Add your feedback on energy supplier Green Star Energy

GSXR1100

Perhaps if I had visited here before switching I may have reconsidered...

03/05/17 Received an email to say that the switch application to the dual fuel 12m Fixed MSE offer was going ahead.

04/05/17 Received account number and immediately set up an online account and downloaded the app. Neither the web site or the app were functional but thought that they would become live before or on my switch date.

20/05/17 Received letter via email advising that the switch date would be 23/05/17 and asking me to submit meter readings via the web portal or the app on this date.

23/05/17 took meter readings and attempted to submit them via web portal, app and automatic telephone system. All methods failed so called CS to advise meter readings. The lady I spoke to was very polite but had no interest at all in telling me why I had needed to phone, and was generally disinterested. I was/am not entirely confident that the readings were applied to my account but have no way of checking. The same date I emailed CS@mygreen... to request that someone fixed the access to my account. Received two automated replies to tell me that they will get back to me in 7 days.

05/06/17 Logged on here to see that they were now asking for opening meter reads to be sent to mse@mygreen... so did just that.

As of today, I have received no reply to any email (apart from the automated one making broken promises), my first payment has been taken but I still have no access to my account via any means.

Overall a poor experience and they will have to work very hard for me to stay at the end of the fixed period.

I'm also slightly unimpressed that this was an MSE group switch and someone seems not to have done enough research into the ability of this company to comply with their promises and handle the increase in customers.

You live and you learn.

Rovergb

My contract start date was the 16th May, I submitted readings to CS after not getting anywhere on the app or automated phone line.
I still cannot see my readings in the app and to submit meter reads cannot happen because the meters are not yet linked. Today a meter reader called without warning on behalf of GB Energy but I do not understand at all what they will do with those readings other than make an assumption whether my readings were correct or not.
After this length of time I should be able to fully check my information on the Greenstar app to ensure its right in case I end up with an incorrect bill from GB.
I'm on holiday from Sunday for well over two weeks and do not want to come back to find nothing has changed or worse still incorrect billing. Someone needs to get their finger out at Greenstar but MSE needs to assume responsibility for the problem and get it resolved quickly.

RoughRook

spud17 wrote: »

@RoughRook
You may already know, Waterfox is a 64bit browser very similar to Firefox.
I have managed to set up an online account, but not convinced that Green Star's idea of online security is the same as mine.
I managed it by using an outdated browser, Internet Explorer 11, (it is hidden in Windows 10), but is available.
Without going through all the permutations, I succeeded by using only lower case, a few numbers and the '@' as my special character.
After all that, my meters are still not linked, electricity changed on 19th May and gas allegedly 30th May.
I'll investigate more over the weekend when I've worked up the enegy.

@spud17, as yet there is no reply to my email dated 21st May 2017. But, thanks to YOUR advice (not theirs) I've now managed to set up a password. Their 'security system' appears not to allow capital letters be part of a password. Used Chrome browser in the end. Hopefully will not have similar issues with the next supplier when I leave this outfit in a year's time. Fingers crossed that there's no need for much correspondence with them in the meantime.

RoughRook

Jezz75 wrote: »

Just been contacted by greenstar. We closed our account 10 months ago and they have just notified us they have refunded us twice last October. Apparently they have passed us on to debt collection agency. They have sent no emails or snail mail to us and this is the first we knew about it. Can anyone advise please?
Very annoyed and upset.

Have you considering taking your case to the ombudsman? If you can show that it was their fault that you were refunded twice and have only just been made aware of it, then it appears to be a worthwhile option.

RoughRook

Green_Star_Energy wrote: »

Hi murpheydavid,

I completely understand all of your concerns, I would like to outline a few points to assist with your queries.

As a whole the gas industry is currently undergoing some mandatory updates, which we hope in the future is going to help the switch over for customers run more smoothly however at the moment this is casing some errors with submitting meter reads and receiving the information for your meters to be linked onto your online accounts.

Although there is the error on the online accounts, we are asking that you email your reads through to us as we are able to submit them from our end to go in as pending reads, which means they will get automatically uploaded when we have the information through.

If you have signed up with Green Star Energy for a duel fuel account you will receive a gas and electricity account number however they are most likely linked to the same one account. If you are still concerned about this please email mse@mygreenstarenergy.com for our team to assist your further.

I hope this helps.

Thank you
Megan

@Green Star Energy (Megan), Are emails mse@mygreenstarenergy.com and customerservice@mygreenstarenergy.com treated with different levels of urgency?

