Add your feedback on energy supplier Green Star Energy

spud17

When I checked last weekend there were still no meters associated with my account, even though I had provided an electricity reading via the phone several weeks ago.
I do realise that there have been/are problems with the gas side of things which are out of Green Star's hands.
Today I had an email for the final bill from Flow energy.
Logged into Green Star, again having to use the unsafe Internet Explorer browser, and hooray, I now have 2 meters showing with near enough the correct readings.

Green_Star_Energy

spud17 wrote: »

When I checked last weekend there were still no meters associated with my account, even though I had provided an electricity reading via the phone several weeks ago.
I do realise that there have been/are problems with the gas side of things which are out of Green Star's hands.
Today I had an email for the final bill from Flow energy.
Logged into Green Star, again having to use the unsafe Internet Explorer browser, and hooray, I now have 2 meters showing with near enough the correct readings.

Hi Spud17,

I am glad to hear that your app is now up and running.

If you do have any queries please let me know, I am here to help.

Thank you
Megan

greenstarfailure

No communication, ended up using LinkedIn to contact head of Customer Services

Does anyone have Gavin Morden's email address or phone number? My normal route when having difficulties with companies is to go to their head sheds. But his email address possibles are very well disguised from the norm. Fat luck getting put through via switchboard either.

I too am having ridiculously simple but wholly overblown by GreenStar problems.
My previous supplier have told me that Green Star are refusing to pass my gas reading over to them whilst green star are blaming this nexus problem. They have instead given a much much lower estimate.

How simple it is to pick up a phone and give my old supplier a meter reading. I know that both suppliers are talking and indeed have backroom contact numbers to deal with switching. They are fully communicating and this is easily resolvable but green star appear to be refusing to do so. And now to me on the phone them blame nexus. Again, pick up a phone and resolve it, it's really easy...

Instead of honouring my reading given a month ago, they want me to give them two new readings a week apart. So wasting my time further, being on hold for ages, having to get the reading (it's not as simple if you are working away).
In the mean time EDF are waiting to close my account and have finite time. They say they must have an update within five days or they will use a substantially lower reading, given to them by green star without my knowledge - green star never asked nor notifed me about any problems with my given reading.
And I give thanks to EDF for being so helpfup. I've had more help and information about the situation than from GreenStar. TBH I now regret switching.

So if this lower reading is used guess what happens. I end up with several thousand units billed at the green star rate which is higher than the older supplier rate and I end up out of pocket due to GreenStar's refusal.
Surely not!?! This wouldn't happen?
Green star with holding the true reading I gave them and standing to make a lot of money from me at the same time?
Conflict of interest if not something far far more sinister.

Martin, I hope MSE learns from this when making reccommendations. This company has some serious problems in the customer service area. I've have two complaints to raise agasint them since transfer (they screwed up the dates too) and they are now refusing to take complaints. I kidd you not.
I will be asking for a copy of that recording.

Green star rep. I have emailed you. I hope you can give your meter reading dept a kick in the soft area and tell them to give EDF my reading and stop messing around. Drawing this farce out further than it has already gone would be ridiculous.

pepsi_max2k

Bit of an update:

- GSE now have both Gas and Elect readings active, and have the readings I sent through Twitter updated with the correct dates.

- Readings have been passed to previous supplier, who've closed account with the correct dates and readings (repayment of excess charges pending from final bill).

- Only thing not working now is MSE's energy club which still doesn't think I've switched

And all with very little input from myself. It does pay to be patient - clearly GSE are working through things but I'm guessing everyone calling up to complain, however understandable, isn't exactly helping speed things up

Manojmathew

I have requested to switch my gas and electricity to My Green Star energy through MES energy club on 2nd May 2017 and is still not processed.
Green star energy asked to submit a meter reading and I did it on 19th May.
After 4 weeks I received the following reply:
Good afternoon Mr Manoj Mathew,
Thank you for contacting Green Star Energy.
Please accept apologies for the delay in responding as we are experiencing a large volume of emails at the moment.
Opening readings need to be recorded within five days of your supply start date. Unfortunately we are now outside the window and your gas reading cannot be backdated. Estimated gas reading will be generated and agreed with your previous supplier. The electricity reading is recorded as given by yourself and will be forwarded to your previous supplier. Please provide your up-to-date readings and we will record them on the system. Please accept apologies for any inconvenience caused.
I would like to thank you for contacting Green Star Energy.
Kind regards,
Vladimir Batusic
I think they are not capable of handing the number of switches..:mad:

spurtime

Hi,
I am not happy with the GSE switch recommended on here.
First off all they do not have the facility to use smart meters and won't be doing so before Dec 17 at the earliest. I certainly wouldn't have switched for this reason only. I was with OVO previously without a hitch, but decided to switch due my current fixed tariff expiring and the new tariff was almost a 30% rise!

