Octopus Energy France: most-reported complaints
Automated analysis of 118 public Trustpilot reviews published 2024-09-02 to 2026-08-25. TrustScore 4.9 from 54,288 total reviews — see the Trustpilot page. Quick answer: is Octopus Energy France legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report billing errors and account or app problems, with each issue cited in 7 out of 19 complaints. Support issues are also frequent, as 5 reviewers found the company unreachable and 4 described the support as unhelpful. No clear trend can be established for these issues due to a lack of sufficient review data.
How to reach Octopus Energy France
These are the contact details Octopus Energy France publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 09 77 55 80 30, email [email protected], address 87 rue de Richelieu, Paris, 75002, FR.
The company claimed its Trustpilot profile on 2023-12-04, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 1 of 12 in Energy Supplier. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.8★ on Google (4,570 reviews)
TrustScore over time
4.9 → 4.9 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 (100%, 1.0d) · 2026-08-27 (99%, 1.0d) · 2026-09-01 (100%, 1.1d) · 2026-09-04 (99%, 1.1d) · 2026-09-07 (100%, 1.0d) · 2026-09-10 (100%, 1.0d) · 2026-09-13 (99%, 1.0d) · 2026-09-16 (100%, 1.1d) · 2026-09-20 (100%, 1.0d) · 2026-09-23 (98%, 1.0d) · 2026-09-27 (100%, 1.1d).
Octopus Energy operates in 6 markets we track — compare its complaint mix by country.
Reply quality: of 22 company replies to negative reviews analysed, 73% engaged with the specific problem and 18% were generic templates.
Review provenance: 82 company-invited reviews in the recent window average 4.91★, while 36 organic (uninvited) reviews average 4.67★.
31% of its 110 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: billing errors makes up 37% of this company’s complaints vs a 22% median across 55 ranked companies in its sector.
Review velocity: 27,800 of this company’s 54,288 Trustpilot reviews (51%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Octopus Energy France?
Billing errors
7 reports · 37% of complaints“their billing system has given me a credit when none was due”
The company replied on 2024-12-20: “Hello, Thank you for taking the time to write your review, doing this lead me to acknowledge your situation. Our financial team is currently working on this, and I will update you as soon as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“MONTHS LATER, THAT CREDIT HAS MYSTERIOUSLY DISAPPEARED AND I AM NOW BEING CHASED BY LCS FOR AN “UNPAID BALANCE”.”
The company replied on 2026-02-03: “Hello there 😊 Thank you for leaving this review. We really appreciate all feedback, even negative feedback. We are always looking to improve our service and use reviews like these to identify where…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Octopus has cheated me first by false billing, consistentover billing”
The company replied on 2026-01-23: “Hi Jyoti 😊 Just so you know, you've posted this review on our French Trustpilot account - but I've spoken to my colleagues in the UK to make sure we're on top of this. I'm really sorry to hear about…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Account/app problems
7 reports · 37% of complaints“they are unreachable and they dont share any update”
The company replied on 2024-09-02: “Hello Mrs Marra, I'm very sorry for the inconvenience you've experienced in activating your electricity contract. I fully understand your frustration and would like to apologise for the delay and…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“bureaucratic problems because their software canceled my contract at first”
The company replied on 2026-05-16: “Hello, Thank you for taking the time to share your experience. I sincerely apologize for the administrative difficulties and the headache you encountered with the refunds upon your arrival. We are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“It's was impossible to register by my self for a few days”
The company replied on 2025-10-27: “Hello Georgiy ! 😊 First of all, thank you for taking the time to give your opinion. It really matters to us and helps us improve. We are deeply sorry for the poor start you experienced as a new…”
Our classifier read this reply as a substantive response.
Support unreachable
5 reports · 26% of complaints“their billing system has given me a credit when none was due”
The company replied on 2024-12-20: “Hello, Thank you for taking the time to write your review, doing this lead me to acknowledge your situation. Our financial team is currently working on this, and I will update you as soon as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“they are unreachable and they dont share any update”
The company replied on 2024-09-02: “Hello Mrs Marra, I'm very sorry for the inconvenience you've experienced in activating your electricity contract. I fully understand your frustration and would like to apologise for the delay and…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“I tried three times and that didn't happen”
The company replied on 2025-04-05: “Hello Tim, 👋 I'm very sorry for the bad experience you've had with us, which in no way reflects the support we provide for each and every one of our customers, in particular through the talents of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
4 reports · 21% of complaints“Octopus has cheated me first by false billing, consistentover billing”
The company replied on 2026-01-23: “Hi Jyoti 😊 Just so you know, you've posted this review on our French Trustpilot account - but I've spoken to my colleagues in the UK to make sure we're on top of this. I'm really sorry to hear about…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I am being left in the cold and dark for at least dour days. My Linky box does not communicate with Enedis.”
The company replied on 2025-01-20: “Hello Max, Thank you for reaching out to us. I sincerely apologize for the frustrating experience you’ve encountered with your Linky box and the communication with Enedis. I understand how…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I am still not certain if I am on the correct tariff as there was no clarity in the infomation given.”
The company replied on 2026-07-05: “Hello, I am sincerely sorry to read that your experience with our customer service was so confusing and that you are now uncertain about your offer. This is not at all the level of support we aim to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Aggressive collections
3 reports · 16% of complaints“MONTHS LATER, THAT CREDIT HAS MYSTERIOUSLY DISAPPEARED AND I AM NOW BEING CHASED BY LCS FOR AN “UNPAID BALANCE”.”
The company replied on 2026-02-03: “Hello there 😊 Thank you for leaving this review. We really appreciate all feedback, even negative feedback. We are always looking to improve our service and use reviews like these to identify where…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Octopus has cheated me first by false billing, consistentover billing”
The company replied on 2026-01-23: “Hi Jyoti 😊 Just so you know, you've posted this review on our French Trustpilot account - but I've spoken to my colleagues in the UK to make sure we're on top of this. I'm really sorry to hear about…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Im being harrasses by octopus energy ive never been a customer they are chasing another person's debt not mine”
The company replied on 2025-01-20: “Hello, Thank you for contacting us. In order to better assist you and effectively address your concerns, could you please share more specific details about, for example, your contact details or email…”
Our classifier read this reply as a template response.
Compare Octopus Energy France 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 2026-08-31.