Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 12th Sep 13, 12:02 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Add your feedback on energy supplier Green Star Energy
    • #1
    • 12th Sep 13, 12:02 PM
    Add your feedback on energy supplier Green Star Energy 12th Sep 13 at 12:02 PM
    This is a feedback thread on energy supplier

    Green Star 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



    Update February 2016:

    You might also like to read our Green Star analysis.
    Last edited by MSE Andrea; 16-02-2016 at 10:24 AM.
Page 10
    • StopIt
    • By StopIt 18th May 17, 11:59 AM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    as someone who has Just started to switch, I am now exceedingly worried that in fact I have made a terrible mistake. Is anybody able to douse my fears with any thing positive?
    Originally posted by dings74

    "Look, here's a picture of a cute kitty cat".


    Or: It looks like maybe the Green Star systems are behind the e-mails, something that isn't uncommon. SP took forever and a day to let me enter meter readings online when I switched to them also. Once it was all set up however it has been plain sailing.


    If we are getting the same troubles in a month, then panic.
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 18th May 17, 2:49 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    as someone who has Just started to switch, I am now exceedingly worried that in fact I have made a terrible mistake. Is anybody able to douse my fears with any thing positive?
    Originally posted by dings74
    The majority of switches will proceed with no issue at all. I hope that yours falls into this category. In the event of any concerns please email mse@mygreenstarenergy.com.
    Best, SB
    Official Company Representative
    I am the official company representative of Green Star 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"
    • MSE Dan L
    • By MSE Dan L 18th May 17, 5:57 PM
    • 606 Posts
    • 371 Thanks
    MSE Dan L
    Hi all

    Thanks for your posts. I'm sorry to hear that a few of you have had a few hiccups with the switchover to Green Star Energy. Switching is generally straightforward, so it is always frustrating when we hear that things don't go to plan.

    As part of its bid to take part in the collective, it agreed to boost its customer service so we'll certainly be following up with it to understand the issues that some of you have highlighted.

    If you need to get in touch with Green Star, do use its dedicated collective contact routes. You can call it on the MSE number 0800 029 1560 or email mse@mygreenstarenergy.com.

    Hopefully you should hear back quicker by contacting it this way than by the normal email address/phone numbers.

    I hope this helps.
    Last edited by MSE Dan L; 19-05-2017 at 8:51 AM.
    • StopIt
    • By StopIt 19th May 17, 7:36 AM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    Hi all

    Thanks for your posts. I'm sorry to hear that a few of you have had a few hiccups with the switchover to Green Star Energy. Switching is generally straightforward, so it is always frustrating when we hear that things go to plan.

    As part of its bid to take part in the collective, it agreed to boost its customer service so we'll certainly be following up with it to understand the issues that some of you have highlighted.

    If you need to get in touch with Green Star, do use its dedicated collective contact routes. You can call it on the MSE number 0800 029 1560 or email mse@mygreenstarenergy.com.

    Hopefully you should hear back quicker by contacting it this way than by the normal email address/phone numbers.

    I hope this helps.
    Originally posted by MSE Dan L

    I used this e-mail and I'm sure other people did also.


    This was to submit my meter reads a couple of days ago and I still don't know if anyone has even seen the e-mail, let alone actioned the meter reads.


    There's nothing wrong with a few IT systems issues, they happen all the time, but I think people are worried that they're not receiving the service they should be considering the promise to step up with a dedicated team for this switch.


    Hopefully you guys can get in touch with Green Star and make sure that your collective switch customers are guided through this switch properly.
    • StopIt
    • By StopIt 19th May 17, 11:32 AM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    Just an update and apologies for the double post.


    My account with Scottish Power shows both Gas and Electricity as switched to Green Star (Hudson Energy). They're now awaiting my initial meter readings from them to send my final bill.


