Octopus Energy reviews: Give your feedback

chamelion

masonic said:

Sad times. After repeated billing issues in recent months, and Octopus adding over £600 of charges to my account out of the blue without any billing to support it, I have had to go down the formal complaint route. It certainly feels like they are taking on the characteristics of another large energy company.

What did they say on the phone? I've had insanely reasonable people in every chat, which is usually over a few £ extra I've been charged for my car charge which didn't trigger the low intelligent tariff. Given how data led the company is the bill has to have come from somewhere...

masonic

chamelion said:

masonic said:

Sad times. After repeated billing issues in recent months, and Octopus adding over £600 of charges to my account out of the blue without any billing to support it, I have had to go down the formal complaint route. It certainly feels like they are taking on the characteristics of another large energy company.

What did they say on the phone? I've had insanely reasonable people in every chat, which is usually over a few £ extra I've been charged for my car charge which didn't trigger the low intelligent tariff. Given how data led the company is the bill has to have come from somewhere...

They've been perfectly nice and taken my feedback on board, but it was only after getting in touch I was informed of the £600+ to be billed for the period from mid-August to date, which makes absolutely no sense given I've used about 100 kWh on Tracker tariff over that period - it would make the unit price about £6, rather than the expected 15-22p! I have not suddenly started up a crypto-mining operation, nor do my readings show that. I really don't think they should have mentioned such a figure if they weren't confident in it. Luckily I didn't fall off my chair.

A couple of hours ago I did receive a 40 page bill where a year's worth of charges were reversed and re-billed, ending up with a final balance of £0. I had the same thing happen last month. I suspect the root cause of the issue is that at some point over the summer my meter profile was changed to Economy 7 out of the blue. I only noticed when checking recent readings and seeing two registers there instead of the usual one. That is when the billing issues began.

Since 23rd July, when my last "normal" bill was issued, 47 separate rows of charges and reversals have been applied to my account, all different amounts. While I am partial to a maths brainteaser, that's taking the biscuit.

This is the third opportunity I've given them to sort it out, so hopefully the complaints people will see it through this time.

luvchocolate

I moved to them from Shell June 2023 nothing but praise for them 
They have been very generous after going through my income since loosing the WFA

brucie24

I have been with Octopus from almost the beginning and they were always great with their customer service. Sadly not any more.

I had't had a bill since Dec 2023 even though I am on a smart meter. After numerous emails and phone calls this afternoon I received a bill which showed I was £1800 in credit. The elation was short lived when I realised it was gas only although showing my monthly dd credits in full. So now I have to wait for the electric one to follow and see what happens.

I'm so fed up and am thinking of moving suppliers. I daren't even try to do that until my Bills are actually up to date.

Of course there's no guarantee any other firm will be any better and Octopus are meant to be one of the good ones!!!

boatman

Is it my imagination or do octopus offer a good rate to get listed high on Martin's energy tool , but then immediately pull the tariff? They've already gone from October v1 tariff to October V2..

Ok, not exactly a review, but an important point as it's not the first time I've seen it.

Consumerist

boatman said:

Is it my imagination or do octopus offer a good rate to get listed high on Martin's energy tool , but then immediately pull the tariff? They've already gone from October v1 tariff to October V2..

Probably more to do with high demand once MSE highlights the best tariffs.

Telegraph_Sam

Is it possible to compare meaningfully  t-o-u tariffs with what is highlightled in Martin's tool?

bristolleedsfan

Consumerist said:

boatman said:

Is it my imagination or do octopus offer a good rate to get listed high on Martin's energy tool , but then immediately pull the tariff? They've already gone from October v1 tariff to October V2..

Probably more to do with high demand once MSE highlights the best tariffs.

EDF had announced in advance was pulling what was second cheapest fixed rate tariff at 11.59pm on Monday, others launched dearer fixed rate tariffs on Tuesday as well as EDF, Octopus followed seemingly after midnight on Tuesday.

As of now Outfox The Market and OVO Energy have not launched more expensive fixed rate versions.

masonic

Telegraph_Sam said:

Is it possible to compare meaningfully  t-o-u tariffs with what is highlightled in Martin's tool?

Not really because you can't predict future prices and also have the challenge of having to model your usage patterns. You can compare past performance easily enough. You can use your average unit rate over the period.

masonic

masonic said:

chamelion said:

masonic said:

Sad times. After repeated billing issues in recent months, and Octopus adding over £600 of charges to my account out of the blue without any billing to support it, I have had to go down the formal complaint route. It certainly feels like they are taking on the characteristics of another large energy company.

What did they say on the phone? I've had insanely reasonable people in every chat, which is usually over a few £ extra I've been charged for my car charge which didn't trigger the low intelligent tariff. Given how data led the company is the bill has to have come from somewhere...

They've been perfectly nice and taken my feedback on board, but it was only after getting in touch I was informed of the £600+ to be billed for the period from mid-August to date, which makes absolutely no sense given I've used about 100 kWh on Tracker tariff over that period - it would make the unit price about £6, rather than the expected 15-22p! I have not suddenly started up a crypto-mining operation, nor do my readings show that. I really don't think they should have mentioned such a figure if they weren't confident in it. Luckily I didn't fall off my chair.

A couple of hours ago I did receive a 40 page bill where a year's worth of charges were reversed and re-billed, ending up with a final balance of £0. I had the same thing happen last month. I suspect the root cause of the issue is that at some point over the summer my meter profile was changed to Economy 7 out of the blue. I only noticed when checking recent readings and seeing two registers there instead of the usual one. That is when the billing issues began.

Since 23rd July, when my last "normal" bill was issued, 47 separate rows of charges and reversals have been applied to my account, all different amounts. While I am partial to a maths brainteaser, that's taking the biscuit.

This is the third opportunity I've given them to sort it out, so hopefully the complaints people will see it through this time.

Thought I'd come back and update this one. After about 6 weeks of back and forth they have sorted my billing issue and my regular monthly statement came through this month without issue. It seemed to be the result of someone on their side making changes to my tariff and meter profile. It did take a lot of effort on my part using their API to highlight the account data that was incorrect, but they made a generous good will payment, so all's well that ends well.