Everytime, using different devices and different browsers I am unable to switch from IOF to OF, with the infantile error message showing 'uh oh it's us not you, grab a cuppa'... this has been the case for a few days now.
Hello@octopus.energy are worse than useless, and either entirely misunderstand what I am asking or are giving formulaic responses out of a handbook.
Does anyone here have any experience with this and know why this is happening?
norse I found responses from Octopus email were slow and not great, but I found a much better service if you message them on X. I’ve swapped tariffs and sorted out billing issues usually same day via X
Raise a formal complaint. That's the ONLY thing which gets anything other than incompetence from Octopus in my experience.
You would think - But the person who handled my initial email complaint then when on to handled my formal complaint, so seems they have segregation issues so good luck if you get that happen. Mine went nowhere from then on even though I also complained that its poor practice to assign the same agent to deal with the escalation.
Thus the jump ship as soon as a better option came along for me.
DreadorUK You simply pursue the case to the ombudsman, which will cost them £500 or so regardless of outcome. They can't close a formal complaint without you giving permission or them saying that the complaint is deadlocked, in which case its straight to the ombudsman.
Nothing at Octopus will change until enough complaints hit the ombudsman.....
Edit - still waiting for the ship you mentioned, if it appears I'm offski...
For those of you thinking Octopus have good customer service, wait until you have a REAL problem. They are the worst supplier I've ever had the misfortune of dealing with since privatisation - and I include EON & Scottish Power (iberdrola) in that list!
Vestas I note their quarterly formal complaints figures are up again. Year on year there are quite staggering increases in formal complaints - 196,200 in Q2 2024 compared to 73,333 in Q2 2023 and 38,882 in Q2 2022.
How does that compare with number of customers ?
Vestas hahahaha this made my weekend, one of the funniest things I’ve ever heard.
Vestas Yeah I did that on separate one around a gas meter/charge issue and had a better outcome.
For this one, it was more a dispute over a product offering, so it was harder to justify pushing to the ombudsman, and I just wanted a second opinion really on the decision being made by the last responder.
I don't have solar, so for me, it was an easy decision to move to Tomato 7p v 5p with no tie-in with any car or charger and, well, no proof needed of an EV. Plus, it turns out due to my new battery issues, if it does run out of steam at the end of the day, there are 2 hours before the cheap rate at 14.5p to take the slack.
I phoned OE when I changed from IOF to OF and spoke to a helpful chap who even arranged to change over on the 1st of the month and talked me through the process. Just shows they can do it.
DD How does that compare with number of customers ?
They certainly haven't doubled their customer base in the last 12 months (bulb customers arrived before that) and formal complaints have more than doubled in that period.
You'd have to ask them how many customers they have, they're under no obligation to disclose that to the public.
Edit - they are however required to disclose complaints data and I think they're nearly in breach of their operating licence now because they haven't published Q3 figures and Q4 is about to finish. You can bet your last penny they'd have published them if they were anything other than awful.
Vestas Once again it shouldn't be a requirement to sign up to a foreign service run by a right-wing racist to get decent customer service from a UK company.
Who is that right wing racist you are talking about?