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  • 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 13
    • spud17
    • By spud17 10th Jun 17, 12:08 PM
    • 4,209 Posts
    • 1,931 Thanks
    spud17
    @spud17, as yet there is no reply to my email dated 21st May 2017. But, thanks to YOUR advice (not theirs) I've now managed to set up a password. Their 'security system' appears not to allow capital letters be part of a password. Used Chrome browser in the end. Hopefully will not have similar issues with the next supplier when I leave this outfit in a year's time. Fingers crossed that there's no need for much correspondence with them in the meantime.
    Originally posted by RoughRook
    Glad in a sort of way, that it's not just me having problems with their 'security' being not up to scratch.
    I did say that I only managed to create an account by using lower case letters, ,also their idea of special characters seems to be limited.
    By not allowing capital letters you severely reduce the number of possible combinations.
    I don't use Chrome, just tried again and I can only login using Internet Explorer.
    Still no meters showing as associated with this account.
    This is about the 6th time that I've switched energy suppliers in 11 years and the first time that there has been any kind of problem.
    Not impressed.
    Move along, nothing to see.
    • pokey18
    • By pokey18 12th Jun 17, 10:02 AM
    • 1 Posts
    • 0 Thanks
    pokey18
    Hi, I changed to Green Star Energy with MSE Collective and was transferred on 16th May (in theory). Like other people I couldn't give my meter readings on line but gave them over the phone. They have already taken a payment from me. The trouble is that my old company AVRO are still taking payments from me and will until they hear from Green Star. Apparently they have the electricity reading but not the gas. I phoned Green Star a couple of days ago and they have only just sent the gas reading over and this could take up to 6 weeks I am told. I think this is ridiculous. I know I should hopefully get the money back eventually but I think this is terrible service. I'm really disappointed in Martin Lewis for recommending it.
    • scillymamba
    • By scillymamba 12th Jun 17, 10:54 AM
    • 2 Posts
    • 0 Thanks
    scillymamba
    You can add me as another unhappy switcher! We switched via the MSE collective to Green Star on the 26th April.

    We initially received a transfer date of 17th May and surprisingly managed to set up an online account and submit meter readings to Green Star on that date. However, we subsequently received another Email on the 20th May to inform us that our switch date will in fact be the 30th May, though there was no explanation as to why there was a change in dates.

    So, on the 30th May we logged on to our account to submit our meter readings as before but this time got a message to say that there were no meters, gas or electricity, associated with our account. So, after trawling through this forum we found the post from the Green Star representative saying to send meter readings to 'mse@mygreenstarenergy.com'. This we did whilst also asking why there has been a delay and were told about the gas industry update that has delayed switches, though nothing about why our electricity hasn't been switched yet.

    Then on the 2nd June we got an email from MSE to inform us that our switch has been partially accepted and our gas supply has now been switched. We haven't had anything from Green Star to inform us of this. Also, we have had no indication as to when our electricity will be switched which seems strange as there was supposedly only a delay with gas switches.

    Today both Green Star and First Utility (our previous supplier who were superb!) have taken full payments leaving us out of pocket. Checking our online account again it appears that there still are no meters associated with our account, so who knows what is going on!

    We have neither the energy or inclination to chase all this up on the phone with Green Star so will see how things pan out. Needless to say, we are extremely surprised that MSE recommended a company that obviously cannot handle so many people switching to it and whose customer services and communications with their customers are so poor. It has left us with no alternative but to advise friends and family to avoid the MSE Energy Club in the future as a result of this episode.
    • scillymamba
    • By scillymamba 12th Jun 17, 11:02 AM
    • 2 Posts
    • 0 Thanks
    scillymamba
    Would just like to add to my previous post that having just checked my First Utility account it appears that they are no longer providing electricity but do still seem to be supplying us gas which is the complete opposite to that MSE email we recieved on the 2nd June. So there you go - a complete debacle by both MSE and Green Star! Really would advise all and sundry to avoid both!
    • murphydavid
    • By murphydavid 12th Jun 17, 11:19 AM
    • 555 Posts
    • 126 Thanks
    murphydavid
    Following on from my previous posts. Green Star please note outstanding items.
    1. I have been notified by my previous supplier that I have transferred but I have not had final bill from them do you forward my final readings to them?
    2. I still have not had my meters linked to my accounts (whatever that means). I would like to point out that there is no update being done by the electricity industry so your reason for not linking my gas meter does not apply to my electric meter and you have made that a separate account so why is it not linked?

