“This is a review in 2 parts, the first part is regarding the contact, Kainaat, who I cannot praise enough. She would easily score the full 5 stars due to her outstanding customer service. She was polite and knowledgeable and extremely helpful. An asset to Octopus Energy in every way.
The reason that I gave a four star rating is due to the contact process. As I had lots of questions, I wanted to speak to someone who could resolve my queries (Luckily I got through to Kainaat who as stated earlier, is fantastic). Using the website, I tried in vain to find a number for the switching service. In the end I gave up and emailed the team asking for a contact number. A very swift response via email gave me the number which I called. After just over 9 minutes on hold, I got cut off. 6 minutes on hold and the second time I got through. So, to summarise, your staff are great, but contacting them was terrible. Kainaat has saved you from a 2 star review!”
“Initially I was not very happy as Octupus charged my credit card 3 times for one payment due. This then took a number of email exchanges and some time to get corrected, however Jamie-Leigh persevered and kept me up to date with how the corrections were going. Unfortunately a further error was made but this is in process of being corrected and I was offered a small goodwill amount so I am feeling happier. However as this was my first interaction with Octopus it didn’t feel like a very good start.”
“I spoke with Lauryn🐙 about power outages following an EV charger install. Lauryn took the time to get the correct information and explained the cause, she told me the solution Octopus would provide if the situation continued. That was followed up with an email about switching tariff, and when I asked a question about the email, she responded promptly.”
“I accept technical issues can occur/ mistakes happen in any What is important is how they are handled. In the case of a technical issue with billing Octopus was exemplary. Excellent customer service advisor Mark H COV10”
“Excellent customer service from Jamie-Leigh. She was super understanding about our neurodivergent needs, while being patient, kind, compassionate, and sorting everything out quickly for us. She explained everything clearly and followed up immediately. We need more people like Jamie-Leigh in the world. Thank you :)”
“Connor’s level of service was excellent. He was courteous, well informed and help me find the best way to get connected with Octopus Energy and it was all sorted with one phone call!
Thank you!”
