“I requested a 'Smart meter' from the first day I migrated to Octopus energy and was repeatedly given excuses as to why there was a delay. Some of them acceptable other notes much. I kept getting requests for meter reading. In return I kept telling Octopus that my meter was not showing a reading and chasing up a 'Smart Meter'. I then received a statement from OE saying I was apparently several hundred pounds in credit and would I like either a refund or have the money credited to my account? I contacted OE in November to be told they couldn't verify the amount involved until I had a 'Smart Meter' fitted but not to worry I would have a meter fitted by mid December and any monies due returned by mid January. It is now the 28th of January and I'm due to have the 'Smart Meter' fitted today. In the meantime I had an e-mail from a lady called Tyra who apologised for the delay but explained that she had been on annual leave. So when someone goes on leave disgruntled and alienated customers are just forgotten? Really. I replied to Tyra's e-mail and as yet one week later have still not received a reply. You shout long and loud about how many customers are impressed with your service, well this might come as a shock but I find your customer care to be shamelessly disrespectful, desultory and despicable. In my case you have shown a cavalier attitude to my issue. I have no doubt that if I should ever, God forbid, owe you money the attitude from your company would be totally different. Perhaps you could tell me when this matter will be finalised. I'm not expecting a definite day or month but the year it might be dealt with might be nice. I live in the forlorn hope that somebody in your company may stir themselves and sort this out.”
“Had smart meter installed in March 2020 and still waiting for a accurate bill. Many emails and phone calls, jeep getting fobbed off. Very,very poor customer service, the witch report must be fake.”
“I am the landlord of a property and I advised Octopus of the final readings when tenants left and the readings for the new tenants with a 10 day gap which I would have to cover. As I am not resident I gave them my home address , phone number and email address. They sent letters to the property and eventually a tenant advised me . they are certainly not living up to the TV advert.”
“Octopus has lost connection to my electricity meter for over 2 weeks. Can’t believe that it can take this long to establish connection. I have emailed this and the response is it’s been passed to the engineers and they will update me when connected still waiting for the update since 23rd june”
“Was switched to Octopus as they took over Co-OP in July. I had no statement at all for 4 months despite me ringing up. Then I was suddenly in debit of £185 despite never having any problems with coop. Then in January they put my account £400 in credit and said they were reviewing it and this week I'm £300 in debit! Formal complaint going in”
