Add your feedback on energy supplier Green Star Energy

Alan9990

Has anyone raised a complaint with these people?

I switched on 18/5/2017 and I am still waiting for the gas/electric readings to be sent to my old supplier. Greenstar says I just have to wait until they can be bothered to send the readings to my old supplier and that they won't accept any official complaint because they are "doing their best". However my old supplier informs me that this Project Nexus excuse that they keep trotting out shouldn't still be causing delays.

How long does one need to give these people: 8 weeks; 8 months, 8 years?

Rovergb

All decent companies that are run correctly have a robust complaints procedure in place. They recognise when someone makes a complaint that they have to follow up with a investigation and have deadlines for the issue to be addressed and feedback to the customer on the outcome.
We are not getting feedback of any description and this forum of unhappy customers is a horrendous list of grievances that need urgent attention.
I cannot see how the Project can still be causing anyone a problem.
MSE may just introduce customers to these failing companies but will get paid for doing so and seeing this fiasco should at least make some sort of comment on here on what they intend to do in the future. The best thing they can do is scrap the Cheap Energy Club as it has failed us miserably.
I used to sing the praises to all of MSE Martin Lewis but not any more.

Inverchaolain

Alan9990 wrote: »

Has anyone raised a complaint with these people?

I switched on 18/5/2017 and I am still waiting for the gas/electric readings to be sent to my old supplier. Greenstar says I just have to wait until they can be bothered to send the readings to my old supplier and that they won't accept any official complaint because they are "doing their best". However my old supplier informs me that this Project Nexus excuse that they keep trotting out shouldn't still be causing delays.

How long does one need to give these people: 8 weeks; 8 months, 8 years?

Hi Alan. I managed to raise a complaint with them and they have 8 weeks from the date the complaint was raised before the Energy Ombudsman will accept the complaint being referred to them.

When calling ask the agent to give you their name.
Inform them you wish to make a complaint and you wish to speak with someone in the Complaints Dept. If they refuse tell them that if they will not take the complaint then they will have to provide you with the contact details of the Energy Ombudsman as you can now go straight to them without waiting for 8 weeks which would be the case if the complaint had been accepted.

Contact details for the Energy Ombudsman just in case you get nowhere with them which is entirely possible. I would post links but as a "new forum member" I'm not allowed to but just google "energy ombudsman complaints"

Phone - 0330 440 1624

By post Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Hope this helps.

Green_Star_Energy

Bulwark1 wrote: »

I switched my energy supplier from OVO to Green Star Energy on the 11th May. On 12th May I received confirmation from Green Star with my new account number. On 13th May I received a 'Welcome Pack attached to an email. On 23rd May I received an email giving my transfer date for both gas and electricity as 6th June. I telephoned Green Star on 6th June and gave meter readings for both gas and electricity. On 13th June I received my final gas bill from OVO.

On 12th July I telephoned OVO to enquire as to when I might receive a final bill for electricity. I had that same day noted a direct debit had been paid to OVO. The representative informed me that they were still awaiting the final meter reading from Green Star for electricity.
I emailed Green Star on the same day asking why this was taking so long. I received a reply as follows: 'Please be advised that it can take up to 42 days for opening readings to be sent to your previous supplier as they must go through the Industry.'

As of todays date 3rd August, (58 days from 6th June) I am still awaiting my final bill for electricity from OVO. I telephoned OVO again today and the representative informed me that they are still awaiting the final meter reading from Green Star for electricity.

I am still unable to complete updated meter readings for either gas or electricity using the Green Star website due to error messages as below:

Missing EAC for MPAN 141********** in interval from 2017-06-06 to 2017-08-03
No Rolling AQ for MPRN 256******* on 2017-06-06

I do hope that this forum is still monitored by Green Star Customer Services and that these issues can be sorted.

Thank you.

Hi Bulwark1,

I am extremely sorry to hear that you are dissatisfied with our service so far.

I am more than happy to help assist with your query, if you could please email mse@mygreenstarenergy.com with your account details we can get this looked into and investigate the issue behind this.

Thank you,
Megan

Green_Star_Energy

KeyboardWarrior wrote: »

I too took part in the recent MSE switch but I now wish that I hadn't. I suppose that there is some comfort in the fact that I am not the only one having issues or regretting making the switch.

My switch appeared to go OK and my old supplier (SSE) even received final meter readings. I supplied them by email because GSE hadn't managed to add them to my online account.

