Add your feedback on energy supplier Green Star Energy

cireland

I absolutely regret following MSE's advice and switching to this energy firm.
They are completely incompetent, my electric was switched without issue there was an issue with my GAS as there was a nominal amount left on the account, I was made aware cleared it the same day, I let Greenstar know this and my GAS account has still not changed over. (0005420413)

You spend weeks waiting for a reply via email, 30 minutes on hold trying to call them the amount of time I have invested trying to sort this is fasical. I have called them over 10 times since April, sent countless emails, been told countless lies by them, and to top it off I just received an email caliming I am entiled to only half the cash back because I only moved over one account!

They are ridiculous, all whilst this is happening I am paying a standard tariff on my current GAS account, eating into any saving's I was going to make... Time to make an formal compliant I think....

catgirly

Accepted for switch was told it would take place on 24th May and to sent meter readings on that date OK sent. Notification from Martin Lewis said the old firm would contact me for final readings - heard nothing until I received a final bill - meter readings were not what I sent to GSE. Old supplier said they had the readings from GSE - emailed them to ask why the difference they replied - " Unfortunately there was a delay in accepting your gas meter readings due to the gas industry updating their nexus. There is a tolerance guideline set by the industry where we do not amend opening reads if they are +_250KWH for electricity or +_108units for gas The estimated meter reading provided to your previous supplier is within tolerance and will not be amended." I assume that is 52units of gas I will pay for twice - not good when you are a pensioner and watching the pennies. When it came to put in July's reading I stuck to the actual meter reading - GSE flashed up red question marks so do not know if it was accepted .Is there actually a tolerance guideline? I have never heard of it.
I seem to have bad luck with switching - first Extra energy then GB energy and now this firm which seems to be as bad .Tut Tut Martin Lewis I expected better from you - and why do a switch when the gas industry was updating .

System

catgirly wrote: »

Accepted for switch was told it would take place on 24th May and to sent meter readings on that date OK sent. Notification from Martin Lewis said the old firm would contact me for final readings - heard nothing until I received a final bill - meter readings were not what I sent to GSE. Old supplier said they had the readings from GSE - emailed them to ask why the difference they replied - " Unfortunately there was a delay in accepting your gas meter readings due to the gas industry updating their nexus. There is a tolerance guideline set by the industry where we do not amend opening reads if they are +_250KWH for electricity or +_108units for gas The estimated meter reading provided to your previous supplier is within tolerance and will not be amended." I assume that is 52units of gas I will pay for twice - not good when you are a pensioner and watching the pennies. When it came to put in July's reading I stuck to the actual meter reading - GSE flashed up red question marks so do not know if it was accepted .Is there actually a tolerance guideline? I have never heard of it.
I seem to have bad luck with switching - first Extra energy then GB energy and now this firm which seems to be as bad .Tut Tut Martin Lewis I expected better from you - and why do a switch when the gas industry was updating .

MSE CEC is only a referral site: it does not manage actual switches. This responsibility sits with the gaining supplier. Before the actual transfer goes through, the gaining supplier will ask you for meter readings. These then go to an industry third party for confirmation. It is true that the implementation of Project NEXUS delayed the transfer of supply process and Ofgem issued a derogation to the Licence requirement whereby suppliers have 35 days to takeover a supply. This was well publicised. Given the delay, the Data Collectors will have come up with an estimated reading that they will have passed to the losing and gaining suppliers to close and open your accounts. The cost to you is minimal. The important thing is to check that the reading used to close and open your account is the same. You will not pay for the same energy twice. The industry does have procedures for raising a dispute when the estimated reading is outwith industry limits. If the readings are different then the gaining supplier is responsible for dealing with the issue. Usually, this is done over the phone between the two suppliers.

rosie0c

All sounded great, going to save money, easy switching - until I got a demand from previous company for payment. Turns out they switched the wrong address/meter but have been happily taking my money for the last few months. Told it could take up to 6 weeks to get my money back - so much for direct debit guarantees!. So I am now out of pocket for the electricity I thought I had been paying for and having to find the money to pay the other company as well. then they have the audacity to suggest that they take over the supply from not and I just pay the other company. Wasn't allowed to speak with anyone but the call centre person who just kept saying - we will take if over now

catgirly

Well I'm sure that is clear - as mud. To my knowledge I was told 24th May was the changeover day and as far as I know this is what happened . Your comment "the important thing is to check that the reading used to close and open your account is the same." As I pointed out - it is not and I was told "that's Ok it's accepted being within guidelines". The old supplier says they are going on the new supplier figures - You seem to imply they can sort this out over the phone - I will not hold my breath.

deejay1001

I have now had the overpayments I made to my old supplier refunded and my account closed based on the readings they have recieved from Green Star. Yet I am still being told by Green Star that they do not have accurate readings and asking me for readings. Once this mess is sorted I feel it will be worth losing the early leaving penalty and going elsewhere. Just dreading the mess Green Star may make when I transfer away from them.

