“14 months of hell and now as I tried to leave, they block it and rob me the credit in my account stating 'previously inaccurate billing' despite meter readings! I will be back with the full update once I have taken this as far as I can legally. Sick to death of company's robbing my hard earned (very little) cash. MERRY CHRISTMAS!!! :(”
“So I called 3 times yesterday to set up my EV charging tariff after installing a smart meter which is great , however upon my second call it seemed the advisor I was speaking to had said it will take 7 days for the tariff to start and I questioned this and it appears she hung up on me as I was not happy with the set up and just being told to go on line and set it up . Seems very daft and a waste of my time to call for a person to person call , however the third caller , I forget her name was so super helpful and couldn’t go further for me and it was superb service in the end telling me the tariff is up and running so no issues , leaving 1star seems a bit harsh but it’s difficult as calls were ok but second one was just poor”
“Joined Octopus for the EV tariff, but have just realised that I’m not on the Intelligent EV scheme after all.
Very disappointed and very angry. Virtually impossible to transfer from the flexible account to the Intelligent EV tariff.
Asked by email how we are supposed to change to an intelligent EV tariff and was just told to go on the App. How unhelpful was that?!!
Don’t believe all the hype about great customer service. Great, it certainly isn’t!!”
“Absolutely disgraceful service which is ongoing from Octopus. They are ruining my life, causing massive anxiety, trying to get payment for money I do not owe and threatening forced recovery!
Octopus are not my energy supplier, they are asking me to pay money for energy that I haven’t used and lie, waste your time and give no real answers.
AVOID THEM”
“They are now requiring a three-month deposit and two nearly back-to-back credit checks on new customers.
I find this approach rather excessive, especially since they take their payment in advance!”
“I had an EV charger installation booked - on the day of install:
* No one had turned up or contacted me by 11am - technician or octopus
* I phoned through but the CS agent told they didn't know what was going on and would get the scheduling team to phone me back asap, I was assured this would happen quickly - I pressed this point I didn't want my day wasted.
* By 2pm, still nobody had turned up to install and still ZERO contact from octopus like I was promised
* I phone back again to be told again they didn't know what was going on but would get someone to phone me........
Finally, I get an actual call back to tell me its not happening (I guessed as much by this time) and the next available time is Jan 16th! Basically an entire month away. I wasted a holiday day to be in, I couldn't even leave the house as no one bothered to phone me that the technician wasn't coming.
Now I have to wait an entire month and I have zero confidence I'm not just going to waste another holiday day going through the same process. This is some of the worst customer service I've received. So bad.”
“I had a major panic when I thought my electricity usage had shot up by 100kWh. this month. So I contacted customer services to query this.
I spoke to Jacob who looked at my account and was very helpful. He saw where I had made an error in my calculations and very”
“Our gas/electicity display has not worked in a month since we switched to Octopus go. Apparently we're not on a SMETS2 meter which is why.
We've had octopus engineers at our property twice this year (the wait time for this was no longer than 3 weeks both occasions), who were both informed we we're going EV to octopus go (one was actually there to fit our charger!).
Neither of these engineers used their intiative and bothered to tell us that our display would no longer work when we moved to this unless the meter (which octopus manages), was upgraded.
It's now been about a month of trying to sort this out. the service is SOOOO UNBELIEVEABLY SLOW.
My advice? Try one of the new agile tariffs on Tomato Energy or EON if you have an EV because Octopus clearly aren't able to handle it!
I'm extremely dissapointed in this company that so openly states how much it prioritises customers. I've not seen that, at all.
The latest (Today) I have now being told it will be 6-8 weeks before an engineer will come and resolve this.
Octopus Energy encouraged me to switch to the Octopus Go tariff and never told me that I would not be able to gain the benefits of the overnight rate without SMETS2.
My current day rate on this tariff (which I have been informed by the staff that all of my usage will be billed at until SMETS2 is installed), is higher than my previous tariff at the moment.
It's my belief that the company is therefore profiting from mis-informing me as a customer and it is in their commercial interests to take longer to resolve this.
I've allowed 7 working days for an engineer date to be booked and if this does not happen we will unfortunately be taking this to the Ombudsman. I feel like we've been treated a horrific way so far.”
“Absolutely terrible Company
21months paid £9k+
After months of complaining, I received a credit on Friday, by Monday the credit had been removed.
Billing specialist called, then put the phone down mid call , after talking over me for 2 minutes
disgusting behaviour from the senior management team.”
