“Prompt answer and help from Mark. A friendly and reassuring response which I found helpful and reassuring. But the proof of the pudding is in the eating - let's see if Octopus convert his assurances into action!”
“Forgetting your opening hours,to be greeted with the following message:-
“ Sorry,your call cannot be connected at present,please try again later”.This I found
slightly unfriendly,and far from helpful,not informing me of your opening/closing
hours.
I would like to have heard “ Sorry,we are currently closed. Monday to Thursday it
is 9 to 5,but Friday it is 9 to 4”. This is both informative and friendly.
I was the first call of the day for Gemma in Coventry.Initially she heard my complaint (of a sort) as detailed above,and agreed to forward this at the earliest opportunity.
The main reason for the call was to request a partial refund.This was dealt with in
a very satisfactory way,with her her warm and friendly attitude and confidence
clearly showing through. She is yet another excellent ambassador for Octopus.”
“Great service and communication. But please ditch the pronouns. That period of social engineering has collapsed already. You don’t need to maintain taking it seriously.”
“I spoke to Sammy and She tried to explain how, after getting a fixed price contract with Octopus last Month, you were asking for a 25% payment increase in my Direct Debit. She impressed me with Her Patience and Knowledge but I did not understand why my cost could possibly go up so much in such a short time, baring in mind my fixt Price Contract. But, I am old and She knew Her Subject very well so I increased my Payment by 12.5% and with Her Advice to keep an Eye on my Balance, will monitor the amount of My Money Octopus has in their Bank”
“I’m very happy with the excellent service from octopus friendly staff who are always very helpful with any questions my only fault with them is that I’m £840.00 in credit have never been in any arrears but they still suggest putting my monthly payments up by another £15.00 per month which I found very strange although when I contacted by email they replied and said they would keep my monthly payments as they were.”
“Rang regarding a new tariff - not so happy with the increase though!!!
Nevertheless, customer service was good (and in the UK) which is not always the case.”
“Vic was most helpful. Her communication skills were very good. She answered my query and I was very satisfied. I have been with Octopus for many years and never experienced any problems.”
“Really easy and fast email responses. Renu was who I was communicating with and they were fab. App overall is smooth and simple to use. Much better experience than other energy companies.”
“Recently bereaved, I needed to transfer an existing Octopus account into my name and alter the bank details. Libby was friendly, sympathetic and concise in the way she dealt with the call, explaining the payment plans available to me and suggesting that I might also wish to consider lowering the existing tariff. It was a highly satisfactory conversation and a pleasing outcome.”
“So far so good for an energy company - only downside was they made me increase my DD, which I knew I wouldn't need to with Summer coming up, my account ended up with £500 in credit, which they are returning, but it takes between 7 - 10 days, which seems silly”
“Tried to notify we were moving house through the website. The website wasn't functioning with a greyed out box.
Rang up and was on the phone to Nile very quickly. All resolved in no time.”
“You took a while to answer the phone and the has affected my score but when you finally did the person I spoke to was very pleasant and polite.answerd my query efficiently so a 10/10 for this.”