    In General and a bit of goodish news
    I was surprised to find that I got a much faster response from the GS rep to my posting on this thread than from contacting them on either of their email addresses. So maybe I should advise that if you want to contact GS the fasted method by far (although a bit hit and miss) is to post your questions here.

    I did as they replied to me on this thread and sent my meter readings gas and electric to mse@mygreenstarenergy.com
    After 5 days I received an email saying “Thank you for contacting Green Star Energy. Thank you for providing these meter reads, I can confirm that these have now been added to your account accordingly.” So that’s good and within a week.
    I have also now received an email replying to an email I sent them on 23 May the reply is no longer relevant but email turn over time was approx 3 weeks.
    I have been DDed by Green Star and not (so far) by my previous supplier.
    Just to agree again with most other posts here. What a dreadful waste of time and this is not the “its easy to switch” I was anticipating.
    And to disagree with a couple of others I still rate MSE as a well good site.
    • Inverchaolain
    • By Inverchaolain 12th Jun 17, 3:26 PM
    • 7 Posts
    • 0 Thanks
    Inverchaolain
    Got a bad feeling about this .........
    Switched to Green Star as part of the Collective Switch on 16th May. Setup my account and got an email asking me to enter my meter readings. Tried and got the same message as others about meters not linked to my account. At this point I wasn't too worried as it was only a short time after the switch so I phoned and then the problems started. The person I spoke to didn't have much interest in listening to the readings and I had to repeat them multiple times and ask her to repeat the readings back to me until I thought we were both in synch. I asked her to send me an email to confirm the readings as I was still worried that all was not well.

    I never got a reply so a few weeks ago I called again. This time I was told that due to the numbers switching there was a "small" delay in linking accounts to meters and not to worry. I again asked for a confirmation email.

    Phoned today and was told the problem was system related. I also asked what had happened to confirmation I request twice previously. Apparently the confirmation will be resent!!

    I have no faith in this company and wish I had never switched to them. Despite them being unable (or unwilling) to send emails or properly setup customer accounts they seem to have no such issues with taking money out of my bank account.
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 13th Jun 17, 3:13 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Can't provide meter reading in last 2 weeks, customer service only works M-F frim 8 till 6 so hard to find a time off work or at weekends as I used to have with EDF.
    Furthermore EDF told me about a fault with my electricity meter but as it was due to move to Green Star not able to send engineer, called Green Star on Friday 19/05 but told to call again on Monday 22/05 when they take over as they can't put anything on the system, told them to write it down with pen and paper and them to update it and n their system to avoid me calling again for the same issue having no time to but was told won't do it and repeatedly asked me to call on Monday....I regret changing supplier, first time in years I have this tipe of problems and kind of Customer service from an energy firm. Provided reading over the phone today after taking time off now waiting for their complaints department ring me as if app and/or telephone not working to take readings I feel I was mis sold the service...I will ask Ombudsman to look into this. Bad for MSE energy club offering this firm and saying had a good reputation and great cs feedback??
    Originally posted by papito
    Hi Papito

    I'm sorry for the experience that you have had in switching to Green Star Energy, and i trust that the complaints team have been in touch about the metering issue, and this is well on the way to getting resolved.

    Thanks
    Steve
    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"
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 13th Jun 17, 3:33 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    This is a question for Green star Rep. here so I will appreciate reply. I signed for your unlimited tariff and you started supplying on 13 April. The fixed monthly payment is £150 taken on the first of the month and you have collected two payments (01 May and 01 June). Today Green star issued a bill for the period 13 April-30 April for £89 and my account now is showing credit of £209.
    When I signed, I understood that I will pay £150 (as decided by Green star Energy) and have unlimited use of gas and electricity so what is this bill for? At this rate I will come to a stage when my account will be in debit so how do you call it unlimited tariff? Have I been tricked?
    Originally posted by sam1970
    Hi Sam

