed and no reply, no resolve and absolutely nothing from the resolution team.
The even more infuriating matter is that I had informed them throughout the last month that I am heavily pregnant (the main reason I was looking at changing my tariff before the end date) and can do without this stress and yet still nothing.
So Octopus has left me at 36 weeks pregnant with no resolve at all. I will either be switching companies or going to the Ombudsman. Extremely disappointing.”
“In credit to 500.00 uk pounds and still increased my Diect debit.
Rude staff. Hang up on you.
No credit offered.
No refund .
This company is a rip off with rude staff.”
“Incorrect bills,no bills, and this is with a smart meter, days to answer emails ,no answers from phoning. Engineers installing solar panels and damaging roof and kitchen .
In fact to begin with it took three attempts for them to identify my overlap tile roof was that and not flat or slate .
Too much in the way of Beta software ,project this or that…..I honestly think its time I stopped being lazy and just moved my supplier.”
“Terrible customer service either rude or clueless tried telling me I owed money from switch from bulb when was paid off overcharging big time and argue I got very angry trying to rip people off. Not happy this company made 247 million profit last yr I wonder why! Disgusting”
“They took money from my account for 12 days usage I was out of the property for gas. Boiler was off as was the hot water. Such an easy situation to explain however they are refusing to credit the fees back in full. Shows you all how much more stolen money they have to risk customers going to the ombudsman for what would be pennies to them.”
“I have sent 17 emails, had various assurances and still they havent set up a new account in my name - indeed they contacted my husband instead and have failed to remove details of a property I sold eleven months ago”
“One of the worst energy companies I have ever been with. They over charged my account by £2000 and claimed it was because I had never entered my meter readings monthly even though I did. When I tried to call customer service to get it sorted they hung up on me, and I tried emailing serval times and got ignored until I threatened legal action, which is when they conveniently got back to me. When my solicitor contacted them they also began not responding to him, until I got a email declaring there had been a “mistake” and the amount owed was £0. I truly don’t understand how this company can claim they are the best when they’ve done nothing but scam and ignore people. And even now that I have proof I owe nothing, I’ve been getting scam calls nearly everyday on the behalf of Octopus Energy claiming I have an unpaid bill.
They are unreliable and thieves, every person that I have ever spoken too about octopus have the same stories and EVERYONE is always somehow in credit on their account, even if you manage to use no power at all.
Would give them 0 stars if I could. Save yourself and don’t go with them.”
“Horrendous company. Landlord tampered with our metre and they refused our evidence and said we had to pay the extra usage as there wasn’t enough evidence DO NOT GO WITH THEM RUN BY 12 year olds!”
“One of the worst experiences forever and third class customers support, booked appointment for meter reading and check although no one came and when I called they don't know anything. Especially took leave on 5th Nov which day the appointment was done by them. Don't go with this company”
“Hi dtill having problems with octopus over sending me 2 bills for same month demanding psyment for of them they just dont listen to customers i have enougj now thnking of getting shut of them not good company uselesd staff 8”
“This company rip people off I had a smart meter with them the property has been empty for 2 years at the start I had a credit of £276 and because the property was empty every bill Octopus sent me the amount due was covered by the credit I had till the day I sold the
flat.
In my final bill I was in credit of £164 when all of a sudden octopus sent me an email in which they stated I was due to pay £175
Got in touch with customer service and their explanation was that my credit for two years was a ghostly imaginary credit that was showing on the bills but didn’t exist after my complaint and a multitude of words that didn’t make sense the lady on the phone said they were willing to close my account without me paying anything when my final bill stated I had a credit of £164 that they would refund me
I refrain to express my colourful thoughts about this company but I felt like I was literally robbed
Ps kindly notice Octopus energy you have lost 3 potential customers that were ready to switch from British Gas to you”
