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  • FIRST POST
    • MSE Archna
    • By MSE Archna 7th May 13, 10:25 AM
    • 1,872Posts
    • 5,996Thanks
    MSE Archna
    Add your feedback on energy supplier Flow
    • #1
    • 7th May 13, 10:25 AM
    Add your feedback on energy supplier Flow 7th May 13 at 10:25 AM
    This is a feedback thread on energy supplier

    Flow Energy

    Please share your experience with other MoneySavers. Click reply to take part

    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the


    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 12:47 PM.
    Report inappropriate posts: forumteam@moneysavingexpert.com




Page 8
    • Hengus
    • By Hengus 3rd Apr 17, 1:48 PM
    • 4,178 Posts
    • 2,427 Thanks
    Hengus
    I'm leaving them too. Just had a letter saying they will auto put me over to a new fixed " Flow Fixed May 2018" but there are no details on their website about it. Clicked a link in letter to say I am moving.
    Originally posted by ScoobyZ
    Under Ofgem Licence Conditions, no supplier is allowed to transfer a customer from one fixed tariff to another without the customer's prior approval.
    • Hockeynut
    • By Hockeynut 6th Apr 17, 10:57 AM
    • 80 Posts
    • 30 Thanks
    Hockeynut
    Hardly had a word from Flow since I did the switch last March (16), which is fine with me. The statements were all online and the switch to them was smooth.

    When I called them to check whether I was in arrears or anything it was all good, they were very helpful.

    That said, they aren't competitive enough for me now, so I'm looking around at the moment.
    • billh65
    • By billh65 7th Apr 17, 9:45 PM
    • 6 Posts
    • 0 Thanks
    billh65
    As I understand it, even though new meters will be 'smart' enabled in the future, you can still request that they are disabled if you prefer (i.e not smart)
    • AbbieCadabra
    • By AbbieCadabra 20th Apr 17, 11:53 AM
    • 1,567 Posts
    • 944 Thanks
    AbbieCadabra
    does anyone know how flow are for refunds after leaving? we're due to switch in a couple of weeks & if I leave our next direct debit to go through next week, i'm estimating that we'll be nearly £70 in credit after our final bill (the DD payment is £77). we'll still be in credit (probably about £10) after our bill for April even if i don't cancel the DD, but if I cancel the DD now will it cause an issue for the switch?
    • AbbieCadabra
    • By AbbieCadabra 24th May 17, 12:44 PM
    • 1,567 Posts
    • 944 Thanks
    AbbieCadabra
    does anyone know how flow are for refunds after leaving? we're due to switch in a couple of weeks & if I leave our next direct debit to go through next week, i'm estimating that we'll be nearly £70 in credit after our final bill (the DD payment is £77). we'll still be in credit (probably about £10) after our bill for April even if i don't cancel the DD, but if I cancel the DD now will it cause an issue for the switch?
    Originally posted by AbbieCadabra
    just for info - I rang flow to query this & was told that there must be an active DD on the account for the switch to go ahead. any refund would be sent by bacs, up to 14 days after final reads received/verified.

    I had emailed with the same query in the meantime, but rang as no reply after a few days. email reply was eventually received & advised the opposite! it said that they'd cancel DD due end of the month as already in credit.

    they didn't cancel the DD as advised in email & our final bill is still to be produced.
    • Scatty1
    • By Scatty1 9th Jun 17, 8:35 AM
    • 2 Posts
    • 0 Thanks
    Scatty1
    I changed to Flow at the beginning of May. They have yet to add my meter readings I provided on May 30th as apparently the "National database is currently updating and my readings cannot be validated"
    This takes at least 10 days...... Seriously????? Are they having a laugh??????
    Also requested that my DD be taken on 2nd monthly (purely for my convenience) It took them 7 days to reply, and then said they couldn't do it unless I emailed their payments department, as due to data protection, my request via the 'contact us' link on my account home page is not classed as "being from me"
    Not sure I have much faith in these guys and am beginning to regret my move to them......����
    • AbbieCadabra
    • By AbbieCadabra 13th Jun 17, 10:48 AM
    • 1,567 Posts
    • 944 Thanks
    AbbieCadabra
    5 weeks after switching & we have our final bill from Flow, over £100 refund due, hopefully within the stated 14 days!
    Last edited by AbbieCadabra; 13-06-2017 at 10:51 AM.
    • SimonHea
    • By SimonHea 14th Jun 17, 7:21 AM
    • 2 Posts
    • 0 Thanks
    SimonHea
    I've applied to switch FROM Flow to Affect as it would save me £106 per year. A couple of days after applying to make the switch I got a call from Flow effectively offering to match Affect's rates, they said they had just bought out new rates but doing a comparison just now the best rate I can get from Flow is the one I'm on already. It seems they have 'special' customer retention rates. My change to Affect is going ahead as I don't like companies who only wheel out their best rates when you threaten to move!
    • ScoobyZ
    • By ScoobyZ 14th Jun 17, 7:25 AM
    • 364 Posts
    • 118 Thanks
    ScoobyZ
    5 weeks after switching & we have our final bill from Flow, over £100 refund due, hopefully within the stated 14 days!
    Originally posted by AbbieCadabra
    Same here. 5 weeks and got my bill yesterday.
    • mgrowe
    • By mgrowe 14th Jun 17, 12:45 PM
    • 12 Posts
    • 3 Thanks
    mgrowe
    I was thinking about switching to Flow but when I asked them, they said they don't support the Feed in Tariff - we have solar panels.

