“Dear Octopus Energy Team,
I’m reaching out with growing frustration and sadness. I’ve heard so many good things about your company — about how you treat your customers with care and fairness — and that’s why I chose you. But right now, I’m really struggling.
My gas reading has been incorrect and I was told it’s under investigation. On top of that, this month I’ve received an electricity charge that’s nearly 50% higher — even though I’ve actually used less energy. For example, I haven’t used the dryer at all for the past three weeks because of the warmer weather. I spoke to someone about this, and I was told the electricity issue is also being looked into.
Despite this, I’ve now received another forecasted bill, which only adds to my stress. There seems to be a breakdown in communication somewhere, and it feels like my concerns are being overlooked.
I want to be clear: I’m not just a customer ID or account number — I’m a human being. I’m neurodiverse, and I process and handle information differently. This situation is causing me significant anxiety and affecting my mental wellbeing. The repeated message of "we're looking into it" while still pushing out incorrect or uncertain bills feels dismissive and adds to my distress.
Please, I’m asking for understanding, compassion, and real support. I need you to pause any estimates or forecasts while these issues are being properly investigated. I just want to feel heard and treated with the care I believed Octopus was known for.
Thank you for taking the time to read this. I truly hope someone can take ownership of this and help bring it to a kind and fair resolution.”
“I’m living in flat 1 bedroom I have paid around £800 in last 4 months to octopus energy which is not fair I asked people no body pay that much and also everyone got government support I never had it I’m with octopus for 4 years now and I never had support I’m really not happy I’m going to write complain and leave them 😡😡😡😡”
“Octopus cannot change your billing / post address and will continue to send sensitive information to the incorrect address despite numerous requests to change.
I moved from my flat in Oct 2024, but still owned it. Octopus changed my account to only send my billing by post. They continued to send it to my flat, where I no longer live.
Despite requesting a change of billing address and method of billing (email instead of post), Octopus continued to send my billing by post to the flat. Every month, I have asked them to update it and despite telling me that they did, it continued to be sent to my old flat by post (and no email).
I really don’t have any choice but to leave because they can’t do something as simple as change my address and continue to breach GDPR and knowingly send personal sensitive information to an old address. Really bewildering that that is my only solution.”
“Legal theft! I joined Octopus after hearing good reviews. They set my Direct Debit payment at £110 per month as we have a 2 bed cottage it was what we were paying with our last energy provider. They came to fit a smart meter and now 3 months on we now owe them over £800!! Having been in touch with them several times to say that this is energy we have definitely not used they really don’t care and keep emailing me to pay up. I have been with several energy providers over the years and Octopus have been by far the worst.”
“Gas meter reported to be not working 1 year ago! Meter is still not working and will take another 4 to 6 weeks to resolve. This is the second time in 2 years that the smart meter has needed replacement. Octopus don't seem to be that bothered 😕”
“We've been with Octopus for several years and were quite satisfied until something went wrong recently. Our gas meter stopped sending readings and now our bills have no gas costs at all so we have no idea how much we're using. We've found their Customer Services to be useless in solving the problem, with no tangible evidence that they've done anything in almost 4 months. After more than 40 emails, several phone calls and an official complaint made, there's still no progress.
Several years ago, we had an unrelated problem which Octopus solved very quickly. So maybe they've grown too quickly and their service isn't what it used to be. Guessing though.
When the problem is solved, I'll consider changing supplier. I recommend others stay away.”
“In May 2024, Octopus Energy sent me a £200 gas bill for my first 7 days of being a customer. This later proved to be 30x my regular usage and was due to the previous customer not providing metre readings. After nearly a year of correspondence with the support team, they have barely acknowledged any of my concerns. Extremely disappointing from a company that prides itself on being the UK’s most trusted energy provider.”
“I’ve just moved into a property and I have tried to contact Octopus to set up my account. I’ve emailed 5 days ago and had no reply. I’ve phoned, got put on hold and then after 2 minutes got cut off. Emailed again and had no reply in the last 24hrs. Not a very good start when all I want to do is become a customer.”
“The customer service is dreadful, failing to approach them through email. Even in the phone call, they are still unable to explain it fluently, just repeating the same thing stated on the bills”
“Rang up Octopus energy to see what was happening with changing my account to my new address. Was told I failed security questions because I could not give the details of the previous account at my new address and they could not speak to me, would not pass me on to a manager or let me make a complaint and suggested I ring back once I could pass security 😂”
“Was told to write on trust pilot as you get a quicker response, very true, i received a email today, 2 days after writing my first review, although im still being blamed for a mistake on their part and have now received a bill of £2000, this is driving me to a nervous breakdown!!!”
“Don’t believe the hype. Threatening court action for estimated bills for a property we have never lived in. Avoid at all costs. Impossible to speak with anyone who can anything that’s off script. Been going on for months and no one can seem to solve the problem.”