    Thank you for your enquiry. The Unlimited tariff is unlimited for the duration of the tariff, and the Direct Debit should cover the amount due. It sounds like this could be a case of the bill being produced at a different time to the Direct Debit, and would be happy to look into your account to confirm. Please email mse@mygreenstarenergy.com with your concerns and one of the team will investigate.

    thanks
    Steve
    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"
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 13th Jun 17, 3:52 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Just been contacted by greenstar. We closed our account 10 months ago and they have just notified us they have refunded us twice last October. Apparently they have passed us on to debt collection agency. They have sent no emails or snail mail to us and this is the first we knew about it. Can anyone advise please?
    Very annoyed and upset.
    Originally posted by Jezz75
    Hi Jezz

    Apologies for the delay, have you contacted us directly with your account details? if not, or you've not had a response, please email mse@mygreenstarenergy.com.

    thanks

    Steve
    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"
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 13th Jun 17, 5:10 PM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    DO NOT move to Greenstar.

    AWFUL, absolutely AWFUL, shame on MSE for showing them as No1, might think about using the switch service again!!

    first of all, they claim to have an app, that doesn't work
    you phone, minimum 25 mins on hold, to then be told, there is a system error, each time you call? i think not
    then try and use their voicemail system to submit meter reading. got cut off, phone back, then says and error, can't do it.
    call up tell them (after 25 min hold).
    email to complain, "we'll deal with thin in 7 days", nearly a month later, no contact.
    email and call again, same "system issues"
    essentailly dreadful.
    apparently there is a gas database freeze, so says old supplier first Utility.
    was i told?
    was it anywhere on MSE? not that i could see, so now stuck with old expensive supplier until it lifts!
    NEVER USE THEM, please spare yourself the time and effort
    Originally posted by dave5birch
    Hi dave5birch ,

    I completely understand your frustration with switching to Green Star Energy after being promised good customer service - just like anyone else, if I'm promised something I like to think that promise will be kept so I am very sorry for this.

    At the beginning of June we experienced an issue with our systems in Ireland, Ireland is Green Star Energy's biggest call center who take a large majority of our calls. For this reason when there system crashed they were unable to take calls - as a result of this we did have a large increase in demand with answering calls, please accept our sincere apologies on the delay you have encountered.

    We do have a team working daily on emails and we are recruiting in order to assist with our response times to customers.

    The information about the mandatory gas industry update was on Green Star Energy's website, I am not sure whether or not his was advertised through MSE but we did notify our customers via our website.

    If you do have any further queries please contact us at mse@mygreenstarenergy.com

    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"
    • Owt4nowt
    • By Owt4nowt 13th Jun 17, 8:54 PM
    • 33 Posts
    • 24 Thanks
    Owt4nowt
    Switching Progress Made - Nearly There
    Ok so here is a quick update re my switch from SP to Green Star.

    Despite sending three emails to Green Star I have not received a reply. The first email was sent 10 days ago.

    Progress is being made. Not sure if if this is due to my emails or not.

    SP have issued a final bill for my electric and have requested my meter reading for my gas.

    Hopefully my final bill for gas will be sent soon.

    Still can't submit meter readings online on my Green Star account.

