“Recently, I had an issue with my prepayment electricity key, which led to me phoning Octopus on 24th March. The person I spoke with was helpful and thought they'd resolved the problem, but it turned out that they hadn't. This resulted in me having to phone up on the 25th and 26th March, speaking to another two different call-handlers and being told the issue would be dealt with...but it wasn't.
On 27th March I called for the fourth time that week and spoke with a young man called Jay Bradbury. Unlike his colleagues, who I'd spoken with in the preceding days, he was determined to resolve the issue for me, having taken the time to listen carefully to my grievance (I had begun the call by requesting to speak to a supervisor).
Jay took the time to look into my issue, despite the fact that it was challenging...when he could've avoided the responsibility, in the way that I felt his colleagues had done on the two previous telephone calls.
As well as offering a staged solution to the problem, Jay also encouraged me to continue to liaise with him directly during the following week, so that he could ensure a successful conclusion. It's testimony to his dedication and professionalism that this issue was resolved to my complete satisfaction. Jay is a credit to Octopus Energy and I wish him well for what promises to be an illustrious career!”
“I have had a tricky issue with my address and it has been frustrating but phonecalls with both Sam T and Mark H have made me feel much better about the situation and my decision to have my energy supplied by Octopus. Sam T in particular did a lot of work on my issue and wrote a very useful summary for me of the situation which I really appreciated.”
“I’m living in flat 1 bedroom I have paid around £800 in last 4 months to octopus energy which is not fair I asked people no body pay that much and also everyone got government support I never had it I’m with octopus for 4 years now and I never had support I’m really not happy I’m going to write complain and leave them 😡😡😡😡”
“Octopus cannot change your billing / post address and will continue to send sensitive information to the incorrect address despite numerous requests to change.
I moved from my flat in Oct 2024, but still owned it. Octopus changed my account to only send my billing by post. They continued to send it to my flat, where I no longer live.
Despite requesting a change of billing address and method of billing (email instead of post), Octopus continued to send my billing by post to the flat. Every month, I have asked them to update it and despite telling me that they did, it continued to be sent to my old flat by post (and no email).
I really don’t have any choice but to leave because they can’t do something as simple as change my address and continue to breach GDPR and knowingly send personal sensitive information to an old address. Really bewildering that that is my only solution.”
“Legal theft! I joined Octopus after hearing good reviews. They set my Direct Debit payment at £110 per month as we have a 2 bed cottage it was what we were paying with our last energy provider. They came to fit a smart meter and now 3 months on we now owe them over £800!! Having been in touch with them several times to say that this is energy we have definitely not used they really don’t care and keep emailing me to pay up. I have been with several energy providers over the years and Octopus have been by far the worst.”
“The friendly, professional atmosphere created by Raiyan, was so welcoming. He was clear in his information and options description and patient when I asked him to repeat himself (I’m a little deaf). All round, a perfect welcoming! I highly recommend!”
“Mollie was very helpful and that made me feel less stressful, I had been ringing all the utilities and some were awful, so Mollie help was great, I look forward to being part of Octopus”
“This was the first time I’ve had such a positive and helpful conversation about managing my bills. Sammy really understood my concerns and made the whole process of switching providers incredibly smooth and effortless—no hassle at all! I am glad I joined you.”
“Alex was very helpful. She was professional and friendly and provided me with all the information I required in order to make my choice to switch energy providers. Alex made this process stress free. Great service, thank you.”
