“I was with Octopus for a few years, then closed my account when I moved. In spite of paying direct debit, they charged me as if I were not, and only repaid me after I disputed my final bill. Fast-forward 15 months and I have received a message from a debt-collection agency saying I owe over £800 in unpaid energy bills. Someone new moved into my old flat and didn't tell Octopus, so they just decided to put the account back in my name without telling me. I have spent the past three weeks trying to sort this out as it's on me to prove I no longer live there, in spite of doing all the right things by closing my account. Stressful and a complete waste of my time.”
“every time we ask for a refund of a credit, their accounts sit on our money and I have to beg. They are getting the interest on the credit built up in the summer months, its a really unfair practice, they would not like it if we owed them!”
“I moved to this company several years ago and they were excellent. Unfortunately that is no longer the case. They have repeatedly ignored my emails and it’s practically impossible to speak with anyone. I’m now having to look around for a new supplier for my 2 properties”
“I am on a fixed super green tariff but octopus seems to want to constantly raise my monthly payments by at least double the amount of what I agreed to pay.
being on a low income this is totally out of my budget . they have tried to do this twice now and I have only been with them for 10 months. I thought this company was supposed to be better for people who have less incomes so unable to be with the "big 4" energy suppliers, but it seems that now they have started to grow, they are beginning to get greedy and more money driven. I give monthly meter readings as agreed but my bill says it's an estimated bill ? this I don't understand as it should be totally accurate with the readings given should it not ?”
“Joined in July last year. I gave meter readings…everything was fine. Then they told me my smart meters were working I recently got a £140.00 fuel allowance added to account. Suddenly my Electricity bill was under estimated by 285 units??? I’m a pensioner and this came as a major shock. I feel sick to my stomach and can’t eat. I only use Electric for cooking shower and lights TV I use one lamp with an Led 3w candle bulb. I use a Halogen glass oven for cooking. I’m on my own. I’ve had my gas off for days and yet it still shows up on the usage chart from 6 in the morning when I’m still in bed. How can this happen? I thought they were good when I joined but they’ve taken my money. one bill says I have £65.00 left in credit. I had £139 left one bill £56.00 other £30.00. I should have money left I have 65p I’m going to look at one of the bigger companies again. I don’t want to be with a Company that robs pensioners. I got in contact..it was like when you used to have to go on to a broadband company turn the router off ..wait..switch back on. I was told to switch everything in the house off at the mains….wait…and switch back on..if the meters moved it’s faulty. I wish I had just kept giving readings now irrespective of smart meters. I bloody hate them. Anyway Octopus won’t be bothered now…as soon as they get big…the trouble starts..it’s all about the money NOT the customer that gives it to them. Looks like I’ve been charged twice in December!”
“Billing often incorrect and takes time to resolve. Unable to fix issues with electricity export and I haven't received any credit for export electricity in the past 7 months. Really disappointed as Octopus seemed like a good company when I researched providers.”
“They’ve taken my £220 credit I had with Avro but have not provided me with a Bill. What’s going on !
I’m unable to check my usage or tariff , so I’ve no idea where I am with my account . It’s bad enough what’s happened but this is not acceptable.
I realise they’ve had to transfer 500,000 customers from Avro.Now I’m wondering how much money they’ve taken also. Do the maths , it’s tens of millions £
Come on Octopus , you’re better than this surely…”
“Is anyone else waiting on refund credit, I applied for my credit, and all I get it in a dispute, or somethink to do with old supplier, this has been going on a while, they are sponsored by gmtv, so why ain't they dealing with.the customers needs, I'm going to get advice by Martin Lewis revolver, if I ain't heard back in 14 days”
“Octopus are OK but chaotic when things are anything other than straightforward.
When I joined them ,they seemed to have great trouble accepting the opening gas meter reading. When I moved to another provider 2 years later, they recorded the wrong closing gas meter reading and 3 months later they appear INCAPABLE of sorting out an obvious typo. Paralysed by inertia, they are.
Beware of Octopus, because its tentacles get very tied up.”
“As a customer of Octopus I am hugely disappointed that the company has decided to enter politics. To make the decision to treat a new company," GB News" in such a contemptuous way without doing any homework leaves me dumbfounded. I await a proper response from the board, but quite frankly, my account is on the verge of being shut down. Pity, because if Octopus had not elected to join the political fray, I would have given it a five star.
Stick to what you do best is my best advice and ignore the noise from those with agendas.”
“I have now left Octopus energy for a new supplier, I had no problem while I was with them but when I was changing i never had any communication from them, when I sent an email THREE times asking when my last payment would be deducted and how much etc I never received a reply, POOR !”
“When it comes to switching Octopus will land you a bill which is almost 3 months worth of utilities charges.
A load of rubbish in my opinion. I don’t know how they received all good reviews. Try until you want to switch from Octopus then you will see the difference as they have hiked their prices for this heat.”
“I have complaint 3 times with no answer after having Escalade to the boss. And this just after 1 month to start the contract.
Really useless and incredibly bad customer service at all points.
Scottish Power now and much better.”
“I requested a 'Smart meter' from the first day I migrated to Octopus energy and was repeatedly given excuses as to why there was a delay. Some of them acceptable other notes much. I kept getting requests for meter reading. In return I kept telling Octopus that my meter was not showing a reading and chasing up a 'Smart Meter'. I then received a statement from OE saying I was apparently several hundred pounds in credit and would I like either a refund or have the money credited to my account? I contacted OE in November to be told they couldn't verify the amount involved until I had a 'Smart Meter' fitted but not to worry I would have a meter fitted by mid December and any monies due returned by mid January. It is now the 28th of January and I'm due to have the 'Smart Meter' fitted today. In the meantime I had an e-mail from a lady called Tyra who apologised for the delay but explained that she had been on annual leave. So when someone goes on leave disgruntled and alienated customers are just forgotten? Really. I replied to Tyra's e-mail and as yet one week later have still not received a reply. You shout long and loud about how many customers are impressed with your service, well this might come as a shock but I find your customer care to be shamelessly disrespectful, desultory and despicable. In my case you have shown a cavalier attitude to my issue. I have no doubt that if I should ever, God forbid, owe you money the attitude from your company would be totally different. Perhaps you could tell me when this matter will be finalised. I'm not expecting a definite day or month but the year it might be dealt with might be nice. I live in the forlorn hope that somebody in your company may stir themselves and sort this out.”
“Had smart meter installed in March 2020 and still waiting for a accurate bill. Many emails and phone calls, jeep getting fobbed off. Very,very poor customer service, the witch report must be fake.”
“I am the landlord of a property and I advised Octopus of the final readings when tenants left and the readings for the new tenants with a 10 day gap which I would have to cover. As I am not resident I gave them my home address , phone number and email address. They sent letters to the property and eventually a tenant advised me . they are certainly not living up to the TV advert.”
“Octopus has lost connection to my electricity meter for over 2 weeks. Can’t believe that it can take this long to establish connection. I have emailed this and the response is it’s been passed to the engineers and they will update me when connected still waiting for the update since 23rd june”