    Time to step up guys. You have the meter reads, I hope there wont be any further communications break downs!
    • MSE Dan L
    • By MSE Dan L 19th May 17, 4:02 PM
    • 606 Posts
    • 371 Thanks
    MSE Dan L
    Hi all

    Just to add to my earlier posts, a few points of feedback around the meter read issues which were mentioned. Green Star has confirmed that it has spotted some intermittent issues with meter readings being added to accounts, which it believes has led to some of the error messages being mentioned.

    The good news is that it believes this has now been resolved, so if you've been asked to provide meter readings, fingers crossed this'll work again as usual.

    We're continuing to work closely with Green Star to look at some of the other service issues mentioned. In the meantime, if you need to get in touch with it, do use the special collective number 0800 029 1560.

    Thanks
    • smartn
    • By smartn 19th May 17, 4:30 PM
    • 291 Posts
    • 591 Thanks
    smartn
    I've had the same problems as I am sure many others have had with the collective switch. I sent an email with my readings on the 16th and still haven't even had a reply. Not off to a good start are we? And I still can't fill in a reading online.
    • StopIt
    • By StopIt 22nd May 17, 8:00 AM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    Hi all

    Just to add to my earlier posts, a few points of feedback around the meter read issues which were mentioned. Green Star has confirmed that it has spotted some intermittent issues with meter readings being added to accounts, which it believes has led to some of the error messages being mentioned.

    The good news is that it believes this has now been resolved, so if you've been asked to provide meter readings, fingers crossed this'll work again as usual.

    We're continuing to work closely with Green Star to look at some of the other service issues mentioned. In the meantime, if you need to get in touch with it, do use the special collective number 0800 029 1560.

    Thanks
    Originally posted by MSE Dan L

    I don't know about any one else here who has had the issue but there has been no resolution here.


    The Green Star site still shows as unable to submit meter reads, and my e-mail that I sent to them remains unacknowledged and unanswered. Scottish power still shows as awaiting the meter reads from Green Star also.


    Would it be possible to chase them up to actually send their customers at least some correspondence in reply to queries? I know IT issues happen but ignoring support queries is not the level of service what I signed up for.
    • feed_me_chocs
    • By feed_me_chocs 22nd May 17, 8:30 AM
    • 148 Posts
    • 70 Thanks
    feed_me_chocs
    Yes, my switch date was a week ago and I still can't submit readings online. I've emailed customer services and the mse prefixed email address as suggested by them earlier in this thread, but I've had no response. At this point I don't even know who is my supplier now. Wholly unimpressed so far, especially as 50k switches were made available and I don't believe all were taken, but they don't even seem able to cope with those that did take up the offer.

    Stop leaving us in the dark Greenstar!
    • Xiol
    • By Xiol 22nd May 17, 8:36 AM
    • 4 Posts
    • 0 Thanks
    Xiol
    Just to add to noise here, I've also been unable to submit meter readings since they were first requested. I've sent two emails, one to the normal place and another to the mse@ address and both remain unanswered and unacknowledged.

    I appreciate the smaller suppliers like GSE probably aren't wholly prepared for an influx like what MSE can generate, but even so, this isn't off to a great start.
    • MSE Dan L
    • By MSE Dan L 22nd May 17, 10:36 AM
    • 606 Posts
    • 371 Thanks
    MSE Dan L
    I don't know about any one else here who has had the issue but there has been no resolution here.


    The Green Star site still shows as unable to submit meter reads, and my e-mail that I sent to them remains unacknowledged and unanswered. Scottish power still shows as awaiting the meter reads from Green Star also.
    Originally posted by StopIt
    Hi StopIt (and others)

    Ahh, that's frustrating to hear. Although Green Star believed it had got to the bottom of the issue on Friday, unfortunately there seem to still be a few technical gremlins. It has confirmed to us this morning that its techies are hard at work on this; we're highlighting this as a priority issue for our users to be fixed.

