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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 19
    • footyguy
    • By footyguy 9th Oct 17, 5:13 PM
    • 3,898 Posts
    • 1,547 Thanks
    footyguy
    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.
    Originally posted by jenny.ward7322
    I have answered your question posed as to what else you can do, in the other thread you had already created about this
    http://forums.moneysavingexpert.com/showthread.php?t=5724866

    Best keep to one thread, else you may become even more confused
    • facilitym
    • By facilitym 20th Oct 17, 4:24 PM
    • 1 Posts
    • 0 Thanks
    facilitym
    Appalling Customer Service
    Been with Green Star for a couple of years. Transfer from Eon was just about OK although emails were an issue. However in the interim there have been no major issues.

    This month I had recourse to approach their customer services, really for the first time since they took on my supply. This exchange has caused me serious concern.

    A new bill was posted on 5th October in the sum of £281.97. As it used estimated figures that exceeded the readings which I took immediately, I posted the figures on 6th October. The new readings seemed to be ignored until I approached them with query on 16th October; they undertook to use the new figures, which they did. BUT the newly adjusted bill altered the previous readings used in the last bill that had been paid some months before. The net effect was that I would be paying for about 1200 units a second time.

    I again contacted them on 19th October and they accepted the error and, to correct it, amalgamated all bills from 1st April to date and issued a new bill, crediting my payments and resulting in a bill of £14.88 outstanding. All seemed settled at last.

    Today, 20th October, they took 281.97 from my bank by Direct Debit, 2 weeks after the correct readings were provided and 4 days since my chase up. Surely they have had enough opportunity to stop the payment.

    So I again contacted them with my concern. The agent saw the error but would not arrange a credit without me providing yet another set of readings. After an exchange of opinions I provided and he informed me that I would receive a refund in 10 days. Really?

    I asked to speak to their dedicated complaints team, step 1 of the procedure set out on their bill. He said that he would record the complaint. I advised him this was not what was indicated on the invoice, that he was not a member of the Dedicated Complaints team and he went off to see what he could sort out. Some time after he returned indicating that even he could not get through to the Dedicated Team.

    At this point I realised I was getting nowhere so had to accept that a refund may arrive in 10 days.

    The whole issue is quite annoying and really stressful and although they offer quite competitive rates, I guess you get what you pay for - pay peanuts, get monkeys.

    Neeless to say I will be getting out of this contract as soon as an opportunity presents itself.
    • Mikes Saving
    • By Mikes Saving 25th Oct 17, 6:01 PM
    • 11 Posts
    • 4 Thanks
    Mikes Saving
    If you value your time energy and money, avoid!!!
    I was with Eon and followed energy club advice and moved to Green Star. I've had nothing but trouble since.
    The Electric transferred without difficulty. The Gas meter wouldn't show me a reading. The (extremely) shortened version is that Green Star told me it was a problem with the transfer, that they'd have to transfer it back to Eon and begin again. Meanwhile they were happy to take more than £ 200 out of my account for gas they hadn't supplied.
    Their customer service line is 0800, that's about the only good thing I can say. Beyond that their customer service is atrocious. They are polite, but ineffectual. Everything gets the response "it'll take 6 weeks or so". They don't confirm in writing when they say they will (e.g. email/letter). Requests to speak to a manager result in a long 'on hold' period before they cut you off. Numerous requests for a head office phone number were met with 'I don't have a number for that' type responses.
    If you're struggling with them, the Hudson Energy Milton Keynes number gets you to their real head office. Green Star's customer complaints team's closely guarded phone number is 01908 302450.

    Presuming that they actually do what has been agreed today, they should have both my services back with Eon and a refund to my account imminently (originally the erroneous Direct Debit refund was going to take - guess?... - 6 weeks ).

