“I had £950 credit in my account and asked for £400 refund. I was informed it would take up to 14 days to receive. After 16 days and no refund I tried to contact Octopus but found this virtually impossible and was stalled at every turn. So, I’ve left and will never go back. Now I’m having trouble, yet again, to get the new and final refund returned. I would love to know how much credit they have from all of their customers and the interest this accrues each month.”
“Been with them since very early days - WERE a great great company doing things differently…..maybe even thinking occasionally and the customer service was rapid…..almost instant.
I recommended to everyone.
Then came the government bailout, bulb acquisition, big expansion…….then came the usual crap…. They changed as a company.
Bills are inaccurate and not clear.
They bill twice for things then say I can’t read a bill…..yet clearly states I’m being recharged for same period???!??
Nothing is clear.
I’m in credit yet they always want to put my payments up?!?!
If I ran a company like this Hmrc would shut me down as the figures are guess work…
How can they pay tax on figures they make up?!?!?
They now act like a bank….
F*** the customer must be the new motto…..
Unfortunately still better than most other companies but please do research and look elsewhere.”
“They were good, but have been absolutely useless with my gas. My gas meter was broken and I couldn't get a reading, they decided it was reasonable to charge me double what OFGEM recommends for a house my size, this obviously put in into the negative, charging nearly £300 for gas and electric each month and they still were saying I was using more than that. Finally got the meter fixed in July, showed them a breakdown of how much I actually use, as well as submitting meter readings. I was told they would manually review my account and should be sorted by the 10th of October. I emailed on the 10th and I've still to hear back, nor has anything been updated (or a rightful refund been given). I've just changed my tariff so I'm not hit with more insane price increases and they've made it that I have to pay an extra "catch up payment" until March next year, making me pay even more now than I was! I'm absolutely furious and would seriously advise against going with octopus if you think you'll ever have anything to wrong with your gas or electrics (although we all hope it doesn't). I thought they were meant to be good with customer service but it's been lackluster and I've been left waiting for weeks at a time with no correspondence.”
“When I first joined Octopus 3 years ago the service was good and I received monthly bills. Over recent months I have been receiving up to 3 bills a month based on estimated readings. Customer services ere patronising and advised me that I have a responsibility to provide regulars meter readings. I advised the reminders had stopped
and was told the tech team would be notified. So far between mid sept and now I have had 4 different bills. 2 based on estimated and 2 based on actual readings. I recently paid a bill following submission of a meter reading. Customer service confirmed I had received an adjusted bill which factored in my updated reading. I duly paid this and less than a week later received another bill for an additional amount ? with no explanation as to where this additional amount has come from. My queries to customer service appear to fall on deaf ears and I have been now advised that I must provide regular meter readings and this will slow down the estimated readings and subsequent bills - please help this make sense. I have stopped my D/D as in no way am i allowing Octopus to take 3 or 4 payments a month out of my account. Sadly I am now reviewing other suppliers.”
“Decided to try and apply for one of the electric blankets gave up when they wanted to know everything apart from what I was eating for dinner that night.
How on earth do you expect people that lack capability on internet to fill in this extensive ridiculous firm. I went and purchased one as it was less than £20 and I didn’t need to answer questions that were irrelevant to my needs !”
“Haven’t had a bill since January, they’d lost one of our direct debits, referred this to the energy ombudsman, eventually they reimbursed our account plus compensation. Our main meter and smart meter haven’t worked for three months now, my wife had time of work for engineer visits twice never turned up, third visit last week, the engineer left without resolving the issues with meters, so we still don’t know how much any we’re using and how much octopus owe us in SEG tariffs, now I’ve referred this to the ombudsman as well.”
“My wife plugged our electric car into a public charger at work 20 miles from our home and home charger, leaving it to charge during the work day on 1st August. Intelligent Octopus Go cut off the charge and established an overnight (off-peak charging plan).
Octopus' response is that its system recognised the plug in and that the car was away from home, and that the charge was prevented and an off- peak charging plan was created but says that as far as they can see everything was normal.
