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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 18
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 21st Aug 17, 9:27 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Absolutely shocking service since I switched from SSE to Green Star as part of MSE Cheap Energy Club
    They took over my Gas and Electric on 5th June SSE are still waiting for a final gas meter reading. I have just come off the phone from Green Star for the 4th time and no further forward. Beware this company. Wished I'd never taken up your recommendation MSE!
    Originally posted by Alpaccaman
    Hi Alpaccaman,

    I would like to apologise that your issue has not yet been resolved for you.

    If you could please email mse@mygreenstarenergy.com so that we can assist further.

    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 21st Aug 17, 9:35 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Has anyone raised a complaint with these people?

    I switched on 18/5/2017 and I am still waiting for the gas/electric readings to be sent to my old supplier. Greenstar says I just have to wait until they can be bothered to send the readings to my old supplier and that they won't accept any official complaint because they are "doing their best". However my old supplier informs me that this Project Nexus excuse that they keep trotting out shouldn't still be causing delays.

    How long does one need to give these people: 8 weeks; 8 months, 8 years?
    Originally posted by Alan9990
    Hi Alan9990,

    I would like to apologise for the shortfall in customer service you have received.

    If you could please email mse@mygreenstarenergy.com with your account details I can get this looked into further 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 21st Aug 17, 11:26 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Account No. 0005415450
    My contract started on the 16th May an I have already mentioned the difficulty in submitting my start reading. It's the ninetieth day now and I've heard nothing from Greenstar to confirm that all is correct.
    My start readings on the 16th May were. Gas 736 Electric 2461
    Today the 14th August they are. Gas 768 Electric 3144
    Using the app to submit these figures it said the gas was my first reading and to check it. I entered the 16th May reading of 736 and it was accepted the reading was accepted but obviously it's three months down the line and todays gas reading has not gone in.
    The electric was accepted although it said my previous reading was 2652, I've no idea where this figure came from.
    GG Energy took the supposedly final bill amount from my bank account a while ago but the gas reading was overstated. I would like to know when all this will be sorted out.
    A prompt response with this issue being resolved would be great although I'm not holding my breath.
    Originally posted by Rovergb
    Hi Rovergb,

    I would like to apologise for the shortfall in customer service that you have experienced.

    I have taken a look into your account in order to resolve your issue. The meter reads that were entered onto your account caused an error in our system. I have now fixed this issue and your meter reads have now been uploaded to your account.

    In addition to this your bill has now been generated for your first billing quarter and will be with you via email by the end of the day.

    If you do need any further assistance please do not hesitate to 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"
    • Inverchaolain
    • By Inverchaolain 24th Aug 17, 11:46 AM
    • 7 Posts
    • 0 Thanks
    Inverchaolain
    It is now 100 days since Green Star took over my gas and electricity supply so I thought it would be nice to take stock of where we are.

    The closing reading from my previous gas supplier was 0873. Green Star's initial reading is 8087. Green Star's initial reading for electricity is 00000 and having just read my meter the current reading is 79537. When calculated out this would produce a combined bill for £18,265.

    Green Star acknowledged the correct initial gas reading in an email months ago. Apparently my electricity meter was manually read and then entered into the "system" incorrectly as 00000.

    Numerous phone calls and raising an official complaint has had zero effect. My only recourse now is to wait until the complaint has ended its 8 week period allowed for Green Star to fix this and then go to the Energy Ombudsman.

    I am also deeply disappointed with MSE. I am saddened that given the number of people who have posted issues on this forum there has been no comment from MSE. I accept that things go wrong (or drastically wrong in this case) and that the fault lies with Green Star, however as the arranger of the switch contract MSE have a moral responsibility to try and help their members who are experiencing problems with a company MSE recommended.
    Last edited by Inverchaolain; 24-08-2017 at 11:50 AM.
    • Inverchaolain
    • By Inverchaolain 30th Aug 17, 11:41 AM
    • 7 Posts
    • 0 Thanks
    Inverchaolain
    Just had a bizarre call from Green Star asking if an open complaint I have with them could be closed if they promise to fix the issue. I pointed out that my in my experience (20 years with IBM) complaints were usually only closed when the issue had actually been resolved and the customer agrees that the issue is resolved.

    Apparently Green Star operate a policy of an "agreed resolution" being sufficient to close the case. This looks very like a policy to make complaint resolution statistics look good whilst buying more time to sort the actual issue.

