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[Deleted User]

Left Flow in September and had still not received a final closing bill some 6 weeks after the event.
One complaint via Resolver, and within 9 hours Flow produced a closing bill.
Thankfully it was accurate and used the correct readings which is a minor miracle. (It is the first correct bill since April 2017 as they have consistently used higher estimates and not the last day of the month reading that I provided every month without fail)
Now just have to see if the refund is in my bank account within the 14 days that they have promised.
I would avoid Flow Energy unless you don't mind incorrect bills and incorrect direct debits.

Edit: Received the refund due 5 days after original post.

Former_Flow_Energy

Hello ColinB
Thank you for your feedback.
I can confirm that the issues that we have experienced following the Nexus update have now been resolved. If you should have any further issues, please can I ask that you kindly call us on 0800 092 02 02 or on 0330 333 72 82. Or email [EMAIL="customerservices@flowenergy.uk.com"]customerservices@flowenergy.uk.com[/EMAIL]. We’re open Monday to Friday 8.00am until 8.00pm.
Flow will begin our roll our of smart meters in the second quarter of 2018 and every customer will have one installed by 2020. You will be contacted from our Metering team when we are able to give you more information.
Warm Regards
Flow Team




.

Former_Flow_Energy

Hello Sally J,
Thank you for your feedback.
We are sorry to hear that you are not happy with the service you have received, and we would like to resolve your query and deal with your complaint with you at your earliest convenience.
To be able to investigate further please could I kindly request that you provide us with your Flow account number (via facebook direct messagehttps://www.facebook.com/FlowEnergyUK/ or Twitter https://twitter.com/FlowEnergy_Help as we do not have a private message function on here) so we can look into this for you?
Warm Regards
Flow Team

Fred56

I have recently switched from Flow to another supplier. Flow increased their rates to the extent that my bills would have gone up 60%. The deal I had was OK but I was always concerned about the strange statements with totally fictitious meter readings on the statement. On the whole the amount being metered worked out but there was no logic or connection between the real meter readings and the stuff in the statements. My real issue with Flow was that the monthly direct debit was far too high relative to the amount of energy we consume. We are all electric with E7 so in ought to have been easy. When we switched away Flow owed me about £300 and they still do. The online statement says that has not been a meter reading for over 2 months which is just a lie. They got real readings from me monthly and they had the final meter reading too. I have been in contact but got nothing but standard palm-offs.
Please people, don't trust this outfit and do not switch to or remain with them. If you are planning to leave make sure you run the account into debit first. They just won't hand over the money when you leave in credit. They are a typical example of a screw-you business. It's odd isn't it that when a regular person takes something that is not theirs they are a criminal but it's OK for businesses, it's "just business" or "industry standard" or a technical error or admin error. It's nothing of the sort, it's basic dishonesty.
I don't give up easily so will keep on trying but don't expect a result without going through the stupidly lengthy procedure with Ombudsman etc.

My main fear is that, being a tuppence ha'penny outfit, they go bust and disappear in puff of limited liability with my money.

Don't go with the Flow folks.

bubieyehyeh

bubieyehyeh wrote: »

I made a complaint, they tell me that the gas meter reading validation problem is now fixed, and my next statement will include the meter reading I've supplied.

Another month, another gas statement with estimated readings which clearly have taken no account of the meter readings I provided. Not even the readings they promised they would add manually!

So Flow are wrong when they say the problem is fixed, it isn't for me!

I've emailed flow with a update to my complaint, not hopeful of a positive conclusion, but in 10 days, 8 weeks is up and then perhaps the ombudmen will have better luck getting Flow to generate non-estimated bills.

p.s. FlowEnergy, I don't/won't use twitter or facebook.

ebc

Yesterday (03-nov) you stated that the Nexus issues were now fixed and (presumably) bills should now use the readings we submit.
My statement for November (04-nov) is STILL WRONG for the Gas readings - you are using estimates rather than the reading I submitted. (The Electric reading I submitted has been used).
Why is it still wrong ?
My account number is 2130 0031.
I'd be grateful if you could be bothered to investigate and explain why my bill is still wrong. (Not all of us have Twitter/Facebook).

frankie

Likewise, my gas readings are wrong, last reading on statement showed as mid month yet I submitted it the same time as my electric which was end of month.

This is really annoying and Flow should be investigated as to why these persistent errors are stlill ongoing.

Will be hitting them with further comments on fb tomorrow.

ColinB

Dear Flow rep

Thank you for your response to me in this forum dated 3 Nov. Unfortunately you have not answered my question so I have to ask you to reconsider.

My question was "Can you please explain why, several months after the completion of the Nexus project, customer gas meter readings are still being ignored and estimated bills are still being produced ?".
Your response was "I can confirm that the issues that we have experienced following the Nexus update have now been resolved." That answer clearly does not explain anything.

I could forgive you for omitting the requested explanation if the problems really have been resolved, but they haven't. Just like the others on this forum, my gas readings are still being being ignored: my November statement dated just yesterday continues to use estimates. So clearly it is incorrect and misleading of you to state that "... the issues that we have experienced ... have now been resolved." You can't blame Nexus any more, so there must be an internal problem within Flow. What is it, and when do you expect to have it fixed ?

Please respond, in public in this forum, with an explanation of what is going on.

movingon

You can go to the Ombudsman 8 weeks after the issue was first raised with the Provider, not necessarily 8 weeks after your first official complaint letter was sent to them. This issue has been going on for months for many many people, accompanied by a lot of fobbing off and excuses. You are right, why should we have to resort to Faceache and Twitter when there is a rep on here who should either help, or b****r off.

I was told that I need never worry again when they manually validated my account after three months. I'm sure they only did it because I told them I would go to the Ombudsman if they did not get it right this time. They are brusque and almost rude in their responses to me.

frankie

Latest excuse(underlined)/response from Flow:

'In response to your Facebook post, I would like to take this opportunity to sincerely apologise for the frustration and inconvenience previously caused. Would you like for us to raise an official complaint on your account?

To confirm, there was a previous update on the gas national database which caused a lot of validation issues. This has since been resolved, and our customers gas reads are now validating as they should be. However, we are only able to use one customer gas read per statement. So, on your most recent statement, the read from the 13th October has validated and been used. This has caused the readings entered on the 22/10 and 29/10 to be rejected on our systems. Going forwards, I would advise to only submit one read per month around the 25th of each month.

The reason we say the 25th of each month is because reads can take up to 5 days to validate for electricity, and 25 for gas. However, the validation process does not normally take this long and are usually validated by the time we bill your account. Please note that we are unable to bill to validate to unvalidated reads.

With regards to estimated readings being used, these are automatically generated by our billing system. The estimates we use are based on the validated readings on your account. This is something that we are unable to stop, and estimates will continue to be used.

This company beggars belief. Recognise this Flow statement:

Send us your meter readings online
To make sure you're only billed for the energy you use