At the same time Octopus says that it only controls charging sessions when the car is plugged into a home charger at our home via Intelligent Octopus Go and doesn't control charging away from home.
This creates several questions, and has deep legal implications which, so far, Octopus is sweeping under the carpet.”
“My husband died in June 2024 and I gave information of new bank account details for payment of direct debit, but Octopus requested sight of his Will before they would change the name on the account. They are happy to take my money but not change the name. This is totally ridiculous.”
“W H D only half amount paid, asked for the complete payment only to be given a around for over six weeks, then to be told I've already been paid (fraud), asked to speak to a manager , they will call me within 48 hrs”
“Had no qualms with Affect but when Octopus took over monthly payments went up 20%. They agreed to meet me halfway when I threatened to leave but then reversed the decision a month later. I asked for a quote unanimously which was lower and more in line with what I was using, yet they were determined to charge me the higher price as an existing customer! I later switched and asked for a refund which was very slow in coming. Above all I can't stand the company's corny commercials on GHR sometimes twice in the one break.”
“I paid Octopus energy the sum of £500 as a deposit for a heat source pump on 30th April 2024. On 18th May 2024 they carried out a survey of my property the result of which caused me not to go a head with the installation. There was nothing wrong with survey just the siting of the pump and water tank. Having not receive my £500 back I emailed them requesting the refund only to find they’ve lost my money and cannot refund it.”
“We were with Shell, now Octopus 🐙 have taken over , nothing but problems from the start ,they never ring back ,bills are hard to understand, those adverts they run saying real customers reviews are rubbish 🗑 clearly paid actors ,all energy companies are just out to make money for their shareholders, sane as all rubbish.”
“We’re 2 seniors in a 2 bedroom flat and our usage has remained the same for years. Following the energy crisis we entered a 2 year fixed deal with our fees almost doubling but this was not enough and we faced a further increase as we’ve been constantly lagging behind. On its expiry we switched to a 1 year fixed deal but even this is not enough and we’re continually in debt and have now been asked for a yet another increase in our monthly payment.
So in effect we’re now paying 3 times what we were paying before the energy crisis, and even with increasing fixed deals and constant usage we just never seem to catch up and they’re just asking for more&more.We've sent them photos of our meters and now they’ve asked us to submit monthly readings. Very poor.”
“Really disappointed with Octopus. Last time the price cap came down they put up their standing charge. The price cap is due to come down again and this time they won't be allowed to put up that standing charge. They tried to put up my dd to £116.11p per month from £100.92. Have managed to get this to £110 per month. I have a one bedroomed flat, only heat the main room in cold weather. Yet, according to them I am using just a few hundred £s per month less than the average family. I am 80 and disabled and should not have to battle with their customer service, some of whom are rather arrogant. .”
“Very poor after sales service since having solar panels installed. I’ve had to chase and I’m still chasing for them to reply to my emails. Extremely disappointed customer.”
“Endless errors from this company. Promised phone calls never happen. Recent complaint took weeks to resolve. I reviewed them on Trust Pilot and had an email from "Joseph " as a result. I replied to him requesting voice contact. Needless to say it didn't happen. I suspect that they may be struggling to cope with extra business generated by acquisition of Shell. I suspect that customers will vote with their feet and solve that for them.”
“Were great but now take forever to respond to emails. The smart meter messed up my solar, the smart meter display doesn't work, their FIT reading link didn't work and they conned me into a fixed tariff days before they announced the April fall in prices. On the plus side the guy making a formal.comlaint out of my gripes is a tad more responsive..”
“Octopus now threatening with legal action - after I've had a DD cancelled, tried to get it set up TWICE and also being sent the most outrageous bill after moving into our new property, they are trying to charge £600 for around 8 weeks of energy (when we are hardly there) which is just insane. I have countered this THREE times and no response.
Have been offered a fixed rate by three other companies.
Had high hopes for this lot, but what a mess.”
“Not requested my monthly meter readings like Shell did. Have sent the readings with a covering text and instructed them to use them. So what happened to "you dont have to do anything and wont notice the swap".”
