“I am absolutely lost for words at how completely useless Octopus energy is. It has taken months and we still haven’t got our gas switched across. The woman dealing with it doesn’t read emails properly and can’t actually write a sentence. The electricity got moved across and we were promised a smart meter so we could start measuring the solar energy that we put into the grid. Two months later, we haven’t even had an appointment for that smart meter, although it was promised within two weeks. I wish I had just stayed with our existing provider.”
“Very poor treatment of a vulnerable customer known to them had to give all medical Info to register as a vulnerable customer then no help or answer to my emails or issues I am having”
“Ignoring incorrect charges and lacking follow-up or response :
I moved into my current residence on 15 January 2024 and began using your services on 17 January 2024. However, on 6 February 2024, I was charged £511.74. This amount is clearly not for the usage period between 17 January and 14 February, but instead relates to charges owed by the previous occupant before I moved in.
I have already provided evidence regarding this issue multiple times via email and phone calls. But its still under "we are handling it" process and they didn't refund the amount for more than 10 MONTHS !”
“It has taken 11 months for Octopus to try and sort out a problem with THEIR billing system. It has still not been resolved. All I get are generic emails when I contact them. If I am told they will get back to me by a certain date, it never happens. There is no continuity in who is handling your complaint. Truly dreadful customer service.”
“If I could leave no stars I would. My vulnerable elderly parents, with health issues are under major stress with their electricity bill. I have taken their issues on to help them, however after several emails of going back and fourth 4 failed attempts of an ‘engineer’ visit, we are still in the same position. Octopus are not replying to any of my detailed emails. Worst company ever.”
“They could or would not compete with a competitor so i decided to change my supplier saving myself £185 /year.
Octopus read my smart meter readings and emailed me my final a/c, total credit with no more to pay.
A few days later Octopus took £3;27 off my credit with another reading.
I had to chase for my credit which took them 10 days to process and 10 days for money to be in my bank. Very poor customer service.
Dont read your emails thoroughly / correctly and only answer what they think ,”
“I've been waiting SIX WEEKS for a smart meter replacement. Tired of receiving apologies punctuated with gooey "thanks for reaching out" and "love and power" sign-offs with little hearts and emojis. I don't want or need warm-and-fuzzy from a utility company that's overcharging for energy -- I just want someone to do their job so I can have control over my own energy usage.”
“My story with octopus
I have been sending my electricity meter readings to this company for about 5 years. They always stress me out. I even register my bank account with them. They forget to check their emails. And they keep increasing my electricity rate. And I have to tell them a thousand times either by phone or email. But they still get it wrong. Their service is terrible. They make customers nervous and pressure them. I have repeatedly asked the management of this office to call me to explain the high costs I pay for electricity, but they are indifferent and do not care at all. They have never called me. This is not possible at all. I pay £118 for electricity in a house alone. While I don't use any heating. This gives me a feeling of distrust. I feel this story is a little unbelievable.
02/11/2025”
“Appalling customer service. Had to ring the Ombudsman to get them to fix my gas meter. Finally after 214 days they have sorted it. Full of empty promises, talk of love and power. My advice is avoid this company. Don't believe trustpilot reviews.”
“It’s a cheap company with cheap service
No dedicated phone lines to resolve issues
Emailed in august and till no answer
Also reported on my our credit file without our fault.
Still waiting for this to resolve”
“This company is an absolute disgrace—a bunch of thieves who blatantly refuse to give you what you’re rightfully entitled to. Avoid them like the plague. They will never, under any circumstances, help you recover your money. Their tariffs are riddled with hidden costs, and any attempt to raise a complaint hits an impenetrable wall because they cowardly hide behind an army of solicitors. My advice? Stay far away from these crooks—keep them out of your home, your wallet, and your life.”
“Absolutely disgusting company
October 2023 I purchased a property with an octopus account
Switched to British gas....my supplier for over fifty years
Asked octopus to stop pestering me with emails
Now received an email saying they will not send me anything apart from my bills which British gas do perfectly well”
“Apparently Octopus do not know how to communicate with people. They also do not seem to have working equipment and expect tou to pay for their mistakes. No support, no understanding, very arguementative and issue still not resolved.”
“Been overcharging since 2020 and trying to take thousands from my account on several occasions. ombudsman took over made a book size file about the case lasting 5 years and informed the company they were wrong. They decided differently making me homeless due to increasing bills that don’t exist . Even charging me 3 months gas and electric after being forced out . Been advised by CAB and the ombudsman to take them to court. Which is what I’m doing.”
“Been trying all morning to get them to understand that we have no gas supply and its a meter fault. E Mails not answered ,Been pushed from pillar to post and even told that it costs to get a gas engineer in to sort the problem. Not happy at all with customer service its a disgrace !”
