Octopus Energy Customer Service

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Sounds like run of the mill utility company service to me.

Mum161111

Until this current situation the Customer Service from Octopus Energy has bee excellent.  It has changed so much lately and is definitely not the same good Customer Service as before.

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Mum161111 said:

Until this current situation the Customer Service from Octopus Energy has bee excellent.  It has changed so much lately and is definitely not the same good Customer Service as before.

Definitely down to the Shell Energy takeover

Spoonie_Turtle

Warm Home Discount?  If so, which country are you in?  The new automatic process in England and Wales is a good idea but useless when it goes wrong.

If it is the WHD, maybe consider getting your MP involved.  I don't know if they can actually do anything about it - because it sounds like Octopus acknowledge you are entitled to it - but the more people make MPs aware of shambolic experiences with the process, the better chance there is (however slight) of it being refined and improved for future years.

However I will say please don't worry too much about not being in credit.  Nothing will happen if you briefly go negative, as long as you then make a one-off payment just enough to keep it above zero.  Their T&Cs do say about keeping your balance positive but a few days negative here and there are not realistically an issue.  I say this with confidence because over the last few months that's been the situation with my account, and it's absolutely fine.

dealyboy

Don't be embarrassed @Mum161111 (I know you are  ), you need to be resilient and persistent. Many people who are responding to you here have been through the mill with energy companies and want to help, please continue to let us know what's happening. 

Mum161111

Thank you so very much dealyboy.  I hope, when/if this Manager contacts me they will see the awful trail of messages, telephone calls, emails and conflicting information and, hopefully sort it without any more delay.

Dave12345

I have had to raise issue with ombudsman due to lack of response. Guess what?  Within two days they responded and an engineer will be out in 5 days. Previously they said they couldn't give a date and have been waiting 10 weeks and were still saying couldn't even look at a date for another 5 weeks and then it could be a further number of weeks,  if at all for an engineer.  So yes Octopus is not as good as reported or when I first signed up.

Mum161111

I was told yesterday that a Manager would contact me by telephone in 48 hours.  Just minutes ago this email came from Octopus: 

"We are sorry to hear that you are unhappy with our service. As a result of your feedback we've opened a complaint for you, which is complaint reference #807911. As a company we pride ourselves on outrageously good service and strive to make sure every customer receives this same standard of service, therefore we will be conducting a thorough investigation into your concerns. Your complaint will be reviewed in accordance with our complaints management process, which can be found on our website octopus.energy/unhappy/. A paper copy can be made available upon request. Once the investigation has been completed, we will be in touch with an update. If you require any further assistance, please do not hesitate to contact us on issueresolution@octopus.energy.

Thank you for your patience while we try to put things right. The Octopus Energy team"

" 

BeerSavesMoney

I’ve had to contact Octopus recently by email and same as you @Mum161111 they were slow to respond or have not responded at all. 

I emailed that issue resolution team on the 5th January because of no response and haven’t heard from them either (yet). 

I decided to create a X (Twitter) account and message them on there. The support received was fantastic and my query was resolved within hours. 

It’s an option to try if you are struggling to get responses, no idea why the service was so much better through that method but at least my issue got resolved. 

My query was regarding a tariff change which they actioned and back dated.

bereavementfather

I've been chasing the support team for HPs for weeks.