“Very poor Customer service from Octopus. In January they over estimated my readings by over £250. so much so that it has still not reached my current reading 6 months later.I send email after email to get this rectified and they are now threatening to hand my unpaid £256 bill to a Collection Agency. I email my readings on a regular basis and sometimes photo proof when requested, but only pay what I've actually used. So much for a Which recommended Supplier. Dispute on going”
“Customer service providers need brreavement training. I phoned to inform them that a family member had passed and so the name on the account would need changing. I explained the circumstances The guy on the other end of the phone didn't offer any condolences. They asked if the person who the account name was being changed to was with me. When I said no he said that it couldn't be done without said person being present because of data protection. No apology, just a straight "well we can't do it". No help or sympathy whatsover. 😡”
“This company is a total shambles....Promises everything but can't be bothered to actually help. Typically the call handlers that are working (cough) from home are LAZY and couldn't care less and just pass the buck to someone else which then takes you ages to get through (if you can). Dogs barking in the background in the house and they put the phone down on you. Call handlers actually tell you that you are lying as they can't see any paperwork that has been sent in even though you have an acknowledgement from the company... So you have to start all over again... WHY DOESN'T THIS COMPANY GET STAFF TO TAKE RESPONSIBILITY AND HANDLE A CUSTOMER PROBLEM ??.. Instead of just not dealing with issues... Not my problem attitude with all the staff.”
“Appalling customer service. Different information from different call center agents, who don't seem to know what they are doing, including asking for a good (rather premature) review even though a solution hadn't materialised yet. I won't be using Octopus again after this experience.”
“No customer service help. Useless at dealing with a smart meter install. No cooperation from Octopus customer services. Avoid at all costs. This company will not help you if your a customer. Emails lead No where. Use another company. The worst company I have ever dealt with”
“Very very rude. I am moving into a property which is already supplied with octopus energy for the past 3 years and asked if there were any broadband contracts for 12 months. Answered "no" in a very rude tone. I asked if we are also looking to have our electricity supplied with octopus energy as well if there was anything they could do as have been customers for over 3 years and again answer just "no". Incredibly rude - worst customer service I have ever experienced. I understand if there was nothing he could do but did not need to be so rude.”
“I moved from another energy provider to Octopus hoping they would provide a better customer service . U was hugely disappointed to say the least. The reviews on trustpilot are not genuine and they mostly only accept positive reviews”
“What an ignorant company
Do not reply to emails of complaints
Do not return phone calls
Turn up for appointments then say they can't sort a prepayment meter out
I have been waiting over a week for a return call after raising yet another complaint ?
I have emailed and telephoned but my complaint has still not been put right ?
4 weeks later??”
“Claim that I can use £600+ a month on my own in a small 3 bedroom terrace. They refuse to explain how they come up with those figures. Only 1 star because I can’t leave zero. Customer service really don’t seem care about the harm and distress they cause.”
“The worst company I have ever dealt with. THEY LIED MULTIPLE TIMES, charged me for three months where i didn’t even live in the same state. This company is a joke. I’ve never been more upset with a company in my life. They are dishonest, have horrible customer service, and I have nothing positive to say about them.”
“I have been with octopus energy for a long time but since I moved address and changed to a smart meter I have had alot of problems. They have taken money out for gas that I previously paid multiple times and each time I had to wait for a refund. I was told a manager will be in contact withing 48hrs but it's been 5 days and still no call. Will be switching suppliers.”
“I have been trying to get octopus to give me an export tariff for my PV. looking at their app and their web site this is their kung fu!
WRONG, I cannot put into words just how bad they are so I will let the facts speak for themselves
I installed the PV in February, it is now July, I am STILL waiting. meanwhile all my surplus energy goes on the grid for free.
they regularly commit to getting back to me "very shortly"/"by the end of the day"/"very soon"
they don't respond.”
“Appaling service. Forced to fit a smart meter that doesnt work. No home display. No response of any use to any complaint. They have totally automated responses that dont answer any questions you send. Then send people and multiple emails asking for meter readings when they already have them. Awful company”
“bullies who harass and threaten you even when you have done all there so called help items im on a low wage , terminally ill and still they threaten you ..... so hear this dick weed ... do your worse ive only got a limited time left so go do one you robbing thieves , Gas prices are down your bills up ..... I don't have a contract with you as was put to you by default so never signed anything ... you really are the lowest of the low”
“Very poor customer service and poor application.
I am exchanging emails with them for one moth as I need to unregister old electric vehicle to subscribe the new one.
This is not possible. Advisors from Octopus do not even know how their application works and how to navigate it.”
“Octopus 🐙 energy emailed to say that my electric meter certification had expired and needed changing. Therefore, I booked an appointment to have this updated to a smart meter, at their request.
An engineer arrived to perform the update. He then proceed to disconnect my gas meter too, I asked him to stop as I did not want it changed. I had nor agreed to this.
He refused, stating it was on his job sheet. I told him to stop while I called Octopus. While I was on the phone he just completed the gas meter change and left my property.
As I was on the phone to Octopus, I asked them to call their engineer to tell him to put my Meyer back. They said they can't do that, my complaint would need to go to there escalations team. After 2 weeks I recieved an email asking me, as they hadn't heard from me can they close the complaint.
Octopus have exactly nothing about my complaint and couldn't give 2 hoots about there failings.
They tell me they can't put my fa's meter in dumb mode without the ombudsman authorisation.
I would rather pay more for my energy elsewhere. Company is a disgrace.”
“switched over to Octopus from Shell and has been a royal farce since day 1.
customer service tema have 0 clue what they are doing.
they are pretty much ripping me off right now and have me down as 14k yearly electric usage for a 3 bed semi, smart meter shows my usage at £38 for 3 weeks electric use so far but yet they still say 14k so cannot even move or switch from a flexi plan.
they do not have any info from shell on accounts that where switched and just seem to be revert or ignore anything put in place.
AVOID THIS COMPANY THEY ARE USELESS”