    Out of frustration I rang Eon to see if they could advise. The contrast was huge. They provided me with the information I needed to ask the right questions of GreenStar, even confirming that GreenStar were actually providing my Gas when GreenStar themselves thought they weren't

    Today I finally got through to their Customer complaints who's parting shot was to tell me that they thought they did have the right meter number after all and that all this might have been avoided... no noxious excretions Sherlock!

    DON'T DEAL WITH GREENSTAR ENERGY - THEY DON'T KNOW THEIR POSTERIOR FROM THEIR EPICONDYLE
    The real measure of your wealth is how much you'd be worth if you lost all your money.
    Anon

    • JIR
    • By JIR 29th Oct 17, 11:59 AM
    • 22 Posts
    • 11 Thanks
    JIR
    Billing!
    Since I switched to Green Star they are a nightmare! I provided them with opening readings by email which they chose to ignore. Their first bill was provided in October but only shows up to August. I put in new meter readings but they have not generated a new bill

    Going into winter I have zero idea if I am in credit or not!

    Canít wait to switch away!
    • trickytree1963
    • By trickytree1963 29th Oct 17, 2:55 PM
    • 187 Posts
    • 110 Thanks
    trickytree1963

    A new bill was posted on 5th October in the sum of £281.97. As it used estimated figures that exceeded the readings which I took immediately,
    I again contacted them on 19th October and they accepted the error and, to correct it, amalgamated all bills from 1st April to date and issued a new bill, crediting my payments and resulting in a bill of £14.88 outstanding. All seemed settled at last.

    Today, 20th October, they took 281.97 from my bank by Direct Debit, Neeless to say I will be getting out of this contract as soon as an opportunity presents itself.
    Originally posted by facilitym
    Always invoke the Direct Debit Guarantee with your Bank when this stuff happens. You get the money back and don't have to hope that the Energy Company refund you "in 10 days"
    • murphydavid
    • By murphydavid 30th Oct 17, 8:50 AM
    • 572 Posts
    • 130 Thanks
    murphydavid
    Its so much extra work you don't need. Horrible.
    • SpenderBob
    • By SpenderBob 3rd Nov 17, 11:46 AM
    • 12 Posts
    • 0 Thanks
    SpenderBob
    My son has spent since 21st July trying to get his final electricity bill from Green Star (gas is fine). Has spent many minutes on the phone to his new supplier as well as Green Star and has no success to date.
    Having another try today.
    He took them on after they cold called him and told him they could cut his bill to £20 from £40 based on size of house, occupants etc. In fact he ended up spending more.
    Would very definitely not recommend them
    Bob
    • Archiemedes
    • By Archiemedes 14th Nov 17, 5:44 PM
    • 1 Posts
    • 0 Thanks
    Archiemedes
    On 1st September 2017, through cheap energy club, changed from Green star to Eon, all went smoothly enough but Green Star insist they cannot send me a final bill until Eon have sent them the meter readings I provided (on August 30th) Eon say they have done this twuce, second time at my request, and Green star still have not supplied the final bill. My calculations show my bill should be £145 approx. My credit with Green star is £267, so I am due over £120 refund, which now at now mid-November has not been made Green star say Eon is to blame, Eon say info has been sent to Green star so they are to blame. Any advice? Thanks in advance
    • Mikes Saving
    • By Mikes Saving 29th Nov 17, 9:13 AM
    • 11 Posts
    • 4 Thanks
    Mikes Saving
    Apalling, Apalling, Apalling whatever you do, don't switch to GreenStar
    They are utterly incompetent and treat their customers with complete contempt. Their call centre staff are very pleasant but are utterly ineffectual at anything but blocking you from talking to someone who might be able to make a difference.
    They could offer me my energy for free and I'd still go elsewhere - be warned and save yourself the ridiculous amount of banging-your-head-against-a-brick-wall that I've had to endure.

