Octopus Energy USReviews of octopusenergy.com

I'm still waiting for my deposit refund!

Moved from out of state to a new apartment complex. Sign up and then was rejected because a out-of state driver's license was provided and Octopus considered this cause for fraud. They would not allow alternative means of correction. DO NOT USE THIS PROVIDER

I went from a 12 month plan to the month to month plan and my rate went from .13 to .31. There web site says it should be around .22. Very dishonest pratic. I can't help but wonder in what other areas are they dishonest.

It took multiple tries and support calls to add demand thermostat. Also, app should pull in smart meter data with 15 min intervals. App should analyze your 15 min data to give advice to look at demand during peak times to see what to evaluate ways to conserve.

These people are total liars and their customer service people are incompetent to say the least. I started with this company in January of 2025. Worst mistake of my life. Things were good AT FIRST. Then the problems came after I lost my job in March. They had previously been good about communication. But for some reason in June, things changed. My bill was due June 2 and my lights were disconnected June 5 for non payment with no disconnection letter. I thought maybe there was an outage since my bill was only 3 days past due. I waited a few minutes then called octopus energy. When the rep came on the phone I told her my problem, gave her my information and she placed me on hold for over 20 minutes. While I was on hold I received an email stating my lights had been disconnected for non payment. When the rep finally came back on the phone, she said it was their fault and my lights would be back on shortly. They were on within an hour. The next day I received an another email stating that I would receive a formal disconnect notice. I just received the disconnect notice on June 20 with the date on the letter being June 3. My lights were turned off again June 17. The bill was paid on that date in full. Two days later I received another disconnect notice on June 19 for a bill that's not even due yet. That was the final straw for me. I called on the phone on Monday June 23 to see why I'm receiving disconnect notice for a bill that's not even due yet. The first rep Lissette tells me the payment made on June 17 did not go through. I have yet to see a card payment system that allows a debit card to approve a transaction, give a confirmation number but yet the payment they claimed failed. Since my mom made the payment I called her on the phone to verify this failed payment. She can't get back and they have her a code for the payment transaction. I called back to *customer service" and spoke with Jake. After telling him what's going on he tells me that the reason for the June 5 disconnect is because of a payment that was not made from May which I knew was a lie because the bill was paid may 22. He then states he sees the bill was paid then started coming up with other excuses. At this point I had enough. I filed a complaint with PUC complete with receipts. Companies like this should not exist in Texas or anywhere else. There is a whole Facebook group about octopus energy complaints. All you get from this company is a"I'm so sorry about that" they don't try to accommodate or take not even 1 dollar off your bill for the inconvenience they have caused. They literally do nothing. The law states that an electric company has to given notice about the disconnect and this company has failed to do that 2 times. There should be a class action lawsuit against this company and they should be heavily fined by PUC. I will be switching companies.

Bait and switch. I signed up for their intelligent Octopus plan, connected my EV to the app and charged through the app. Didn't get the discounted rate and still having a run around with customer service. They also had me fill out a long marketing survey for $5 bill credit. Wasted time on the survey, never got the credit. It's a joke and a rip off. Sign up with a different legitimate provider that won't rip you off with false promises.

Do not trust this electric company. Even after fulfilling my contract and switching providers, they inflated my final bill with bogus charges. They claimed I owed money when I didn't. Normally, I wouldn't pay for something unfair, but I’d rather warn others instead. Stay away from this company to avoid hidden fees and dishonest billing practices.

My IHD for my smart meter stopped working in October, I called the company to report it was told by someone not to worry that they could see how much energy I was using, which to me defeated the purpose of having a monitor to keep track of my spending, as me and my husband are living on pensions only, so we need to know daily when we can put heating on and when we need to turn it off why we greed to a smart meter in the first place. This went on for weeks them telling me it would be sorted in a couple of days or they would put in for an engineer to come out to me I was communicating with them on near enough a daily basis, I have copies,of emails I sent, times of every phone call I made names of everyone I spoke to,I had to repeat to each and everyone of them why I was calling and what I was looking for them to do which was to either fix my IHD monitor or replace it with one that worked, they must have been reading off a script as all gave the same answer "well put in for an engineer to come out to fix it " this went on for 5 months, I asked after 5 calls, to speak to a manager to be told, I couldn't as he would just tell me the same as them, finally after one last phone call I managed to get someone to actually get an engineer out to me on the 13th of February, he was in my house well over an hour and a half said "you need a new IHD" and went to his van several times, finally replaced my old one told us it would take 24hrs to kick in which concerned me a bit, as when my original one was installed it worked right away, we waited 24hrs still didn't work then we give it another 24hrs, still nothing so on the 15th of February, I called Octopus, to go through the entire proccess of what I've been trying to them to do (again). The agent then advised me that in normally takes 14days to kick in,to call back on the 29th and he'd put in for an engineer to look at it, I haven't called as of yet, I'm going to take it to a higher authority as me and my husband are in our 70s we could do without the stress of all this plus the worry of our next bill as our last one was well over £200 which like everyone else we can not afford, (so all I can say to anyone thinking of get a smart meter or changing to Octopus,who I originally signed up for with 'M&S Energy' who use Octopus,DON'T DO IT.