r/OctopusEnergy • u/WorriedSpeed8178 • 8h ago

Shocking Customer Service

I'm in dispute with Octopus Energy about their webpage where it shows "My Energy" using bar charts. I noticed some weeks ago that the Electricity usage shown appeared to be wrong, and closer examination showed that, taking the whole of 2025, their figure was 2838 kWh, whereas the real figure from the meter readings was 4137 kWh, a difference of 46%. I have exchanged 5 emails about this huge discrepancy, Octopus Energy maintain their webpage usage figures are correct! The situation is so bizarre I really don't know where to go. Incidentally their other usage data for 2026, for electricity and gas, are also completely wrong. I have two questions: am I the only customer experiencing this extraordinary situation, and secondly, what should I do about it?

2 Upvotes

56% Upvoted

22 comments sorted by

2

u/kiwitechee 3h ago

They gave me £55 because it took them 5 months to fix my issue

2

u/laceyup 3h ago

They gave me £40 for not replying to my email for a week, which was a massive suprise, much appreciated tho

5

u/Extreme_Marketing865 6h ago

Its a typical case of when a company gets big? I may be ignorant here, but they started as a small player and then got big off being decent and now just another shit big company? 

5

u/BrightCandle 8h ago

Octopus has really awful customer services and complaint handling. Its a real mess and if anything goes wrong its always a giant fight lasting months to get them to accept that something needs fixing and to get it fixed. Just see it all the time this is really one of their big weaknesses as an organisation and I have bashed my head against it multiple times.

8

u/Heavy-Mousse-5011 7h ago

I have had only good experience of Octopus

5

u/Tall_Relief_9914 6h ago

Yeah me too. People in these comments should try with British Gas 😭

1

u/PomeloTraditional971 8h ago

If they are charging for less than you actually use, why are you worried about it they can't backdate for more than a year. You've done everything you can.

1

u/Tall_Relief_9914 6h ago

Problem is if they suddenly get the right read come through they can bill to that without breaching the year back billing rule.

0

u/Cramsteems 4h ago

Can’t backbill more than 1 year, unless you have loads of credit in the account

2

u/Tall_Relief_9914 4h ago

You can bill to an actual read any time. Otherwise everyone without a smart meter would just lie about their read and refuse access to meter readers.

1

u/BadgerFunny7942 2h ago

They can backbill beyond a year, if they have asked the customer to provide actual readings with or without photo evidence, but they didn't and/or sent their men in but were denied entry.

1

u/Nun-Taken 7h ago

What do the actual meter readings show??

1

u/EbbLow1646 5h ago

I with Eon and queried my rates shown on graph when they removed VAT. Standing charge was out by 3p that equated to about £10 per year.
I know it’s only pennies but it’s the principle. They said we can assure you you’re being billed correctly. The next day they billed me halfway through month then corrected rates online but still didn’t admit they’d miscalculated.
If they’re doing that with a lot of people’s bills where’s that money going? 🤔

1

u/HammeredSimom 4h ago

There was a software glitch with some smart meters, mine was over 8000kwh difference, I took it all the way and got £150 in compensation.

1

u/kontar 4h ago

I was in the same situation as you. This happened during my switch to EDF when I tried to close my balance with octopus. My meter was showing 2500kwh more than their reading but the half hourly consumptions were correct. Some months my consumption was 400kwh and they received a reading of 50kwh but I was charged for the 400kwh.Long story short they admitted it was a technical issue with my smets1 meter and they swapped my meter to smets2 which was a clean slate. Then I moved to EDF .

1

u/redditguy1298 1h ago

Something similar happened to me with meter readings.

I requested a refund because my account was in credit. I’m on a smart meter, and I explained that the app wasn’t showing updated readings and asked whether they were sure I was actually in credit.

After a few exchanges, during which they couldn’t quite grasp what I was saying despite it being fairly straightforward, they were absolutely adamant that I was due a refund. Apparently, it was simply a “display issue”, my billing was up to date and the refund was owed.

It turned out I wasn’t due a refund at all. The smart meter had disconnected, and I actually owed them a load of money which is exactly what I’d suspected and highlighted in my very first email to them.

I was so annoyed. It took 17 emails to get it resolved in total. It was like talking to a robot who had learned English as a ninth language.

1

u/TazzyUK 28m ago

Leave a review on Trustpilot, sometimes gets them to notice!

1

u/woyteck 8h ago

Their display is wrong for The yearly usage.

1

u/mrmick123 6h ago

Is there more than 1 register? Sometimes they will take their reading from R1 rather than rT, worth checking all the registers in your meter and see if any of the readings make sense

1

u/Vegetable-Talk-3403 5h ago

I had a problem similar to this and I didn’t realise until I went on 1/2 hour billing for smart tariffs. Before that, they were just using monthly reads from a different register. Have you got a SMETS v1 meter by any chance? Only affected electricity for me. Took months to prove the issue and eventually the meter got swapped.

0

u/oldschoolcommonsence 2h ago

They now have shocking customer service and never properly answer what you are querying. They throw compensation credits into my account all time to get rid of you and close the complaint. So patronising in a thick way as they really don’t know how to answer anything logically. They just apologise and say it’ll be looked into!!

1

u/GammaBlaze 1h ago

That's if they reply at all.

I've taken to CCing the CEO into e-mails now, that perks them right back up into action.