    Problems still not resolved or even acted upon since last May.
    If anyone has their CEOs contact details I'd be very pleased to receive them.
    The real measure of your wealth is how much you'd be worth if you lost all your money.
    Anon

    • lamanva
    • By lamanva 29th Nov 17, 9:48 AM
    • 12 Posts
    • 0 Thanks
    lamanva
    i have found that sending emails to this address get a quick response mse@mygreenstarenergy.com
    • Mikes Saving
    • By Mikes Saving 30th Nov 17, 4:49 PM
    • 11 Posts
    • 4 Thanks
    Mikes Saving
    I was with Eon and followed energy club advice and moved to Green Star. I've had nothing but trouble since....
    ...Presuming that they actually do what has been agreed today, they should have both my services back with Eon and a refund to my account imminently (
    Originally posted by Mikes Saving

    Guess what... they didn't do what they said they'd do
    When today (more than 5 weeks later) I finally got to speak to someone who could give me something other than deflective platitudes and with very persistent and patient questioning for over an hour over the phone, I discover that the email they gave me on the 25th of October saying that the Erroneous Transfer had been initiated with Eon, was wrong (they lied? They were incompetent?).
    Despite 2 promised calls from their customer complaints team that didn't happen, a call to Eon this afternoon confirms that they have now received the ET and they will have my dual fuel back with them in a couple of weeks
    Dealing with Green Star is less dual fuel and more duel fuel

    I am very slight delirious at the prospect of actually being free or Green Star at last

    I will be pursuing them for any additional tariff costs I've incurred for fuel during the 7mths they've been messing me about and an Ombudsman complaint is still to be resolved.

    DON'T SWITCH TO GREEN STAR - YOU HAVE BEEN WARNED
    The real measure of your wealth is how much you'd be worth if you lost all your money.
    Anon

    • Mikes Saving
    • By Mikes Saving 30th Nov 17, 4:56 PM
    • 11 Posts
    • 4 Thanks
    Mikes Saving
    Always invoke the Direct Debit Guarantee with your Bank when this stuff happens. You get the money back and don't have to hope that the Energy Company refund you "in 10 days"
    Originally posted by trickytree1963

    Green Star took £400 ish that they shouldn't have taken. When I asked for it back they said - we'll consider it and it will take 6 to 8 wks (their standard response to everything).
    I pointed out their responsibility with regard to the Direct Debit Guarantee and eventually coerced them try reluctantly (that's what it felt like) into transferring the money back to my account in 4 days (still not quick enough, or compliant with the guarantee, but a big improvement).

    In case you've missed my posts elsewhere, IF YOU VALUE YOUR MONEY, TIME AND SANITY, DON'T DEAL WITH GREEN STAR ENERGY!
    The real measure of your wealth is how much you'd be worth if you lost all your money.
    Anon

    • Mikes Saving
    • By Mikes Saving 30th Nov 17, 4:57 PM
    • 11 Posts
    • 4 Thanks
    Mikes Saving
    i have found that sending emails to this address get a quick response mse@mygreenstarenergy.com
    Originally posted by lamanva
    Thank you, but I've yet to receive even an acknowledgement when I've used that address.
    The real measure of your wealth is how much you'd be worth if you lost all your money.
    Anon

    • Inverchaolain
    • By Inverchaolain 1st Dec 17, 2:20 PM
    • 8 Posts
    • 0 Thanks
    Inverchaolain
    Its only taken 7 months
    I thought I would provide an update on my 7 month battle with Green Star to get my initial meter readings entered correctly and a proper bill issued. I have made 7 previous postings regarding Green Star's attempts to achieve this and looking at recent postings by others Green Star have not improved.

    I logged an official complaint with Green Star and waited for their 8 week (40 working days) resolution time to complete with nothing having been done to rectify the problem. I then raised a complaint with the Energy Ombudsman who ruled in my favour and gave Green Star 4 simple instructions to complete within 28 days. The instructions were:

    Following my investigation of your complaint, my decision requires Green Star Energy to:
    - re-bill your account from an opening gas reading of 0873 to an up to date gas reading of 0946 (as of 23 October 2017);
    - re-bill your account from an opening electricity reading of 77842 to an up to date electricity reading of 80646 (as of 23 October 2017);
    - apply a £60 goodwill gesture to your account in recognition of the shortfalls in customer service I have identified; and
    - provide a written apology for the shortfalls in customer service I have identified.