“Terrible company to be with. I had a scheduled installation of solar panels & Tesla battery this week. I Was supposed to have a pre installation survey prior. But never happened! Contacted the solar team, with no reply. The day the scaffolding was supposed to be erected & just 2 days before solar & Battery were supposed to be put in. I had still hadn’t heard anything from them. I had to phone them, only to be told that they wouldn’t be installing my scaffolding that day & solar because they hadn’t done a survey. & didn’t know when they would reschedule the fitment date. Don’t use Octopus 🐙 if you want a stress free solar installation!”
“Octopus energy are a terrible company they are great until you request a refund and then everything goes downhill from there. They tell you you can’t have a refund, then when you make a complaint you are given an apology and told you can fave a full refund and compensation for the inconvenience. Then you find out your refund has been deleted with no refund to be given. And the complaint process begins again. I have no trust in this company will be looking for a new energy supplier.”
“Constant hectoring for payments on an estimated bill despite making regular payments each month. The demand for over estimated payments is nothing short of an attempt to get an interest free loan from customers, disgraceful behaviour.”
“An absolute fraud company and total bullies. Arrogant staff and harass you to agree with their actions!
I have all the emails proof of how octopus has bullied me and kept giving me misleading information at all the times. I will ensure that I reach out to every authority and put reviews all over to raise complaint regarding this matter so that people refrain to use your service.
1. Octopus has entered wrong account opening date on my account, which is misleading information.
2. The amount as balance shown is wrong!
3. I have not missed any payment.
4. Ever since I raised my complaint back in October 2022, no one paid attention.
5. No billing was received till September 2023 after November 2022 - it’s all documented as I have shared all the email but still octopus bullied for nearly a year and refrained to accept its mistakes.
6. Arrogant staff except for one who genuinely tried to resolve the problem but her manager never attempted to call me before the dead lock letter.
7. Despite all this I agreed to pay the amount as I was harassed that the status will be updated on my credit file. I still paid attention and spoke to the member of staff and offered to pay but she suggested to go for monthly payment. I was disturbed and so upset last night to see that octopus has given wrong information to credit agency which has impacted my score.
I feel bullied and harassed because despite octopus mistakes and their acceptance they made me fall into their trap. It has impacted highly on my health and wellbeing. It’s a shame that whosoever I speak with, they have the same story for octopus. I am glad that I am out of their service.”
“They failed to take the monthly direct debit amount from my bank, causing a large bill estimated to catch up the energy used. If I hadn’t contacted them myself their inept accounting service would’ve carried on messing up my account. What a shambles !”
“I was with Shell energy and was switched automatically. I have ended up in credit with my gas & electric. I have followed all the advice and enter my meter readings regularly but I am now having to jump through hoops to get a refund again. They say there is a problem with my meters but won't tell me what the problem is. I have tried to manually reduce the payments but they keep putting them back up again.”
“Octopus engineers are not doing their work properly. They told me I have 2-way meter however my prepayment was too quick in the last few months. So I contacted octopus and someone on the phone said yes you have a 2-way meter and a 2nd customer consultant said you have a 1-way meter. They say they have to come in to install a new meter. When they arrived they seemed puzzled and didn't know what to do. Half an hour later they told me they couldn't carry out the work because of some cabling issues and the UK power network needed to come and sort it out. I have asked the engineer what I have to do and he said nothing. UK power network will contact you within 12 days. The 3 weeks passed and I hadn't heard from UK power network so I phoned them up and they said they had not received any paperwork from Octopus. I then had to call Octopus back and request this to be done... Another 2 weeks down the line and UK power network finally came to see the issue. To my disbelief, they said there was nothing they could do as it was a job for an electrician. I called octopus again and they said oh ok, the engineer didn't write his notes properly. We are now a month away since their visit and nothing has been done. Ridiculous company.”
“Constantly repeated calls and emails since May 2024 with photos and measurements requested as Smart meter did not work. Promised call backs, does not happen. Here we are in December and despite a Sub contracted agent attending in May, Octopus cannot deliver on service. I am going to another provider……disappointing as a loyal customer having moved there is no interest in my custom!”
“Purchasing solar panels,battery and ev charger and found the service very poor. Because there was a delay of the DNO certificate we were left with an electric car and no ability to home charge two months after initially ordering. Currently no date for installation of anything and having to make phone calls and send emails to try and get updates. The frustrating aspect is that Octopus make a point of advertising their supposedly excellent customer service although my experience is anything but”