    This may also affect the customers position if they approach the Energy Ombudsman after waiting the statutory 8 weeks from raising a complaint. Green Star could turn round and point the complaint was closed with the customers agreement potentially requiring the customer to raise a new complaint and reset the 8 week resolution clock.
    • roygrayson
    • By roygrayson 31st Aug 17, 4:33 PM
    • 1 Posts
    • 0 Thanks
    roygrayson
    Lost the Will to Switch
    Worst company that I have ever dealt with. Problems still ongoing (and multiplying ) after over three months. Never reply to E-mails. Problem after problem with password suddenly being "incorrect" for no apparent reason. My old supplier tells me that they have not had a validated Gas meter read from Greenstar yet, despite my supplying reads on switch date as requested. Greenstar Energy JUST DON'T CARE about customer service. Thanks for that MSE. It was the first and definitely the last time that I join a collective switch You will be telling us to book tickets on the Titanic next. See you all by the lifeboats.
    • Berisford
    • By Berisford 1st Sep 17, 7:24 PM
    • 76 Posts
    • 10 Thanks
    Berisford


    I am also deeply disappointed with MSE. I am saddened that given the number of people who have posted issues on this forum there has been no comment from MSE. I accept that things go wrong (or drastically wrong in this case) and that the fault lies with Green Star, however as the arranger of the switch contract MSE have a moral responsibility to try and help their members who are experiencing problems with a company MSE recommended.
    Originally posted by Inverchaolain

    So true and well said......I joined the MSE club at the start but let several deals go by as I was sceptical, trust me to jump on the bandwagon just as a wheel falls off. But as you say, scandalous that MSE have remained tight lipped on this debacle.
    • Green Star Energy
      Verified User verified user
    • By Green Star Energy Verified User verified user 4th Sep 17, 11:30 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    Worst company that I have ever dealt with. Problems still ongoing (and multiplying ) after over three months. Never reply to E-mails. Problem after problem with password suddenly being "incorrect" for no apparent reason. My old supplier tells me that they have not had a validated Gas meter read from Greenstar yet, despite my supplying reads on switch date as requested. Greenstar Energy JUST DON'T CARE about customer service. Thanks for that MSE. It was the first and definitely the last time that I join a collective switch You will be telling us to book tickets on the Titanic next. See you all by the lifeboats.
    Originally posted by roygrayson
    Hi roygrayson,

    I am sorry to hear that you are unhappy with our customer service.

    If you would like further assistance please email mse@mygreenstarenergy.com, one of our advisers will be more than happy to help.

    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 4th Sep 17, 11:41 AM
    • 59 Posts
    • 4 Thanks
    Green Star Energy
    So true and well said......I joined the MSE club at the start but let several deals go by as I was sceptical, trust me to jump on the bandwagon just as a wheel falls off. But as you say, scandalous that MSE have remained tight lipped on this debacle.
    Originally posted by Berisford
    Hi Berisford,

    I would like to apologise that you feel this way regarding MSE. I am unable to comment for them however I would like to help in restoring the customer service you have received from Green Star Energy.

    If you have a specific issue/query and would like further help please email mse@mygreenstarenergy.com. Alternatively please do not hesitate on sending us feedback on what you think we are able to improve on, we would appreciate this.

    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"
    • lamanva
    • By lamanva 6th Sep 17, 8:55 AM
    • 11 Posts
    • 0 Thanks
    lamanva
    green star
    Since I received my first bill from Green Star, on 23 August, I have not been able to sign in to my account. I have been stuck in a loop, even though I have phoned Green Star 4 times.

    I sign in using my email and password – the next screen asks for my account number, telephone number and postcode. I put these in and get the message “Account already registered to a different user name”. I have reset my password five times. I still get the same message.

    I have another email but I used the email Green Star used to send me my bill, although surprisingly GS have told me that the email used for messages is not necessary the same as the sign-in email. GS have since confirmed that my hotmail email is the sign-in mail.

    I have tried using my other email but that does not get me pass the login screen.

    Please advise
    • lamanva
    • By lamanva 6th Sep 17, 9:09 AM
    • 11 Posts
    • 0 Thanks
    lamanva
    i sent a copy of my green star complaint to msn@mygreenstarenergy.com and got a reply within two minutes with remedy that has worked. Very impressed
    • amyra
    • By amyra 6th Sep 17, 2:09 PM
    • 1 Posts
    • 0 Thanks
    amyra
    I'd steer clear! Terrible experience
    I've had a really frustrating experience with Green Star and would advise you to steer clear unless you have hours to waste on the phone with them sorting it out. I switched through TenantShop at the end of February, lured in by cheap prices, and set up a direct debit for both gas and electric.