    Given these simple instructions you would expect Green Star could accomplish this without cocking it up. However with 8 days until the Ombudsman deadline they tried to use a completely different initial reading for the electricity. Naturally my previous supplier refused to accept this. I called Green Star and pointed out their error which their agent acknowledged. Again you'd think this was it sorted but no - with 4 days to the deadline I received a call from a "specialist" team within Green Star saying they had again tried to use the incorrect reading and I had to ask why didn't they just follow the Ombudsman's ruling. This they agreed would be a good idea.

    In the end they managed to sort things out with 1 day left until the deadline. My advice to anyone having any issues with this company is to open an official complaint with them immediately and get a complaint reference number. Wait until the 8 week resolution window has closed (probability is that nothing will be have been achieved by Green Star) then immediately open a complaint with the Energy Ombudsman. At this point things will start to happen. The Energy Ombudsman will initially ask if the complaint can be closed if Green Star promise to fix the problem - do not take this offer and insist the complaint can only be closed once Green Star have fixed your problem.

    The Energy Ombudsman is a very easy organisation to deal with and I recommend them. Happily I am now in the process of leaving Green Star and can recommend them to no one. After 7 months of frustrated grief my opinion of Green Star is that they are a basket case of a company beyond any hope of improving and should have their license revoked by OFGEM.
    • Mikes Saving
    • By Mikes Saving 1st Dec 17, 2:58 PM
    • 11 Posts
    • 4 Thanks
    Mikes Saving
    On 1st September 2017, through cheap energy club, changed from Green star to Eon, all went smoothly enough but Green Star insist they cannot send me a final bill until Eon have sent them the meter readings I provided (on August 30th) Eon say they have done this twuce, second time at my request, and Green star still have not supplied the final bill. My calculations show my bill should be £145 approx. My credit with Green star is £267, so I am due over £120 refund, which now at now mid-November has not been made Green star say Eon is to blame, Eon say info has been sent to Green star so they are to blame. Any advice? Thanks in advance
    Originally posted by Archiemedes
    Believe Eon; believe nothing that Green Star tells you and expect them to take no action whatsoever.
    Be very very dogged on the phone and insist on being put through to their complaints team. Their complaints team won't call you back, so insist on being put through to someone you can talk to. This won't be easy. I found it easier to ring Hudson Energy head office number (in an earlier post of mine or Google it) and complain to them - this was the only time I got through to someone at the GSE complaints team directly.

    Raise an official complaint with GSE as soon as possible and get a reference number. They will, in all likelihood, do nothing at all, but by doing this you can get the ombudsman involved at the earliest opportunity.

    Advise everyone you know to avoid GSE.
    Good luck, I fear that you will need it.
    The real measure of your wealth is how much you'd be worth if you lost all your money.
    Anon