I was also advised wrongly by GSE customer services how to get the meter reading from the smart meter and had o ring OVO to get the correct figures. I took advantage of swapped from Eco 7 to standard tariff without charge when I received the meter and have been wanting to do this for so many years but found the switch meter cost to expensive.

But that has also caused a problem as the meter in now showing a different figure to what I should be quoting. I have to press 6 on the meter keypad to find the correct figure!

I now cannot give meter reading to GSE either by the APP, website or verbally to customers services as there is a 'Missing EAC' for my meter!

What a mistake I made moving to this firm to save a few quid.

Sometimes it just isn't worth moving, contrary to what Mr Lewis tells us!

Inverchaolain

Since my switch I have been unable to submit readings online. I have submitted readings by phone which was like a comedy sketch (details in my previous post). Its now 2 weeks since my last post and still unable to submit a meter reading online or even see the readings given by phone on the 22nd May.

I noticed that I had not had a final bill/refund from my previous supplier so I gave them a call. It transpires that they can't issue a final bill as they are waiting on Green Star to furnish them with final readings. They operate a 6 week window for new suppliers to contact them so that a final bill/refund can be issued to the departing customer. Today is the 6 week anniversary of Green Star taking over billing for my gas and electricity so in all likelihood I'm about to get a final bill based upon estimated readings.

I see a lot of comments from Green Star on other peoples posting blaming the lack of linked meters on system update for the gas industry. Not sure why this would stop the electricity meters, at least, being linked by now!

Green_Star_Energy

pepsi_max2k wrote: »

Bit of an update:

- GSE now have both Gas and Elect readings active, and have the readings I sent through Twitter updated with the correct dates.

- Readings have been passed to previous supplier, who've closed account with the correct dates and readings (repayment of excess charges pending from final bill).

- Only thing not working now is MSE's energy club which still doesn't think I've switched

And all with very little input from myself. It does pay to be patient - clearly GSE are working through things but I'm guessing everyone calling up to complain, however understandable, isn't exactly helping speed things up

Hi Pepsi Max2k
I am glad that you have had a straightforward transfer. I'm sure the MSE club will get updated soon.

Best, Steve

Green_Star_Energy

Inverchaolain wrote: »

Since my switch I have been unable to submit readings online. I have submitted readings by phone which was like a comedy sketch (details in my previous post). Its now 2 weeks since my last post and still unable to submit a meter reading online or even see the readings given by phone on the 22nd May.

I noticed that I had not had a final bill/refund from my previous supplier so I gave them a call. It transpires that they can't issue a final bill as they are waiting on Green Star to furnish them with final readings. They operate a 6 week window for new suppliers to contact them so that a final bill/refund can be issued to the departing customer. Today is the 6 week anniversary of Green Star taking over billing for my gas and electricity so in all likelihood I'm about to get a final bill based upon estimated readings.

I see a lot of comments from Green Star on other peoples posting blaming the lack of linked meters on system update for the gas industry. Not sure why this would stop the electricity meters, at least, being linked by now!

Hi Inverchaolain,
Thank you for your post, apologies that this is still ongoing.
As you have mentioned, there have been some changes to the industry that have resulted in delays to the provision of gas reads, and you are right, this shouldn't affect the electricity reads.

Some suppliers like to bill both fuels together to finalise their accounts, so a missing reading on either fuel can result in the final bill being delayed.

If you are able to email mse@mygreenstarenergy.com, we would be able to look into your individual case and provide a personal update.

Best, Steve

Green_Star_Energy

Manojmathew wrote: »

I have requested to switch my gas and electricity to My Green Star energy through MES energy club on 2nd May 2017 and is still not processed.
Green star energy asked to submit a meter reading and I did it on 19th May.
After 4 weeks I received the following reply:
Good afternoon Mr Manoj Mathew,
Thank you for contacting Green Star Energy.
Please accept apologies for the delay in responding as we are experiencing a large volume of emails at the moment.
Opening readings need to be recorded within five days of your supply start date. Unfortunately we are now outside the window and your gas reading cannot be backdated. Estimated gas reading will be generated and agreed with your previous supplier. The electricity reading is recorded as given by yourself and will be forwarded to your previous supplier. Please provide your up-to-date readings and we will record them on the system. Please accept apologies for any inconvenience caused.
I would like to thank you for contacting Green Star Energy.
Kind regards,
Vladimir Batusic
I think they are not capable of handing the number of switches..:mad:

Hi Manoj Matthew

apologies for the delay in response.
Thank you for providing your meter reads.

In the event that the start read is incorrect, we are able to discuss this with the other supplier and agree a more accurate reading.

If you would like us to do this, please let us know.

Best, Steve