“The company is totally out of control its gone to to big. I have been trying to resolve my gas and electric meter readings 12 weeks now still ongong.
JOHN VASEY”
“Sorted out fixed price conundrum for us and explained about the difference in Gas and electric fixes ie you can switch out of electric with no penalty however, gas switch back ti variable would cost us £50.
The only issue I have is that octopus quick to show what we have spent but not too quick in reflecting what we have paid. We paid DD 26th April so balance should reflect this but it does not. Still shows credit of £229 when should be £329!”
“Spoke to Ben, I am a new customer with Octopus, Ben explained how I was billed very well, he gave me all the figures and prices for Electric and Gas I asked for. Ben explained to me very thing I wanted to know. Ben was very polite and professional.”
“Very helpful in my enquiry. I’m just sorry that I have to leave (new build house and BT has be used for the first month) but I’ll be straight back with the addition of solar panels and charge point already in place”
“AVOID AVOID AVOID
AVOID AVOID AVOID
1. They do not know what the MPAN (Meter Point Administration Number) of the meter is.
2. They do not have the correct address on file.
3. Each agent gives different and conflicting information.
4. They do not communicate properly.
5. I was told a manager would call me, but this never happened.
6. They said an engineer would test the meter, but no one attended.
7. They switched my energy supply without my consent.
8. Calls are ended abruptly or I am hung up on.
9. I am frequently put on hold for long periods with no resolution.
10. They promised to adjust my bill but failed to do so.
11. They say they are working on the issue, but then take no action.
12. They say it will take a week, but it takes several months.
13. They claim they cannot transfer me to a manager, yet appear to speak to one nearby.
14. They say they have not received documents when they have.
15. They promise to call back but never do.
16. No action was taken until I escalated the matter to the relevant authorities.
17. Even when I sent a meter photo, they said they did not understand the MPAN.
18. Their staff are not professional.
19. They do not know how to properly handle complaints.
20. They do not have access to accurate records and rely on incorrect information.
Overall, this has been a very frustrating experience. The level of service is unacceptable, and the issue appears to be deliberately ignored rather than resolved.”
“I have been with Octopus for three months now and I have had little to no support with an ongoing issue. Currently being charged £300 per month for a one bed flat, I live alone and I’m currently only heating one room part of the day. They installed a new metre last week as they said I needed one, now the app shows nothing, emails ignored for days and still no response and no closer to understanding why this is double the amount I should be paying. Incase you think I’m making this up, take a look at my last three months bills.
Jan £301.47
Feb £313.09
March £342.20
I’m absolutely on the edge with it
1 x washing machine used once per week
1.5k heater used on lowest setting for half a day
1x small lamp
Hallway light used to access bathroom
Ninja air fryer”
“Ben did a fantastic job of resolving the issue I raised with the ombudsman. After 2 years of being let down, it was a huge relief that Ben took over the handling of my case and went above and beyond to repair years worth of being let down. He handled my case with professionalism and most importantly humanity. Ben was always swift to reply to emails and took the time to call to keep me updated on the case. Nothing was ever too much trouble and it was clear that Ben had a detailed understanding of the service, so was able to provide accurate and detailed advice in relation to resolving my issue. My only wish would be for all customer service members to be as highly trained as Ben!”
“After trying countless times to speak to a sales advisor on purchasing solar panels and moving to them, was met with endless call disconnections, waiting in a queue to only get to number 1 then be disconnected or returned to the main menu and when emailing the, being called by a completely different name. DONT TOUCH THEM as they good customer service marketing is a load of TRASH! I wouldn't even give them 1 star but its the only way I can write this review!”
“Wouldn’t even give them a 1 star! Absolutely appalling customer service!
I sold my house and it was empty for 6 weeks and they charged me £150 electric - I asked for proof as the house was empty! They then have wrecked my credit file and put 3 missed payments on even though I’ve made a payment! Refusing to take the missed payments off even though I’ve shown them proof it was them!!
Absolutely disgusting”
“I was informed by an Octopus employer that one of their sales representatives, George, has allegedly falsified reviews to earn Octopoints. I understand that management (Greg and Paula) are aware but have not taken action, reportedly because he is a strong salesperson and trainer. This raises concerns about the reliability of reviews and business practices. I have reported these suspicious reviews to the CMA.”
“I was informed by an Octopus employer that one of their sales representatives, George, has allegedly falsified reviews to earn Octopoints. I understand that management (Greg and Paula) are aware but have not taken action, reportedly because he is a strong salesperson and trainer. This raises concerns about the reliability of reviews and business practices. I have reported these suspicious reviews to the CMA.”
“The wheel of fortune is set to fail all customers. Intentionally made to make you feel you have a chance , but you never win. Even supermarkets provide a little something to their loyal customers. Instead of boosting your ego with stupid ads on the radio on how great octopus is a company star thinking more of your customers and give them a fair chance to win something.
Hope the leadership of this company see this review.”
“Ben stepped in and really helped after a very long stressful year with many errors on the account following the passing of my late mother. Thanks again!”
“As usual excellent customer service. Ben was so helpful and resolved my query efficiently.
I am so glad i moved all my accounts over to Octopus much better.
Many Thanks”
