Octopus Energy reviews: Give your feedback

livethedream

MWT said:

livethedream said:

spudpie said:

There's a new version out now, Exclusive Octopus 12M Fixed February 2020 v2. 

My renewal e-mail received 45 days before the end of my current 12 month fix offered the 12M Fixed Feb 2020 v1 rates.
When I then checked the latest offering for my postcode directly on the Octopus website I was still offered only the v1 rates - and similarly only the v1 option was offered within my own Octopus account pages.

'Octopus 12M Fixed February 2020 v1' was the correct one to offer for your renewal and also for any direct new orders,

'Exclusive Octopus 12M Fixed February 2020 v2' is not generally available and is one of the tariffs usually only offered on the switching sites.

No harm in asking though

I had anticipated that being the reason - but it again takes us into the discussion of current customers subsidising the acquisition of new customers and there being a feeling of a lack of transparency for us as customers - being  fed the "this is our best available tariff" line when it comes to renewal time.
Temporarily change your supplier and run a comparison again to see if there are deals your current supplier only offers to NEW customers and not existing ones.
As always proves that you ask and if you don't get you move if you find a better deal elsewhere. I think this was the point I was trying to make in my original post - they were open to a discussion on it :-)

MWT

livethedream said:

As always proves that you ask and if you don't get you move if you find a better deal elsewhere. I think this was the point I was trying to make in my original post - they were open to a discussion on it :-)

... agreed, and the good part of the message is that I've always found them amenable to reasonable requests.

MWT

oldflame said:

I changed to Octopus 9 months ago and had no problems with them until I decided to switch because I found a cheaper supplier. I noticed that they took an extra monthly direct debit payment AFTER my account was closed so I was then £80+ in credit to them....

Your account wasn't actually closed though as you had not received your final bill at that point.

They do have to wait for the readings to be verified and passed to them by the intermediary service before they can issue the final bill and process the refund if it is due. ... and yes that can take up to 6 weeks.

In short I'm not sure they actually did anything wrong here, but I can understand how it could feel like it at the time...

bizzibody

I'm having an absolute nightmare with Octopus, who are not answering any of my emails trying to sort out why they are not collecting my direct debit payments. I have written to the team leader of customer services, to the issue resolution department and even to the company founder, 'Greg', as well as trying to contact them by phone without any response whatsoever. I have now in desperation contacted Which?, because I do not believe they should be endorsing a company which treats even one customer like this. Next stop the Ombudsman.

Shakin_Steve

Keep us up to date with developments and, in the mean time, make sure you're putting enough aside to cover your bills.

savvy

bizzibody said:

I'm having an absolute nightmare with Octopus, who are not answering any of my emails trying to sort out why they are not collecting my direct debit payments. I have written to the team leader of customer services, to the issue resolution department and even to the company founder, 'Greg', as well as trying to contact them by phone without any response whatsoever. I have now in desperation contacted Which?, because I do not believe they should be endorsing a company which treats even one customer like this. Next stop the Ombudsman.

I'm probably paying your bill as well as mine, I can not believe my energy bill has doubled with this company!!!!!

Umiamz

savvy said:

I'm probably paying your bill as well as mine, I can not believe my energy bill has doubled with this company!!!!!

Do you mean the amount you are paying by fixed direct debit or the actual cost of the energy that you're using?

MWT

bizzibody said:

I'm having an absolute nightmare with Octopus, who are not answering any of my emails trying to sort out why they are not collecting my direct debit payments. I have written to the team leader of customer services, to the issue resolution department and even to the company founder, 'Greg', as well as trying to contact them by phone without any response whatsoever. I have now in desperation contacted Which?, because I do not believe they should be endorsing a company which treats even one customer like this. Next stop the Ombudsman.

How are you not getting any response to a phone call? ... are they just not answering the phone? ... which number are you calling?

They can be slow to respond to an email where the front-line staff can't just fix the problem immediately, but even then I usually see an answer within 48 hours.

MWT

savvy said:

I'm probably paying your bill as well as mine, I can not believe my energy bill has doubled with this company!!!!!

If your DD is higher than you believe it should be just change it on their website.

Are you providing meter readings at least once a month, or do you have a smart meter?

When was your last bill produced and what period did it cover?

savvy

Umiamz said:

savvy said:

I'm probably paying your bill as well as mine, I can not believe my energy bill has doubled with this company!!!!!

Do you mean the amount you are paying by fixed direct debit or the actual cost of the energy that you're using?

The D/D, was £55 back in Sep now they are taking £102 per month