Add your feedback on energy supplier Flow

System

ColinB wrote: »

Not true. Flow might aim to do it in 6 weeks (when does that timescale start anyway ?) .

The clock starts ticking on the day that your supply transferred to the new supplier. The Licence Condition requires suppliers to use their 'reasonable' efforts to produce a Final Bill within 6 weeks from the date of transfer. The word 'reasonable' is something that lawyers argue about on a daily basis.

To produce a Final Bill, the losing supplier requires industry-verified transfer readings from the gaining supplier. More often than not, the losing supplier will blame the gaining supplier for any delay.

wavelets

ColinB wrote: »

Not true. Flow might aim to do it in 6 weeks (when does that timescale start anyway ?) but don’t manage it. I have just waited 7 weeks from the date that my new supplier started supplying (more like 9 or 10 weeks since Flow had the final readings). Final bill only arrived after I phoned and then - as if by magic - it was in my account next day.

Not true

Haw can a supplier possibly have agreed final meter readings 2-3 weeks before a new supplier starts supplying?

:huh:

System

wavelets wrote: »

Not true

Haw can a supplier possibly have agreed final meter readings 2-3 weeks before a new supplier starts supplying?

:huh:

A good point. The poster may find this link helpful:

https://octopus.energy/blog/secret-life-opening-meter-reading/

bubieyehyeh

ColinB wrote: »

Not true. Flow might aim to do it in 6 weeks (when does that timescale start anyway ?) but don’t manage it. I have just waited 7 weeks from the date that my new supplier started supplying (more like 9 or 10 weeks since Flow had the final readings). Final bill only arrived after I phoned and then - as if by magic - it was in my account next day.

Same for me me, more than 6 weeks after flow had the final reading (they received on day of switch), and no bill until I phoned and chased. First person I spoke to told me the new supplier hadn't completed switch. However that turn out to be a lie after checking with the new supplier. Credit refund took a week after that.

ColinB

wavelets wrote: »

Not true

Haw can a supplier possibly have agreed final meter readings 2-3 weeks before a new supplier starts supplying?

:huh:

Oops, my mistake sorry, the earlier date was when the switch was initiated and of course can’t have been the date Flow had the readings (which were produced on the switch date).

Doesn’t change the basic fact that they are not abiding by their own guidance to produce the final bill within 6 weeks of the switch date, despite the fact that the new supplier passed the readings to Flow very quickly (I checked).

timbo2720

I moved my supply from Flow in September 2018 for a cheaper deal. Move was fine and eventually Flow emailed me telling me the final account would be settled by DD on 6/11/18.
They failed to collect the DD and sent me an outstanding amount letter saying pay up in 7 days or we may refer the matter to debt recovery agents. I phoned Flow who said sorry problem with automatic systems. Ignore the letter and we will rearrange DD for December.
On 19/11/18 i received a further email saying the dd would be collected on 3/12/18.
Following day ( 20/11/18) i received another letter demanding the outstanding payment in 7 days. Phoned again and got exactly the same story as before. As previously I told them I was not happy and wished to elevate my complaint to their manager and required a communication from them confirming the fact I should ignore the letter. On each occasion I was promised a return call within 24hrs. They have never phoned back.

Their admin systems are clearly a mess with no inter communication. they had no idea why the DD had not been collected. I will now wait and see if they collect the DD on the 3/12/18 before cancelling my DD with them.

Pretty abysmal customer service .

Former_Flow_Energy

timbo2720 wrote: »

I moved my supply from Flow in September 2018 for a cheaper deal. Move was fine and eventually Flow emailed me telling me the final account would be settled by DD on 6/11/18.
They failed to collect the DD and sent me an outstanding amount letter saying pay up in 7 days or we may refer the matter to debt recovery agents. I phoned Flow who said sorry problem with automatic systems. Ignore the letter and we will rearrange DD for December.
On 19/11/18 i received a further email saying the dd would be collected on 3/12/18.
Following day ( 20/11/18) i received another letter demanding the outstanding payment in 7 days. Phoned again and got exactly the same story as before. As previously I told them I was not happy and wished to elevate my complaint to their manager and required a communication from them confirming the fact I should ignore the letter. On each occasion I was promised a return call within 24hrs. They have never phoned back.

Their admin systems are clearly a mess with no inter communication. they had no idea why the DD had not been collected. I will now wait and see if they collect the DD on the 3/12/18 before cancelling my DD with them.

Pretty abysmal customer service .

Hello,


Sorry to hear how unhappy you are and for the issues you have experienced.


As we do not have a private message function on here, please can I kindly request that you contact via facebook https://www.facebook.com/FlowEnergyUK/ or Twitter https://twitter.com/FlowEnergy_Help if you have any further issues.


Warm Regards
The Flow Team

BirminghamBlueYellow

We switched supplier and provided final meter readings on 02/10/18, our new supplier took over our dual fuel on that date.

Our Flow Energy account is in credit almost £170.

It is now over 8 weeks and our money has not been refunded.

I have made 4 phone calls to try to get our money back and it has not been dealt with. I have made another phone call to Flow Energy today and they have informed me that a "final bill" still has not been processed and our money wont be refunded yet.

I have asked to speak to a manager and was told they are all in meetings. I have been promised a manager with phone me back. I will post an update on here in a few days time to confirm if a manager has phoned me and our money has been refunded.

The call centre staff dont seem to know what they are doing and this is turning into a nightmare trying to get our money refunded with no-one at Flow Energy taking ownership of the problem.

Avoid at all costs.

Peter2516

Joining Flow over a year ago from Scottish Power went very smoothly. Leaving Flow a year later an absolute night mare. Having received Flows final bill which they calculated and took from my account by direct debit I thought that was it however after 6 weeks they came back to me asking for what amounted to an additional15 pence I phoned their customer services and was told not to worry they would write it off and update my account accordingly. I was therefore quite surprised to get another email saying as it was coming up to Christmas and they knew money was tight they would let me pay back what I owed over a 6 month period. Another phone call followed in which I told them it had been written off but their operator had to check with his manager who said I had to pay. I followed this up with another phone call to customer services who want 5 working days to respond. Anyone thinking of joining flow check out their Facebook page first. I think you might steer well clear. In 2016 they were recommended by Which so what has happened in the interim one can only guess.

System

Peter2516 wrote: »

In 2016 they were recommended by Which so what has happened in the interim one can only guess.

Welcome to the forum. Two years is a lot of time in the domestic energy sector. Flow now exists in name only. It is now part of Coop Energy.

https://www.telegraph.co.uk/business/2018/04/10/cash-strapped-flow-energy-sells-co-op/