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I joined Greenstar on a 12 mth fixed tarriff dual fuel deal via MSE last September, decided to change when the contract came to an end as I had found a cheaper supplier...since then they have tried to take £794 from my bank account with no explanation. Thankfully I cancelled the direct debit when I changed supplier.

I have since then recieved several and sometimes multiple letters on the same day with final.demands for this sum...again no explanation what this is for. I have emailed them a few times but have had no reply.

I understood there may of been a termination fee if cancelled contract within the 12 months which I didn't and this huge amount seems ludicrous. We only live in a small 2 bedroom house.

Does anyone have any ideas?!

Transferred to Green Star in September 2016, but it took a good 7-8 weeks before the transfer was complete. My emails to them during this period were unanswered. They didn’t respond to my emails until the transfer had taken place.

I received the first dual estimated bill from them in January 2017, although it only covered the period up to the end of November 2016 (I’m not sure why.) I didn’t check the meters at the time, but compared to what I had been paying before it seemed an accurate estimate of both my gas and electricity.

Thankfully I pay quarterly rather than direct debit, because at the beginning of March 2017 I received the second energy bill from them, and the charge for gas was approximately £350 more than what it should be. The gas meter reading on the bill was inaccurate, yet it had apparently been read by a one of their meter readers?

On 5 March I entered the correct gas meter reading on their website and followed it up with an email to their customer services department. They responded to this 5 days later explaining that their system had not accepted the new reading. They asked me to check again and send a photograph of my meter, which I did that very same evening.

11 days later on 21 March they responded asking if I had solar panels because ‘solar panels if not compatible to the meter can have an effect on meter readings’. I confirmed that I did not have solar panels. I live in a flat and the meters are in a cupboard in a communal hallway. There are 6 of them, but the flat numbers are clearly marked on each meter. Even so, I was thinking that perhaps they read the wrong one, or perhaps the reader went to the wrong address? There is a road leading onto ours with the same house/flat numbers and occasionally delivery drivers etc. go to the right house number, but in the wrong street. I explained all of this in my response to them on 21 March and included a new up-to-date meter reading and photograph of the meter.

It’s 24 March today and so far I have not received a response to my last email to them, but this morning I did receive a debtors letter from them stating that the (hugely inaccurate) bill was overdue and warning me that I need to pay. I have just emailed their customer services department asking them to cancel the debtors letter, and (for the 3rd time) to send me an accurate bill. I included the whole email chain mentioned above.

I’m not sure how long this is going to go on for, but based on my own experiences so far, I would advise people to not pay by Direct Debit if you are considering transferring to Green Star. I would also advise people not to bother phoning them if you have any issues, instead correspond with them by email so that you have a record/evidence of the conversations.

I don't know Sam, but whatever you do don't pay by direct debit. They will over estimate your bill by a huge amount, take the money from your bank account and you will have a hell of a job getting the money back from them again.

5 April now and the issue I have with them still hasn't been resolved. They are ignoring my emails now to both their customer service and complaints department, so no doubt I'll receive another debt letter from them soon. I'm going to have to go to stage 3 of their complaints procedure, which involves writing a letter to their Complaints Manager and sending it by registered mail. The ombudsman won't take up the complaint for two months and only once I have exhausted their complaints procedure.