“We are in our second year of having to deal with the terrible customer service and incompetence of Octopus energy. I can only assume they fabricate positive reviews or pay for reviews as there is no way the people I have been dealing with could solve any problem no matter how simple. Their emails are written by AI and they don't read the mails correctly and never answer any questions. Managers promise to call and then don't bother. The whole company seems dysfunctional and thinks that saying some kind words is the same as actually doing something. I really hope that the future of UK services is not going to be like Octopus or we won't have any electricity supply.”
“Bait and switch. I signed up for their intelligent Octopus plan, connected my EV to the app and charged through the app. Didn't get the discounted rate and still having a run around with customer service. They also had me fill out a long marketing survey for $5 bill credit. Wasted time on the survey, never got the credit. It's a joke and a rip off. Sign up with a different legitimate provider that won't rip you off with false promises.”
“I itemised all of the issues I was having and bulleted all of the steps I'd tried to resolve an issue I was having, writing an extremely detailed email to you. The response I got was a list of 5 things I could try to remedy my issue - all of which I had already said that I had tried. It's obviously some template response where someone couldn't be bothered to actually read what I'd written and deal with my issues. What was the point in wasting my time to write such a detailed email to you? It's pathetic customer service.”
“Terrible company, i had three seperate final bills from this dreadful company one for £107,one for £131, one for £119,despite paying £108 for a final bill showing a balance of £0.00, but the advisor i spoke to said yes your balance shows you paid £108 but you still owe us £60. Dreadful company. Keep clear”
“Horrible company with an awful customer service. When they acquired Shell, and moved customers over (without their consent), they incorrectly moved the balances and refuse to adjust it due to their lack of transparency. I would urge anyone that was moved over to OE to scrutinise your bills very carefully!”
“I have only just signed up with Octopus, and we are off to a bad start.
I am a single tenant, living on my own. I have used the bare minimum electricity. There were at least 2 people occupying the flat before me who would have naturally used a lot more energy. If the estimate is going off of that, then while that makes sense, it is incorrect and unethical to charge someone living on their own the same as a couple or family. It's difficult enough as it is, is it not?
It is spring so the heating has not been on, nor have I put on the heat for water. I have no appliances yet after having just moved in to the flat, save a kettle, and I have used the oven so far exactly once, and the hob twice. The fridge was only just plugged in, and I am frugal with lights.
I am only 10 days into my tenancy and Octopus is showing I am already owing nearly £100. How?
By their own admission via telephone, the 'smart' meter is not connected.
Not very smart then is it?
I was also flitted about from person to person initially trying to set up an account in the first place, as the connection kept being dropped as well. It was not the welcome I had expected or heard about, and it is certainly not the brilliant reputation Octopus has tried to build at all. Shame.
I communicate via telephone, Live Chat, and Email. The website would not allow me to register for an account at the time, and customer service varied widely. One person listened, clarified, and made progress only to drop the connection, and I would start the entire process again with the next person, who did not listen, did not offer any advice, let me know what my options were etc.
I would love to know exactly where and how this energy is being used,
1. So I can improve.
2. So it makes sense.”
“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.”
