Octopus Complaints procedure

MouldyOldDough

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.

Yes I am registered as well

GbL

I have the exact same problem with Octopus, its been going on side Mar 2025 when I first reported 

Having gone through all the 'its must be in junk' they have finally admitted that my email is not on the list to receive notifications.
And they say they have been in contact with the 'Third party' that deals with it.
Plus to make matters worse they apparently can't just add my email as they don't know why its not there and it could disappear again. I kid you not.
All I get is the issue has been escalated .. at this rate it should now be with the Chair or Chief Exec.
6 months and still no resolution.
Pleased to see I am not the only one.

I do get the Free Elec notification emails though. 

MouldyOldDough

GbL said:

I have the exact same problem with Octopus, its been going on side Mar 2025 when I first reported 

Having gone through all the 'its must be in junk' they have finally admitted that my email is not on the list to receive notifications.
And they say they have been in contact with the 'Third party' that deals with it.
Plus to make matters worse they apparently can't just add my email as they don't know why its not there and it could disappear again. I kid you not.
All I get is the issue has been escalated .. at this rate it should now be with the Chair or Chief Exec.
6 months and still no resolution.
Pleased to see I am not the only one.

I do get the Free Elec notification emails though. 

Have you managed to get a response from anyone other than the standard drone !

Qyburn

"Octopus complaints procedure".

It depends which side you're looking at. From the customer side the procedure is (a) email to you want it raised as a formal complaint (b) telephone, find complaint hasn't been raised, ask them to do so (c) repeat until complaint actually raised and you have a reference.

From Octopus' side their procedure is (a) do nothing (b) give customer some half backed nonsense (c) more half baked nonsense but completely contradicting previous nonsense (d) repeat (b) and (c) indefinitely but assure customer that in a few weeks they can escalate to the Ombudsman.  Note there's no suggestion that they'll actually address the issue. I guess it's cheaper for them to keep handing out "customer service gestures" than to improve their service.

BookerDeWitt

My experience with Octopus energy is that their customer service is rubbish. They say that they will amend their communications to me and never do. I can't recommend them.

MouldyOldDough

I received an update from Octopus

They claim to have checked and have given me a list of dates that they DID send "free electricity" notifications 

But I have checked with my ISP and this is a blatant LIE - in case of blocking or similar - no emails arrived at my end !

QrizB

Email is not a guaranteed delivery service. Octopus might have sent the emails but they are not guaranteed to arrive.

WiserMiser

MouldyOldDough said:

But I have checked with my ISP and this is a blatant LIE - in case of blocking or similar - no emails arrived at my end !

Doesn't mean they weren't sent.  Organisations such as Spamhaus can be a right pain by blocking legitimate emails.  They don't like emails sent to multiple recipients, or your current IP address may have once been used by a spammer.

greenbee

WiserMiser said:

MouldyOldDough said:

But I have checked with my ISP and this is a blatant LIE - in case of blocking or similar - no emails arrived at my end !

Doesn't mean they weren't sent.  Organisations such as Spamhaus can be a right pain by blocking legitimate emails.  They don't like emails sent to multiple recipients, or your current IP address may have once been used by a spammer.

Our IT department blocks our own marketing emails... because they come from an automated system designed to deliver emails to multiple recipients...

MouldyOldDough

WiserMiser said:

MouldyOldDough said:

But I have checked with my ISP and this is a blatant LIE - in case of blocking or similar - no emails arrived at my end !

Doesn't mean they weren't sent.  Organisations such as Spamhaus can be a right pain by blocking legitimate emails.  They don't like emails sent to multiple recipients, or your current IP address may have once been used by a spammer.

Everything from Octopus comes from the same address HELLO@OCTOPUS.ENERGY - Which does get through for everything else (bills etc) - so doesn't that imply that Octopus are NOT sending me "free electricity" emails ?