    We're also flagging the email response concerns and will keep pushing until we see a step-up on this.
    • KevlarSmartypants
    • By KevlarSmartypants 22nd May 17, 10:48 AM
    • 2 Posts
    • 0 Thanks
    KevlarSmartypants
    Problems still with opening meter readings
    Had trouble offering opening meter readings today, thought I'd share my feedback to them here (I'll send it to the mse@ address too). I'll bet their call centre has been run off their feet!!

    I'd recommend emailing meter readings, or be prepared to wait on the phone..

    Complaint about your on boarding process
    I’d like you to share this message with the managers responsible for your UX design and for customer on-boarding.

    I’ve spent about 40 minutes this morning to provide you with my opening readings, and my first impressions of your customer service and organisation are bad already. I’ve spent another 10+ writing this email as a result. Your on boarding process is the problem.

    I’m impressed how quickly you arranged the handover (I would have preferred to have my handover on 31st May when my fixed rate ends, but no-one seems to offer that yet).

    a. Your ‘Transfer Date Letter’ asks for opening meter readings, and says the easiest way is to use your website. I went there and couldn’t log in, it turned out that I didn’t have an account, but you failed to explain that I had to create one separately. Why did you not create an account for me, or at least mention in the email that/what I would need to do that? You’ve not made it easy for me to get onboard, instead you’ve set a puzzle for me to solve. I searched my email for details of an account invitation, attempted to renew my password, to be told that my email address wasn’t recognised (even though you have it and use it - I understand these will be on separate systems, but come on guys, join up your processes!).

    b. I use a password manager (as many do) to avoid remembering the complex passwords I use to keep my account (and by extension your system) safe, yet you limit my password to 8 chars. Why limit your security if your customers are willing to use complex passwords? As a standard I use 24 random chars with all char types. Equally, on registration you prevent pasting values into the password confirmation field, which was inconvenient.

    c. When I had finally created my account, I went to submit a meter reading, but your site said that I could not because you didn’t have my meter numbers (they’re in the photos attached to this email, btw). Why suggest that online submission is simple, when it’s a protracted process, and can eventually turn out to be impossible?

    d. Next I tried calling the number you provided, it offered me the option to provide meter readings to an automated system before it offered me a person to talk to, so I took the automated option. I entered my account number as requested, and the system told me that it could not accept a meter reading because my account was not yet active. If your phone system is designed in a way to direct customers to an automated service that won’t work for new customers (where you should be making good impressions), why not put in a separate number that will work, and share that number in your ‘Transfer Date Letter’? Suggesting new customers give opening readings by phone will result in them taking the first option you give them to do so, and I expect they will all have the same experience as me.

    Two attempts, two failures, at this point I’m getting seriously frustrated. You’ve given me two bad directions, and I’m just trying to give you two numbers as you’ve asked which shouldn’t take more than a few minutes.

    e. So next I tried calling your call team, who shouldn’t be burdened with this information, especially if you’re experiencing a step up in your new customer intake thanks to a deal that your company made with Money Saving Expert. I’ll bet it’s been manic there, and testing your call centre staff’s patience, which would probably do nothing for your staff turnover. I waited for 10 minutes before hanging up. The automated recordings kept telling me I could use the automated services to submit meter readings - if I hadn’t already tried it I would have at this point because I’m sick of hearing the recording go around and around and around. The way your system is working here is setting you up for failure and complaint, customers choosing to use their right of withdrawal, and increasing your call volume because they will end up hanging up, failing to make the automated system work, and calling again, giving your staff a hard time - it is your poorly designed on boarding process doing this.

    f. Finally I’ve chosen to send you an email and sort it out in your own time. I was able to give EDF a meter reading in 2 minutes using their app (by sending them photos of my meters). I am not going to waste my time installing and setting up your app because I do not have confidence that it will do what I want it to, because of my experience outlined above. I suspect it’s a wrapper for your web interface, rather than an actual app, in which case my bad experience would be compounded.

    So your staff will have to deal with an enquiry that your automated systems could have handled, which has instead resulted in several calls and a lot more man-hours than is neccessary. And now you’ve got this complaint to deal with too.

