In August 2023 I moved from a pre paid meter with a key to a modern intelligent meter. As part of this process I asked Octopus to set me up a direct debit to take the full monies owed each month, like I had set up with the other two accounts that I hold with them. I duly received a conformation email back to confirm that this was now set up and the payment would be taken at the start if each month , once the remaining credit from my old meter was used up. I thought nothing more about it until I received an email a week ago stating I owe over £1,000. I immediately emailed to seek clarification - but after 6 days, 5 emails ( to support, issues and Greg) I am still non the wiser and they have only sent one response yesterday stating that Greg's team would be in touch that day (but needless to say, they didn't). I appreciate that mistakes can be made and that I owe for the fuel used - but not responding and sorting things out after 6 days is inexcusable and heaven only knows how they would act if I had an urgent issue or being unable to pay the debt. Octopus you should be ashamed of your customer service and pathetic lack of response. - especially when you advertise and promote how good you are. No doubt my providing a poor review will provide some action - but I shouldn't need to go to such lengths and it should of been sorted 5 days ago. Update 2 days after first publishing this review and 8 days after my initial enquiry - I have still not received any emails or phone calls. On the 9th day Lewis did contact me, but only to state that nothing had been actioned, since he had been on holiday, but he would raise a complaint and personally handle it. Needless to say 4 days on from that message - I haven't heard anything else from him (I suppose he could be off sick or on another holiday - which wouldn't be surprising since he is apparently the only person in the Octopus organisation dealing with escalated issues. An update as of 29th July. On the 16th Lewis P refreshingly admitted that Octopus has messed up and he would be back to me within the next 7 days with a resolution - unsurprisingly 13 days on from the promise, I have had no resolution or even contact from Lewis or anyone else at Octopus - more hollow words and false promises from a company who does not value their customers. Don't fall for their advertising lies. Further update as of 7th August - still no word from Lewis P or Octopus since the 16th July - 22 days after he promised a resolution within 7 days.