“Started out good response to queries but customer service has tanked recently. I thought they were better than the rest but they are reverting to type. IE lucky to get any response unless you nag nag and nag.”
“6 months ago I recommended Octopus to my daughter and grandson. I read my meter monthly and was billed without a problem. However, against my better judgement I decided to opt for a smart meter which was fitted 6Feb. Since then I’ve had a second engineer out supposedly to fit another meter, (he didn’t) had diabolical customer service despite sending 6 emails and speaking to a rep called Olwen. I have an IHD which has been in “waiting for data” mode for 7 weeks and inconsistent bills with no meter reading s in the app. I moved to Octopus over 12 months ago due to problems with Shell customer service and it now looks like Octopus has inherited them”
“I switched to their services a few years ago, moving away from Bulb, but encountered issues beginning with the smart meter installation. Customer service has since been outsourced, possibly to South Africa, and achieving any substantial communication has become challenging. There have also been persistent mix-ups with my previous accounts linked to rental properties. Furthermore, despite removing my gas meter—which they acknowledged and initially ceased billing me for—I find myself still facing charges a year later.”
“I’ve been more than a good customer for around 4 years to octopus energy and never any problems until they kept pushing for me to have a smart meter and sent over endless emails along with attachments to emails with my bills . You pay less with a smart meter / Better deals for smart meter customers which is deliberately pushing an already gullible customer . Because of the greedy energy companies and there already extortionate prices crippling customers and destroying families which the now greedy carefree 💩 unprofessional people at octopus energy customer services couldn’t careless about as they no unemployed customers are easy pickings for energy firms. I had a smart meter installed on the 24th January 2024 and all good at first and on the morning of installation I sent over a meter reading of 93538 before my old meter was replaced and amazingly I even had a £1 pound win on the free spin wheel which was my first win since joining octopus energy roughly 4 years ago without looking back on my accounts 😂how bent is that . Engineer turned up in north wales and after some issues and then walk about and standing on my daffodils he then walked up the road / disappeared for a good 15 to 20 minutes and then came back and all good to start work just like that . All power of obviously because of installation of new smart meter but the engineer still managed to have a reading of 93540 on my old meter which he obviously sent over to octopus energy which they billed me for and took money from my account . After noticing this I complained about it then octopus energy put the money back in my account. I’d no trust at all in octopus energy after the win on the wheel and engineer that day and so every day since my smart meter was installed I’ve taken 3 readings a day , daily. . All good on the smart meter until my 3rd meter reading was sent over and they deliberately zeroed in the meter again and charged me for 206 kWh of power used when in reality I’d only used 33 kWh of power . They charged me £63.93 for 206 kWh of power used in 5 days when the real bill should of been for 34 kWh of power used . On my daily readings chart at home on the 27th February 2024 at 6.33am my smart meter was reading 00174 . And on the 3rd March 2024 at 3.50pm my smart meter was reading 00207 . From the 24th January 2024 when I first had my new smart meter installed I’ve sent over 4 meter readings to date of my smart meter. First meter reading was sent on 6th February 2024 at 16.09pm of 00064 . Second meter reading was sent on the 19th February 2024 at 7.12am of 00125 . Third meter reading sent over on the 3rd March 2024 at 15.50pm of 00207 but octopus energy on this reading and billing had ZEROED back in my meter and so charged me for 206 kWh of power used and put my account as I now owe them -£1.51 because I’m in dept to them for 5 days usage when 😂 these very disgraceful greedy 💩lot owe me along with an apology , sickening 💩lot . Fourth meter reading was sent over on the 15th March 2024 at 10.58am of 00278 . My Little Home display unit which was switched of after a couple of days and put back in the box because it’s readings and play are like the stalking , trolling twisted bent backward lot I live by in dinas Caernarfon, mad max north wales and there obsession with me and the numbers 2 and 3 , 😂 I didn’t get any sense out of it and so turned of and packed it away in the box . Tried again roughly 4 weeks later on my smart meter home display unit and its still the same so it’s gone in the bin . Octopus energy on the few demeaning replies to date I have received are saying the bill is correct and I can have an engineer come out and check the meter and they will bill me £80 if no problem with the meter. 😂 so is it some twisted warped prat at octopus energy playing with my meter and bills and toying with me for what more money. How and why are the clowns in government allowing 💩greedy energy companies to treat customers like this and destroy lives with worry cold = death . To date from the 4th March 2024 I’ve sent endless emails and photos of all my meter readings and zeroed in again meter, I’m been pushed all the way deliberately by the warped people in customer services at octopus energy I believe which is disgraceful shocking behaviour. My account is being sabotaged, tampered with which is against the law . I pray octopus energy fall and when they do they fall bloody quick and hard .”
“Dreadful response, as a loyal customer I asked advice on how to set up a new Direct debit.
After serval,text backwards and forward .
I received a text to say the DD had been set up.
Without my consent, without my permission. I was horrified to think that a person an employee, from octopus has the right to go into my own personal bank account and take out a Direct debit ,to set it up for monthly payments without my or the banks permission...
They have no right whatsoever to take money from my account with out my authority, to get details of my account ,which I haven't given them any details whatsoever, as I only wanted advice by text on how to go about setting a DD up.”
