Add your feedback on energy supplier Flow

Former_Flow_Energy

Hello.


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


For us to investigate this, please can 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)


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


Warm regards,


The Flow team

frankie wrote: »

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.

frankie

That's not what I asked. A typical cut and paste response, clearly you have not read my post.

For you again, In BIG letters:

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

Former_Flow_Energy

Hello,


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


In the month of May we had an industry update for our Gas database that effected customer readings validating. Unfortunately this issue went on for a lot longer than we anticipated. However, this has now been resolved and we have been advised by our Operations team that Gas readings entered after 05/10/2017 will go through the validating process as normal.


If your Gas readings are still not showing on your statements, please can I kindly request that you provide us with your Flow account number via Facebook (https://www.facebook.com/FlowEnergyUK), Twitter (https://twitter.com/FlowEnergy_Help), email or by phone so we can look into this for you.


If you have any questions, you can call us on: 0800 092 02 02

Or email: help@flowenergy.uk.com

We are open Monday to Friday 8:00am until 20:00pm

Warm regards,

The Flow team

frankie wrote: »

That's not what I asked. A typical cut and paste response, clearly you have not read my post.

For you again, In BIG letters:

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

Broadwood

I've not had my gas readings used since May either. I've been sending them in with the electric readings which have been used each month.

Just phoned Flow and asked why still not sorted when they said it would be by November bills. The young lady says she will get my readings included by December's bill.

This saga is getting soooooo boring.

I'll believe it when I see it !

ColinB

Dear Flow Rep

I have now asked twice in this forum (on 5 & 7 Nov) why my gas meter readings are still being ignored. Your response, both to myself and others, has been that the problem has now been resolved and that "... Gas readings entered after 05/10/2017 will go through the validating process as normal."

I have pointed out to you on 7 Nov that that statement is incorrect, because my meter reading supplied on 25 Oct has been ignored in my November statement. Clearly gas readings entered after 5 Oct are NOT being validated normally. You have not responded to that post, indeed your response yesterday to frankie repeats the inaccuracy.

I ask again, can you please reconsider your response and provide an honest answer about why this issue is continuing ? If there is some reason why you can't explain, please tell us that

Please do not invite a bilateral discussion via TwitFace. I don't use those platforms, and I think an explanation in this public forum would help all the people posting here about the same issue. It should help you too because you won't need to respond to lots of individual complaints.

Thank you

movingon

YES, Please stop posting generic replies, which, as stated above, are very boring, and not constructive at all. Please just answer the question which is continually being asked.:doh:

footyguy

ColinB wrote: »

...
Please do not invite a bilateral discussion via TwitFace. I don't use those platforms, ...

I see the Flow rep has given various forms of contact, including social media methods for those that may wish to take advantage of them.

For ludites like me, I see they also have provided a telephone number (a freephone one at that :money:) and an email address.

You must have email access/address. You need it to set up an MSE account. :cool:

But if you really are not even up with those methods either, you could always take your quill and scribe your enquiry to:

Flow Energy
North Felaw Maltings
48 Felaw Street
Ipswich
IP2 8PN


Good luck!

movingon

This is all true.
The Fact Is, Flow never answer a straight question, with a straight answer, no matter what method of communication is used.

frankie

Had another reply following up my email and have gleaned a bit more information:

We can validate one reading per 25 days, so no. a single meter reading per month will be more than enough to keep your account up to date along with your statements, so please look to keep to this schedule.

So no point keep submitting readings as they won't be validated.

I just wish Flow would just explain all this info on here so we are not constantly in the dark.

viciovbuk

My only problem with Flow was their periodic email about provide meter reading.
If I follow the link in the email, I get a page in which day and night rate are in the wrong order.
So for example, if on the website I have a day reading of 45678.2 and a night reading of 33456.5, on the webpage opened from the email I got a day reading of 33456.5 and a night reading of 45678.2 (and the first time I put my readings according to what I saw on the page). I noticed the problem when they ask me to pay about 300 pound for a month of use.
I provide them all the pictures of my readings and they fixed the problem but the page that I receive via email is still wrong so I need to put my readings directly on the website.