    Would be great to have a bit more info in the comparisons.
    Originally posted by flagstones
    You don't have to move the feed in tariff you can just move your electric/gas supplier and leave the tariff with your existing supplier (I have done this). They are separate
    • mgrowe
    • By mgrowe 14th Jun 17, 12:49 PM
    • 12 Posts
    • 3 Thanks
    mgrowe
    Good so far
    I moved recently to Flow from SSE.

    Move went very smoothly from the Flow end and all went through as planned.

    I like the online account with Flow and their emails about the move were good. Should save me about £300 a year as well.

    Still waiting for my refund from SSE though. Main reason I moved was how bad SSE were at customer service.
    • katejo
    • By katejo 14th Jun 17, 2:47 PM
    • 2,972 Posts
    • 1,135 Thanks
    katejo
    I moved recently to Flow from SSE.

    Move went very smoothly from the Flow end and all went through as planned.

    I like the online account with Flow and their emails about the move were good. Should save me about £300 a year as well.

    Still waiting for my refund from SSE though. Main reason I moved was how bad SSE were at customer service.
    Originally posted by mgrowe
    I was previously with SSE (under M & S Energy) and had no problem with customer services at all. I moved because of the prices but was reluctant to do so.
    • mariegriffiths
    • By mariegriffiths 20th Jun 17, 11:55 PM
    • 64 Posts
    • 15 Thanks
    mariegriffiths
    • Did you switch go smoothly?
    • Yes
    • Have you had problems since?
    • No
    • Is it easy to contact?
    • Yes
    • Very helpful on getting meter exchange done and flexible in dates
    • Seems to keep low for 4 years now but is stating to lose competitiveness in price
    • HonourlessWeasel
    • By HonourlessWeasel 16th Jul 17, 3:52 PM
    • 50 Posts
    • 39 Thanks
    HonourlessWeasel
    Afternoon All,

    Switched to Flow in April of this year - actually, not technically a switch, they were already serving this property, I just happened to purchase the house. I phoned them before any of the furniture even made it into the place, yet it took them over a month to hear anything back at all, even a progress acknowledgement. During that month period I contacted them because I thought it was entirely unreasonable to not hear anything (not even an account number), and it took them over a week to reply by email where I was told it takes up to six weeks to create an account.

    I don't deem that acceptable as in my previous property EDF came to the property in less than seven days from initial request and fitted an Economy 10 meter while also setting up a brand new account. The only information that Flow actually sent me, by email, was "We know people don't like Welcome Packs..." and the rest of the email just directed me to where I could log in online to submit meter readings.

    Since then, I've submitted meter readings, then 48 hours later received an email demanding a meter reading because I've failed to submit one. *Slow hand clap*.

    After their "system" eventually recognised my meter reading some days later, I had a balance to pay one occasion when I logged in, unfortunately I didn't have any cards on me to do so. I came back to it the next day and the balance had gone, so I couldn't pay it - why? That's make no sense whatsoever.

    We've had a meter reader come round for Flow to read the electricity meter - he refused to read the gas meter - and turned up with the account details for the previous owners of the property who left months ago.

    Now, when I go online and attempt to pay my balance (I refuse to pay by direct debit having so far seen how terrible they are) I get a message telling me that they cannot accept card payments at the moment. That's been going on for the past week at least. It's got nothing to do with my cards, I've tried multiple cards from different banks, it's entirely a failing on their part.

