“Hopeless, we've been trying to get our credit back, impossible, they are fast enough taking your money but they completely ignore any emails trying to get it back.
Go with another firm, definitely wouldn't recommend this firm.
Total waste of time”
“Very bad customer service, was promised a new IHD in June finally arrived September 13th. Now September 17th and still not working. I realises these things take time, but I have emailed them three times now just to find out what is happening and maybe get a time scale, but it would appear that acknowledging my emails is just too much trouble. Perhaps they will read this review and get back to me, but I'm not hopeful.”
“This website is a truer reflection of the utterly awful service Octopus energy provide to their customers. Trust pilot is wildly inaccurate (fake reviews). After months of incorrect charges I have now found out while the charges were in dispute they have negatively impacted my credit score. I found out after being declined a mortgage. They don’t have the ability to transfer a call or pass you on to someone that can help. Just offer callbacks which never come. I am so annoyed with these amateurs. My advice would be to avoid them at all costs.”
“Can’t get my smart meter connected so I would get the best price as I was promised
The worst part is called the customer service at least 8 times and each time wasting 30-45 minutes and getting nowhere just HOPELESS”
“All the other reviews seem to be 5 star everywhere, I just don't believe it like others have said.
Asked for a quote online as I was thinking of joining them, they couldn't find the postcode despite my neighbours being their customers. I gave them it and a photo of the meter. They told me that I wasn't a customer! I told them I never said I was and they asked for a photo of the meter twice more.
I gave them more info and asked if anyone read my emails or if it was a bot.
They replied with just an electricity quote telling me I would pay £70 pm! It was rubbish and I had told them exactly how much gas and electric I use per year.”
“If I could give one star I would.
We moved out of our property and had to pay nearly £1000 for a final bill they sent. The statement actually said final bill which was paid and now they have the cheek to send me an email for another £200.
Unless you want to be ripped off I would suggest to go with a different provider.”
“Waiting 11 months for smart meter installation. Cannot access solar tariffs until this is installed. Numerous emails, calls & now official complaint but to no avail. Will now be switching suppliers. Appalling customer service”
“You could be the nicest, politest, person on the planet and these c*nts would still know what buttons to press! I have experienced a majority of the complaints on here, too much to put into words but I most certainly would not recommend these incompetent bunch of pillocks!”
“Absolute nightmare, I've been emailing this firm regarding getting our credit back, fitting a new meter in a new bungalow, don't reply to our emails, would I recommend this company, no definitely wouldn't, go with someone else.”
“My experience with octopus energy was horrendous. They took my full pension out of my account with zero notice leaving me devastated and having to borrow money from family members. I left them on March 2024 with them owing me £1300, with endless requests to get my money, they finally paid out 2 months later. They also gave a false final reading to my new supplier, which caused all sorts of problems for me. I challenged octopus and after a long time they accepted responsibility for the false reading. This was £425 worth of energy they had overcharged me, which I waited a long time to get from them. I’m certain, had I not challenged them, I would never have received any of MY money. Please be aware of this company due to their dodgy dealings. A very dissatisfied ex octopus customer”
“Knowingly installing smart meters with In Home Displays that do not work.
By installing IHD's that don't work, Octopus can make sure that customers DON'T reduce their bills and Octopus gets the throwback from the government for installing the meters.
Engineer fitted smart meters and when showing me the in home display said, if it doesn't start working after 2 days unplug it and throw it in a draw.
Octopus Energy admit the IHD don't work on their website, telling you to use their app instead which only shows previous day's useage, so you can't see live what you are using.
That's the whole point of smart meters from the customer's point of view, to see what they are using and reduce their bills.
By installing IHD's that don't work, Octopus can make sure that customers DON'T reduce their bills.”
“We have been Octopus customers for several years, the service has been very good.
Suddenly it’s an absolute shambles. Octopus emailed an invitation to renew our fixed tariff but it is impossible to do this, either by clicking the provided link or on their website.
Calls to the helpline are not answered nor are ( numerous) emails.
We are cancelling our direct debit and finding a more reasonable and reliable provider.”
“Ongoing lack of meter connection, abysmal customer service, avoid at all costs. The latest was the last straw. Here it is. Am I happy to close the complaint?!!!!
Hi,
Thank you for attaching your detailed message and sharing your experience with us. I truly understand how frustrating this situation must be for you, especially considering the impact it has on your well-being and peace of mind.
I want to ensure that your concerns are addressed properly. Are you happy to close the complaint at this stage, or would you like to discuss further steps we can take to resolve the issues you've raised?
Please let me know how you would like to proceed. I'm here to help.
Kind regards,
Lindokuhle”
“I have been chasing very politely on a monthly basis a lack of bills and up to date usage since January without success. I’ve had it confirmed in writing at the beginning of August that my usage is now correct, however my last bill was the end of November 2023 still. I am over £1400 in credit and I’ve been promised a £1000 refund on the 7th August and when that failed Stephen a supervisor promised a refund within 5 to 7 working days and we are now on on day 12 with no refund. I called yesterday and was told that I would have to wait another 3 working days, not for my refund but for a senior employee to call me. I emailed on Monday this week and sent a chase email Tuesday and we are now Wednesday and there’s no email reply either. My advice is if you’re with Octopus control your direct debit with your bank and don’t pay them a penny more than your usage because you will NOT get your money back.”
“I moved my account to Octopus in May but my account still has not been commissioned fully. It was due to be done by 19 Aug and then when I chased in 4th Sept. I was assured it would be done that day. I have heard nothing. No replies to any emails. No success trying to resolve by phoning. Meanwhile I am pouring KW’s into the Grid from my solar installation but not being paid a Penny.”
“Had nothing but trouble from Octopus energy. They have ignored my requests for a person to read my meter, for a new smart meter and dropped my dd to a low amount. Because of their incompetence I am now in debt for a large amount. I have never been in debt with an energy supplier before and I am livid. I am a vulnerable disabled person and on benefit and this is an absolute disgrace. Stay well away from them.”
“I have been with Octupus energy for a few years now I phoned them yesterday and spoke to a lovely lady unfortunately didn’t catch her name who gave me advice about my situation and has helped me a lot
Then today I have had a postal delivery of flowers from Octopus how lovely thank you so much for your kindness and help and of course the flowers”