    Hopefully this account of my experience will help you find the glitches in your system and smooth them out.
    • StopIt
    • By StopIt 22nd May 17, 11:42 AM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    Hi StopIt (and others)

    Ahh, that's frustrating to hear. Although Green Star believed it had got to the bottom of the issue on Friday, unfortunately there seem to still be a few technical gremlins. It has confirmed to us this morning that its techies are hard at work on this; we're highlighting this as a priority issue for our users to be fixed.

    We're also flagging the email response concerns and will keep pushing until we see a step-up on this.
    Originally posted by MSE Dan L

    Thank you for your swift reply.


    You couldn't supply us energy could you? You've been a better CS rep for us than the energy supplier you're covering for!


    I think the last bit is actually the critical bit. Anyone who has had issues at work with a computer system and had their tech team declare an IT issue fixed knows that it likely isn't.


    However, not replying to correspondence, especially as they've meant to have had a dedicated team for this switch is disappointing and something that you guys need to push hard to make sure they step up and provide the service they not only should be giving but presumably promised to you as part of the collective deal.


    Edit: To Kevlar above.


    My password for Green Star is 12 characters long so not sure why your password manager is kicking it off. You're correct IRT the APP too.
    Last edited by StopIt; 22-05-2017 at 11:45 AM.
    • KevlarSmartypants
    • By KevlarSmartypants 22nd May 17, 2:32 PM
    • 2 Posts
    • 0 Thanks
    KevlarSmartypants
    Thx Stopit, The greenstar website gave an error when I tried a long pwd, specified 8 mixed chars. I use keepass cause I'm a cheapskate , it's free, but my version is dumb and I have to copy/paste pwds.

    My password for Green Star is 12 characters long so not sure why your password manager is kicking it off.
    Originally posted by StopIt
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 22nd May 17, 3:30 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Hi All,

    I am sorry to here that you are not happy with our service so far.

    A few little points that I would like to address in order to help your switch over to Green Star Energy run more smoothly. When a customer switches utility providers it can take up to 10 working days after the go live date for the provider to obtain the meter technical details.

    When a customer initialing submits there opening meter reads we ask that you submit these within the first 5 days. I am aware however that the online accounts are showing the error "Submit meter read is not available until a meter is linked to your account" this is due to the delay we are receiving from the industry in receiving your meter technical details. If you can contact our customer service line or send us an email we are more than happy to record these for you on our end.

    Your online accounts should work efficiently once we have received all of your meter technical details.

    I hope that this has answered your queries in regards to submitting your meter reads.

    Thank you
    Megan
    Official Company Representative
    I am the official company representative of Green Star 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"
    • StopIt
    • By StopIt 22nd May 17, 3:51 PM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    Hi All,

    I am sorry to here that you are not happy with our service so far.

    A few little points that I would like to address in order to help your switch over to Green Star Energy run more smoothly. When a customer switches utility providers it can take up to 10 working days after the go live date for the provider to obtain the meter technical details.

    When a customer initialing submits there opening meter reads we ask that you submit these within the first 5 days. I am aware however that the online accounts are showing the error "Submit meter read is not available until a meter is linked to your account" this is due to the delay we are receiving from the industry in receiving your meter technical details. If you can contact our customer service line or send us an email we are more than happy to record these for you on our end.

    Your online accounts should work efficiently once we have received all of your meter technical details.

    I hope that this has answered your queries in regards to submitting your meter reads.

    Thank you
    Megan
    Originally posted by Green Star Energy

    Like my comments to the MSE rep here, this isn't the main concern.


    Can you confirm that someone at Green Star is actually looking at and indeed processing the meter reads given by e-mail as instructed? Lots of us have yet have had no indication that you've seen, acknowledged or actioned these reads to confirm they're correct and added to our accounts.
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 22nd May 17, 4:53 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Hi StopIt,

    We have a team working on emails daily. Once your meter reading is submitted, we will contact you via email. There may be a small delay in replying, however it is the quickest way for peace of mind to know that your meter reads have been recorded.

