Would give zero stars if I could.
Since December 2024 I've been dealing with recurring erroneous transfer issues. This is due to my electric meter being incorrectly labelled in the national database.
They switched the energy back relatively quickly and I requested they update the national database.
Stupidly I assumed it was sorted and didn't think about it again.
September 2025 an erroneous transfer happened again. So clearly they did not update the national database. Took them 3 months to get the supply back for some reason (Jan 20th 2026). Barely any communication. Told on 3 occasions that it would be back in 5 working days.
On Feb 5th it happened again. Not only did the electricity get transferred but the gas too which is a shock because the gas is correctly under my address. Absolutely no security or failsafes to ensure the existing account holder is the one looking to switch.
Have called countless times and given the "we're so sorry this has happened." And yet nothing changes. Terrible customer service, no communication what so ever and I never get an email back. Strangely enough when I email Octopus as they're the ones taking my supply - I get a response in a few hours.
They then have the check to highlight I owe £200(due to not being able to submit a reading and receive a bill for my electric due to the erroneous transfer) but I am spoken to as if I have intentionally not paid. Been out on a payment plan to pay it off and have no idea if this will affect my credit score.
I've raised a complaint with the ombudsmen, and in due course I'll escalate further to ofgen and then will take them to court. Absolute shambles of an energy company.
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