    Also I have received my cash back for switching with MSE.
    • Beetlebug.1983
    • By Beetlebug.1983 13th Jun 17, 8:56 PM
    • 1 Posts
    • 0 Thanks
    Beetlebug.1983
    Not impressed, not only have we had problems with the meter issue being unable to submit readings for gas, we also got no response to emails but to be fair got same day reply when using the MSE email address. Biggest problem was electric supply got cut off out of hours, meter is caput but green star have no emergency out of hours number, western have visited but can do very little because its meter related, very disappointed- what are you supposed to do in an emergency if their contact is only office hours. Nightmare 😡😡
    • Richt99
    • By Richt99 13th Jun 17, 10:47 PM
    • 2 Posts
    • 0 Thanks
    Richt99
    Hard work - poor experience
    I signed up through MSE as the tariff was less than through Uswitch and things have not been smooth at all.
    Online 12m tariff 1704_MSE which was great but so far I have been complaining more than anything happening.
    • Currently online does not work at all
    • Waiting for national grid to update their system for gas and electric to go live online
    • No communication, ended up using LinkedIn to contact head of Customer Services
    • Advised they cannot publish this tariff on Uswitch due to it being a live tariff and they don't want competitors to see it
    • I'm advised that this is a special deal with MSE and 'you' would not publish it?
    • Confusion over when I am supposed to provide meter readings (as online doesn't work)
    • Billing is quarterly but they aren't to worried if you provide a reading each month
    So overall not a good experience. I am advised that the national grid upgrade is affecting over 1m customers but this is the first time I have heard about this - anyone else affected?
    I had a call from Lowri Beck who are the meter reading company who 'might' give Green Star the meter reading! It's confusing as to what they do compared to me doing this as apparently the national grid want to know???
    Overall, despite the switch, the upshot is I am still paying more than I did previously despite the claims from all sites saying I could save £300 as it's done on a forecast not on my actual so what's the point of adding in actual usage if it's not used - not the first time I've switched but clearly more to learn!
    • StopIt
    • By StopIt 14th Jun 17, 8:19 AM
    • 879 Posts
    • 805 Thanks
    StopIt
    I signed up through MSE as the tariff was less than through Uswitch and things have not been smooth at all.
    Online 12m tariff 1704_MSE which was great but so far I have been complaining more than anything happening.
    • Currently online does not work at all
    • Waiting for national grid to update their system for gas and electric to go live online
    • No communication, ended up using LinkedIn to contact head of Customer Services
    • Advised they cannot publish this tariff on Uswitch due to it being a live tariff and they don't want competitors to see it
    • I'm advised that this is a special deal with MSE and 'you' would not publish it?
    • Confusion over when I am supposed to provide meter readings (as online doesn't work)
    • Billing is quarterly but they aren't to worried if you provide a reading each month
    So overall not a good experience. I am advised that the national grid upgrade is affecting over 1m customers but this is the first time I have heard about this - anyone else affected?
    I had a call from Lowri Beck who are the meter reading company who 'might' give Green Star the meter reading! It's confusing as to what they do compared to me doing this as apparently the national grid want to know???
    Overall, despite the switch, the upshot is I am still paying more than I did previously despite the claims from all sites saying I could save £300 as it's done on a forecast not on my actual so what's the point of adding in actual usage if it's not used - not the first time I've switched but clearly more to learn!
    Originally posted by Richt99

    Yes, the entire gas network computer systems have been changed. Project NEXUS it is called and should be complete but like all computer system upgrades I suspect it's not working fully yet.


    I received my final bill from Scottish power today and it was based on an estimate! Considering I gave Green Star gas and electricity readings at the same time, and they gave SP the electricity reading just fine, I suspect that this system upgrade has caused this.


    Thankfully, I sent SP a meter read 3 days before the switch went through making the estimate only 2 units out so makes no odds.


    Still waiting for the ability to submit meter reads online though!
    • pepsi_max2k
    • By pepsi_max2k 19th Jun 17, 9:35 PM
    • 380 Posts
    • 115 Thanks
    pepsi_max2k
    Switched with the MSE deal, got mostly similar problems to everyone:

    - Gas readings only just activated, prior to the nothing was active, although Elec readings were active for a short period just after the switch before dissapearing again.

    - Elec shows the reading I put in for the short time it was active, Gas reading I sent through twitter but not showing anything on the website.

    - Elec supplied from 16th May, Gas (due to switch issues) from 30th May, however the supplier I switched from still shows Gas as active with them too, so afaik both are not taking direct debits for the same thing.

    - Meanwhile, Cheap Energy Club shows Gas as switched, but has decided Elec hasn't, so not paying out.

    Just gonna wait a week or two more and see if they sort themselves out

    • StopIt
    • By StopIt 20th Jun 17, 8:29 AM
    • 879 Posts
    • 805 Thanks
    StopIt
    My account is now fully active on Green Star it seems.


    I can now add meter readings, which I shall do tonight. The meter reads are from the e-mail I sent to them and are exactly correct also.


    Hoping they can send the Gas reading to SP just to correct the admittedly tiny difference between their estimate and reality.
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 20th Jun 17, 9:49 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Just thought I'd post a quick update to my initial post earlier.

    Green Star have now taken their first direct debit, but my old supplier (Scottish Power) have also taken their direct debit. So I have paid twice for my energy this month. I'm not sure which payment was correct as my online accounts with both suppliers seem to show them as supplying at least one of my energies.

