Add your feedback on energy supplier Flow

ColinB

Flow_Energy wrote: »

Readings entered after 05/10/2017 will go through the validating process as normal.

Dear Flow Rep

That statement is, frankly, utter bilge. If it were true, then my statement dated 4 November would be accurately based on the reading I submitted into your portal on 25 October. But that reading hasn't been used, the statement is based on yet another estimate. And if you read all the recent posts in this forum you will see many other people saying the same thing.

Please do not patronise your customers with statements that we can easily demonstrate to be incorrect. Please investigate this again within your company and give us a proper, meaningful, and believable response.

Regards

LenF

If you are switching away from Flow don't hold your breath waiting for your final bill and refund.
Switched on 25th Sept no final bill nor refund (£240). I object to supporting Flow's cash flow!

[Deleted User]

@lenf
Use the MSE supported Resolver complaints mechanism. https://www.resolver.co.uk/
I did and I got my final bill within 9 hours of starting the process and the refund in the bank in 5 days.

ebc

ColinB wrote: »

Dear Flow Rep

That statement is, frankly, utter bilge. If it were true, then my statement dated 4 November would be accurately based on the reading I submitted into your portal on 25 October. But that reading hasn't been used, the statement is based on yet another estimate. And if you read all the recent posts in this forum you will see many other people saying the same thing.

Please do not patronise your customers with statements that we can easily demonstrate to be incorrect. Please investigate this again within your company and give us a proper, meaningful, and believable response.

Regards

I second this ! Please explain why ColinBs reading from 25 OCT was ignored.
I was told that the reading I submitted on 31OCT was too late to be validated but that if I has submitted it after 5 Oct and up to 25 Oct it would have been processed.
This is obviously a lie in ColinBs case as he submitted it on 25 Oct and it was ignored.
Why cant FLOW explain and fix this problem ?

PLEASE AVOID FLOW AS THEY CANT RUN A BILLING SYSTEM AND SEEM TO LIE ABOUT HAVING FIXED THE PROBLEM WHEN IT JUST OCCURS AGAIN AND AGAIN.

Former_Flow_Energy

Hello,


We are sorry to hear that you are unhappy with the service you have received.


Unfortunately due to Data Protection I an unable to access your account however, if you could kindly email us of your registered email address or phone our Customer Services team and we will be more than happy to look into this for you.


Warm regards,


The Flow team

movingon wrote: »

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.

Former_Flow_Energy

Hello,


We are sorry to hear that you are not happy with the service you have received and would like to resolve your query with you at your earliest convenience.


Please can I kindly request that you provide us with your Flow account number (via Facebook direct message https://www.facebook.com/FlowEnergyUK/ or Twitter https://twitter.com/FlowEnergy_Help as we do not have a pricate message function on here) so we can look into this for you ?


We will endeavour to contact you back as soon as possible.


Warm regards,


The Flow team

frankie wrote: »

Yet another missive from Flow:

'I can see that one of my colleagues responded to your social media but I would like address the issues raised and the reasons why the gas reads are not validating.
When an energy company receives a customer's meter read they are sent to that particular company's third party Data Collector for validation. Flow use Morrison's Data Services. Sometimes the Data Collectors can refuse to validate a read as it may not run in line with previous consumption,or it may be a lot higher or lower than expected.
I have looked at your account and can see on the gas that since May when we received the gas read: 36559 none of your gas reads have been accepted by the Data Collector and have been rejected. Due to Industry Regulations, made by OFGEM, we are not allowed to use a customer reading on a statement if it has not been validated first.
One of the main reasons for the non validation of the reads was due to a nationwide update that took place in May 2017 of the national gas database which affected every single energy company in the UK. Once this update was completed, a company called Utilisoft also updated their systems - this affected smaller companies such as Flow who use their services and as such we are now having to manually validate gas reads that have been supplied by May.
I have escalated your account to my Team Leader today as it doesn't appear that our Back Office Teams have completed the previously requested validation and I will keep you up to date with the resolution.
Could I also ask you to take a picture of the latest gas reads to assist us with the validation.
I can see that when your statements are prepared we are using your electric reads@

What a shambles, I don't see this situation getting sorted anytime soon.

Former_Flow_Energy

Hello,


Thank you for providing your account number.


I have looked at your account and have sent you an email regarding your Gas readings.


If you would like to discuss this in detail please contact Flow on 0800 092 0202 or email [EMAIL="help@flowenery.uk.com"]help@flowenery.uk.com[/EMAIL].


We are open Monday to Friday 08.00am to 20.00pm Monday to Friday.


Warm regards,


The Flow team

ebc wrote: »

re account number 2130 0031
A ridiculous email reply from Flow to my email complaint...
"I can see that your read was submitted on the 31/10/17, which may be why it has not appeared on your statement. Gas reads can take up to 25 days to validate, although from my experience it does not usually take this long. We advise all customers to submit reads on the 25th of each month to ensure that the reads have time to validate. Please note we are unable to bill to unvalidated reads as per industry regulations. "

So if my submission on 31/10/17 was ignored as it was 'too late to validate' why didn't they base my latest bill on my 30-sep submitted reading. They have been ignoring ALL of my gas reads for the last 8 months.
What is the point of such a ridiculous system restraint which means you only process a reading submitted on the 25th of the month !

PLEASE AVOID FLOW AS THEY APPEAR TO BE UNABLE TO RUN A BILLING SYSTEM !!!!!

Former_Flow_Energy

Hello,


We are sorry to hear you that you have not received your final statement and refund after switching away from Flow.


Please can I kindly request that you contact us via Facebook direct message https://www.facebook.com/FlowEnergyUK/, Twitter https://twitter.com/FlowEnergy_Help, email or by calling our Customer Services team to provide us with you Flow account number. Once we have received this information we can we can look into resolving this for you.


Warm regards,


The Flow team

LenF wrote: »

If you are switching away from Flow don't hold your breath waiting for your final bill and refund.
Switched on 25th Sept no final bill nor refund (£240). I object to supporting Flow's cash flow!

Former_Flow_Energy

Hello,


We are sorry to hear that you are unhappy with the service you have received.


Please can I request that at your earliest convenience you contact us via Facebook (direct message https://www.facebook.com/FlowEnergyUK/), Twitter (https://twitter.com/FlowEnergy_Help), email or by phone and provide us with your Flow account number so we can look into this for you.


We will endeavour to contact you back as soon as possible.


Warm regards,


The Flow team

ebc wrote: »

I second this ! Please explain why ColinBs reading from 25 OCT was ignored.
I was told that the reading I submitted on 31OCT was too late to be validated but that if I has submitted it after 5 Oct and up to 25 Oct it would have been processed.
This is obviously a lie in ColinBs case as he submitted it on 25 Oct and it was ignored.
Why cant FLOW explain and fix this problem ?

PLEASE AVOID FLOW AS THEY CANT RUN A BILLING SYSTEM AND SEEM TO LIE ABOUT HAVING FIXED THE PROBLEM WHEN IT JUST OCCURS AGAIN AND AGAIN.

frankie

It would be really useful if Flow could give a definitive explaination as to how the validation/billing system really works.

We seem to get differing reasons/excuses of why customers reads(particularly gas) are not being correctly used.

For example I was recently told you can only submit ONE reading per month, I then got another message saying:

'Any gas meter reading that we have received after the 5th of October 2017 can and will be validated, and placed on a statement.'

These discrepencies do not instil confidence in the company's sysytems.

I am not looking forward to the fight that seems to ensue at contract end in trying to get credit back as my own account is constantly in credit.