Octopus Energy (Leicester) - Leicester

Diane Davies

I have been a customer of Octopus for many years & always even happy with them until today. I received an email saying they were taking a DD of £217 on 2nd Jan - this is more than double my usual payment & my account was £54 in credit - called OE to check (thought it was spam initially). The person told me it was automatically re- calculated as its winter…. I asked to speak to a manager about their policy (how many older people do they do this to without telling them - not all read emails regularly). I was blocked from speaking to a manager over 4 times. I was being pleasant - though I did lose my temper at the end and hung up due to pure frustration (not right & I apologise). All I wanted was to speak to a manager about their policy. No chance. Not a happy customer.

Duncan Soar

As a long-term Octopus customer, I've always been impressed by their genuine desire to make life easier for their customers - their staff are knowledgeable and polite, and despite taking on huge numbers of new customers in recent years, I've always found they sort out any problems in a timely fashion. I love that they're constantly innovating, coming up with new dynamic tariffs and helping their customers save money with free energy sessions and saving sessions. Obviously there are going to be hiccups here and there, but on the whole I've been hugely impressed.

Maame Swanzy

Anyone else having issues with octopus billing? We have been with Octopus for 4years and had issues with them in our first year which we worked with them on or so we thought. This year I called to process a refund of credit on my account only to be shocked with a 690 pound debit to my account that was in 441 pounds credit leaving me in debit of over 300 pounds. They claim we owe them from 2021. Firstly the those billing issues were resolved. Secondly wouldn't you expect a conversation from your supplier if they were going to retrospectively bill you for over 600 pound from 4 years ago? What where are the consumer protection laws? @ofgem. I am trying to escalate this to senior leaders as a formal complaint. The lack of courtesy and custom service is shocking.
Update:
Thanks for your response
It would be refreshing if someone could simply admit that a conversation should have taken place prior to debiting my account such a huge amount of money.
As clients we over pay in good faith that our supplier would not exploit the situaton and on this occasion I felt exploited and unable to make a complaint when I tried.

To offer compensation of 30 pounds while not admitting fault is simply unacceptable and disingenuous.

Regards
Maame

Ameena Shaikh

Please leave this company and don’t think about even joining. Staff do not know what they’re are doing hence why they have such a high staff turnover. I’ve had numerous people tell me my meter is fine but clearly it isn’t. I’ve not been billed since June 2024 and it’s now September. If nothing is fixed by this week Friday I will be leaving and taking this to the ombudsman. Absolute joke of a company avoid at all costs I wish I read the reviews before I joined

KENDALL

In August 2023 I moved from a pre paid meter with a key to a modern intelligent meter. As part of this process I asked Octopus to set me up a direct debit to take the full monies owed each month, like I had set up with the other two accounts that I hold with them. I duly received a conformation email back to confirm that this was now set up and the payment would be taken at the start if each month , once the remaining credit from my old meter was used up.
I thought nothing more about it until I received an email a week ago stating I owe over £1,000.
I immediately emailed to seek clarification - but after 6 days, 5 emails ( to support, issues and Greg) I am still non the wiser and they have only sent one response yesterday stating that Greg's team would be in touch that day (but needless to say, they didn't).
I appreciate that mistakes can be made and that I owe for the fuel used - but not responding and sorting things out after 6 days is inexcusable and heaven only knows how they would act if I had an urgent issue or being unable to pay the debt.
Octopus you should be ashamed of your customer service and pathetic lack of response. - especially when you advertise and promote how good you are.
No doubt my providing a poor review will provide some action - but I shouldn't need to go to such lengths and it should of been sorted 5 days ago.
Update 2 days after first publishing this review and 8 days after my initial enquiry - I have still not received any emails or phone calls.
On the 9th day Lewis did contact me, but only to state that nothing had been actioned, since he had been on holiday, but he would raise a complaint and personally handle it.
Needless to say 4 days on from that message - I haven't heard anything else from him (I suppose he could be off sick or on another holiday - which wouldn't be surprising since he is apparently the only person in the Octopus organisation dealing with escalated issues.
An update as of 29th July. On the 16th Lewis P refreshingly admitted that Octopus has messed up and he would be back to me within the next 7 days with a resolution - unsurprisingly 13 days on from the promise, I have had no resolution or even contact from Lewis or anyone else at Octopus - more hollow words and false promises from a company who does not value their customers. Don't fall for their advertising lies.
Further update as of 7th August - still no word from Lewis P or Octopus since the 16th July - 22 days after he promised a resolution within 7 days.

Tony E

What a fanastic company. They have helped me so much whilst I have been struggling with cancer. The customer service is the best I have come across in the UK. A special mention to Eden who has been so thoughtful and kind. Thank you Eden and thank you Octopus. Amazing company employing amazing staff.

emma speight

Absolutely terrible company, told me they had been overcharging me, then refunded over £500 the next minute all the money had gone, even though two members of staff confirmed this was correct. I have called over 10 times now and just get fobbed off, terrible customer service, and very dodgy behaviour. I would avoid, as soon as I am satisfied that the account is correct when offgem have investigated I will move to another provider. A shame as the reviews at their startup point were good, not anymore! I am still waiting over two weeks on for something that should only be 72 hours. I have asked for the call transcripts, let’s see if they miraculously disappear!

Mohamed Ibrahim

Octopus Energy is not a reputable company and their service is subpar. Based on my personal experience, I would not recommend anyone to use their services. Furthermore, even after settling your account, they fail to remove you from the credit union. Their customer service is unresponsive and inadequate.