“Was moved to Octopus years ago have never had any issues with them. Seems from others experience rapid growth absorbing customers from failed customers they could have coped with better. As to smart meters they have accepted my not interested in the flawed 'smart' meter role out,cost imposed on all of us through our bills. Feedback here seems at odds with the Trustpilot and other online feedback. several I know with Octopus find them acceptable”
“They took money from my account for 12 days usage I was out of the property for gas. Boiler was off as was the hot water. Such an easy situation to explain however they are refusing to credit the fees back in full. Shows you all how much more stolen money they have to risk customers going to the ombudsman for what would be pennies to them.”
“Dreadful customer service. 7 months and my £3000 electricity bill for 4 weeks is not sorted . Moved into bungalow after seriouse health diagnosis. 4 weeks later Boom . Despite paying monthly as well. I was also an existing customer for years . Apparently there were 2 meters (there wasn't) . Had new smart meter fitted. All was well for a few weeks . Dept was removed. Last week there it was again. Spoke to Caroline, dept was removed. Next day it was back again. They asked for pics of meter because they said they didn't know when the dodgy one was removed ! It may have been another company who removed it. Luckily there's a great big sticker giving date removed by OCTOPUS 🐙.. The stress I'd Dreadful. Oh and had an estimated bill for £2800 on new meter when digits were 00455.Laughingly they said I'd used less electricity than estimated . Beggars belief . They didn't make me happy”
“I have sent 17 emails, had various assurances and still they havent set up a new account in my name - indeed they contacted my husband instead and have failed to remove details of a property I sold eleven months ago”
“One of the worst energy companies I have ever been with. They over charged my account by £2000 and claimed it was because I had never entered my meter readings monthly even though I did. When I tried to call customer service to get it sorted they hung up on me, and I tried emailing serval times and got ignored until I threatened legal action, which is when they conveniently got back to me. When my solicitor contacted them they also began not responding to him, until I got a email declaring there had been a “mistake” and the amount owed was £0. I truly don’t understand how this company can claim they are the best when they’ve done nothing but scam and ignore people. And even now that I have proof I owe nothing, I’ve been getting scam calls nearly everyday on the behalf of Octopus Energy claiming I have an unpaid bill.
They are unreliable and thieves, every person that I have ever spoken too about octopus have the same stories and EVERYONE is always somehow in credit on their account, even if you manage to use no power at all.
Would give them 0 stars if I could. Save yourself and don’t go with them.”
“They fitted air scource heat pump. All the members of the team who did the work were pleasant, tidy, clean and efficient. They cleaned up every day before going home, they treated us and our home with respect, and made us feel special. We are pensioners and have had difficulty getting to grips with the system, ( although everything was explained at handover) but a phone call brings someone out the same day, to help us. Usually a problem on our side. Fantastic company.”
“Been with them since very early days - WERE a great great company doing things differently…..maybe even thinking occasionally and the customer service was rapid…..almost instant.
I recommended to everyone.
Then came the government bailout, bulb acquisition, big expansion…….then came the usual crap…. They changed as a company.
Bills are inaccurate and not clear.
They bill twice for things then say I can’t read a bill…..yet clearly states I’m being recharged for same period???!??
Nothing is clear.
I’m in credit yet they always want to put my payments up?!?!
If I ran a company like this Hmrc would shut me down as the figures are guess work…
How can they pay tax on figures they make up?!?!?
They now act like a bank….
F*** the customer must be the new motto…..
Unfortunately still better than most other companies but please do research and look elsewhere.”
“Horrendous company. Landlord tampered with our metre and they refused our evidence and said we had to pay the extra usage as there wasn’t enough evidence DO NOT GO WITH THEM RUN BY 12 year olds!”
“One of the worst experiences forever and third class customers support, booked appointment for meter reading and check although no one came and when I called they don't know anything. Especially took leave on 5th Nov which day the appointment was done by them. Don't go with this company”
“Hi dtill having problems with octopus over sending me 2 bills for same month demanding psyment for of them they just dont listen to customers i have enougj now thnking of getting shut of them not good company uselesd staff 8”
“This company rip people off I had a smart meter with them the property has been empty for 2 years at the start I had a credit of £276 and because the property was empty every bill Octopus sent me the amount due was covered by the credit I had till the day I sold the
flat.
In my final bill I was in credit of £164 when all of a sudden octopus sent me an email in which they stated I was due to pay £175
Got in touch with customer service and their explanation was that my credit for two years was a ghostly imaginary credit that was showing on the bills but didn’t exist after my complaint and a multitude of words that didn’t make sense the lady on the phone said they were willing to close my account without me paying anything when my final bill stated I had a credit of £164 that they would refund me
I refrain to express my colourful thoughts about this company but I felt like I was literally robbed
Ps kindly notice Octopus energy you have lost 3 potential customers that were ready to switch from British Gas to you”
“This is my second review and this is to complain again about the energy bill that that they've sent me which is still incorrect still no refund one year two months later they've altered my bill and given me a far less and charged me during the summer months for electricity that I never used when in fact they had feed in from my solar panels all through the summer and they are just conning me and other people as wellyou
i suppose I'm now going to take legal advice regarding how they are going about thare dishonesty if you owed them money for over one year and two months I don't think that they would have waited that long to get their money they would have soon taken you to coet long long before then but not them they can take all that time in the world and not even bothered with you just be warned do not go there with them you'll be in the same boat as me”
“Impossible to cancel account. A month prior to leaving my rented accommodation, due to term being completed, I called the company and spoke to an agent. I also canceled my account on the site and had the agent confirm it was done. Despite this my account has been reactivated and I am being billed. The company refuses to cancel account.”
“STAY CLEAR OF THIS COMPANY, BY FAR THE WORST ENERGY PROVIDER!
SENT ME A FINAL STATEMENT TO SETTLE THE ACCOUNT OF £450 WHICH WAS PAID. MORE THEN SIX MONTHS LATER THEY HAVE EMAILED AND WRITTEN TO ME EXPLAINING ANOTHER £450 IS OWED AND IT WAS NOT OUR FINAL BILL DESPITE SAYING FINAL BILL! EQUALLY THE REASON FOR THE CHANGE OF PROVIDER WAS THEY CHARGE £0.42 PER KWH OVER MOST ENERGY PROVIDERS AT £0.24.........DISGUSTING COMPANY!! AVOID AT ALL COSTS!!”
“Can I strongly advise anyone who buys an electric vehicle to not to go with @OctopusEnergy, there customer service is a shambles. They will not call you back, they takes days to message you and no
Manager calls you even when you are told they will #beware”
“Poor service
Smart meter not working but refused to change it
App not updating anything. The last bills are from May 2024 on the app
Wrongly changing on estimated bills on a property that I am a landlord for.
The list goes on. Each email sounds encouraging but no action is taken
Will be changing companies”
“Started the process for the GBIS (Great British Insulation Scheme) over 5 months ago. So far nothing has happened at all. Massive delay in email replies. Just been told I am now on hold with no time scale to start. Frioends have had full work completed in the same time.
Really poor customer service”