And then the fun started. GSE had transposed the meter readings - gas for electricity and vice versa. To date, despite numerous calls, emails even a threat of taking my case to Ofegm - nothing has happened. No explantion. Barely an apology. Mostly inactivity and silence. In contrast SSE, despite me leaving them, have been most helpful.

So until GSE pull their fingers out and sort this issue I am in (lots of) credit with SSE but can't receive the money until I get a final bill with actual meter readings.

I recently submitted new readings via Lowri Beck. The electricity reading is showing on my account because it is a (somewhat) larger number the "opening" gas reading that's there. Given their incompetence to date I am fearful that my first quarter's bill will be erroneous (and massive) and they GSE will be incapable of resolving it in a timely fashion.

I am very tempted to "pause my Direct Debit" until the matter is resolved as this is the only leverage I have to focus their attention on resolving a very simple matter..

An utter shambles. Have they no shame ? Avoid like the plague.

I despair.

Hi Keyboard Warrior,

I would like to apologise for the shortfall in customer service you have received from Green Star Energy so far.

I am more than happy to help resolve this issue, please could you email mse@mygreenstarenergy.com with your account details.

Once we have your account details we will be able to contact the relevant department to get your issue resolved.

Thank you,
Megan

Green_Star_Energy

matthew57 wrote: »

I was with Greenstar until March 2016, then switched to Scottish Power, and then switched to Greenstar in April this year. I provided my gas and electric readings when switching.My electric reading shows correctly on my online account. However my gas reading seems to be the closing reading from March 2016. No emails have been replied to, and no bills have been generated.

Hi Matthew57,

I would like to apologise that you have not had a response to any of your emails, we have been currently experience a high demand in our emails however we now have a team working our emails daily.

If you could please email mse@mygreenstarenergy.com with your account details I will be able to locate previous emails and assist further with this issue.

Thank you,
Megan

Green_Star_Energy

deesbees wrote: »

Hmm. Im not alone. Quoted around £88/ DD instead of the £130 for npower, couldnt get through to give them meter readings, finally got an email a fortnight old but still couldn't get through, now Green star are taking £109 a month. And i STILL havent got through. I dont use this much, so im clueless as to how they got this figure but i want to leave them asap.
Absolute shambles. Very very peedoff. Am a single parent to 2disabled kids and am being arsed around with benefits so every penny counts badly at the moment. The only reason i switched to them was because theyd said they were cheaper. Theyre actually DEARER as npower dropped my DD to £100 just after they annoyances their price hike. Stressed enough trying to feed and care for my kids without this and have been in tears. Too confusing and i also have a life limiting disease which is loads worse now. Gee THANKS FOR KEEPING YOUR PROMISE GREEN STAR.

Hi Deesbees,

I would like to apologise for the inconvenience and shortfall in customer service you have received with Green Star Energy.

In order to be able to assist with your query if you could please email mse@mygreenstarenergy.com with your account details we can look into this further.

Thank you,
Megan

Green_Star_Energy

gromit69 wrote: »

Three months in and I'm still waiting for my gas supply to be moved across. I've never had this amount of trouble with switching before!

Hi Gromis69,

I would like to apologise for the shortfall in customer service you have recieved.

If you could please email mse@mygreenstarenergy.com with your account details we will be able to assist further.

Thank you,
Megan

Green_Star_Energy

Alpaccaman wrote: »

Absolutely shocking service since I switched from SSE to Green Star as part of MSE Cheap Energy Club
They took over my Gas and Electric on 5th June SSE are still waiting for a final gas meter reading. I have just come off the phone from Green Star for the 4th time and no further forward. Beware this company. Wished I'd never taken up your recommendation MSE!

Hi Alpaccaman,

I would like to apologise that your issue has not yet been resolved for you.

If you could please email mse@mygreenstarenergy.com so that we can assist further.

Thank you,
Megan

Green_Star_Energy

Alan9990 wrote: »

Has anyone raised a complaint with these people?

I switched on 18/5/2017 and I am still waiting for the gas/electric readings to be sent to my old supplier. Greenstar says I just have to wait until they can be bothered to send the readings to my old supplier and that they won't accept any official complaint because they are "doing their best". However my old supplier informs me that this Project Nexus excuse that they keep trotting out shouldn't still be causing delays.

How long does one need to give these people: 8 weeks; 8 months, 8 years?

Hi Alan9990,

I would like to apologise for the shortfall in customer service you have received.

If you could please email mse@mygreenstarenergy.com with your account details I can get this looked into further for you.

Thank you,
Megan