Is anyone else having poor service from Flow Energy?

Doubledrop

I'm getting a bit fed up now, I used a comparison tool to change my energy supplier and Flow Energy came up with the best saving and comments said its customer service was good.

The initial first phone calls were brilliant and instilled a sense a confidence so me and my fiance changed from SSE who did have excellent service but the savings were what made us change.

Based on our actual yearly usage our gas and electricity direct debit would be going down from £110 a month to £70

Fast forward to 3 months in, I sent an email requesting our payment date changed to our pay day and they added an extra 4.98 to our monthly bill, which equates to just under £60 a year, we have £83 credit on our account from 3 months payments (based on actual usage not estimates)

I called and had a chat with a lovely woman 3 weeks ago who said she also couldn't explain it and doesn't think it should go up and she said someone would contact me within 2 weeks, as of today 3 weeks later no contact, I then emailed last week and it says someone will respond within 7 days and I haven't had a response from that and my direct debit us due to come out in a couple of days for £74.98

I used to work for Scottish Power in their call centre and know if credits are on the account with actual reasons very rarely would an extra charge goo on the direct debit, it may suggest putting it down by a bit which many customers didn't want to do and I also want it to remain at 70 to let it build up for the winter.

The annoying thing is they are only available to talk on the phone Monday to Friday 9-5 and as I work full time its impossible to ring, kind of feel duped now as when I was SSE they provided excellent customer service to me!

Is there a Flow Energy representative on this board or does anyone else have any advice or experience with them?

Thanks for reading

footyguy

It might be worth looking at the deedback thread for Flow to see what others think of them
https://forums.moneysavingexpert.com/discussion/4586989

If you are unhappy with the way Flow are treating you, then why not raise a complaint following their complaint procedure?
http://www.flowenergy.uk.com/help/unhappy/
Step 1 includes alternative methods of contact if you are struggling to reach them on the phone during their opening hours

You can find a full list of Companies with permission to post here
https://forums.moneysavingexpert.com/discussion/781221
As you will see, there is a representative from Flow approved, but checking their profile I see:
Join Date 23-06-2015
Last Activity: 11-03-2016 2:40 PM
Total Posts: 0

Doubledrop

Thanks for the great response, let's hope they come back to me

Former_Flow_Energy

Hello.


We are sorry to hear that you are not happy with the service you have received, and we would like resolve your queries with you at your earliest convenience.


Would you be kind enough to provide us with your Flow account number (via facebook direct message https://www.facebook.com/FlowEnergyUK/ or Twitter https://twitter.com/FlowEnergyUK as we do not have a private message function on here) so we can look into this for you?


We will endeavor to contact you back as soon as possible.


Warm Regards, Layla – Flow Customer Services

Doubledrop

Flow_Energy wrote: »

Hello.


We are sorry to hear that you are not happy with the service you have received, and we would like resolve your queries with you at your earliest convenience.


Would you be kind enough to provide us with your Flow account number (via facebook direct message https://www.facebook.com/FlowEnergyUK/ or Twitter https://twitter.com/FlowEnergyUK as we do not have a private message function on here) so we can look into this for you?


We will endeavor to contact you back as soon as possible.


Warm Regards, Layla – Flow Customer Services

I will send a message on facebook. As yet I still have had no response and I called on Friday to be told that there is a further delay in being able to get a response so my direct debit has came out at the higher amount. I have now raised a complaint. This is really not an acceptable level of service to just change a direct debit.

footyguy

Doubledrop wrote: »

I will send a message on facebook. As yet I still have had no response and I called on Friday to be told that there is a further delay in being able to get a response so my direct debit has came out at the higher amount. I have now raised a complaint. This is really not an acceptable level of service to just change a direct debit.

When you called to complain about the intended rise in the amount the supplier was intending to collect, and the supplier was unable to give a reason for the rise (indeed according to you the person said it should remain at the earlier level) did you ask for the status quo (the earlier agreed amount) to be retained until the supplier was in a position to justify the increase?

If so, then simply make a claim for the amount deducted direct from your bank under the terms of the DD guarantee.

Unfortunately the bank are only able to repay the full amount collected, so perhaps to show the supplier goodwill, you can make arrangements to pay the undisputed amount another way (or indeed invite them to collect it via the DD arangement in place, but they will have to provide advance notice of when they plan to do so if this route is agreed).