Octopus Energy reviews: Give your feedback

Telegraph_Sam

Can anyone help me locate the post with the (two) links with details of the disputes procedure? My searches have failed

aebo76

Don't believe the adverts! I have had (and am still having) a terrible time with Octopus Energy. 

I discovered in November that they had trashed my credit file without my knowledge. My tenant had moved out and given them my name but no contact details. I had no idea until I found the damage on my file.

I've tried calling and emailing them but they don't care. It's now with the Ombudsman. Incredibly stressful. They wouldn't know good customer service if it bit them. They seem to think it's a case of sticking cutesy emojis all over their emails and wishing you peace and love. If it comes to actually rectifying something, no chance.

Steer clear!!

QrizB

aebo76 said:

I discovered in November that they had trashed my credit file without my knowledge. My tenant had moved out and given them my name but no contact details. I had no idea until I found the damage on my file.

That sounds more like you being a lax landlord, to be fair. How could you have "no idea" that you were liable for the utility bills after your tenant moved out?

masonic

aebo76 said:

Don't believe the adverts! I have had (and am still having) a terrible time with Octopus Energy. 

I discovered in November that they had trashed my credit file without my knowledge. My tenant had moved out and given them my name but no contact details. I had no idea until I found the damage on my file.

I've tried calling and emailing them but they don't care. It's now with the Ombudsman. Incredibly stressful. They wouldn't know good customer service if it bit them. They seem to think it's a case of sticking cutesy emojis all over their emails and wishing you peace and love. If it comes to actually rectifying something, no chance.

Steer clear!!

How did they trash your credit file using just your name? Name, address and date of birth are a minimum for identifying an individual for this purpose. Did you not realise you would become responsible for the energy supply when the tenant moved out? Did Octopus not send any communication in the post having not been supplied with alternative contact details?

Cardew

masonic said:

aebo76 said:

Don't believe the adverts! I have had (and am still having) a terrible time with Octopus Energy. 

I discovered in November that they had trashed my credit file without my knowledge. My tenant had moved out and given them my name but no contact details. I had no idea until I found the damage on my file.

I've tried calling and emailing them but they don't care. It's now with the Ombudsman. Incredibly stressful. They wouldn't know good customer service if it bit them. They seem to think it's a case of sticking cutesy emojis all over their emails and wishing you peace and love. If it comes to actually rectifying something, no chance.

Steer clear!!

How did they trash your credit file using just your name? Name, address and date of birth are a minimum for identifying an individual for this purpose. Did you not realise you would become responsible for the energy supply when the tenant moved out? Did Octopus not send any communication in the post having not been supplied with alternative contact details?

Is it not possible that the tenant had moved out without the knowledge of the landlord??

Octopus could have used the information they had on the landlord to trash credit file  if he/she were previously with that company the tenant's address. 

How could Octopus send communication in the post if they have no contact details? 

masonic

Cardew said:

masonic said:

aebo76 said:

Don't believe the adverts! I have had (and am still having) a terrible time with Octopus Energy. 

I discovered in November that they had trashed my credit file without my knowledge. My tenant had moved out and given them my name but no contact details. I had no idea until I found the damage on my file.

I've tried calling and emailing them but they don't care. It's now with the Ombudsman. Incredibly stressful. They wouldn't know good customer service if it bit them. They seem to think it's a case of sticking cutesy emojis all over their emails and wishing you peace and love. If it comes to actually rectifying something, no chance.

Steer clear!!

How did they trash your credit file using just your name? Name, address and date of birth are a minimum for identifying an individual for this purpose. Did you not realise you would become responsible for the energy supply when the tenant moved out? Did Octopus not send any communication in the post having not been supplied with alternative contact details?

Is it not possible that the tenant had moved out without the knowledge of the landlord??

Octopus could have used the information they had on the landlord to trash credit file  if he/she were previously with that company the tenant's address. 

How could Octopus send communication in the post if they have no contact details?

And continued to pay/be liable for the rent? Possible I suppose, but not something I'd considered remotely likely. Perhaps if property was uninhabitable, or they had to relocate during minimum term of tenancy... but in those scenarios you'd think there would be at least contact with LL to discuss options and possibly an early release from the tenancy.

Communication by default would go to the property under supply, addressed to the landlord if that name were given, or Occupier if not. If Octopus had information on LL, for example if LL is supplied by Octopus at home, then should also have contact details. So something does not add up here.

Likewise for credit file. Just a name is not sufficient to match an individual file. So perhaps LL previously lived at supply address. But again, name and a previous address is usually insufficient to start reporting to CRAs. DOB would normally be required. Tenant is unlikely to have that. If Octopus has it, what are the chances they do not have contact details such as email address.

Let's hope @aebo76 comes back to fill in the gaps.

BargainBear

It's not difficult for anyone to do a land registry search to obtain the name of the property owners.

They already have the address of the property. It's highly probably that they held the landlords details from when they initially registered the account for the property with them when they first purchased it (If they registered with Octopus).

If not, it's standard for a supplier to request a copy of the tenancy agreement and/or any other correspondence between tenant and landlord in order to obtain the landlords contact information so that the landlord can be billed from the date the tenant has left.

Utilities companies only require the full name, address, account number, amount owed, the date the account went into default and the reason for the default in order to register a default on a credit file.

As stated earlier, it appears that the landlord knew the tenant had moved out, but failed to check post at the address in order to settle the utility bills; happy to be corrected though.