“Dreadful company. Customer service non existant. Been wity them over 9 months still not on the tariff I went to octopus energy for, bills are estimated crazily, even after giving MULTIPLE METER READINGS. Insane company to deal with. Madness”
“Following the switch from Shell to Octopus so far I am utterly disappointed. We are desperate to get on a smart rate for EV charging and have been waiting months for Octopus to sort this. Last bill was shockingly high - over £500 for electricity. Message saying someone will be in touch within 2 weeks of requesting is just a lie...only after multiple emails was I told actually the wait now could be another 6-8 weeks. Depressingly I feel i can't even trust this estimate now. However I now feel trapped as the time to take to switch to another company could take the same time or longer than to wait for Octopus to get their act together. Very very worried, disappointed and frustrated.”
“They are a joke they won't fix meters create estimates by rolling dice. The customer service reps will smile and be polite while they lie to you. They are thieves and will make it as hard as they can for you to resolve issues.”
“Worse energy supplier out there. I have switched to them about 4 years ago, was paying £75 per month and it was covering. Yep the first year, then it started, second year they suddenly wanted £150
And now this wasn't enough.
Today they charging me about £250 per month. And apparently it's not enough. They are thieves
Tried to switch but new company asking what I'm getting billed and always quotes me even higher. They are all thieves.
All that extra money they charge us all line their pockets, they have astronomically higher profits compared to few years back. They are the only ones making profit as they steal from everyone else.
Scum of earth, need cleansing.
I have cancelled the direct debit and I'm now getting to refuse to continue paying. Let them cut me off. I'm going to end up homeless anyway soon thanks to them.”
“I was a Shell Energy customer for many years and paid my bills every 3 months (Quarterly Account). Early in 2024 Shell Energy transferred all its customers to Octopus Energy. I’m now told by Octopus Energy that I have to pay my bills monthly. There was no discussion on this change, I was simply told I was in debt 2 weeks after paying my quarterly bill on time and in full. I’ve lodged a complaint and had very little response from the company. Their customer service is confusing, frustrating and extremely poor. After almost 8 weeks (complaint lodged 09/03/24) I’m still in dispute with Octopus and waiting for a clear resolution to the matter.”
“As a landlord of multiple properties I was looking to switch number of accounts to a decent provider. Octopus exceeded all expectations.
Easy to switch.
Very clear terms from the Starr.
Competitive (if not the best) rates.
Web is easy to navigate and has all information needed to manage accounts.
Customer service 5* (recent experience of installing CT meter was stress free).
Billing s always correct (which s unbelievable after years of messy accounts with British Gas).
I m surprised seeing so many poor reviews...
Regards
A Green”
“CLOWNS COMES TO MIND
They blackmail you for not having a direct debit and increase your charges when you cancel, not pennies but ££’s and lots of pounds. Direct debit was cancelled due to Octopus taking what they wanted when they wanted from my bank account - we agreed on £100 and they took £169. They fit smart meters that don’t work and then expect you to run around measuring the distance from the outside meter to your home ?? I don’t think so - do it yourselves you bunch of muppets!”
“No base line date for kwh charges and standing
charges just estimates despite their adverts caliming no estimates- I sent in readings and yet they made mistakes and then took twice as much in DD from my account. They wanted to charge me £75 to change contracts and stay with Octopus. Avoid and change”
“Terrible company, avoid at all costs!!
Charged my 85 year old mother for electricity they had been supplying to a neighbour’s house for over 3 years.
It’s been 8 months, and despite a complaint to the Energy Ombudsman, which was upheld, they still haven’t settled! It has been 8 months trying to get them to do the right thing.
Avoid.”
“I agree with the previous message. Poor, useless, pathetic. Over charge by £2700 and take 3 months to give me MY money back after excuse and delay. Try to get a smart meter fitted to address the problem and been waiting since Feb 2024. I finally got an appointment after calls, messages, online booking - everything I could try - and the engineer never showed. It turned out the company who Octopus said were fitting it, have not worked for them since 2021! Disgraceful. I would not recommend Octopus to anybody. 23% is overly generous. Outrageously good customer service - NO WAY! They mis-spelled - should read BAD”
“Octopus changed my smart meter as it was the first generation and failed so I had no gas.
I wasn't getting charged for the gas so I contacted Octopus.
Octopus then took full payment owed without discussing a plan of almost £200.
Octopus booked an engineer for yesterday, then an engineer arrived to change the new gas meter?? I emailed for a call yet again no one will respond from Octopus, after talking with the engineer he changed the Electric smart meter now it looks like my electricity charges are not showing.
Octopus level of customer service is poor.
They fail to communicate with customers or eachother.”
“I'm just in the process of leaving Octopus, they hadn't billed me since Nov (7 months ) even though their FAQ's state that they will bill, even just with estimated reads, ever three months.
I requested a bill, heard nothing from them, still no bill.
I sent in up-to-date meter reads, to trigger a bill, the FAQ's stated this should happen within 48 hours... 2 weeks later...still no bill.
After numerous further emails... I approached another firm and stated the process of leaving, so at least I'd have a final bill. suddenly Octopus reached out, apparently if I explained yet again, what was wrong they'd solve it, just give them 5 days.. 6 days later.. nothing.
I finally called and a lad pressed the button to generate a bill.. wow...it was that simple.
But I'm still leaving. If they can't get the fundamental basics right, such as generating a bill, the absolute basic requirement of the company.. I have no faith they'd be any good with more complicated issues.”
“Just bought a new house and had an extremely low use in the energy as I have not moved in, Octopus charged me first month fir £110 (while my usage is of only £2x), I tried to set the direct debit to £40, and then on next month they override my setup and debit £210 from my account, saying it is OFGEM’s problem, out of their control and it is all because energy cost rise. After long bad and forth they said “oo you have some credit we will now put your direct debit to £40”, so obviously they are not completely “out if their control”, when I asked more, they close my case, saying there are nothing they can say more and throw me to OFGEM.
Super angry in the process”
“Octopus energy. The company that love to blackmail you if you don't set up a direct debit. If they think I'm gonna let them help themselves to my money that can get f****ed.
Terrible company - should wear striped tops and masks”
“Awful company, really poor customer service, amateurs at best. Had a £1200 credit on my account and provided meter readings every month, wiped away as they'd been using estimated readings which kind of defeats the object of providing meter readings. Avoid at all costs.”
“Terrible customer service they took over from Shell and took 4 months to sort out issues and admitted liability paying us £200 and agreed a monthly payment and to put us on their flexible payment yet again they’ve messed up written to me changing our monthly payment even before the first payment at the agreed payment and not put us on the flexible plan”
“I give them meter readings 27 of each month but bills are never correct as they add extra in till end of the month without a reading from me??This month they’ve taken my payment from my bank but not applied it to my account yet
I’m looking to change supplier
I had no problems with shell”
“Joined this self opinionated bunch of cowboys last August 22. Could never get onto the cheap energy time, always busy! Came end of November 600 plus in credit. Asked about refund & suddenly they claimed a payment was missed some months ago! Also took over 300 in payments! This while days before telling me I could reduce payments due to usage. Never got straight answer & today changed but have to pay 150 to leave (glad to). Good To Know. Don't believe there image, it's all about money/profit. Good Ridance.”
“Called this company in September 2023 and fast forward 7 months, they have done nothing for me. I have lost £1000's in unclaimed VAT. They don't return emails, they don't call with updates and they charge £20 a week for this service. Owner of the company swans around in a brand new Tesla, paid for by all the Couriers she's ripping off.”