I sent emails to the latter 14 working days ago and have had no response to date.

MSE_Dan_L

Hi all

I'm sorry to hear that some of you have been having some problems with the service Green Star has been providing.

We’ve heard a few grumbles about a few frustrating problems with Green Star. As part of its collective switch bid, it promised MSE to boost its customer service levels. We’re pushing it on these problems and asking that it pulls its socks up to do more.

Frustrating, some recent technical releases at Green Star have led to a couple of bugs around how opening meter readings are recorded. Unfortunately, these have been rather complex to fix - if you get an error message when trying to use the app or website, you'll need to contact Green Star for it to manually add these.

If you need to speak to Green Star, you should be able to get through quicker by calling its collective line on 0800 029 1560. Alternatively you can email it via mse@mygreenstarenergy.com. Green Star has confirmed to us that it is fully up to date with this mailbox, so you should see a quicker turnaround than on its normal email box.

I hope this helps.

dings74

dings74 wrote: »

Hi Dings74,

With your supply going live on the 5th June you will not be able to create an online account until then - which I know is probably rather annoying for yourself and many others. Once your account has been created you will be able to find out information of your tariff, payments, bills etc... you will also be able to submit your meter reads.

As most customers I am sure you do have concerns, I know myself when I try something different and new I have concerns, but we are here to help and answer your questions so please let us know if there is anything we can do to help.

Thank you
Megan

---

Well I said I would feedback and I will. Today is switching day O logged onto my online account and have been able to supply my meter readings.

so so far so goodish....:T

---

I received a text from green star last night asking for meter readings, is this a generic text sent out for those that have been switched and have not provided meter readings. or do i need to provide new meter readings bearing in m mind they successfully record my readings on switch day 5 days ago?

StopIt

MSE_Dan_L wrote: »

Hi all

I'm sorry to hear that some of you have been having some problems with the service Green Star has been providing.

We’ve heard a few grumbles about a few frustrating problems with Green Star. As part of its collective switch bid, it promised MSE to boost its customer service levels. We’re pushing it on these problems and asking that it pulls its socks up to do more.

Frustrating, some recent technical releases at Green Star have led to a couple of bugs around how opening meter readings are recorded. Unfortunately, these have been rather complex to fix - if you get an error message when trying to use the app or website, you'll need to contact Green Star for it to manually add these.

If you need to speak to Green Star, you should be able to get through quicker by calling its collective line on 0800 029 1560. Alternatively you can email it via [EMAIL="mse@mygreenstarenergy.com"]mse@mygreenstarenergy.com[/EMAIL]. Green Star has confirmed to us that it is fully up to date with this mailbox, so you should see a quicker turnaround than on its normal email box.

I hope this helps.

I can confirm that whatever systems are broken, at least they're sending the correct meter readings to the previous suppliers. However due to that gas industry wide system upgrade I have yet to receive a final gas bill by SP.


Hopefully that'll iron itself out soon.


However, 3 weeks post switching and still unable to submit meter readings online at all. They really need to get these system bugs fixed ASAP.

spud17

RoughRook wrote: »

@spud17, as yet there is no reply to my email dated 21st May 2017. But, thanks to YOUR advice (not theirs) I've now managed to set up a password. Their 'security system' appears not to allow capital letters be part of a password. Used Chrome browser in the end. Hopefully will not have similar issues with the next supplier when I leave this outfit in a year's time. Fingers crossed that there's no need for much correspondence with them in the meantime.

Glad in a sort of way, that it's not just me having problems with their 'security' being not up to scratch.
I did say that I only managed to create an account by using lower case letters, ,also their idea of special characters seems to be limited.
By not allowing capital letters you severely reduce the number of possible combinations.
I don't use Chrome, just tried again and I can only login using Internet Explorer.
Still no meters showing as associated with this account.
This is about the 6th time that I've switched energy suppliers in 11 years and the first time that there has been any kind of problem.
Not impressed.

pokey18

Hi, I changed to Green Star Energy with MSE Collective and was transferred on 16th May (in theory). Like other people I couldn't give my meter readings on line but gave them over the phone. They have already taken a payment from me. The trouble is that my old company AVRO are still taking payments from me and will until they hear from Green Star. Apparently they have the electricity reading but not the gas. I phoned Green Star a couple of days ago and they have only just sent the gas reading over and this could take up to 6 weeks I am told. I think this is ridiculous. I know I should hopefully get the money back eventually but I think this is terrible service. I'm really disappointed in Martin Lewis for recommending it.