Octopus Energy reviews: Give your feedback

Chrysalis

New bill from Octopus, no bill for Electric at all, just Gas, so not even charged before my move out date.

Chrysalis

Telegraph_Sam said:

If you / we trust the company enough to agree to paying via variable D/D then to me that puts the onus on them to keep the account from going into credit OR debit (excluding a few transaction days). That is at least what I am relying on in my current argument with their billing dept.

I have my own tale now.

Where do I start, other than saying how far this company has fallen, and I would have left, if suppliers accepted migrations for gas only.

So I got an email reply finally which offered me 6.42p (not the one I signed up for), start date 15th Feb end of tracker, and changed DD to fixed £86 month for just gas (for reference my gas bill for a month where I have had the boiler on most days for 10 hours plus was £96, summer will be mostly just SC).
I rang up, and she started talking about my electric tariff, so had to talk down to explain second time we talking about gas.
Then we had a debate whether the tariff I signed up for actually existed, told them to check twitter, then they tried to pretend the quote was exclusive of VAT, and that by the time I did security checks that tariff had moved to 6.27p.  I said why are you trying to put me on 6.42p then, she was like oh lets forget about that little mistake.
They pushed and pushed, I refused the 6.27p.  Told them I will send a screenshot of twitter chat if needed.
Then I mentioned the DD, I want it back on variable, got told the business needs me to pay by fixed DD, to provide the service that it does, I tried to not laugh at this point, they continued its important my account is in credit for the winter months.
Was put on hold, then they came back, with a choice fixed DD, or variable DD with a one off payment of £762, they called it billing adjustments to cover the past 12 months.
I asked them to send email with breakdown of these adjustments, and then they suddenly backed off.
I was put on hold again, and a person who claimed to be a manager came on the line, he mentioned he noticed I had been to the ombudsman in the past, I said yes, and then it all changed, he apologised for the £762 quote said it was a mistake their end, put me back on variable DD and put the correct tariff on, there and then and compensation.
The call lasted 1 hr 40 mins, was on hold for ages twice.

tlcgrantham

I changed from Tracker to fixed for Gas on Jan 1st 2025. Just had my first bill and I had been put on fixed DD instead MVDD which I was on previously. Emailed Octopus 30mins ago and received a reply changing my DD back to MVDD. 1st Class customer service!

pearl123

Top notch. I believe they've been, Which Magazines top Energy provider for 7 years in a row. 

CynicAlly

My experience with Octopus is not something I would wish to experience again.   

I joined them at the end of September 2024 and provided them with meter readings as requested.  It took them over eight weeks to provide the correct information to my old Supplier, which caused a fairly large refund to be withheld.  In the end my previous Supplier refunded the amount we both knew was due to me, simply because they could have been fined if they held the money any longer.  They were at pains to point out that this was done even though Octopus had still not provided them with the correct information.  On week nine I informed Octopus I was referring the matter to the Ombudsman and that triggered a resolution within five days and a complimentary £30 credited to my account

I provided Octopus readings as requested at the end of December and was able to agree their statement based on those readings.  Nine days later they produced another amended account misquoting one of my readings as estimated.  I then changed Supplier as I was so weary of receiving amended/ incorrect statements.    I supplied both my new supplier and Octopus with readings to cover the move.  Octopus then sent another account showing one of my readings as dated 15th January but the other as a final reading dated 14th January.   They also credited my account with over £200 from a direct debit dated 17th January.   I phoned their Customer Service Dept.  to advise them that my Bank had cancelled that direct debit, on my instructions, prior to the payment date and the £200+ had not been debited to my Bank Account.   I offered to pay the account including the direct debit amount.  The person I spoke to said the DD payment was showing on her records as a cleared payment and suggested in would be better to check my Bank Account again.  Seven days later my DD is still showing as cancelled and no monies have been taken from my Bank Account.
I have received no contact from Octopus. 

I'm holding back at the moment to see if Octopus catch up with the non-payment but will contact them again in a few days time.  They did suggest I contact my Bank but although I am checking on-line daily I really don't understand why I should have to.  I will of course, if only to be rid of them.


 

Telegraph_Sam

Curate's egg. Some you win, some you don't. But it is useful to collect people's experience in this forum if lessons can be learned. What would you / should you have done differently with the benefit of fore and hindsight?

It is predictable that glitsches are more likely to occur when one supplier's software is trying to communicate with its opposite number, rather than when is all in-house.   Achtung when switching.

SirFreddy

Fantastic news from Octopus Energy today. I had read on MSE that OE were making £30 million available to help their customers through the winter with their energy costs.

About 10 days ago I filled in all the details that OE were asking for and today I had a phone call from a lovely lady at the company telling me that OE were adding £200 to our account so we could have the heating on during the day for the next couple of months.

If you need assistance then apply, OE can only say no at the worst. Thank you MSE, and an even bigger thank you to Octopus Energy.

Chrysalis

SirFreddy said:

Fantastic news from Octopus Energy today. I had read on MSE that OE were making £30 million available to help their customers through the winter with their energy costs.

About 10 days ago I filled in all the details that OE were asking for and today I had a phone call from a lovely lady at the company telling me that OE were adding £200 to our account so we could have the heating on during the day for the next couple of months.

If you need assistance then apply, OE can only say no at the worst. Thank you MSE, and an even bigger thank you to Octopus Energy.

That is great news, maybe share the link to the form if you have it handy to help others, I will post it if I can find it.
I believe this is the info page with the form link. https://octopus.energy/blog/octo-assist/

Telegraph_Sam

I confidantly maintained that paying by variable D/D ensured that neither a credit nor a debit balance developed. Not so. The day after my regular monthly vdd was taken I was hit with a charge of appr. £800 in backpayments resulting from some obscure re-billing exercise.  I am fighting this

QrizB

Telegraph_Sam said:

I confidantly maintained that paying by variable D/D ensured that neither a credit nor a debit balance developed. Not so. The day after my regular monthly vdd was taken I was hit with a charge of appr. £800 in backpayments resulting from some obscure re-billing exercise.  I am fighting this

Billing is transparent. A sum every day for the standing charge plus an amount for each kWh.

You should be able to compare your bills and understand exactly what has changed from one to the other. If there are errors, point those out to Octopus.