Octopus Energy Germany: most-reported complaints
Automated analysis of 129 public Trustpilot reviews published 2021-07-07 to 2026-08-22. TrustScore 4.8 from 101,748 total reviews — see the Trustpilot page. Quick answer: is Octopus Energy Germany legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 11 out of 31 identified complaints citing this issue. Support being unreachable is the second most common concern, mentioned in 9 complaints. Billing errors and problems with switching providers were each reported in 4 complaints.
How to reach Octopus Energy Germany
These are the contact details Octopus Energy Germany publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0800 400 8010, email [email protected], address August-Everding-Straße 25, München, 81671, DE.
The company claimed its Trustpilot profile on 2020-11-12, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 1 of 28 in Energy Supplier. We last checked this profile on 2026-09-27 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.8★ on Google (6,571 reviews)
TrustScore over time
4.8 → 4.8 across 11 census measurements since 2026-08-23. 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: 2026-08-23 (99%, 3.4d) · 2026-08-27 (99%, 3.4d) · 2026-09-01 (99%, 3.7d) · 2026-09-04 (98%, 3.7d) · 2026-09-07 (98%, 3.7d) · 2026-09-10 (98%, 3.7d) · 2026-09-13 (98%, 3.7d) · 2026-09-16 (97%, 3.7d) · 2026-09-20 (98%, 3.7d) · 2026-09-23 (98%, 3.7d) · 2026-09-27 (97%, 3.7d).
Severity: 32% of this company’s 31 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.5 days between the experience and publishing their negative review (31 reviews record both dates).
Octopus Energy operates in 6 markets we track — compare its complaint mix by country.
What their policy promises
delivery promise: email
“Deine E-Mail-Adresse benötigen den Versand der Kündigungsbestätigung.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-23.
Measured reply time: across 33 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 33 company replies to negative reviews analysed, 55% engaged with the specific problem and 33% were generic templates.
47% of its 94 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: support unhelpful makes up 36% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 28,665 of this company’s 101,748 Trustpilot reviews (28%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Octopus Energy Germany?
Support unhelpful
11 reports · 36% of complaints“Clearly wrong information Complete lack of process”
The company replied on 2025-05-28: “Hallo Arian, Ich hoffe dir gehts Gut :) Ich bin vom Bewertungsteam :) Für uns hat das Thema Kundenservice, als auch die Bewertungen und das damit verbundene Feedback größte Wichtigkeit.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“The hardware that was delivered als was not the correct one.”
The company replied on 2025-09-30: “Hallo Ratna, Vielen lieben Dank für dein Feedback. Wir entschuldigen uns an erster Stelle einmal für die Unstimmigkeiten und wie die ganze Sache gelaufen ist. Das Wärmepumpenteam, teilte mir schon…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“After so many emails still no progress.”
The company replied on 2025-10-31: “Hello Kafi Khan, thank you for taking the time to give us your feedback. I am very sorry to hear that the activation of your smart meter is taking so long since June 2025 and that you have not yet…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
9 reports · 29% of complaints“I sent you an email to ask, but no one reply me”
The company replied on 2025-06-04: “Dear Mr. Lin, thank you your review! We are very sorry to hear that you were not satisfied with our service. We sincerely apologize that our response time to your email did not meet your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“8 days waiting for one single answer from them by email”
The company replied on 2025-06-26: “Hello, thank you for your feedback. Unfortunately, we are unable to locate a customer number based on your details. We are very sorry that you have waited 8 days for a response from us, which is not…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have sent 3 emails with pictures, without any reply”
The company replied on 2023-08-22: “Hello Andre, Thank you for your review. We have checked your meter readings in the system and then sent you a message that we need your help with the meter readings again. As I was able to ascertain,…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
4 reports · 13% of complaints“I have sent 3 emails with pictures, without any reply”
The company replied on 2023-08-22: “Hello Andre, Thank you for your review. We have checked your meter readings in the system and then sent you a message that we need your help with the meter readings again. As I was able to ascertain,…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was charged over 200 pounds for something i never used”
The company replied on 2024-10-25: “Hallo Marinica, Vielen lieben Dank für das Feedback. Kontaktiere doch bitte einmal unseren Support zu deinem Anliegen. Wir sind uns sicher, zusammen wird eine Lösung gefunden :) Love & Power Dein…”
Our classifier read this reply as a template response.
“The customer service executive doesn't answer all questions. Contract created with wrong move in date”
The company replied on 2025-09-12: “Hi Kushal, thank you very much for your feedback 💙. I’ll be happy to take care of correcting your contract so that it starts with the right move-in date. I’ll reach out to you personally right away,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Switching problems
4 reports · 13% of complaints“We have to wait a year because you waited a day before cancelling our present provider.”
The company replied on 2025-05-26: “Hi Hugh, I totally get that the different cancellation date is confusing you. But don't worry: We sent the cancellation to your old supplier directly on the day you signed your contract with us.…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Couldn't handover Contract even after two months of registration and then i am without contract”
The company replied on 2025-09-03: “Hello, we are extremely sorry to read about your experience. The failed switch and the repeated requests for documents you described are completely unacceptable and fall far below the standard of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“our gas contract had been terminated without our authorization.”
The company replied on 2023-12-21: “Hello Alifiyah, thank you very much for your review. You ordered the gas supply from us on 26.11.23 as of 04.01.24. We immediately took the necessary steps and requested the termination from GASAG.…”
Our classifier read this reply as a deflection.
Overcharging
3 reports · 10% of complaints“I was charged over 200 pounds for something i never used”
The company replied on 2024-10-25: “Hallo Marinica, Vielen lieben Dank für das Feedback. Kontaktiere doch bitte einmal unseren Support zu deinem Anliegen. Wir sind uns sicher, zusammen wird eine Lösung gefunden :) Love & Power Dein…”
Our classifier read this reply as a template response.
“they increase the prices as soon as you're out of the price guarantee”
The company replied on 2023-08-01: “Hello Andre, thank you for your review. Beste Grüße Dein Octopus Energy Team”
Our classifier read this reply as a template response.
“Monthly Price was increased later once contract bid made”
The company replied on 2025-09-09: “Hi Avinash, Thanks for your feedback. We understand it's frustrating when the monthly payment is higher than expected, and we'd like to explain this transparently. This is a common point of…”
Our classifier read this reply as a substantive response.
Contract term changes
3 reports · 10% of complaints“our gas contract had been terminated without our authorization.”
The company replied on 2023-12-21: “Hello Alifiyah, thank you very much for your review. You ordered the gas supply from us on 26.11.23 as of 04.01.24. We immediately took the necessary steps and requested the termination from GASAG.…”
Our classifier read this reply as a deflection.
“My contract is wrong. I applied from Check24 to start from 15.10.2023 but my contract will start 15.10.2024 and I cannot change or cancel this contract.”
The company replied on 2023-11-02: “Hello Mehmet, Thank you very much for your review. Your upstream supplier Süwag Vertrie has confirmed the termination as of: 14.10.2024. Therefore, we could only register you for 15.10.2024. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“they increase the prices as soon as you're out of the price guarantee”
The company replied on 2023-08-01: “Hello Andre, thank you for your review. Beste Grüße Dein Octopus Energy Team”
Our classifier read this reply as a template response.
Compare Octopus Energy Germany 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 2026-09-01.