Octopus Energy reviews: Give your feedback

masonic

JKenH said:

Usually on the 17th of each month I receive a bill (online) showing usage from 18th of previous month until 17th of current month. My last bill was on 17th May, ie, no bill for 18th May - 17th June and nothing taken from my account. My account was last updated 4th July with a campaign reward. Before I contact Octopus, has anyone else had this happen?

Edit: I am on Go Faster tariff.

Yes, it usually means that there are gaps in the half-hourly data Octopus has received. Go here to check for this: https://energy.guylipman.com/sm/getstarting
If you have gaps in your data, then an email to Octopus smart@ address requesting they try to manually load the data should be the next step.

Annie1612

I am having real problems contacting Octopus. I am beginning to think they have some kind of hate list and my name is at the top. Getting a little annoyed when reviews say they have had an almost instant response to emails - I have emailed twice since Monday and had no reply. Managed to contact someone via twitter but as soon as I gave my name and address they disappeared. I am beginning to get paranoid now 😂 They haven’t sent me a statement or debited my account since May. I have just dropped my direct debit to £5 a month to avoid any more credit building up. Is anyone else having similar issues?

masonic

Annie1612 said:

I am having real problems contacting Octopus. I am beginning to think they have some kind of hate list and my name is at the top. Getting a little annoyed when reviews say they have had an almost instant response to emails - I have emailed twice since Monday and had no reply. Managed to contact someone via twitter but as soon as I gave my name and address they disappeared. I am beginning to get paranoid now 😂 They haven’t sent me a statement or debited my account since May. I have just dropped my direct debit to £5 a month to avoid any more credit building up. Is anyone else having similar issues?

Send them a DM on Twitter. Their social media team is usually fantastic, maybe you were just unlucky the first time: https://twitter.com/OctopusEnergy

Reducing your DD would be a mistake if you know you have used the energy and just not yet been billed for it. Perhaps you have the same issue as JKenH above.

Annie1612

Thanks, I tried a DM on twitter, someone called Ammara replied straight away and I thought “great” but as soon as I gave my name and address they blanked me, hence I have the feeling I am being shunned haha

Annie1612

Also, I am £400 in credit now and don’t want to keep adding to this, I thought I would put the money aside that I would normally pay by direct debit.

masonic

Annie1612 said:

Thanks, I tried a DM on twitter, someone called Ammara replied straight away and I thought “great” but as soon as I gave my name and address they blanked me, hence I have the feeling I am being shunned haha

Odd. I'd send a chaser tomorrow. Someone else will probably pick it up.

Telegraph_Sam

Judging from various reports FIXED direct debits can often be inflexible and clunky. Better to convert your payment plan to VARIABLE d/d's that take only what you actually owe them (I'm assuming that you do not already have these set up)

Annie1612

masonic said:

Annie1612 said:

Thanks, I tried a DM on twitter, someone called Ammara replied straight away and I thought “great” but as soon as I gave my name and address they blanked me, hence I have the feeling I am being shunned haha

Odd. I'd send a chaser tomorrow. Someone else will probably pick it up.

Yes, I will have to keep trying. I would phone but I am super busy at the moment and I imagine having to hang on forever.

Annie1612

JKenH said:

Usually on the 17th of each month I receive a bill (online) showing usage from 18th of previous month until 17th of current month. My last bill was on 17th May, ie, no bill for 18th May - 17th June and nothing taken from my account. My account was last updated 4th July with a campaign reward. Before I contact Octopus, has anyone else had this happen?

Edit: I am on Go Faster tariff.

Hi, did you manage to get in touch with Octopus and resolve this at all? I am also not being billed even though I am giving gas meter readings. Electric meter is a smart meter but doesn’t seem to be sending readings and Octopus won’t speak to me at the moment for some reason.

Annie1612

Just an update to my situation with Octopus Customer Services. After getting in touch via Facebook yesterday evening, they have now updated my account and taken payment for the last 3 meter readings sent so that’s good. Still no reply to my emails. Looking at other peoples experiences on Facebook, email response is very slow to non-existent and getting through on the phone is very difficult. Best route to get a response is via Facebook. I am guessing customer services are snowed under with work and don’t have the staff numbers to cope with it.