Octopus Energy US Reviews 182

Great recent experience sorting out a billing issue.

Thanks to - 'Charlotte OB11' - for the help

Stopped receiving bills for two months for some reason. But it was all sorted out about half an hour after I called up. Have found Octopus' customer service very good so far. You call up and speak to a real person who can sort things out.

Came over from Bulb Energy.

Recently moved to Texas and had my first taste of the Texas energy market. That's another conversation. Octopus piqued our interest in the myriad options and I reached out to discuss with a rep, who answered our questions and got us signed up without a hitch.

It was later that hitches started. One of the big sells for us was the monthly bill discount that came with having a qualified EV car. We do, but our charger was not in the list that must be filled out as part of signing up for the "Intelligent Octopus" service that enacts the discount.

I reached out by email and within a day, they had the information they needed and added our EV Charger (Grizzl-e Duo) to the qualified chargers list. Awesome!

Still couldn't complete setup of Intelligent Octopus, new error. I called in and spoke with Melissa at this point. She was courteous and helpful, and by the end of the call we had Intelligent Octopus signed up and working with our car and charger. Melissa also answered additional questions we had while they were working through troubleshooting the issue.

The customer support we've received has really gone the extra mile to reinforce that Octopus was the right choice for us.

Roland was very helpful at listening to my concerns and resolving them during our call.

Fast, knowledgeable and efficient.

CEO admits to fraud: Octopus Energy deceives customers by using AI responses instead of real people. When you reach out for help, you receive a fake AI response, and not a real one, with no disclosure.

Evidence: Google "AI is doing the work of 250 people at an energy company and satisfying customers better than trained workers, CEO says". (TrustPilot does not allow posting links)

Jake's knowledge, patience and understanding is awesome. I am a customer that is new to solar and because of Jake I had an exceptional experience. I have called around to other companies and they were not able to assist me with understanding the solar way. Jake's awesomeness sealed the deal. His priority was making sure I had an understanding and not focusing on the sell or upsell. I really appreciate the experience and look forward to doing business with this company. ⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐

Their phone system seems to lend to an easy way to talk to someone. Talked to Mellisa Campbell, and she helped walk me through options, and informative without sounding cookie cutter or scripted. Even though the call was short, I was not rushed, and that we had all the time in the world for me to get it “right”, even if octopus wasn’t the right company for me. (Spoiler, how can I NOT switch)

Recap:
Excellent customer service.
Super easy sign up (did it online)

Eric was so polite, helpful, knowledgeable and answered all my questions . I would recommend this company to anyone .

I struggled for several months with a recurring billing issue and then supreme customer support person Eric stepped up, did the research and sure enough was able to resolve the issue!! All the way around it has been an enjoyable experience with Octopus as my energy provider :)

The rep answered the phone right away and resolved my issue quickly in a clear and professional manner!!!
Very helpful and courteous!!!

Melissa provided much help in getting my bill straightened out. After verifying that half of the bill appeared to be missing, she got some of your experts to review it to find out what went wrong and fix it. During the time it took to fix the problem, she kept me informed of the status

Melissa was first class in helping to resolve my issue. I was able to deal with her directly each communication and called me back personally each time very promptly. She even called me back this week to ensure my service was not interrupted. Excellent Excellent Excellent!!!

I requested information and for an example about real time settlement pricing for a solar buy back program.
I received a quick response from Brian who provided clear and understandable information about real time settlement pricing and the link to ERCOT Real-Time Settlement Point Prices Display. I have chosen Octopus Energy USA as my new electric retailer because without even being a customer, the representative's input was a HUGE help. I look forward to receiving great customer service with Octopus Energy USA!

Melissa was super patient and quick to help with my renewal. She also gave me other options in case I want to switch my plan.

Octopus energy always has great customer service, a great app, and unbeatable rates! I highly recommend this company to everyone I speak with.

Jane Thornton, you were friendly and very helpful, answered all of my questions. Thank you for your help. I told the lady on the phone she deserved a five star.

This is the worst electric company ever. They charge you 75.00 every two weeks and then they tell you you're account is past due 32.95 I'm on auto pay. So I don't know how it was past due. I look at my bill today (March 8 2023) it's now 98.96. So I pay 100.00 on it. The page refresh it's now 196.97 wth Don't waste your time with this company.

Peyton was very helpfully is going through my bill with me when I had questions. And gave me tips on keeping my energy usage down to help lower my bill. I appreciate it! He was wonderful

Eric was very patient with me considering that I'm not too good at the internet and he was a pleasant person to talk to..

Eric gave my wife and myself a great orientation and was very professional in answering and resolving our issues.

Thank you Eric.