    My on-line account with Green Star is still exactly as it was when I created it on my switch over date which was the 15th May. So I still can not enter meter readings.

    I will now email both Scottish Power and Green Star to see if I can gain further information regarding why both have taken a direct debit and also when the switch will be complete and the final bill from Scottish Power will be issued.
    Originally posted by Owt4nowt
    Another update regarding the problems with my transfer to Green Star.

    As detailed in my last post an email was sent to both Scottish Power and Green Star asking why both had taken a direct debit.

    Scottish Power have replied advising they are still my provider for electricity but not gas. My gas was transferred to Green Star as planned on 14/05/17.

    Green Star have yet to reply to my email sent 5 days ago. So I have now sent another email to request a response.

    However Green Star did email me yesterday to confirm my meter readings submitted by email on 15/05/17 have been successfully recorded in my Green Star Energy Account.

    I suppose as long as when I flick the switch the light comes on I should consider myself lucky.

    Hopefully Green Star will respond to my emails soon and we can sort the problems out.
    Originally posted by Owt4nowt
    Ok so here is a quick update re my switch from SP to Green Star.

    Despite sending three emails to Green Star I have not received a reply. The first email was sent 10 days ago.

    Progress is being made. Not sure if if this is due to my emails or not.

    SP have issued a final bill for my electric and have requested my meter reading for my gas.

    Hopefully my final bill for gas will be sent soon.

    Still can't submit meter readings online on my Green Star account.

    Also I have received my cash back for switching with MSE.
    Originally posted by Owt4nowt
    Hi Owt4nowt,

    I am glad to hear that progress is being made, I am sorry however for the shortfall in our customer service that you have received so far.

    Your gas account should be closed down if you switched both supplies to Green Star Energy, if you would like me to check that your gas supply has come over correctly please email mse@mygreenstarenergy.com with the subject line FAO Megan, including in this your account number. I can pick this up and assist further.

    Unfortunately we are still having system issues in regards to being able to submit meter reads online, once the update has been completed, fingers crossed, their should be no further issues and you will be able to submit your meter reads online. For now we do ask that you carry on submitting them via email until we have a further update on this.

    I am happy to hear you have received your cash back from MSE.

    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"
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 20th Jun 17, 10:10 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Perhaps if I had visited here before switching I may have reconsidered...

    03/05/17 Received an email to say that the switch application to the dual fuel 12m Fixed MSE offer was going ahead.

    04/05/17 Received account number and immediately set up an online account and downloaded the app. Neither the web site or the app were functional but thought that they would become live before or on my switch date.

    20/05/17 Received letter via email advising that the switch date would be 23/05/17 and asking me to submit meter readings via the web portal or the app on this date.

    23/05/17 took meter readings and attempted to submit them via web portal, app and automatic telephone system. All methods failed so called CS to advise meter readings. The lady I spoke to was very polite but had no interest at all in telling me why I had needed to phone, and was generally disinterested. I was/am not entirely confident that the readings were applied to my account but have no way of checking. The same date I emailed CS@mygreen... to request that someone fixed the access to my account. Received two automated replies to tell me that they will get back to me in 7 days.

    05/06/17 Logged on here to see that they were now asking for opening meter reads to be sent to mse@mygreen... so did just that.

    As of today, I have received no reply to any email (apart from the automated one making broken promises), my first payment has been taken but I still have no access to my account via any means.

    Overall a poor experience and they will have to work very hard for me to stay at the end of the fixed period.

    I'm also slightly unimpressed that this was an MSE group switch and someone seems not to have done enough research into the ability of this company to comply with their promises and handle the increase in customers.

    You live and you learn.
    Originally posted by GSXR1100
    Hello,

    I am incredibly sorry to hear this has happened and that you have been dissatisfied with the shortfall in out customer service so far.

    When we first started the collective switch through the MSE we was not anticipating that the project NEXUS would have such an impact on information coming and going through the Gas industry and customers switching over to Green Star Energy. However as we know now this has impacted quite a lot, for this all I can do is apologise sincerly for such hassle it has caused you and a lot of others.

