Octopus Energy - "We love email"

norricorp

Thanks for the answers everybody. Perhaps they are just slow right now. Would like to know how I used 20% of my usual energy bill in one day. 
Knew I should I have done that nuclear fussion experiment at work!!

DukeyBoy21

I am having exactly the same issue. When I switched from shell I received a bill for a week's gas usage which was 5 times more than my digital display said I'd used in the whole of Feb. I am not getting anywhere with the agent I'm dealing with. It's very frustrating.

double_dutchy

norricorp said:

Would like to know how I used 20% of my usual energy bill in one day. 

Was this for electric, gas or both? Was it based on actual readings or estimates?

Patr100

They are using AI to answer emails. Just Google "octopus ai" for news stories.
As a prospective customer , I am just getting unhelpful one sentence minimal answers 
like using a chatbot that takes 24 hours to reply to any question.
They even add an artificial delay to imply someone is dealing with your query directly
because otherwise it would reply in seconds.
Not impressed,

bristolleedsfan

Patr100 said:

They are using AI to answer emails. Just Google "octopus ai" for news stories.
As a prospective customer , I am just getting unhelpful one sentence minimal answers 
like using a chatbot that takes 24 hours to reply to any question.
They even add an artificial delay to imply someone is dealing with your query directly
because otherwise it would reply in seconds.
Not impressed,

Staff are supposed to be checking what has been prepared before email reply sent to customer.

Alnat1

Give them a ring, talk to a human.

Patr100

bristolleedsfan said:

Patr100 said:

They are using AI to answer emails. Just Google "octopus ai" for news stories.
As a prospective customer , I am just getting unhelpful one sentence minimal answers 
like using a chatbot that takes 24 hours to reply to any question.
They even add an artificial delay to imply someone is dealing with your query directly
because otherwise it would reply in seconds.
Not impressed,

Staff are supposed to be checking what has been prepared before email reply sent to customer.

Maybe that is what is taking them 24 hours to reply. 

bristolleedsfan

Patr100 said:

bristolleedsfan said:

Patr100 said:

They are using AI to answer emails. Just Google "octopus ai" for news stories.
As a prospective customer , I am just getting unhelpful one sentence minimal answers 
like using a chatbot that takes 24 hours to reply to any question.
They even add an artificial delay to imply someone is dealing with your query directly
because otherwise it would reply in seconds.
Not impressed,

Staff are supposed to be checking what has been prepared before email reply sent to customer.

Maybe that is what is taking them 24 hours to reply. 

Not all customers are getting such quick responses. I patiently waited 13 days inclusive, response did not answer Q, same CS person replied to my follow up email after a further 10 days.inclusive

Gerry1

I emailed a query about whether the £75 exit fee still applies to my Loyal Octopus 12M Fixed tariff.

The reply from a named person took 26 hours which seems quite reasonable.

Unfortunately the fee does still apply, it's only the new fixed tariffs that don't have one.

mac.d

pearl123 said:

If you want a fast response from Octupus try twitter messaging. 

I'd second this. Or if you have time, phone them.

Email is ok, but pretty slow going.