    • bettz
    • By bettz 3rd Dec 17, 7:09 AM
    • 125 Posts
    • 5 Thanks
    bettz
    Why did MSE recommend this company? I'm just finding out now what there like after 6 months. I haven't been able to submit meter readings once through there app or website without errors
    • roygrayson
    • By roygrayson 3rd Dec 17, 12:09 PM
    • 2 Posts
    • 0 Thanks
    roygrayson
    More of the Same
    "As most of the Above" just about sums it up when reading forum comments After a (upheld) complaint to the Energy Ombudsman three months ago I now find myself once again locking horns with the shambles trading as Greenstar Energy.
    One begins to wonder if customers who have the temerity to complain are singled out for special punishment by GS.
    Since Ombudsman ruling (October) the following has happened:
    1) GS have ceased taking my monthly Direct Debit. Very nice, I hear you say BUT think about it. if I do not take any action they COULD now claim that I am in default of contract.
    2) GS have NOT sent me the bill due for 25th November despite requesting meter readings on the 10th Nov. which I sent on the same day as requested. Strangely enough, I encountered no difficulty when sending them. BUT :
    3) My online account webpage now produces a strange pop-up message when 'clicking' to the "Readings" page, said message being of a somewhat technical nature, can only be interpreted by the layperson as "Our System has failed again, please take steps to resolve this"
    4) This is accompanied by the fact that ALL my previous Read history on that page has now disappeared as if it had never existed. Doubly annoying because it took MONTHS of complaining (Plus the complaint to the Ombudsman) to get my account set up properly after GS made one almighty !!!!-up of it.
    SO,once more into the breach dear customer. But two points are obvious to my mind anyway.
    1) The level of Service from Greenstar Energy would lead one to suspect that they are having MAJOR problems with their systems (Think GB Energy) and could well be the next candidate for a total collapse.
    2) Why on earth did MSE take us all into this nightmare and do they really think that they have NO responsibility at all for Collective switches ?
    Time will tell.
    • Burndengreen
    • By Burndengreen 7th Dec 17, 9:09 AM
    • 3 Posts
    • 0 Thanks
    Burndengreen
    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.
    Originally posted by Burndengreen
    Update on this, I couldn't switch to m and s because my electric account is showing as a two read smart meter I have been trying to sort this out and wrote to greenstar over two weeks ago and still no response. This is what I said.

    Morning

    I have contacted yourselves on three previous occasions regarding an issue with my account and unfortunately the problem is still not resolved. The two previous occasions have been telephone contact and on both occasions I waspromised a call back which never materialised.

    When I transferred to you back in May, from brit gas, I had a smart meter with two readings. One of the readings was for a special deal bg had whereby my electric on Sunday was free between 09.00 and 18.00 hrs. Since I moved to you this facility was withdrawn and consequently elec meter reading number 1 never changes.

    I supplied actual meter readings on the 11th Nov and yet I now receive a Bill showing my readings and a further estimated reading from the 17th and meter reading one has been increased by yourselves.

    When I read my meter it shows me three readings , rate1 usage rate2 usage and a combined of the two figures.
    I have asked that my account shows one meter reading , I.e the combined one, and this has not yet happened.
    My combined total at 11th Nov when I read my meter was 5627 my combined opening read in May was 3745.
    Please produce a Bill with these figures and adjust my online account to show I have only one electric meter reading.

    Thank you

    I am very very very seriously considering cancelling my DD to get some response from these people. I just want out and I will not be paying the exit fee.
    Shambles.
    • markocosic
    • By markocosic 9th Dec 17, 11:32 PM
    • 11 Posts
    • 1 Thanks
    markocosic
    Switched to these useless berks in April 2017 on MSE's recommendation; they took until May 2017 to begin the switch; and haven't managed to complete it to date.

    They were given opening reads.
    They ignored them.
    They (over) estimated some numbers.
    They won't accept the actual reads.
    They won't send the form to the previous supplier to complete the switch.

    Ombudsman here we come.

    It looks like there is a common pattern to abject failure in this industry. Any of the new entrants using the "Junifer Systems" billing system have been an utter failure.
    • SpenderBob
    • By SpenderBob 11th Dec 17, 2:23 PM
    • 12 Posts
    • 0 Thanks
    SpenderBob
    My son was cold called by these people and told that, based on his house size and occupancy, they could halve his current DD. In point of fact they were more expensive than his previous supplier.
    He switched away from them in July and is still awaiting a closing bill. It seems that the gas went through OK but they maintained that they did not have a closing reading for the electricity.
    Back in August he was promised a refund of £25 but it never came and he has been phoning and emailing them and current supplier.

    I would not touch them.

    Bob
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