    No bills sent until the first quarter had passed which is fine - but after this time I received no bills. Called up - customer service were perfectly helpful, said they'll send one over, and that there had been a problem switching my gas so they'll sort that ASAP.

    No bills received for another month so after another call, another friendly customer service rep seemed confused by why this was the case, refunded me my credit and reduced my DD so I wasn't paying for both fuels needlessly, saying my gas would be set up within 7 days.

    Now it's August, and I still have had no bills. Just called up again to request, and been told that my gas is STILL not changed over. Nobody is sure who's been providing my gas for these past months, but it's not Green Star - and nobody bothered to let me know.

    Communication has been terrible - late response to emails, I only get anywhere by spending time and money on the phone.

    Oh, I'm also moving out at the end of the month and they've just told me I'll still be paying the £30 termination fee (per fuel) despite not actually them having ever supplied me with gas.

    Not worth the effort!
    • RTSpark
    • By RTSpark 11th Sep 17, 3:58 PM
    • 1 Posts
    • 0 Thanks
    RTSpark
    Failure all round
    I'm still waiting for someone to get back to me from customer services as to why my gas didn't switch over. I've also found the online account facility useless, as it doesn't show anything except what I've been paying them each month and whats its totaling. My electricity supposedly switch over without issue, but I can't input any meter readings online.
    • Ladykelly
    • By Ladykelly 15th Sep 17, 8:51 PM
    • 2 Posts
    • 0 Thanks
    Ladykelly
    APPALLING SERVICE FROM GREEN STAR. In May i looked at switching my energy supplier. I did initially sign up to switch to Green Star and within a matter of days i received a letter dated 11th May with details of the switch and the cooling off period etc. I decided to look at the numbers again and decided against switching as i felt the savings were negligible.
    As it was evening i could not speak to anyone as your call center only open till 6pm. I therefore sent an e-mail informing that i wanted to cancel the whole switch.
    By 22nd May I had not received any response to this and then received a letter from Scottish, my supplier informing that the switch was still going ahead.
    I telephoned on the 22nd May and explained i wish to cancel the switch. I was assured that this was ok and switch would be cancelled.
    I then received further communication from Scottish power that my gas account was being switched. I called again on the 2nd June and was informed that they had cancelled the electricity switch but not the Gas. I was then informed they would have to complete an erroneous transfer but it would be sent back Power as if i had never left.
    Again i received further communication from Scottish power and called Green Star again on the 23rd June to be told that the Erroneous transfer request had been raised but could take up to 6 weeks.
    I recently checked my scottish power account to discover that the Gas account has still not been returned to them and we are now well beyond the 6 week period.
    Although no money had been taken by Green Star my debits have been changed at Scottish power so i am now having to play catch up and my gas account is still floating around somewhere between the two.
    I called again on 12 September and was told the Erroneous Transfer was still in place but they were not sure why it had taken so long.

    I am absolutely appalled at this complete incompetence. The Gas account should never have been switched in the first place as i was well within the cooling off period.
    • bourneID
    • By bourneID 26th Sep 17, 12:16 PM
    • 1 Posts
    • 0 Thanks
    bourneID
    Rocky start, but getting there
    It's been a rocky start with Green Star. I'm in the same boat as others have posted:

    * Final bill from my previous supplier was an estimate - they claim Green Star failed to send the final readings over yet Green Star (phone) stated everything was done for the changeover. I don't know who to believe, and my old supplier refused to accept my readings, so very little I can do.

    * Been unable to update my meter readings due to an error with the gas account. This was fixed after an email, but my latest bill was estimated and now refuses to accept my actual reading because my actual reading is too high. I have been recommended to submit meter readings to customer service by email or phone.

    * Emails to and from Greenstar are not secure/encrypted, which isn't great in the modern IT security world, especially if I need to send addresses/meter readings/possibly sensitive data to their customer services team.

    * Advertises live chat features across the site, but the actual page states it's 'coming soon'. Been like this for longer than the average person thinks 'soon' is...

    * Quite a few typo's on their Terms and Conditions webpage (missing spaces seems to be common) - likewise they've updated the website T&C, but not the official "Print to PDF" link meaning the two are out of sync (example: different correspondence addresses and a change to section 6). This may seem like nit-picking for issues, but a company's T&C should be accurate and without mistakes....

