“Fantastic service from Toni at Octopus Energy. I was querying the absence of a November Energy bill to Octopus by email over the holiday period and Toni responded almost immediately and had an answer for me within minutes. Excellent service.”
“I contacted your customer services twice yesterday (2 January) because of discrepancies with my account. My husband died in June of last year and at the time I contacted your help desk to get the account changed to my name. I cannot praise highly enough the caring attitude of your staff and the help given to me at that time and at a later date when I had another query. The problem this time was that the details of my account had indeed been change from my husbands name to mine and your monthly emails were being sent to my email address instead of his, but each time I logged into my account it came up in his name and not mine. This wasn’t a big problem for me as the account number and all the balance details etc were correct so I assumed it was just a computer cliche and didn’t worry about it. However, this month the balance of the account in my monthly email was differed to the amount when I logged into my account, this did worry me so I contacted your customer services. It was soon pointed out to me that the difference was simply that the balance in the email was sent before my monthly payment had been paid into the account and I felt rather stupid that I hadn’t worked that out for myself! So that was my query easily sorted out but then I mentioned that when I logged into the account it was still in my husbands name and could that be sorted out, the lovely lady I was talking to couldn’t have been more helpful, unfortunately I don’t remember her name which is a pity as she was very intrigued as to why that was happening because at your end everything was in my name, as it should be. After some discussion she said she would remove my husbands email address from the account. Then I tried logging in and I realised that what had been happening was that when I did so my iPad automatically entered his details, as that is how they were saved on the device, and that is why I was being logged into the account in his name, because once his email was removed from the account it was no longer recognised and I had to enter my email address and register a new password and that successfully logged me into the account in my own name successfully at last! It was completely my own fault for not realising I should have changed the log in details to my email address when I applied initially to change the name on the account. So thank you again to your customer services team for helping me solve a problem that was my own fault, I am so sorry I cannot name the person who was so helpful to me and hope you can track who she was using your own records. I should add that after successfully logging into the account and entering my monthly readings, I then made a second call as the balance of my account was changed and I just wanted reassurance as I hadn’t noticed before that the readings were applied instantly, and I spoke to another of your customer service team who was equally helpful and reassuring. I feel rather foolish as it was obvious what had happened but at the time I just wanted to double check that the changes to my account had all gone through successfully and that everything was in order at last. I would like to send a big thank you once again to your help desk, as they were so helpful and did not answer my worries in a patronising way, as in the past they were helpful and reassuring in every way and I am extremely grateful for that. My husband changed to Octopus when we heard only good reviews for your company and I am extremely grateful that he did so because when he died and I had so many accounts etc that needed to be changed to my name, your company was outstanding in the compassionate way they helped me at a very painful time, and they could not have been more helpful in any way and once again yesterday they helped me once more with the same caring attitude, top marks to Octopus again!”
“Terry S provided a first class Service, it’s just a pity that other companies can’t match the level of customer care that Octopus offers. Happy new year Terry.”
“Contacted Octupus to discuss changing our gas tariff to a particular tracker rate from April 2025 which we already had re our electricity. Joseph Reader worked extremely hard to find this particular tariff which wasn't easy as he had to sift through a lot of data. He eventually located the information and sent us details of what was available. A splendid effort on his part. Well done Octupus and Joseph.”
“Jess was very helpful when a direct debit went wrong over the Christmas period and explained everything very clearly and gave us the options we could take to get it fixed.”
“Lauryn at Octopus Customer Service was so quick to reply to my email question about price caps and guide me on to a new tariff without any penalty. When I had a glitch with my computer she actioned the new plan for me and changed my direct debit as requested within seconds. Perfect service from her!”
“I would like to give very positive feedback for Mr Joseph Reader, who handled my enquiry efficiently and professionally today.
He was genuinely friendly, helpful, easy to deal with, and sorted everything out quickly. I am very happy with the tariff I moved onto, and providing my final gas and electricity meter readings was straightforward with no issues at all.
Overall, a smooth and excellent customer service experience. Thank you, Joseph.”
“I waited a short time to speak to a representative of Octopus. I find this is incredibly the case. I spoke to Toni who very quickly answered my query regarding tariffs.”