“Dreadful customer service ' I had a problem when they switched me from Shell
Email telling me my smart meters were not working yet hot huge bill nearly double my usual monthly amount I have sent no less than five emails NO RESPONSE ' I am 84 years old and live alone since losing my wife through illness over 3years and found all this most distressing I will give them one more chance to respond next week or I shall switch to another supplier - it is obvious from all the other reviews with one star this company don't and are not interested in dealing with customers problems”
“I bought a property where its already have octopus as a supplier. I had worse experience with them before so i switch to my previous supplier after 20 days. My gas boiler was never working as house left empty for long time before i buy and i sent them gas meter readings before and after with no usage and no change in numbers but they magically sent false, wrong reading number and tried charge me £97 for gas, they did not know the old gas boiler completely broken. Every one make sure you check your bill and track it down before you pay your hard earn money as this is fraud”
“Transfered from Shell. In lots if credit they said they would refund still nothing 2 weeks later. What are you people doing I want my refund otherwise I am cancelling my direct debit and will pay by card monthly not good enough Octapus Energy”
“The worst experience ever! They are constantly overcharging, sending huge energy bills to pay, even you are several months away from home. Totaly unbelieveable! We all left, our family and friends. Strongly not recomended!”
“i payed my bill in pull a mount a go,i send them proof copy of recipt they still keep calling me sending me emails texes and asking for money i spoke to about 7 people they all telling me different things,now im thinking about calling the police”
“Smart meter not connected after 9 months and as many engineer visits and countless emails and calls. Official complaint not addressed following several months. Worst customer service I've known from an energy company.”
“Yes same like most now since Octopus’s have taken over Shell energy, they have put in debt, I was always in Credit, and now they keep constantly charging every day, and now have a huge debt to pay, I’m on kidney dialysis three times week. Even doing past 33 years now,
Always paid my duel bills by direct debit, my benefits do not cover what they are asking, I thought I sorted with them yesterday Weekend, no again another charged via an email just received, they are not helping me or any of the customers tbh, seem to be making things worse, as I said I used to be £200-300 in credit, before they took over fully last week, it’s not that I don’t pay, I always have done monthly, I live in two bed rented property…
How is every one else feeling about it, I didn’t choose to go with…. 😔”
“I was with shell and I got transferred to Octopous I always give my meter reading online on my app I only use 3 heaters and my fist bill with them my first month £800 absolutely disgusting they are legally rubbing people making millions of profit I am looking to change to another energy supplier. I am very disappointed the worst energy supplier AVOID THIS ENERGY SUPPLIER.”
“Hope after this rate you will fiind correctly invoice,and not responding on emails after weeks,was trouble with the gas readings not take the readings monthly,book enginer ,change new smart meter from outside because was broke ok check account from October till Feb,around £500 disappeared and monthly Direct Debit £260 plus around £1000 credit on first was a gentleman wich give back that £500 of course after many phone calls
And all good inginer change the gas meter,all good,and new l.have same trouble but with the electric meter reading not received the date after nearly 2 weeks and same issue from account was missing £555 same from gas they have the money back,and all consum off gas and energy is not on this price, because if Was from October till Feb £555 how is possible to have on credit nearly £1000 if me direct debit was not OK,and from oct they still don't have the right details after every month send manual meter from gas/electricity and l can't take back the money because they don't receive the right consum,”
“You must factor in that they have no technical capability in-house
Contacted in August 2023 to move my meter less than 1m, Octopus confirmed they could do it within a week.
Over the next 6 months can at best be described as a severely disorganised outfit and in my opinion described as an incompetent service provider.
I sent 12 emails (most reminding the Octopus team of my outstanding email) to which I got 4 responses.
I made several calls and each as useless as the one before (Octopus being the first utility provider I've encountered without an in-house technical team that can be reached).
After waiting 6 months, delaying my renovation at substantial cost to me, Octopus confirmed moving a meter 1m is greater than the level of skill they possess.”
“Left these cowboys this morning. The first call I had made to them I was struggling to hear and instead of hearing the operator I could hear all the background noise of people on the phones in the office that was most likely in (probably Bangladesh). When I told this to the operator she just put the phone down which annoyed me as was so rude.
I had then called back and was greeted by another young woman who did appeared to be ok. When I had stated that I was unhappy and felt I was being robbed by the meter as it is charging me £20 a week more as it’s saying am using emergency which I am not. She asked what evidence of this I have which I had told her well how do I provide this, she then stated that without evidence they couldn’t do anything. I had told her I did not chose Octopus and was transferred over as the other one went into administration. She had then stated she did could not help me if I had no evidence and was there anything else she could help with. Told her she hasn’t even helped me with the reason why I called and that she was being rude! She then said that she will be ending the call.
I found her to be a total C”@t.
I then switched both my gas and electric over sharpish before wrong them a strong worded email.
Just had an email through asking why I’m leaving them and if there’s anything they can do to change my mind.
Funny that, two phone calls, an email and now I’ve switched they want help.
AVOID THESE ROBBERS!!!!!”
“Noticed a negative cross on husbands credit report from Octopus Energy. Questioned them why and they said (and I have an email from them to prove it) that this is because we hadn't set up a direct debit. Blackmailling a***holes”
“Great at promising - terrible at delivering. Lots of hot air (messages signed off 'Love &Peace' etc) and pretending to allow direct contact with the CEO ('Greg') whereas in reality the mail goes back to the person you started with! Bit of a scam really. Customer Services Staff have responsibility for matters (eg Complaint Handling) they are not able to deliver and management don't seem to support them. This is validated by the fact that complaints against Octopus nearly doubled between Q4 2022 - Q4 2023 (figures published on Octopus Energy website). My particular issue is so simple - transfer of account from one parent to another following bereavement which has been royally messed up despite many promises to resolve. Shame - seemed like a good company to begin with but are now very poor. Alternative provider might be a better option.”
