Octopus Energy

Owner Response

Hi Philip, Thank you for taking the time to update your review and share your experience. We know billing questions can feel frustrating, especially at the start of service, so we are really glad Roland was able to take a deep look into your account, walk through the data with you, and provide clear answers. Transparency and making sure things fully make sense to our customers are very important to us, and it’s great to hear the explanation helped resolve your concerns. We’re happy to have you with Octopus Energy and appreciate you giving our team the chance to work through this together. If you ever have questions down the road, we’re always here to help. Love and power, Katie @ Octopus Energy

Owner Response

Hi Nicholas, I’m really sorry for the trouble here. We’ll be issuing a credit to help with groceries, but I also wanted to provide some clarity on what happened with your start of service. Although your enrollment was initially set for 11/14, the system immediately flagged an issue with validating the account. An email was sent right after signup explaining that we needed to verify your information before power could be placed on supply. We didn’t receive a response until nearly 5 PM on Monday, 11/17. Once we heard from you, our team completed the verification and submitted the move-in request. During that call, the energy specialist also noted that because it was submitted so late in the day, ERCOT might not process it until the following morning. Reviewing ERCOT transactions, the move-in was processed first thing the next day at 8:15 AM, which is exactly what we would expect for an end-of-day submission. Had we been able to validate the account on Friday, or earlier on Monday, service likely would have started on the 17th. The delay stemmed from the pending account verification—not from the system incorrectly scheduling the move-in for 11/18. While this verification step can feel inconvenient, it’s an important part of preventing fraud in the market. That said, we truly regret the impact this had on you. We’re more than happy to extend the credit to help offset the cost of fresh groceries, and we want to make sure you feel fully taken care of moving forward. Please let me know if there’s anything else you need, and I’m glad to help. Love and power, Katie @ Octopus Energy

Owner Response

Hi there- we’re really sorry to hear about your experience and take your concerns seriously. We understand you’ve filed a complaint with the Public Utility Commission of Texas (PUCT), and we’re currently working with them to provide all the necessary information and documentation. Out of respect for that process, we’ll wait to respond in full until the PUCT has completed its review- but we want to assure you that we’re committed to complying with all state regulations and doing right by our customers. If you'd like to discuss your account further in the meantime, our team is always available at heretohelp@octopusenergy.com or 833-628-6888. Thank you for your patience. Love and power, Katie @ Octopus Energy