Octopus Complaints?

Richie7

I have a very serious issue that I will go into, but I just wanted to first quickly ask if anyone please has a number or e-mail address for someone at Octopus who isn't one of their absolutely useless customer service team?

Thank you.

mebu60

greg@octopus.energy

Nominally the CEO Greg Jackson but effectively a team of executive assistants.

njkmr

Greg never responded to my complaints but  good luck.

BeerSavesMoney

Their process is here: https://octopus.energy/unhappy/

Richie7

BeerSavesMoney said:

Their process is here: https://octopus.energy/unhappy/

I'm already onto Step 2 and they still haven't a clue. I don't think I've ever come across such ineptitude and ignorance with a company before.

mebu60 said:

greg@octopus.energy

Nominally the CEO Greg Jackson but effectively a team of executive assistants.

I'll try it to be honest, because right now there's no-one else who seems to want to deal with the issue. The issue in short is they've added £500 incorrectly to my elderly mum's bill, and want to increase her DD by 200% because of it. And no-one is interested in listening.

MP1995

Just document and timeline any communication and after 8 weeks if it's not resolved raise a case with the ombudsman service.

Netexporter

Do you or your mum submit regular meter readings (or have a working smart meter that does it for you)?

Qyburn

I think to raise a complaint nowadays you need to phone. When they were screwing around with my export application it reached the stage where I explicitly stated by email that I wished complaint t to be raised. A few days later on the phone the agent confirmed they had my email in front of them, no complaint had been logged, but she did so at my request. In other words I might as well not have written the email.

I'd actually go further, if you want Octopus to do anything, you need to phone. They simply don't act on emails anymore.

EssexHebridean

It’s perfectly possible to both make a complaint by email, and have it dealt with effectively. I suspect it rather depends on the individual complaint handler though - the good ones are still very good. 

FreeBear

Sent an email to the agile team requesting access to their forum. Got a reply from someone calling himself Amar thanking me for requesting a smart meter... Three times, I told him to read the original request slowly, and one word at a time. Still got thanked for requesting a smart meter... At that point, I suspect dumb AI at work, so cc'd Greg in. Not sure if that was the catalyst for the Agile team to respond.

And now they want me to rate their service

But even with that in mind, Octopus are massively better than Toto the Clowns ever were, and I would rate them much better than EDF.

Richie7

Netexporter said:

Do you or your mum submit regular meter readings (or have a working smart meter that does it for you)?

Meter readings every single month on the 1st for the last 2 years. She's on an Economy 7 tariff, and they've decided through back billing she owes £500 and are showing charges for electricity that's already been paid for from October 23 - May 24. 

They haven't got a clue, and are suggesting there's an been an issue with the meter readings. There hasn't. They've been consistent and accurate.