    EDF were a terrible company who tried their hardest to rip people off left, right and centre but so far Flow have been far worse, especially in the customer services stakes. It's a shame that according to the Cheap Energy Club I seem to be on the cheapest tariff available for me. I think I may be leaving them anyway, even if I move to something slightly more expensive for a while, it's been a shambles from start to finish so far. Waiting a week for a reply to an email is unacceptable - I've worked in customer services before, the maximum people should wait for a reply is 24 hours.
  • Flow Energy
    Hello,

    I am very sorry to hear you are unhappy with the Change of Tenancy process following your move into your new home. Please can you contact us with your account number so we can investigate this further for you? You can email us at help@flowenergy.uk.com, private message us on Facebook (https://www.facebook.com/FlowEnergyUK/) or Twitter (https://twitter.com/FlowEnergyUK) or call our friendly Customer Services Team on 0800 092 0202.


    Warm regards,
    Flow
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • Capt MashPotato
    • By Capt MashPotato 1st Aug 17, 5:18 PM
    • 18 Posts
    • 0 Thanks
    Capt MashPotato
    Cashback Issue
    Hi, I switched to Flow back in April with them becoming my 'official' supplier on May 23rd. However, MSE sent me an email last week saying my switch was half complete and still waiting for electricity to swap over. Having spoken to Flow today, they verified the aforementioned date above is correct.

    So, how does this get updated? Is this MSE or Flow being slow? Thanks
    • gsmlnx
    • By gsmlnx 8th Aug 17, 11:58 AM
    • 677 Posts
    • 545 Thanks
    gsmlnx
    Coming towards the end of my gas fix term tariff (15 months) and will be moving away.
    All has been good except for the last 3 months' bills where Flow have ignored my monthly meter readings and added their own value (much higher of course). Phoned Customer Services and got through quickly but just told it wouldn't happen next month. Well guess what, it did repeatedly.
    Not impressed currently.
    • footyguy
    • By footyguy 8th Aug 17, 1:36 PM
    • 3,506 Posts
    • 1,398 Thanks
    footyguy
    Hi, I switched to Flow back in April with them becoming my 'official' supplier on May 23rd. However, MSE sent me an email last week saying my switch was half complete and still waiting for electricity to swap over. Having spoken to Flow today, they verified the aforementioned date above is correct.

    So, how does this get updated? Is this MSE or Flow being slow? Thanks
    Originally posted by Capt MashPotato
    When will I get my cashback?

    If you went through a comparison or provider which promises cashback when you switch - including our Cheap Energy Club - it usually takes between three to five months to hit your bank account, depending on how quick the supplier is at processing your application.


    The cashback will appear as "EnergyClubCashbk" on your bank statement. If you opted not to pay for your energy by direct debit, the cashback will be paid by cheque.
    I haven't received my cashback - what should I do?

    If you move to a supplier that we can switch you to, £15 cashback is paid for a single fuel switch, £30 if you switch both fuels. Cashback is paid in to your bank account around three months after switching, but it can sometimes take longer if your supplier is slow to confirm this to us. It will appear as "EnergyClubCashbk".


    If it's been over six months since your switch, let us know by emailing energyclub@moneysavingexpert.com and we'll follow this up for you.


    ...

    Source: https://clubs.moneysavingexpert.com/cheapenergyclub/faq

    I guess, if you are still waiting after 6 months, if you were to also provide MSE with a copy of your first bill/statement from flow that confirms they are now supplying you, that will help.
    • footyguy
    • By footyguy 8th Aug 17, 1:42 PM
    • 3,506 Posts
    • 1,398 Thanks
    footyguy
    Coming towards the end of my gas fix term tariff (15 months) and will be moving away.
    All has been good except for the last 3 months' bills where Flow have ignored my monthly meter readings and added their own value (much higher of course). Phoned Customer Services and got through quickly but just told it wouldn't happen next month. Well guess what, it did repeatedly.
    Not impressed currently.
    Originally posted by gsmlnx
    I understand your frustration with this situation.

    However, if you are about to now switch supplier anyway, I suspect it's not worth worrying about.

    Ensure you provide a meter reading to the new supplier at actual switching date, and then ensure the outgoing supplier uses the same reading for their final bill as the new supplier uses for their start reading, and the issues you currently are worrying about will then resolve themselves.
    i.e. you will only pay for what you have used
    • gsmlnx
    • By gsmlnx 8th Aug 17, 2:48 PM
    • 677 Posts
    • 545 Thanks
    gsmlnx
    @footyguy
    Not bothered per se, just annoyed as it has ruined what would have been a good recommendation for the firm otherwise. And the fact I wasted my time phoning them when nothing changed.
    And yes I will be ensuring that the correct readings appear on the both the new supplier opening reading and Flow's final bill even though it would be cheaper for me to pay Flow's rates for the "additional units they estimated so far". But I wouldn't want to benefit from it in that way.
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