revolver

I have smart metres installed by my previous supplier. The displays on these are blank and my GSE account shows that I am in credit for the two months that I have paid them. In other words, I have used no energy in the past two months! They haven't aked me for metre readings but I wouldn't be able to give them if they did!

bikerflyer

What a waste of time. Wish I had never switched.
They confirmed gas and electricity switch on 6th June but on 26th July I found out gas has not been switched.
6 phone calls and 3 hours on the phone to be told will take 6 weeks to sort out.
They won't compensate me for extra that I have to pay original supplier.
Great difficulty speaking to anyone in authority, when I did I was promised a call back within one hour without fail. 2 hours later nothing.
I called again and was told I couldn't speak to that person so had to repeat everything only to be told it will take 6 weeks to sort transfer
THEY ARE A WASTE OF TIME, DONT BOTHER TO SWITCH.

Inverchaolain

The nightmare that is Green Star Energy continues ...........
I switched on 16/5/17 but was unable to enter meter readings via their website and called to give the readings over the phone. The person who took the call couldn't have been more uninterested and I had to repeat the readings and ask her to quote them back to me many times before we seemed to be in agreement. Somewhat unhappy at this I called twice and sent a request by email to get the readings confirmed in writing. On 29/6/17 I received an email confirming the readings. At this point I thought everything would now be ok.

Over the coming weeks I monitored my online account to see when my meters for electricity and gas would get linked to their website and I could then enter readings online. A couple of weeks ago I saw the meters were linked and thought "great" all is now working. I then noticed that although they had had readings for both electricity and gas since the 29/6/17 the electricity field was blank and the gas field had an incorrect meter reading. The gas reading was so far out that it would generate a bill for over £6800 (yes that's not a typo).

I called their customer services and after much arguing got to speak with someone in their complaints dept. I was told that their system would not have sent out a bill of that magnitude as it was clearly wrong but he would investigate and call me back in a couple of days. To his credit he did indeed call back and confirmed they did hold the correct readings on their system but would have to contact my previous supplier to get an agreed reading and was I happy to close out the complaint. Again I thought this would now be the end of it and agreed (what a mug I am).

Today I again checked and the incorrect reading is still not changed. I again called and was told that the complaint would be re-opened but that it could take 4 to 6 weeks to contact my previous supplier and get an agreed reading and in the meantime the system might generate a bill for over £6800 but not to worry!! I stated I was not happy with this and the agent went away and came back and said the account would be put on hold for 3 months which would give them enough time to sort it out.

I am now going to write to the energy ombudsman and seek legal advice as this is a shambles in which I have no confidence in Green Star to fix. I know MSE are not responsible for this but could I suggest that in the future they insert a clause in any contract they agree with utility suppliers that the new supplier has 30 days to complete the switch or else the customer has the right to leave without penalty.

System

Inverchaolain wrote: »

The nightmare that is Green Star Energy continues ...........
I switched on 16/5/17 but was unable to enter meter readings via their website and called to give the readings over the phone. The person who took the call couldn't have been more uninterested and I had to repeat the readings and ask her to quote them back to me many times before we seemed to be in agreement. Somewhat unhappy at this I called twice and sent a request by email to get the readings confirmed in writing. On 29/6/17 I received an email confirming the readings. At this point I thought everything would now be ok.

Over the coming weeks I monitored my online account to see when my meters for electricity and gas would get linked to their website and I could then enter readings online. A couple of weeks ago I saw the meters were linked and thought "great" all is now working. I then noticed that although they had had readings for both electricity and gas since the 29/6/17 the electricity field was blank and the gas field had an incorrect meter reading. The gas reading was so far out that it would generate a bill for over £6800 (yes that's not a typo).

I called their customer services and after much arguing got to speak with someone in their complaints dept. I was told that their system would not have sent out a bill of that magnitude as it was clearly wrong but he would investigate and call me back in a couple of days. To his credit he did indeed call back and confirmed they did hold the correct readings on their system but would have to contact my previous supplier to get an agreed reading and was I happy to close out the complaint. Again I thought this would now be the end of it and agreed (what a mug I am).

Today I again checked and the incorrect reading is still not changed. I again called and was told that the complaint would be re-opened but that it could take 4 to 6 weeks to contact my previous supplier and get an agreed reading and in the meantime the system might generate a bill for over £6800 but not to worry!! I stated I was not happy with this and the agent went away and came back and said the account would be put on hold for 3 months which would give them enough time to sort it out.

I am now going to write to the energy ombudsman and seek legal advice as this is a shambles in which I have no confidence in Green Star to fix. I know MSE are not responsible for this but could I suggest that in the future they insert a clause in any contract they agree with utility suppliers that the new supplier has 30 days to complete the switch or else the customer has the right to leave without penalty.

Suppliers have a Standard Licence Condition to takeover your supply within 35 days of your application to switch (14 days cooling off period + 21 days). Report the supplier to consumeraffairs@ofgem.gov.uk if there has been a breach.