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Called Green Star yesterday to confirm some details I wanted so I could complete my letter of complaint to the energy ombudsman. When asked why I was complaining to the ombudsman I pointed out I have an open complaint with Green Star relating to an incorrect gas reading which would generate a bill of around £6800 and that I had had at least two versions of how this would be handled. First version - the "system" would not allow a bill of that size to be issued. Second version - there is a chance that the system will generate the bill "but don't worry". I was told that the person in the complaints dept was unavailable but would call back and that she could guarantee that no bill would be issued. At this point I told her that the phone system I was using also records calls and was she still willing to guarantee that no bill would be issued. At this point things changed dramatically. A statement was read out warning me against misusing an information Green Star gave on the call with a possible fine. She then stated that nothing was guaranteed and the agent in the complaints dept had become available!

When talking with the person from their complaints dept. a few anomalies arose:
A complaint had been raised regarding the potential £6800 gas bill but had been closed when the statement that their system would never allow a bill of that magnitude to be issued was made and that it would be investigated and sorted. However when I called a week later to check on progress I was told that their systems might actually generate the bill but not to worry as they would suspend the account for 3 months. I asked for confirmation in writing but was told there would be a delay to allow for an investigation. I pointed out that there had already been a complaint raised which would have been investigated so why the need to investigate again. I was told that as it was a new complaint that's just the way things work. However on yesterdays call it transpires that no second complaint was raised and the first complaint was just re-opened. Still no letter of confirmation though.

I asked if Green Star considered the switch complete as the electricity reading is 00000 and the gas reading is so far out its laughable. I was told that yes the switch was considered complete and the incorrect gas reading will be sorted and regarding the electricity reading this meter had been physically read but had been incorrectly entered into the system by the reader. I can understand someone miss-reading a series of digits (we are all human) but I find it hard to believe anyone would enter 00000 and think that's ok.

Today I called again as a thought had occurred last night regarding the electricity meter. Its an internal meter and no one has appeared in person asked permission to read it, so how was a manual reading obtained. After being put on lengthy hold twice was told that all their systems had just gone down and I would need to call back - coincidence?.

Sadly my experience to date has been that each time I call the story changes. If you every get a reply by email its a loooong wait. When you catch them out in contradictions in the official story excuses are invented. I'm afraid I no longer believe a word they say and would strongly advise anyone looking to switch to look elsewhere.

Three months in and I'm still waiting for my gas supply to be moved across. I've never had this amount of trouble with switching before!