    But, on the positive side:
    * They do respond to emails, and fixes the issues in the first go.

    * They are open about being aware things aren't perfect and aware customers are experiencing issues. How long it will take for everything to be fixed is a personal opinion - I'm happy to wait...for now.

    My overall summary is this could be a good company if they fix the issues they're aware of - but in its current state I would not recommend transferring to them, and currently aim to move away once my fix term is complete.

    If all the issues are fixed, live chat is available (and working with reasonable response times), emails secured, their T&C page is tidied up (hopefully with notification that it's changed?) and prices are competitive after this plan then there's a good chance I'll stay on. Just have to wait and see...

    Cheers, hope this has been helpful.

    BourneID
    Last edited by bourneID; 26-09-2017 at 12:30 PM. Reason: spelling.
    • murphydavid
    • By murphydavid 30th Sep 17, 5:08 PM
    • 572 Posts
    • 130 Thanks
    murphydavid
    Just when I thought things were starting to look up I now can't log in to my account. It says I put in the wrong password, but my web browser or computer puts it in as soon as I open that page so not a typo on my part and it was working fine like that so unlikely. Anyway eventually after copy pasting from my password safe and then typing it in with the same result and using two different computers and two different web browsers. I used "forgot password" and re-set it etc with them confirming the re-set (now 3 or 4 times). Still locked out. So its down to contact them and all that entails.
    I'm getting down to thinking that this is too much work for cheaper energy maybe they've blown there chance. If they can't settle to normal customer service in (is it) 7 months now maybe they never will. What a fine mess you got me into ???
    • Burndengreen
    • By Burndengreen 2nd Oct 17, 9:47 AM
    • 2 Posts
    • 0 Thanks
    Burndengreen
    Enough I Surrender
    That's it enough is enough my time is too valuable to waste on these charlatans.
    Switched via mse in May and had numerous issues, meter readings going missing logins not working they are unable to deal with a smart meter that has two tariffs I still have not had a Bill despite numerous requests. I have a 60 exit fee on my account but have just started a switch to m & s as I know their customer service wilbe much better, if greenstar attempt to charge the exit fee I shall be sending them an invoice for my wasted time. MSE please take this company off your books,

    The other people I feel sorry for are the poor customer service people who clearly are being let down by inadequate managers.
    • Alan9990
    • By Alan9990 2nd Oct 17, 12:40 PM
    • 3 Posts
    • 0 Thanks
    Alan9990
    Raising a complant
    I switched on 18/5/2017 and I still haven't had the final readings sent to my old supplier.

    I sent a complaint to their complaints department on the 29th of August but I have not had any reply. They seem as comatose as the rest of the outfit. Hopefully I might get more help from the Ombudsman.
    • KeyboardWarrior
    • By KeyboardWarrior 7th Oct 17, 4:39 PM
    • 2 Posts
    • 0 Thanks
    KeyboardWarrior
    Top marks for the Ombudsman
    Well after 8 weeks of inaction by GSE I finally received the response to my formal complaint allowing me to escalate the problem to the regulator.

    Within an amazingly quick 48 hours the Ombudsman had 'negotiated' a settlement with GSE which corrected my opening meter readings and granted me a £50 goodwill payment (in lieu of my wasted time and "loss of use" of my credit with SSE). The meter readings have been corrected (although I'm now missing an interim reading for Gas) and I now have proper final bills from SSE. I suppose (and pray) that the goodwill payment will be applied as a discount to my first bill.

    Why it has taken such an effort to get GSE to correct such a simple mistake is beyond comprehension and beggars belief. Fingers crossed that they don't screw anything else up.
    • jenny.ward7322
    • By jenny.ward7322 9th Oct 17, 4:57 PM
    • 2 Posts
    • 0 Thanks
    jenny.ward7322
    Horrendous customer service
    I've had nothing but problems since moving house and switching to Green Star Energy. I cannot get them to send the agreed meter reading to the previous supplier so I can pay that final bill.
    The call centre staff are useless and it took me 30 minutes last week to get through to a supervisor. Hats off to him - he was the most patronising customer service employee I have ever spoken to. He just talked at me and talked over me, not listening to anything I was trying to say and wasn't in the slightest bit bothered. I have lodged a formal complaint but I'm not holding my breath!
    As soon as this mess is sorted out, I will be switching again.
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