“Terrible service 6 months constantly chasing for smart meters as disabled can't access to read final got gas electric already done and engineer didn't connect to service and ihd wasn't connected and customer service was someone in new Zealand no good to me different time zones and they can't phone you”
“Where do I start, I will say the customer services is absolutely shocking.
I contacted Octopus in December 2023 and advised them I would like to change over to a prepayment meter.
Scheduled an engineer and this was installed in January, the next day I emailed Octopus and requested for them to change the service over.
I received an email on the 30th January to advise this was completed and the tariff had now changed to a pay as you go.
Also requested for a gas & electric key to be sent out which they agreed to via email.
I went to top up and to my surprise the changeover of Tariff had not been done.
I contacted Octopus again on the 7th February 24 informing them of this, they apologised and said they had reapplied to get this sorted.
Subsequently received an email on the 8th February advising for the 2nd time that the tariff had changed.
Long story short 16 emails not including phones calls and the tariff has still not been changed over to date. They have been charging me even though there are 3 email confimations advising this has been done.
I called them again today spent 42m 09secs on the phone asking why 8 months later this had not been resolved it disgraceful.
She did however admit that it was not a good service that i have received and that she has seen a lot of correspondance from myself to Octopus regarding this and that i have constantly chasing them.
Octopus seem to respond when they want its shocking!!
They offered me £100 off the bill I said absolutely not it was an insult as i had done everything I needed to do and followed the predure, the imcompetence was on them solely.
She then offered me £150.00 and said this was the most she can take off.
She asked if I can fill out a form and i said no i have done this 3 seperate times and they will no longer waste my time.
Let me speak to a Manager and or raise a complaint which I still will do as I have plenty communcation chasing Octopus weekly & monthly to no avail.
She manged to switch it over manually she said so lets see (4th time ) she advised she will call me on Saturday to see if all went well.
I will be back on here if it has not been resolved.”
“Has anyone had a steady meter reading then all of a sudden had an massive increase in usage for no apparent reason. Well i have and i believe it to be faulse nothing in my property was different yet my bill and usage doubled in a month impossible as same appliances being used the same way we are habitual in how we live, yet they told me it must be my appliances yet once i complained my usage on that day went back to normal. odd don’t you think? well so do I and they don’t seem to want to explain it or help other than it’s accurate but it isn’t. how can you go to triple your usage yet your doing nothing different.”
“I had ( still have !)several questions that l would like answered before changing to Octopus .
No response on telephone helpline . I suspect it is unmanned.
A generic response from an email which gave no information at all .
A generic text message arrived giving me link to sign up with .
None of the above provided answers to my queries that only human interaction can provide.
I like the claimed ethos of Octopus Energy but as far as impressing me enough to sign up with them they look like they are failing at the first hurdle.
Terrible customer service!”
“IF I could give ZERO stars only!
Worst Customer Service. Complaint from Oct 2022 still not resolved.
Direct Debit Indemnity not disputed - then making excuses of data protection (laughable). This is from Exec level Team Leader so he says.
App disabled and wont allow DD amount change.
Very elderly customer left to pay higher charges as a result.
All started with meter readings not being collected from Oct 2022, of which Octopus were aware and despite making contact to question estimates in an energy crisis, OCTOPUS failed to do anything.
2 missed appointments to replace Meters. Yet still fail to compensate.
Wasting annual leave to wait for engineers.
Not sure who got paid on Trust Pilot to give 4/5* reviews.
Simply causing severe distress with asking repeatedly with went wrong, what to do to resolve despite NUMEOUS EMAILS/RESOLVER platform used (staff claimed they do not use Resolver then why was I able to lodge a complaint I wonder?
Just untruthful staff and not sure how they and Greg Jackson (CEO) sleep at night with a clear conscious!)
Horrible continuous experience, They do not learn from the ONE STAR reviews here obviously!”
“Not paying me export for my solar usage. Also built up credit of £300 when I asked for a refund they asked for a meter reading (although they have this as live readings) then my credit disappeared and in debt by £400! Which they said to pay in full within 2 weeks. I'm a single mother and full time carer of my son
Disgraceful company!”
“Even one untrained customer service rep can give a company bad reviews. In this case, it’s Elysse. YOUR personal character should never be displayed in the emails you send to customers. Best to get training from your professional colleagues and keep your emails to the subject which your employed by Octopus to discuss.”
“Terrible customer service. I made. Complaint to go through their complaints procedure and my complaint was completely ignored. The response I received to my complaint t did not make any sense and totally disregarded my complaint.
I have now moved to a new energy supplier. ,”
“They increased our monthly payment by e.mail and we are unable to change it for current month, we are well in credit! Able to adjust back to what we were paying for the month after, but basically they are ripping us off, not what they used to be!
Very poor and the website contradicts itself.”
“Simply the most infuriating example of incompetence I’ve experienced in my life. And I’m pretty old… No responses to any of our questions, unable to explain why they billed us £230 a year after receiving a final bill. Then after 3 days of not responding to one of their emails they cancelled our complain and threatened us with debt collectors. There’s too much to note on here but I will avoid for the rest of my existence.”
“Octopus were you excellent until something went wrong - had absolute nightmare trying to get economy 7 to work. Countless incompetent meter engineers, customer service arranging times to call back and not honouring the appointment. Then I’ve been financially penalised for their incompetence. Taken 9 months to sort.
So avoid if you’re using economy 7 - they charge you day rates for using night time electricity. Painful painful experience.”
“So, let me tell you about this crazy situation I found myself in. I had invested a significant amount of money in this company, thinking it would be a great opportunity to make some extra cash. But then things took a turn for the worse, and suddenly I couldn't withdraw my funds and they could not give me a reasonable reason for that other than asking for my personal information which is kinda weird. I was freaking out, until a friend recommended Mrs. Charlotte Scotte and her remarkable team to help me out. Let me tell you, they were lifesavers! They worked tirelessly to retrieve my money from the company, and after some back and forth, I finally got it back. I can't thank them enough for their expertise and persistence in getting me what was rightfully mine. It was definitely a lesson learned about doing thorough research before investing in anything, that's for sure!
You can contact her via
email: charlotte...scotte....24....@.....gmail.....com”
“Haven’t had a bill since January, they’d lost one of our direct debits, referred this to the energy ombudsman, eventually they reimbursed our account plus compensation. Our main meter and smart meter haven’t worked for three months now, my wife had time of work for engineer visits twice never turned up, third visit last week, the engineer left without resolving the issues with meters, so we still don’t know how much any we’re using and how much octopus owe us in SEG tariffs, now I’ve referred this to the ombudsman as well.”
“bad customer service.
Slow response in email and cannot reach a person on the phone because they were having a training and the whole customer service department is off line for a whole day on a weekday.”
