Don't use Flow Energy

DC2010

In June with my Sainsburys Energy Fixed Rate expiring on 30 June I signed up with Flow Energy for a fixed rate to September 2014 for Dual Gas and Electricity.

To begin with things seemed fine - emails welcoming me etc and switching date of 11 July. Then it all started to fall apart.

First I was told that through poor communication the gas change would be delayed by up to 23 days. But not to worry - Flow would pick up any increases in gas charges billed by Sainsburys and reimburse me.

On 11th July I duly sent meter readings to both Companies. Received a Welcome email from Flow confirming the switch of my electricity. On 25th July I emailed Flow as per advice on their website for an update. Nothing. I tried again on 27th. Nothing.

Then over the next few days I received two closing bills from Sainsburys. Since I had not received any advice from Flow on the gas switch, this started to concern me. Even more so because the meter readings were wrong (far too high). I rang Flow and was told that the gas had been switched on the 11th ! Why had no-one told me ? They didn't know. Why hadn't flow replied to the emails - no response. Why are Sainsburys using the wrong meter readings for the closing bills. They didn't know - I needed to take this up with Sainsburys, which I did. I told Flow they were a shambles !

I complained to Sainsburys by phone only to be told that the meter readings they had used were supplied by Flow ! Can you believe this ?

Not only were the readings incorrect the gas reading hasn't even been reached yet as I write on the 7th August, nearly 4 weeks after the switch. Sainsburys were brilliant and have reissued their closing bills with my original meter readings.

I'm still waiting for Flow to respond - could be a long wait. I'm not bothered because it will cost them money not me if they still use the higher readings for the start of my account.

Flow are full of self-praise for their outstanding customer service on their minimalist website. Never has such praise been less justified.

I would urge anyone considering to switch to Flow to avoid them like the plague.