“On this occasion they didn't make me happy at all.
It has taken many emails and phone calls to get the interim bill I requested on 29 March. The issue was finally resolved today by a very helpful member of staff, but it seems that none of the information I had provided earlier had been logged for this address.
On another account (my own gas & electricity account at 4/3 Saunders Street, Edinburgh EHH£ 6TR) last year you suddenly stopped emailing me reminders to send in monthly meter readings. Despite several emails and lengthy phone conversations and promises that I would get monthly reminders, nothing has happened. No email reminders.
What is going on with Octopus? You used to be the most efficient of all the suppliers. I know that the business has expanded enormously over the past few years but it now seems that nothing can be resolved without a lot of effort on the part of the customer.”
“I phoned Octopus for advice on fixed tariffs. I spoke with Sam who explained the difference between the flexible and fixed tariffs. I switched to fixed and thanked Sam for arranging this. The call took less than 5 minutes and was a very easy decision to make. Sam was extremely efficient and helpful on the call.”
“I have just switched to Octopus energy and I can't thank Emily enough. She was extremely knowledgeable, so helpful, very kind, talked me through and thoroughly explained everything I needed to know.so professional. Thank you Emily.”
“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.”
“Sharia was very patient and made me feel relaxed nothing was to much trouble for her she explained what I wanted to know
She's a credit to your company”
“Since the installation of our smart meters we have had issues with obtaining any data on the "Home Mini", this was replaced with an "In-house display" which still did not work. Many emails later I eventually spoke with Jacob who managed to get the unit up and running within minutes. Slightly disappointing this efficiency could not have been displayed right from the start of the installation.”
“Hi I had a couple of questions about fixing my gas and electricity tariffs, Pete S quickly and clearly answered my questions and fixed the tariffs for 16 months, good customer service.
Thanks Eric 👍”
“The information Parve en gave me was clear and helpful, she was impartial but the information she gave me I was able to decide what tariff to settle on.A .Starr”
“Really good and friendly service, hopefully the start of a long term partnership. I didn’t have to wait long to speak to someone unlike many customer support lines.
Many thanks”
“Thomas was very helpful given my age, he every thing so easy, given that I had not changed energy suppliers in last 20 years.
As a direct result of Thomas's help and patience with an old codger I decided to join Octopus energy thanks.5 star service.
Regards Ccolin Barber.”
“Your answer phone service has poor service due to the fact the connection has a lot of interference I suppose this is due to your employees working from home it was hard to hear half of the conversation, when you are put on hold another employee comes on the line and then you get cut off.
I Introduced my son to octopus to take advantage of the £50 introducers fee I was told by 3 different employees 3 different ways how to claim it I eventually received payment.
Your billing is also confusing their are 2 quotes each for your gas and electric why cant there be 1 quote each at the end of the month to make things simple?
As a 'which' member I always use there recommendations they say your there recommended supplier they obviously have not used your telephone service. I will pass my experience over to them.”
“My issue first arose back in October of last year, after many phone calls, emails and general back and forth.
I called again today to get an update and Samantha took my call, Sam discussed what the issue was and took the necessary steps to rectify it which was fantastic and I can’t speak highly enough of her.
My main concern would be why the countless people I spoke with before Sam couldn’t notice this and sort it.”
“Not bad, but I needed to talk to someone as I was registering a new property (new to me anyway) under slightly unusual circumstances. I had a long wait to get through to someone (several minutes) , then when I did get through although the call handler was very polite and helpful she did not quite get my direct debit payment date instructions right. The payment dates that are now in place are OK and I can live with them, but quite complex and not actually what I asked for.”
