“Now changed my billing set up ,new Go Cardless system cancelled my direct debit, numerous calls and no one could tell me why. One part of the system said it wasn't cancelled and one said it was.
Had to call today to get confirmation of the new billing system which I've gone to which means I pay my bills when they are due . I refused to set up another Direct Debit and my bank advised me not to do so.
I've been a loyal customer and I am currently disgusted at the downturn in customer service. Like many others I wasn't aware a new system had been introduced.
You need to address problems when the fault lies with Octopus not keep sending emails telling me I have cancelled my Direct Debit . Although now I have, I no longer have faith in Octopus Energy and I certainly don't trust this new system . which according to your staff , seems to have a mind of its own.”
“We are still being billed via estimated readings after almost a year now.
Octopus staff have been and continue to be very good at responding to queries or complaints in a professional and friendly manner and I just hope they can resolve the issue now.”
“Have been a customer for octopus energy for 2 years. Recently fixed tariff ended was an intelligent go to. But now they don’t even have my tariff details so I can’t even signup to any of their tariffs. Customer service have been absolutely useless. Standard response is I don’t know why you can’t see a tariff or resign to octopus intelligent go. Been charging me standard rate for the last two months whilst sending me emails indicating I am intelligent go.
Asked to speak to a manager and they cut me off. Just can’t get the customer service these days… very very poor.”
“I have not had a bad experience Kai at has just transferred my bags account to octopus. This box came when I pressed to give my review of service, here goes, Kaina at was friendly helpful and very pleasant, everything she did for me was completed efficiently.”
“The Customer Service was very helpful but as I am a new user and contacted Octopus Energy through a referral from one of my friend, so I & my friend should be getting the referral bonus but was rejected by the executive stating that the property is already having Octopus connection from the previous owner. But that is not my fault right I am a new user to YOU and got a new connection through referral, so I & my friend should be eligible for Referral bonus.
Earlier, I was NOT aware of Octopaus as a service provider but my friend said it's good then I though of contacting you. If your policy is to make excuses for NOT giving referral bonus then I will NOT refer any one in future.”
“Not getting any response to 3 emails, one sent to CEO.
Most staff try hard but doesn't make up for total silence from emails. Highly frustrating and spoils the good reputatiin that Octopus has built up.”
“Faulty gas meter
We reported a faulty gas meter over a week ago and noone is responding with a date to have it replaced. All they do is ask for a new video of the noise despite and to contact the emergency number. (only available by email at weekends) The emergency team say someone will be in touch to advise a date to change it. Terrible service.”
“After several years with two energy accounts with Octopus at 2 properties I have had to close both accounts in the last 18 months. 5 years ago Octopus were very good but their service levels have deteriorated significantly since then as they have grown larger and obsessed with eco extreme aspects of energy supply (often via their CEO who is aligned to Milband) rather than concentrate on what matters to customers. I have received several significant "goodwill" payments to compensate for Octopus repeated failures but have finally ran out of patience with them. Living off past reputation would be my asesment of Octopus.”
“I invested $65k with Pocket Option, and they refused to release my deposit and profit, then was asked to verify my address which I did, 2 weeks down the line, I didn't get my money. I kindly ask anyone who reads this review not to invest on this platform. I was able to recover my money by getting in touch with mustangggrc @ gmail. com. They are highly recommended by me. They helped me recover my lost fund which was taken from me by those frauds.”
“I had £950 credit in my account and asked for £400 refund. I was informed it would take up to 14 days to receive. After 16 days and no refund I tried to contact Octopus but found this virtually impossible and was stalled at every turn. So, I’ve left and will never go back. Now I’m having trouble, yet again, to get the new and final refund returned. I would love to know how much credit they have from all of their customers and the interest this accrues each month.”
“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.”
“They were good, but have been absolutely useless with my gas. My gas meter was broken and I couldn't get a reading, they decided it was reasonable to charge me double what OFGEM recommends for a house my size, this obviously put in into the negative, charging nearly £300 for gas and electric each month and they still were saying I was using more than that. Finally got the meter fixed in July, showed them a breakdown of how much I actually use, as well as submitting meter readings. I was told they would manually review my account and should be sorted by the 10th of October. I emailed on the 10th and I've still to hear back, nor has anything been updated (or a rightful refund been given). I've just changed my tariff so I'm not hit with more insane price increases and they've made it that I have to pay an extra "catch up payment" until March next year, making me pay even more now than I was! I'm absolutely furious and would seriously advise against going with octopus if you think you'll ever have anything to wrong with your gas or electrics (although we all hope it doesn't). I thought they were meant to be good with customer service but it's been lackluster and I've been left waiting for weeks at a time with no correspondence.”
“When I first joined Octopus 3 years ago the service was good and I received monthly bills. Over recent months I have been receiving up to 3 bills a month based on estimated readings. Customer services ere patronising and advised me that I have a responsibility to provide regulars meter readings. I advised the reminders had stopped
and was told the tech team would be notified. So far between mid sept and now I have had 4 different bills. 2 based on estimated and 2 based on actual readings. I recently paid a bill following submission of a meter reading. Customer service confirmed I had received an adjusted bill which factored in my updated reading. I duly paid this and less than a week later received another bill for an additional amount ? with no explanation as to where this additional amount has come from. My queries to customer service appear to fall on deaf ears and I have been now advised that I must provide regular meter readings and this will slow down the estimated readings and subsequent bills - please help this make sense. I have stopped my D/D as in no way am i allowing Octopus to take 3 or 4 payments a month out of my account. Sadly I am now reviewing other suppliers.”
“Decided to try and apply for one of the electric blankets gave up when they wanted to know everything apart from what I was eating for dinner that night.
How on earth do you expect people that lack capability on internet to fill in this extensive ridiculous firm. I went and purchased one as it was less than £20 and I didn’t need to answer questions that were irrelevant to my needs !”
“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.”
“My wife plugged our electric car into a public charger at work 20 miles from our home and home charger, leaving it to charge during the work day on 1st August. Intelligent Octopus Go cut off the charge and established an overnight (off-peak charging plan).
Octopus' response is that its system recognised the plug in and that the car was away from home, and that the charge was prevented and an off- peak charging plan was created but says that as far as they can see everything was normal.
At the same time Octopus says that it only controls charging sessions when the car is plugged into a home charger at our home via Intelligent Octopus Go and doesn't control charging away from home.
This creates several questions, and has deep legal implications which, so far, Octopus is sweeping under the carpet.”
“My husband died in June 2024 and I gave information of new bank account details for payment of direct debit, but Octopus requested sight of his Will before they would change the name on the account. They are happy to take my money but not change the name. This is totally ridiculous.”
“W H D only half amount paid, asked for the complete payment only to be given a around for over six weeks, then to be told I've already been paid (fraud), asked to speak to a manager , they will call me within 48 hrs”
“Had no qualms with Affect but when Octopus took over monthly payments went up 20%. They agreed to meet me halfway when I threatened to leave but then reversed the decision a month later. I asked for a quote unanimously which was lower and more in line with what I was using, yet they were determined to charge me the higher price as an existing customer! I later switched and asked for a refund which was very slow in coming. Above all I can't stand the company's corny commercials on GHR sometimes twice in the one break.”