    When the industry update has been completed flows should come through quicker than they have been, at the moment our metering team are working their hardest to enter all of this information manually.

    I am sorry that this was not explained to you when you had to contact our customer service team. In regards to your emails, I am more than happy to look into this issue further, if you could please email mse@mygreenstarenergy.com with the subject FAO Megan, I can then pick this up straight away for you.

    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"
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 20th Jun 17, 10:38 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Hi, I changed to Green Star Energy with MSE Collective and was transferred on 16th May (in theory). Like other people I couldn't give my meter readings on line but gave them over the phone. They have already taken a payment from me. The trouble is that my old company AVRO are still taking payments from me and will until they hear from Green Star. Apparently they have the electricity reading but not the gas. I phoned Green Star a couple of days ago and they have only just sent the gas reading over and this could take up to 6 weeks I am told. I think this is ridiculous. I know I should hopefully get the money back eventually but I think this is terrible service. I'm really disappointed in Martin Lewis for recommending it.
    Originally posted by pokey18
    Switched to Green Star as part of the Collective Switch on 16th May. Setup my account and got an email asking me to enter my meter readings. Tried and got the same message as others about meters not linked to my account. At this point I wasn't too worried as it was only a short time after the switch so I phoned and then the problems started. The person I spoke to didn't have much interest in listening to the readings and I had to repeat them multiple times and ask her to repeat the readings back to me until I thought we were both in synch. I asked her to send me an email to confirm the readings as I was still worried that all was not well.

    I never got a reply so a few weeks ago I called again. This time I was told that due to the numbers switching there was a "small" delay in linking accounts to meters and not to worry. I again asked for a confirmation email.

    Phoned today and was told the problem was system related. I also asked what had happened to confirmation I request twice previously. Apparently the confirmation will be resent!!

    I have no faith in this company and wish I had never switched to them. Despite them being unable (or unwilling) to send emails or properly setup customer accounts they seem to have no such issues with taking money out of my bank account.
    Originally posted by Inverchaolain
    Not impressed, not only have we had problems with the meter issue being unable to submit readings for gas, we also got no response to emails but to be fair got same day reply when using the MSE email address. Biggest problem was electric supply got cut off out of hours, meter is caput but green star have no emergency out of hours number, western have visited but can do very little because its meter related, very disappointed- what are you supposed to do in an emergency if their contact is only office hours. Nightmare 😡😡
    Originally posted by Beetlebug.1983
    Hi all,

    When we first started the collective switch through the MSE we was not anticipating that the project NEXUS would have such an impact on information coming and going through the Gas industry and customers switching over to Green Star Energy. However as we know now this has impacted quite a lot, for this all I can do is apologise sincerly for such hassle it has caused you and a lot of others.

    As a result of the above it will show that there are "no meters are linked" when you try to submit your reads on your online account.

    When the industry update has been completed flows should come through quicker than they have been, at the moment our metering team are working their hardest to enter all of this information manually.

    For now if you could all please email your meter reads to mse@mygreenstarenergy.com and not the customer service mailbox, we have advisers working on both email boxes daily however the MSE mailbox is exclusively to customers that have joined us through the switch.

    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"
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 20th Jun 17, 10:45 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    My contract start date was the 16th May, I submitted readings to CS after not getting anywhere on the app or automated phone line.
    I still cannot see my readings in the app and to submit meter reads cannot happen because the meters are not yet linked. Today a meter reader called without warning on behalf of GB Energy but I do not understand at all what they will do with those readings other than make an assumption whether my readings were correct or not.
    After this length of time I should be able to fully check my information on the Greenstar app to ensure its right in case I end up with an incorrect bill from GB.
    I'm on holiday from Sunday for well over two weeks and do not want to come back to find nothing has changed or worse still incorrect billing. Someone needs to get their finger out at Greenstar but MSE needs to assume responsibility for the problem and get it resolved quickly.
    Originally posted by Rovergb
    Hi Rovergb,

    I am sorry to hear that you are still unable to see these on your online account.

    If you could please email mse@mygreenstarenergy.com with your account number I can check as to whether these have been recorded on to your account.

    You may or may not be aware that the gas industry is currently undergoing a mandatory system update which is having a knock on effect in submitting meter reads on the online account.

    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"
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