    After you first meter reads you will not have to call the customer service line each time to submit a meter read you will have the flexibility to use your online account or the automated phone line.

    Thank you, Megan
    Official Company Representative
    I am the official company representative of Green Star 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"
    • StopIt
    • By StopIt 23rd May 17, 7:36 AM
    • 1,079 Posts
    • 953 Thanks
    StopIt
    Hi StopIt,

    We have a team working on emails daily. Once your meter reading is submitted, we will contact you via email. There may be a small delay in replying, however it is the quickest way for peace of mind to know that your meter reads have been recorded.

    After you first meter reads you will not have to call the customer service line each time to submit a meter read you will have the flexibility to use your online account or the automated phone line.

    Thank you, Megan
    Originally posted by Green Star Energy

    I can confirm I have had an e-mail reply now acknowledging the meter reads.


    I'm now going to forget about the thing for a while and let my DD handle the money side.
    • vintagebrighton
    • By vintagebrighton 23rd May 17, 10:14 AM
    • 540 Posts
    • 1,638 Thanks
    vintagebrighton
    Went with this company last year and all seemed fine. Their website is awful but willing to overlook that.

    I didn't change once the 12 months was up as I knew I would be moving. That's when the problems started. Final readings given, account in credit by £162 so I cancelled my DD, emailed to explain moving etc as I couldn't find that facility on their appalling site.

    Moved out and that's when it all went a bit t*ts up! Started getting letters about my cancelled DD threatening bad credit ratings etc. Rang them, sorted it out (I thought) although they did say it would take 30 days to produce a final bill then 30 days for a refund!

    Today two more threatening letters and no response yet to any of my emails. I get the impression it's not going to be easy to get my money back. Glad I took a screenshot.

    They were good to start with but it appears the service has deteriorated as they've got bigger. Happens to a lot of these small suppliers.

    VB x
    Originally posted by vintagebrighton
    As there seems to be a Green Star Energy rep on this thread I thought I'd repost the above.

    It's not all about the current switch and meter readings.

    Why do Green Star refuse to refund until they've taken 30 days to produce a new bill and a further 30 days to process the refund?

    Is there a problem with giving customers their money back? If not, why is an automated system so awful?

    Would appreciate a helpful response!

    VB x
    Food Budget ~ £160/£160
    Weight Loss Challenge ~ 38/84 NSD ~ 16/18
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 23rd May 17, 11:01 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    As there seems to be a Green Star Energy rep on this thread I thought I'd repost the above.

    It's not all about the current switch and meter readings.

    Why do Green Star refuse to refund until they've taken 30 days to produce a new bill and a further 30 days to process the refund?

    Is there a problem with giving customers their money back? If not, why is an automated system so awful?

    Would appreciate a helpful response!

    VB x
    Originally posted by vintagebrighton
    Hi Vintagbrighton
    Thank you for reposting. With regards to the production of a final bill, this process can take up to 6 weeks within the industry, although it is mostly completed well in advance of this, due to the exchange of information between the two suppliers and industry verification. We are unable to refund the final balance until the final bill has been produced. From this point, once requested, your refund should be processed with 14 days, so it would appear that the agent may have been a little overcautious with suggesting 30 days.
    Apologies, SB
    Official Company Representative
    I am the official company representative of Green Star 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"
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

4,803Posts Today

9,090Users online

Martin's Twitter
  • Yes. Theyre being paid. They're responsible. Especially for a scam that's been reported over 20 times andseen vulne? https://t.co/Q0pHZ7iH3W

  • Quite right.Broken system as the six week delay forces the most vulnerable into debt at a crisis moment https://t.co/951fogq5ej

  • This is a good brief summary of the evidence I have to the lords on the problems with our student finance system... https://t.co/LQqggZMlgH

  • Follow Martin