“Dear Octopus Energy Team,
I’m reaching out with growing frustration and sadness. I’ve heard so many good things about your company — about how you treat your customers with care and fairness — and that’s why I chose you. But right now, I’m really struggling.
My gas reading has been incorrect and I was told it’s under investigation. On top of that, this month I’ve received an electricity charge that’s nearly 50% higher — even though I’ve actually used less energy. For example, I haven’t used the dryer at all for the past three weeks because of the warmer weather. I spoke to someone about this, and I was told the electricity issue is also being looked into.
Despite this, I’ve now received another forecasted bill, which only adds to my stress. There seems to be a breakdown in communication somewhere, and it feels like my concerns are being overlooked.
I want to be clear: I’m not just a customer ID or account number — I’m a human being. I’m neurodiverse, and I process and handle information differently. This situation is causing me significant anxiety and affecting my mental wellbeing. The repeated message of "we're looking into it" while still pushing out incorrect or uncertain bills feels dismissive and adds to my distress.
Please, I’m asking for understanding, compassion, and real support. I need you to pause any estimates or forecasts while these issues are being properly investigated. I just want to feel heard and treated with the care I believed Octopus was known for.
Thank you for taking the time to read this. I truly hope someone can take ownership of this and help bring it to a kind and fair resolution.”
“I was looking to speak to someone on the phone to switch providers and I spoke to Kai. He was absolutely perfect, what a refreshing change to have wonderful customer service from a service provider! He was informative, polite, allowed me time to ask my questions, explained and organised everything perfectly. I don't like dealing with websites, not for me, so please keep your telephone services going. Well done, this is what quality customer service should look like. Please clone Kai! Thanks very much”
“Excellent customer service from Jamie-Leigh, Honestly this was one of the best customer support I have ever had 🙂
Understood all my queries & attended right away and solved everything in one call 🤩
What A Legend! 😍
Octopus Team Jamie is an asset you guys need to protect at all cost!
Thank you ever so much Jamie! ❤️”
“Rachael was helpful and knowledgeable. She did what I requested promptly.
On the 28/3/25 my request was not done by another agent.
Thank you Rachael.”
“Excellent response from Felicity re status of tarrif and issues with the solar panel trip switch since installation of the smart meter. Thank you for your research whist on the phone. Highly recommend Felicity as a customer facing energy specialist.”
“Super quick to answer my call and extremely polite and helpful to resolve my issue in transferring to Octopus.
Emily was a delight to deal with.
Well done”
“Very plain and simple switch over, which Dexter explained immaculately.
Only day one, but let's hope the customer service stays at this high level throughout!”
“In the process of switching to Octopus energy from a different supplier, contacted Octopus regarding a double payment from my current supplier and Octopus in one month. Unfortunately they were unable to resolve my query but call was answered super quick and agent was friendly”
“Felicity was very helpful in explaining the smart tariff options to me. I would have left 5* review, but unfortunately she was not aware that, whilst there system is not compatible with the Duracell battery, Duracell themselves will manage the Octopus tariff remotely with their own app. But to be fair to her, if she has never been told, why would she know. Might be something Octopus need to look into as I was considering changing supplier.”
“I have just switched to Octopus energy. I spoke to Sammy to discuss which tariff to use. She was so friendly, easy to talk to and explained everything so well. The nicest most helpful customer service representative that I have spoken to in such a long time.
I’m so happy I switched. Also I got through so quickly, no waiting, no choosing from options, no pushing me to go online. How refreshing to speak to a human.”
