Octopus Complaints procedure

cannugec5

 MouldyOldDough said:

I currently have a complaint with Octopus regarding how I am supposed to be aware of "Saving sessions/ free electric" when they don't let me know by email. they claim to send emails to all signed on customers.

I have been unable to join any sessions at all since they started them.

I have complained many many times in the last 12+ months and every time have been fobbed off with "It must be YOUR email" etc - but now I have an official complaint in progress because it appears that Octopus are at fault

Anyone else in the same position as me ?

How long would you expect a simple complaint like this would take ?

Its been 2 weeks with no solution yet......

Have you actually signed up for the sessions? It tells me on the app ‘you’re in’ as I have signed up. Prior to that it told me about the sessions in general terms. You won’t get any notifications if you haven’t opted in, and your post doesn’t say that you have. 

Lorian

Also make sure your email address passes SPF and DMARC tests

MouldyOldDough

Dogbyte009 said:

Who's your email provider? Most will have a 'safe senders' feature that prevents messages being blocked by spam filters if you've added them to an approved list

My email provider is "The very good email company" - and yes I have checked and the address is not blocked and I have hello@octopus.energy in my safe senders list !

MouldyOldDough

cannugec5 said:

 MouldyOldDough said:

I currently have a complaint with Octopus regarding how I am supposed to be aware of "Saving sessions/ free electric" when they don't let me know by email. they claim to send emails to all signed on customers.

I have been unable to join any sessions at all since they started them.

I have complained many many times in the last 12+ months and every time have been fobbed off with "It must be YOUR email" etc - but now I have an official complaint in progress because it appears that Octopus are at fault

Anyone else in the same position as me ?

How long would you expect a simple complaint like this would take ?

Its been 2 weeks with no solution yet......

Have you actually signed up for the sessions? It tells me on the app ‘you’re in’ as I have signed up. Prior to that it told me about the sessions in general terms. You won’t get any notifications if you haven’t opted in, and your post doesn’t say that you have. 

Yes I have - I get octopoints - which means that I MUST be signed up !

MouldyOldDough

born_again said:

Do you get bills via email?
Who is your email provider?
Have you opted out of marketing emails?

I get the emails on saving sessions, same as bills. All come through fine via google mail.

How long a complaint takes is anyone's guess, as will involve different internal departments. They have 8 weeks, but not even sure that taking it to Ofgem will see a result, as it is a internal process & not a mandatory process.

Yes I do - I get everything expected - just not free electricity notifications !

bob2302

Lorian said:

Also make sure your email address passes SPF and DMARC tests

That wont make any difference.

Dogbyte009

MouldyOldDough said:

Yes I have - I get octopoints - which means that I MUST be signed up !

No it doesn't. Even if you're signed up to Octoplus you still had to register for saving sessions - this happened round about November last year.

Chrysalis

For a while I stopped getting email notifications for the "opt in" saving sessions, but I am definitely getting the one's now for all the recent saving stuff.  Octopus seem a bit mish mash on this at the moment, as the behaviour isnt consistent.  When the emails stopped, I carried on getting other emails such as billing.

QrizB

Dogbyte009 said:

MouldyOldDough said:

Yes I have - I get octopoints - which means that I MUST be signed up !

No it doesn't. Even if you're signed up to Octoplus you still had to register for saving sessions - this happened round about November last year.

But you can do it at any time via the website or app, if you haven't already.

debitcardmayhem

Check your app