“Awful company, really poor customer service, amateurs at best. Had a £1200 credit on my account and provided meter readings every month, wiped away as they'd been using estimated readings which kind of defeats the object of providing meter readings. Avoid at all costs.”
“Terrible customer service they took over from Shell and took 4 months to sort out issues and admitted liability paying us £200 and agreed a monthly payment and to put us on their flexible payment yet again they’ve messed up written to me changing our monthly payment even before the first payment at the agreed payment and not put us on the flexible plan”
“I give them meter readings 27 of each month but bills are never correct as they add extra in till end of the month without a reading from me??This month they’ve taken my payment from my bank but not applied it to my account yet
I’m looking to change supplier
I had no problems with shell”
“Joined this self opinionated bunch of cowboys last August 22. Could never get onto the cheap energy time, always busy! Came end of November 600 plus in credit. Asked about refund & suddenly they claimed a payment was missed some months ago! Also took over 300 in payments! This while days before telling me I could reduce payments due to usage. Never got straight answer & today changed but have to pay 150 to leave (glad to). Good To Know. Don't believe there image, it's all about money/profit. Good Ridance.”
“Called this company in September 2023 and fast forward 7 months, they have done nothing for me. I have lost £1000's in unclaimed VAT. They don't return emails, they don't call with updates and they charge £20 a week for this service. Owner of the company swans around in a brand new Tesla, paid for by all the Couriers she's ripping off.”
“I have been with Octopus since June 2023 and I have had nothing but the worst experience with trying to sort my account with this company. This is the first time I have had to deal with an electric company and I am appalled at the service I was provided. In November 2023 they charged us with a £1,660.53 bill for one month in a two bedroom house. When I had called to get this resolved, the customer service representative blamed myself because I had sent in a video of my meter and they had inputted this incorrectly. I asked for a complaint to be logged due to the service I was provided which was completely disregarded. They fixed the issue and then it happened again in December 2023 and this time they charged us £1,652.76. I called again to resolve this, asked for a complaint to be logged and to speak to a manager and yet again the complaint was not logged and I could not be put through to a manager. This was resolved and we were told that the payments were showing correctly. Then come January, there were numerous amounts put into our account and then numerous amounts removed which has completely messed our accounts and we cannot tell now what our usage is of our electric. Finally my complaint was logged and this has been ongoing since February as our account ended at -£915 after all the transactions they have put into our account. We have now not been billed for 3 months as they cannot provide me with a genuine answer as to how much electric we have used. I am still awaiting a call back and an answer regarding all of the transactions. The worst customer service I have ever experienced. Do not go to Octopus.”
“You will never get back any money you are owed by this company. They keep millions of pounds of customers money for long periods of time. They do this to gain the interest which is illegal. About time we all got together and started legal proceedings against this company.”
“They told me I needed a new meter installed, I waited two months for the guy to show up, took a day off work and was then told I DIDN'T need a new meter. He then left the job without explanation and refused to answer his phone. Appalling service and servicing team.”
“Octopus's boasts about being customer focused are nothing other than a marketing scam, they're maybe a little cheaper but they make it up + some by scamming you, they have a difficult to find complaints system that does nothing other than ignore you but likes to boast about strenuously resolving issues. I've had solar/batteries installed Nov 23 and after aggressively pursuing them I've earned £3.96 from it according to them as it's calculated at 4.1p not the advertised 15p. At 15p/kw my system app shows earnings of £144 from when they originally told me it was live (since denied). Yet in Feb 24 I had the same system installed on a rental property and have earned more with EON in that short time then I ever expect to with Octopus as they pay the 16.5p advertised rate and get you live without lies and delaying tactics. EON's energy costs maybe a tiny bit higher than Octopus but they're not a dishonest, immoral bunch of toilet content like Octopus”
“We own a rental property and have been trying to pay a part payment of our gas and electricity account for the last four months. We have emailed Octopus on numerous occasions asking for the breakdown, all we get is the full bill. Today 20 apr 24, we have been sent a letter from a Det collection agent saying, ‘you have 14 days in which to pay the outstanding bill.’ This is great we have been trying to pay Octopus for four months with no success. Definitely do not use Octopus worst customer services ever.”
“These are beasts working under the drugs. They couldn't accept the information about my moving house during 3!! months asking me still to pay them. They issued me bills after my leaving for£3500!! fack, which made me a lot of stress. When it was sorted out with help of CAB next one issued AGAIN next month!! I am a vulnerable person on a priority needed and the treated me like this....I don't know what to say... it's impossible to be adequate and behave like this!”
“Customer service is dreadful. Unprofessional, I actually got an email with a heart emoji. I mean really? I don't send those to my family. I've just been migrated over from Shell Energy - who I always found to be good, and my first direct debit payment went out 5 days ago, still not showing on my account. Hiw on earth they get get 5 star reviews is beyond me.”
“Were great but now take forever to respond to emails. The smart meter messed up my solar, the smart meter display doesn't work, their FIT reading link didn't work and they conned me into a fixed tariff days before they announced the April fall in prices. On the plus side the guy making a formal.comlaint out of my gripes is a tad more responsive..”
“Took Octopus Energy to the Ombudsman as my smart meter stopped working in June 2023 and they did nothing about it. The Ombudsman awarded me £100, but, my row with Octopus over my final bill means I will never see it. I decided to move to another supplier in Jan 2023, and Octopus Energy is trying to bill me DOUBLE for the last 6 months when I had already been paying my direct debit. They have failed repeatedly to provide me with a bill that takes into account of my payments. I am in complete despair with this horrendous company, and the person assigned to my case appears to be retarded.”
“Despite their ads featuring people claiming Octopus are a great company and have fantastic customer service, it is all marketing bull! They are slow and disjointed, never call back or solve problems quickly. We have now been waiting for 2 weeks for a refund from our account which has been in credit over £600 for months. Their system is poor. Why keep asking us for meter readings when our smart meter gives them hourly consumption read-outs? Come on own up to keeping customers money as long as you can for corporate financial policy!”
