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Original poster

Octopus energy: Public Service Announcement.

108 replies

SerendipityJane · 28/10/2023 18:28

Think you sorted your direct debit after discovering you were several hundred pounds in credit ?

Think again. They will up it (and not tell you) because they can. At least that was the TL;DR of my interesting call with them.

Apparently my expectations of customer service are unrealistic - although they haven't put that in writing.

OP posts:
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QuestionableMouse · 28/10/2023 18:31

Ah glad it's not just me! I need to speak to them on Monday because they've just charged me £600, wiped out the credit I'd overpaid to build up, and I have no idea why.

Precipice · 28/10/2023 18:32

So they claim that they're not subject to the Direct Debit Guarantee?

I have a variable DD with them, so it takes the amount based on the calculated bill (2 weeks after the bill is issued), so little opportunity for strange payments. When it was being turned over from Bulb, I did have an issue: the first month wasn't taken, so I didn't think the second one would be and paid by card, after which they took the DD, so I paid twice. Nobody responded to my email requesting the return of this money at all. However, it at least got used up within two months, so I didn't want to waste the energy in pursuing them over it.

PosyPrettyToes · 28/10/2023 18:34

They conveniently don’t charge you for gas for months until you think you have a nest egg and then they take it all at once.

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Ibravedaflood · 28/10/2023 18:35

If they take too much do a reverse charge via your bank. Get the app and you can monitor your dd amount. Cfers tried to take 400 quid last month not 50 flipping quid!

QuestionableMouse · 28/10/2023 19:05

PosyPrettyToes · 28/10/2023 18:34

They conveniently don’t charge you for gas for months until you think you have a nest egg and then they take it all at once.

Electricity for me. I've rang them a few times, been assured that the payment would be sorted for the next month only for the cycle to repeat. Not impressed!

Original poster
SerendipityJane · 28/10/2023 19:33

So they claim that they're not subject to the Direct Debit Guarantee?

I paraphrase slightly, but: "What's that then ?"

To be fair, you can't be subject to something you don't know about.

OP posts:
Riverlee · 28/10/2023 19:41

That’s interesting. I’ve been building up a credit, paying regularly according to what they suggested, didn’t drop the amount when we had the govern m ent help, and yet today it’s all gone after I submitted the reading. They did say it seemed high so I gave emailed them with photos of my meter (take a photo every month) . Am w as it ing their response.

CoffeeBeansGalore · 28/10/2023 19:51

I'm with EDF. They messed around with my direct debit so I cancelled it.
I now pay online weekly for roughly what we're using. So when the bill is issued it's more of a statement as I've already paid.
Putting away a bit extra in MY savings account in preparation for higher winter bills. Better in my account than theirs.

SeventhIdiot · 28/10/2023 19:52

Their customer service is appalling too. I've lost count how many emails and phone call conversations I've had with them with promises and assurances things had been set in motion. Only to find nothing of the sort had been done and me going into an anxiety spiral checking I'd emailed and rang the right place and not been scammed.

SeventhIdiot · 28/10/2023 19:54

QuestionableMouse · 28/10/2023 18:31

Ah glad it's not just me! I need to speak to them on Monday because they've just charged me £600, wiped out the credit I'd overpaid to build up, and I have no idea why.

I suspect they can't cope with the influx of bulb customers and may be the next firm to go under.

LizzieSiddal · 28/10/2023 19:56

I’m really surprised to hear this, I’ve been with them for 5 years. I used to change companies every year but found Octopus’ customer service so brilliant that I decided to stay with them. They’ve just paid me back my surplus and reduced my DD with no issues at all.

Cookerhood · 28/10/2023 19:57

They emailed me this month to say they were putting my DD up from £300 to £309! After refunding me £1000 the week before as I'd built up a lot of credit.

Ibravedaflood · 28/10/2023 20:01

Ime email and they respond usually within hours...

Alltheyearround · 28/10/2023 20:11

I have been with them for 6 years and have always found them helpful and simple statements as well.

Good reminder for me to ping in a meter reading though ;)

PinotPony · 28/10/2023 20:12

I've found them perfectly ok to deal with. I just use the app.

