“Horrible customer service. They have created an account in my name without my knowledge and now wrecked my credit file. Not interested in fixing the issue, just trying to extort money from me. Don't listen to what I am telling them so taking them to court.”
“Not being informed we were not paying for gas hence a £500 plus outstanding bill. We had to do all phone calls plus no recompense - nothing. Luckily we were in the position to pay outstanding amount although we are pensioners.”
“For over a year, I have been accused of owing Octopus about £5000 which could not possibly be true.
Many emails on I was told it was a reversal problem and would be sorted asap.
Hopefully now all is well but it was a very stressful time.”
“Messed us about with installation of a car charger. Spent loads of money getting everything ready only to be let down not once but twice. Appalling service”
“Octopus asked to change/upgrade my smart meters despite them working fine. They then bodged the installation and didn't commission them properly before leaving my premises. They then spent several months messing me around before they eventually resolved the issues. They then claimed that under the standard terms and conditions they were able to charge me at the standard variable rate for the entire period when half hourly readings were not available. As a customer on Intelligent Octopus with a home battery and an EV, these additional charges added over £530 extra to my bill!! Octopus have offer a customer service gesture to cover approx half of this cost, but why should I be paying for their incompetence. I've provided them my own half hourly data from my home battery system which allows them to identify the exact amount of energy used during peak and off peak periods!”
“Dealing with Octopus, is like getting that kid who's just started a 'Saturday job'. No idea that he's doing, and if you complain he says, "Well, I only work here on Saturdays!"
It has taken me up to 6 months to get them to apply for the warm homes discount for me. Four phone calls going through the process, many emails and frequently told I could only do it online through my account (something I have never set up nor ever used). But they continued then to email me telling me to phone in, even though I screen shot all the emails showing them I had already done so. And of course, you start with a reply from 'Grace', but after that, and manner of names appear. Dealing with them has almost become a full time unpaid job!
At the end of November I agreed to settle all the complaints for the agreed amounts of £100, and a £250 compensation amount, to cover all the time and distress they had put me through.
I contacted them again today in relation to asking a week ago for them to pay the excess in my account into my bank account. I was told my account was almost £300 in debit! My tiny little home runs on oil, and costs about £40 a month in electric. So apparently, over the past 2 months I have used £150 a month in electric. SERIOUSLY - HOW?????
I do often feel like banging my head on a brick wall. It is impossible to get anyone who knows what is going on, or who can even calculate a bill. I'm so tired of this.”
“I was lied to throughout my interview process about the role that I applied for.
They booked me job's in without tool's and materials...their planning was inept...
Unprofessional and inept management...”
“Octopus big brother customer care.
Long story short. Mis-functioning of the 1st newly installed SMART meter (the irony!)
It decided we had a massive (think 4 figure) surge in our utility usage across 1 summer period.
Never before - or since - have we had such a reading!
Dodgy meter removed then months without a meter? Finally, a new one fitted - it didn’t work at all. Many calls/emails FROM US.
Another engineer visits - tells us Meter No2 hadn’t been connected up to internet. Endless correspondence - Octopus fined by the Watchdog for poor service etc but Octopus obstinately refusing to examine 1st broken meters aberrant reading. Be realistic, it’s a machine, they do go wrong. If your meter fails Octopus tell us we have no right to have it examined by a third party - it’s sent off to a company OCTOPUS pay to test it. Think Post Office IT scandal.
We’re two retirees in the sale house for 20 years & honestly, we don’t have a cannabis farm.”
“Took three and a half weeks until I got the electric back on in my house! Just bought the house and the previous owner had left significant debt on the prepayment meter. After a 17 long email chain and multiple phone calls being passed about different people, asking for the same information to be sent again and again finally the last person sorted out the issue within a few hours. Terrible customer service.”
“I did not have a bad experience. I provided an incorrect gas reading. I called to correct the issue. NATHAN Team Cov-12 rectified my error straightaway & confirmed the amount of my new billing amount. Pleasant helpful & most professional. Thanks.
Tanya”
“I didn't want to write this as the employees at octopus are all so friendly. But I have been dealing with this problem for months now.
A long time ago a technician came round to fit a smart meter on my gas and electric, he did the gas and left without doing the electric with no explanation.
I have been submitting accurate meter readings for the last 4-5 months on time, Every month I have been charged random amounts such as £300, £250, £400.
I live on my own in a tiny apartment, I don't own a dishwasher or dryer or use any heavy electrical goods. Everytime I have rung up after receiving these charges I have stated I desperately need a smart meter as im not able to access my meter due to being disabled.
Every phone call I make I get told octopus has made a mistake and they rectify it lowering my overall debt balance. Today i have submitted a meter reading and another £250 has been added, I spoke to a young gentleman and he said it definitely doesn't sound right, but theres not much he can do.
I pleaded with him that I needed a smart meter as soon as possible because I will soon be £1000 in debt and I cannot understand where these charges are coming from. He sent me an email explaining ways to save energy, but this didn't help as I know myself i don't use much energy. I deal with a panic disorder and spend every moment of every day worrying about this. Dreading the next month when I have to add another £200-£300 debt to my account. I hope with this being wrote octopus will respond and help me finally feel at peace and understand why this is happening.”
“Since they changed from Bulb, they've been sending me estimated usage bills (based on what they think I'm about to use over the next month) rather than bills on actual usage and my official complaints asking for none estimated bills have failed.
Their bills are difficult to understand as a result, and they harass you for payment of their estimated bills, for energy you haven't even used yet!”
“Same here took 3 months for them to admit the payment was made even though they sent me confirmation. I had to provide my bank statement. And now the same thing it was paid we got confirmation they have rung us 3 times we tell them it was paid you sent us confirmation it has come out of my bank account and still they harass us. Going to change to another company. Don't sign up with them.”
“Keep Clear of Octopus They harrass you for payments you have already paid.
On Moving house I sent in a final reading when moving house and when I recived the bill on the 7th of january I paid it in full with in one hour ,they sent a reiciept it was taken from my bank and I asked them to close the account. I was greated by a number of sarcastic emails from a custumer adviser who said he was glad I had paid it but demanded to see my Bank Statements ,when I complained about this person ,he was allowed to handle the investigation him self.
neary a month later they still wont accnolage payment and close the account ,and the Ombudsman has had be informed.”
“I was originally a Bulb customer then Octopus for the last few years. Total nightmare bills were so hard to understand. The smart meter turns of randomly losing whatever credit was on the electric meter. I asked for monthly bills which were never sent for the gas.”
“Worth company ever , the smart meter provided with is faulty, they accept that after 3 months sending pictures and videos , still they send me unfair bills , I complained , after 6 months of back and forward emails, Andrea from complaints department suppose to call me , now is 2 weeks I’m waiting for her phone call , not happening, she emailed me and said she can not deal with my complaint”
“Got all the way through to the end of signing up and then said I couldn’t as something was wrong with my credit check, then had the cheek to ask for £300 if I still wanted to switch. Cost of living crisis and you want £300?!”
“Octopus Energy increase their prices without letting you know the prices of any tarriffs they have on offer - look at their website and you will find NO prices listed on it at all - the company is a joke - just want you to pay as much as they want you to pay without being able to check tarriffs and prices - STAY WELL CLEAR OF THEM !!!!! a con company”
“Extremely unprofessional. Ignoring my emails, double billing standing charges, no bills received for 8 months.
A complete mess this company is.
How can they exist like this?
Customer service is useless.
Once you have a problem that's it! They are not partner to resolve it. They just want your money.
Unfortunately their is no option to give a "0" star.”
