“Impossible to get through to them on the phone. Wasted hours so far. Requested a call back twice but no response. Emails getting ignored. Joke of a service - avoid.”
“Agree with all the responses on here they talk the talk and don't walk the walk. Very poor customer service. Trying to get 2 smart meters installed. Engineer fitted one to the wrong flat. Complained and no response. Other one the engineer just gave up and left. Tried emailing. You get a different customer service agent every time and they don't seem to have any relied of previous calls ie no CRM system. Ignore the hype they are just the same as every other energy company. Hopeless.”
“They talk the talk but don’t walk the walk.
I transferred to Octopus from Shell and from
day one nothing but problems,from billing to
smart meters, none were resolved.
They take weeks to respond to emails and when
they do never any answers.
Do not use this company”
“I was scammed by this company, they made me invest huge amount and when time for me to withdraw my money they asked another fee, stop responding to my chat after refusing to pay, but thanks to mrs lilo grace who l contacted on " lilo__grace__75_( @ )_gmail_._com )" | report my case on how I was scammed by this broker , in less than 4 days I got a letter for full refund from this broker, like right now all my money have successfully been recovered back to my bank account, you can as well reach mason via WhatsApp on +1-( 6 -05 )- 69-1--46-12”
“Too numerous to mention but like most other customers they say they will escalate my complaint and never do. I am always calling them nothing proactive and if I hadn’t spotted it I would have been £1468 out of pockets. They are useless and have since May to correct what’s going on.”
“Over a year of a smart meter not working properly, new meters installed in August and still no proper satisfaction. Gone from over £300 in credit to £600 in debt, OVERNIGHT, no bill since April 2024. Frequently ignored my emails. Done all I was asked to do and still the problem not solved even though I was told it would be rectified by 20th February 2024. I’m so fed up with not knowing if I’m going to be landed with a huge bill going into winter.”
“Account A-37A97C49. Have been referred but can not use online switch as was prepayd meter detected. So contacted, was easy straight forward and polite man "did the switch" i explained that i have electric prepaid meter and gas meter he confirm he understand and locate all info in the sistem and did the switch. After couple of days loged in to account and find out mistakes, gas meter is prepayd and with wrong gas nr. Contacted end explained they asked to do gas test with photos to prof meter is smart ant located correctly, despite that i have two suppliers before Octopus and they switched with ease and find correct smart meter straight away. So afyer tree calls two weeks stil same. Switch not completed. Every time i call same nonsense explained, i requested for management ant been ignore, offered online claim insted. Never have such a stressful switch.”
“Took me two years to get over £1000 credit back. There bills change so much at 7 am you could be £200 in credit by 8 am you could be £woo in debit. Now they are back dating from six months ago saying I did not pay the amount they asked for which I did. If there's a error saying you owe them money they send straight away nasty tactics of ballifs will be used. Noticed the consistently advertise on radio it's like brain washing every ten mins. If a company is that good you would not need to advertise like they do.”
“Hopeless, we've been trying to get our credit back, impossible, they are fast enough taking your money but they completely ignore any emails trying to get it back.
Go with another firm, definitely wouldn't recommend this firm.
Total waste of time”
“Very bad customer service, was promised a new IHD in June finally arrived September 13th. Now September 17th and still not working. I realises these things take time, but I have emailed them three times now just to find out what is happening and maybe get a time scale, but it would appear that acknowledging my emails is just too much trouble. Perhaps they will read this review and get back to me, but I'm not hopeful.”
“This website is a truer reflection of the utterly awful service Octopus energy provide to their customers. Trust pilot is wildly inaccurate (fake reviews). After months of incorrect charges I have now found out while the charges were in dispute they have negatively impacted my credit score. I found out after being declined a mortgage. They don’t have the ability to transfer a call or pass you on to someone that can help. Just offer callbacks which never come. I am so annoyed with these amateurs. My advice would be to avoid them at all costs.”
“Can’t get my smart meter connected so I would get the best price as I was promised
The worst part is called the customer service at least 8 times and each time wasting 30-45 minutes and getting nowhere just HOPELESS”
“All the other reviews seem to be 5 star everywhere, I just don't believe it like others have said.
Asked for a quote online as I was thinking of joining them, they couldn't find the postcode despite my neighbours being their customers. I gave them it and a photo of the meter. They told me that I wasn't a customer! I told them I never said I was and they asked for a photo of the meter twice more.
I gave them more info and asked if anyone read my emails or if it was a bot.
They replied with just an electricity quote telling me I would pay £70 pm! It was rubbish and I had told them exactly how much gas and electric I use per year.”
“If I could give one star I would.
We moved out of our property and had to pay nearly £1000 for a final bill they sent. The statement actually said final bill which was paid and now they have the cheek to send me an email for another £200.
Unless you want to be ripped off I would suggest to go with a different provider.”
“Waiting 11 months for smart meter installation. Cannot access solar tariffs until this is installed. Numerous emails, calls & now official complaint but to no avail. Will now be switching suppliers. Appalling customer service”
“You could be the nicest, politest, person on the planet and these c*nts would still know what buttons to press! I have experienced a majority of the complaints on here, too much to put into words but I most certainly would not recommend these incompetent bunch of pillocks!”
“Absolute nightmare, I've been emailing this firm regarding getting our credit back, fitting a new meter in a new bungalow, don't reply to our emails, would I recommend this company, no definitely wouldn't, go with someone else.”
“My experience with octopus energy was horrendous. They took my full pension out of my account with zero notice leaving me devastated and having to borrow money from family members. I left them on March 2024 with them owing me £1300, with endless requests to get my money, they finally paid out 2 months later. They also gave a false final reading to my new supplier, which caused all sorts of problems for me. I challenged octopus and after a long time they accepted responsibility for the false reading. This was £425 worth of energy they had overcharged me, which I waited a long time to get from them. I’m certain, had I not challenged them, I would never have received any of MY money. Please be aware of this company due to their dodgy dealings. A very dissatisfied ex octopus customer”