I got an email saying they were increasing my DD. Simply changed it back on the app.

They only generate a bill when you give a reading so you can build up a lot of credit which can give you the impression you're paying too much.

BerriesNutsConkers · 28/10/2023 20:19

I have found Octopus to be so much better than any other company. I'm very surprised to read that. I have never had an issue and they have reduced my dd many times.
I do make sure they have regular meter readings though.

RandomNutter · 28/10/2023 20:26

You give meter readings. They issue a bill the same day.
You can change the amount and date of your direct debit yourself. If you are in credit, you can do a meter reading and apply for a refund.

You can give codes to new customers to each get £50 credit.
You can donate to help people struggling with their bills.
Been with them years. Done all of the above and never had a problem.

Coastalcreeksider · 28/10/2023 20:31

LizzieSiddal · 28/10/2023 19:56

I’m really surprised to hear this, I’ve been with them for 5 years. I used to change companies every year but found Octopus’ customer service so brilliant that I decided to stay with them. They’ve just paid me back my surplus and reduced my DD with no issues at all.

I've been with them about four years and they've just reduced my DD by £45. I've left the surplus though.

bclspia · 28/10/2023 20:34

LizzieSiddal · 28/10/2023 19:56

I’m really surprised to hear this, I’ve been with them for 5 years. I used to change companies every year but found Octopus’ customer service so brilliant that I decided to stay with them. They’ve just paid me back my surplus and reduced my DD with no issues at all.

This has been my experience too, moved there from British Gas and octopus have been a million miles better!!

baroqueandblue · 28/10/2023 20:38

Been with them for many years, since co-operative energy (my previous provider) transferred all their customers over. I've never had a problem with them, have consistently felt like they're the safest pair of hands where energy is concerned. I don't even use the app, just their website. They send me an email once a month to remind me to provide my meter readings and I always keep credit on my account so that when they receive my monthly readings they just tot up my bill and automatically deduct it from my balance. Have never done the direct debit thing, prefer to pay as and when.

Riverlee · 28/10/2023 20:42

I’ve always found them fairly good to deal with in the past.

Has anyone got the fixed tariff? Debating whether to or not.

Chuffedchaffinch · 28/10/2023 20:44

I've found them very good so far (two years with them). I pay £60 a month direct debit for gas and electricity and I'm £300 in credit. I was thinking of reducing my payments to get some of the credit back. I'll see what happens!

Sunsept · 28/10/2023 20:45

I’ve also never had an issue with them.

But a win on their blasted wheel of fortune has thus far alluded me! Has anyone ever won on it?

SpaceRaiders · 28/10/2023 20:48

Octopus are absolutely horrendous! I’m an old Bulb customer, I ended up being trapped between the two for months after the buy out. When I was finally moved across, octopus tried being sneaky by overcharging me thankfully the ombudsman found in my favour. Long story short, I pay the £50 balance and close the account thinking that’s the end of the matter only to be contacted by a debt collection company 6 months later claiming I owe them hundreds of pounds. Hundreds of pounds that the ombudsman decided I didn’t even owe!

Now they’ve quadrupled my direct debit on a different account which I’ve swiftly cancelled. Then the next month, I was sent a bill, claiming that I owed over £7,000 for just under six months usage for a three bed house. I’ve emailed asking for them to clarify, I’ve not had a response. It seems like I’m heading back to the ombudsman yet again. Awful, awful company. But in fairness all energy companies are just as bad ime.

GarlicGrace · 28/10/2023 20:49

LizzieSiddal · 28/10/2023 19:56

I’m really surprised to hear this, I’ve been with them for 5 years. I used to change companies every year but found Octopus’ customer service so brilliant that I decided to stay with them. They’ve just paid me back my surplus and reduced my DD with no issues at all.

I wonder if the less-satisfied customers are Bulb transfers? I loved Bulb - as much as you can love an energy reseller - and am not loving Octopus. I agree they don't seem to have got on top of their vast increase in customers yet.

Considering how much taxpayers gave them to take us over, there's no excuse.