Octopus Energy US: most-reported complaints
Automated analysis of 162 public Trustpilot reviews published 2025-06-02 to 2026-09-05. TrustScore 4.4 from 268 total reviews — see the Trustpilot page. Quick answer: is Octopus Energy US legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, which accounted for 43% of the 21 complaints identified across 162 reviews. Billing errors and unhelpful support were each cited by 19% of complainants, while 14% of reviews mentioned that support was unreachable. Specific examples include unexpected disconnections without notice and long wait times on phone lines. No clear trend could be established for these issues due to the limited number of reviews.
How to reach Octopus Energy US
These are the contact details Octopus Energy US publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (833) 628-6888, email [email protected], address 114 Main Street, Suite 500, Houston, 77002, US.
The company claimed its Trustpilot profile on 2021-11-08, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-17. Trustpilot ranks it 6 of 8 in Electric Utility Company. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4★ on Google (170 reviews)
TrustScore over time
4.4 → 4.4 across 5 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-18 (93%, 1.8d) · 2026-09-03 (100%, 1.8d) · 2026-09-06 (93%, 1.8d) · 2026-09-21 (100%, 1.8d).
Severity: 19% of this company’s 21 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
64% of its 132 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 43% of this company’s complaints vs a 14% median across 31 ranked companies in its sector.
Review velocity: 146 of this company’s 268 Trustpilot reviews (54%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Octopus Energy US?
Account/app problems
9 reports · 43% of complaints“My bill was due June 2 and my lights were disconnected June 5 for non payment with no disconnection letter.”
1 reader marked this review helpful on Trustpilot.
“You were supposed to cut off my electrical, and you did not do it.”
The company replied on 2026-05-12: “Hi Randy, Thank you for taking the time to share your experience with us. We never want anyone to leave feeling frustrated or unheard, so we took a close look into your account and call history. From…”
Our classifier read this reply as a deflection.
“continue services days after you request the date to be cancelled”
The company replied on 2026-08-17: “Hi there, thanks for flagging this. This definitely isn’t the smooth, simple experience we’re aiming for. We’d love to take a closer look at what happened with your service dates, payments, and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Billing errors
4 reports · 19% of complaints“My bill was due June 2 and my lights were disconnected June 5 for non payment with no disconnection letter.”
1 reader marked this review helpful on Trustpilot.
“If you call the 800 number you will wait on hold for a very very long time to speak to someone”
The company replied on 2026-06-29: “We're truly sorry for the wait times and email delays you experienced—that's not the service we're aiming for. We've been growing rapidly as of late and are actively hiring to strengthen our support…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“You were supposed to cut off my electrical, and you did not do it.”
The company replied on 2026-05-12: “Hi Randy, Thank you for taking the time to share your experience with us. We never want anyone to leave feeling frustrated or unheard, so we took a close look into your account and call history. From…”
Our classifier read this reply as a deflection.
Support unhelpful
4 reports · 19% of complaints“My bill was due June 2 and my lights were disconnected June 5 for non payment with no disconnection letter.”
1 reader marked this review helpful on Trustpilot.
“I did not like the way after I processed my credit card and you came back to me for further docs.”
The company replied on 2026-06-23: “Hey Scott, We're sorry to hear the additional documentation request was frustrating. In some cases, we may need extra information to complete security and fraud prevention checks. These measures are…”
Our classifier read this reply as a substantive response.
“It took multiple tries and support calls to add demand thermostat.”
Support unreachable
3 reports · 14% of complaints“If you call the 800 number you will wait on hold for a very very long time to speak to someone”
The company replied on 2026-06-29: “We're truly sorry for the wait times and email delays you experienced—that's not the service we're aiming for. We've been growing rapidly as of late and are actively hiring to strengthen our support…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Power was turned off that night, Oncor says Octopus didn't switch us, and I can't get ahold of anyone at Octopus to address this.”
The company replied on 2026-09-08: “Hi, we’re sorry for the stressful start to service in your new home, especially in this heat. We emailed on August 23rd requesting additional documents required to complete your enrollment ahead of…”
“I sent a message online for how to setup automatic payment from my checking account but I still don’t have answer from octopus customer service is very pathetic”
The company replied on 2026-05-19: “Thank you for reaching out, and I'm truly sorry for the frustration — a delayed response is never the experience we want for you, and I completely understand how that feels. Setting up automatic…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
3 reports · 14% of complaints“Incorrect billings, missed discounts, and changes to payment fees have been numerous and constant.”
The company replied on 2026-06-16: “If you can reach out to us at [email protected], we'd be happy to look into your experience and make things right!”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Nobody told me they were going to charge me to cancel my subscription.”
The company replied on 2026-05-18: “Thank you for sharing your experience — we're sorry to hear this caught you off guard, and we completely understand the frustration. When customers enroll through one of our third-party partners, the…”
Our classifier read this reply as a substantive response.
It promised: refund.
“i did not know it would increase cuz of an extra charge”
The company replied on 2026-05-15: “Hi Marianela, thank you for sharing your experience — feedback like this is exactly how we get better. We're sorry the rate structure wasn't clearly explained at the time you enrolled. The 9¢/kWh is…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Hard to cancel
2 reports · 10% of complaints“continue services days after you request the date to be cancelled”
The company replied on 2026-08-17: “Hi there, thanks for flagging this. This definitely isn’t the smooth, simple experience we’re aiming for. We’d love to take a closer look at what happened with your service dates, payments, and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Nobody told me they were going to charge me to cancel my subscription.”
The company replied on 2026-05-18: “Thank you for sharing your experience — we're sorry to hear this caught you off guard, and we completely understand the frustration. When customers enroll through one of our third-party partners, the…”
Our classifier read this reply as a substantive response.
It promised: refund.
Compare Octopus Energy US with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-06.