“Our property was flooded during storm Babet on 20.10/23. We had to leave our home immediately, the house including the underground gas metre & electric was turned off by the fire service who then condemned our how. We had to take a rental property via our insurance which was not ideal for us as our son is disabled and the rental property is not adapted. We had no choice other than to accept it. I have kept Octopus fully updated throughout the 10 months we have been out of the property so they are well aware. Our metres need to be checked before we can move back home. According to Octopus there is a 6 week wait for an engineer visit! Our metre is a medium flow metre and requires a trained medium flow engineer to visit. This morning Octopus has told me A. It’s not a priority B. There are no medium flow engineers available to attend our property! Absolutely disgraceful…how do these companies get away with such poor service? So disappointed I really do not know what to do now.”
“Incompetent, condescending, threatening, intimidating bully's!!!!!
My account was taken over from Shell. After three months, I had not had a bill. (I normally pay quarterly on receipt of the bill so was not concerned)
I chased them for a bill and was told that the meter readings that I had submitted did not correspond to the ones that they had on file and had been referred to the fraud team!
After I made a complaint, the issue was sorted and I was given a large bill for the four months that I had not paid.
Three weeks later, another bill!!!!
The telephone call was handled badly as the operator only wanted to read the screen and not talk to me. All that she demanded was instant payment there and then on the phone. When I refused as it was 10 weeks to early, I was told that it would be referred to a "third party!" I pressed to have the phrase clarified, the best I got was "an outside agency", she just could not bring herself to use the word Bailiffs, which is clearly what was meant! She did state that it would adversely affect my perfect credit score.......whatever that is!
After calling them to sort out the issue and there heavy handed intimidation, I reluctantly agreed to pay the bill one week after the call just to get off of the phone as I was at work and could not justify the length of time I was being held there to extract the money from me.
Since that call I have been phoned on my home phone at least twice a day every day.
I did not ask for this supplier and cannot recommend them in any way. Needless to say, I am switching away.
Avoid at all costs!”
“Do NOT use Octopus. Shocking customer service. Incorrect billing. Empty, property using less than 2 units per week apparently costs more than when someone was living in it!!!! On email 31 trying to sort it out. No one reads the emails just standard reply’s with no help. Could’ve been sorted very quickly and easily if someone had bothered. Customers have a choice of who they use and I recommend using British Gas / electricity far more helpful”
“Terrible company. Insane estimated bills , wrong tarrif applied from beggiing, solar and heat pump tarrif not applied, requested many occasions, always excuses. Hell on earth company to deal with . AVOID”
“Their billing and administration is an absolute joke,they haven't a clue what they are doing.
Claimed two direct debits in the same month, been a nightmare getting this sorted - useless outfit”
“We were transferred to Octopus after Shell were acquired by them.
We were happy at first as we only knew them from their slick marketing.
We were shocked to see our overall bills go up, their terrible and confusing presentation of the bills and MASSIVE "mistakes" - we were charged 6 thousand pounds for one month of electricity, completely obvious that it was an error when looking at the track record and their reading.. but was not rectified and had to be drawn to their attention through a Complaint. The new bill is completely confusing and still carries big errors, claiming we owe over 1 thousand still.... (funny how the "mistakes" are always in their favour!??).
It is totally unacceptable that they can do this and leave it to waste customers time, without compensation to go through an correct THEIR mistakes!
TERRRIBLE COMPANY - AVOID”
“Have you heard their hilarious radio adverts? " You're absolutely brilliant"; You're what an energy company should be " 🤣🤣 They're obviously not customers.”
“Horrific company. Ridiculous charges - got moved over automatically from shell. Have been billed ridiculous amounts multiple times for the same time period and the customer service team is useless.”
“This is the worst and useless energy supplier. We have been supplied by octopus barely a month, and the bill is so huge especially in the summer , when we tried to speak to them they don’t listen and disconnect the call on customer. The company who don’t have time for their customers shouldn’t be running at all.”
“The same as Bill Hughes, paid £500 to Octopus for a Heatpump survey in January first date in March they didnt turn up and promised me £30 compensation,. In April two engineers turned up (a senior technician training another) after 4 hours all was OK and then the following week I had to have another survey and was told I could not have a heat pump. Still trying to get my £500 back that they said they could not find”
“Smart meter installed stop working after 2 months, an engineer came out and didn’t have a clue how to fix the problem, we are now waiting for a date which has been over 6 weeks for new meters to be installed. Mean time Octopus have put us on a standard rate which means as a customer being penalised and paying more for our electricity due to the equipment Octopus installed.”
“I tried to take over the previous tenant's energy supply contract for our company on a recommendation. I was also contacted very quickly by Octopus asking me to register with a customer account. I ended up trying this for a total of 5 weeks. During this time, I received a total of six letters after two weeks saying that the first bill for £29 was outstanding and that I should log into my account to pay it. After a further 18 emails and 14 calls from me, I was told each time that I simply had to log in with my email and a password. When I complained that I kept getting the message that this was not possible because the email address did not exist, I did not get a sufficient answer, but instead a link to reset, which of course did not work. In the meantime, I have found another electricity supplier that was 20% cheaper and where registration was completed within 10 minutes. The customer service there was excellent. Three days ago I received an email from Octopus saying that it was a shame that I was leaving as a customer and whether I really wanted to risk going to someone whose customer service was probably much worse and whose prices were much higher than theirs….”
“This must be the worst energy company I’ve ever experienced, The repair side of this company are useless, I have been waiting to have an electric meter problem repair nearly three months,(no hot water)after visits from two so called electricians and now I have no power in my home! After another one came yesterday. I will be changing my energy company asap.”
“Everything was good until we had our smart meter upgrade. The display doesn't work and after repeated calls and getting absolutely nowhere I've given up. I cant see how much energy Im using now and haven't been able to since the 9th May. Will be moving to another provider come August. Used to be British call centers now it's not, so definitely lost in translation because there is zero communication. Stay clear. Terrible company and abysmal customer service.”
“Suddenly received an email from Ophelos, a collection agency regarding the outstanding balance on our account. Told them to F.O.
Octopus Energy - I HATE them with a vengence”
