Since December 2023 Octopus had 'Transposed' metter readings which made my account look like I owed them £2,600.00. They accept it is their fault but they are waiting for a mysterious specialist to sort out out the problem. In other words they have no control over who put the figures in wrong and have no way to correct their mistake. I do not beleive they want to correct it as it means I cannot change supplier and I do not know if I need to pay the £200.00 I was paying. After many failed emails that only got responses that they knew their mistake had happened they are so ineffective they cannot say when this will be corrected. Therefore no customer service. After complaining to my MP I received an emails from Greg James from Octopus Energy after reveiwing my account I should put my repayments up to £431.68.

The only replies I get are it is there fault. That is a failure on their part


Hello Paul,

I hope you’re well. I’ve been reviewing our customers’ regular payments to ensure they’re set to a sensible level, and noticed your payments need a big change.

Based on your current prices and estimated use, your payments really should be around the £431.68 level, which is an unusually large change from what you’re currently paying.

I don’t want your account falling too far behind, so I’ll go ahead and make the change, but please do let me know if it looks like something’s awry with your forecast, or if you’re worried you simply can’t afford these payments.

It’s very straightforward to change your payments to another level before your next payment goes out — you can do so online if you prefer — and if you’re struggling with your bills, we can help you get financial support. We’ve helped thousands of Octopus customers — the most important thing is just to let us know.

Following the reply of today April 5 2024 I have to point out 2 things. 1. It was not my meter it was the people putting in the data and 2. No resolution. My God what a crap company! A shareholder should pay the difference and free me from this hold they have in me but of course they are not concerned while they make big profits!