Flow Energy

frankie

This is the reply I got from Flow after badgering. They seem not to show the customer readings, rather they show the end of month estimate.

If a customer reading does not land at the end of month, they estimate the usage from the last customer read to the end of month date.

At least knowing how this archaic method works give some clarity. There is no poing putting in readings at a regular basis? Submit readings at the end of the month.

That of course creates another problem if you do not coincide with their end of month date. It says that 5 days are needed to validate customer readings, so your end of month reading may not be used until say the 2nd or third day of the following month.

Its a real shamble of a system, one that I will not be using again once my contract finishes in March 18!


http://forums.moneysavingexpert.com/showpost.php?p=73290141&postcount=184

movingon

But, .....it does not matter when you put them in. They do not show anyway. I have even had my meter read by Morrisons Data. That reading did not show either. Contacted Flow for about the tenth time about it and was told I had to bear with them, as there have been a "few" glitches since the new Portal was introduced. :think:

I have discovered that the Ombudsman will look at complaints from 8 weeks after issues have been raised; not necessarily since a formal letter of complaint was written. (My formal letter has been ignored)

I am going to wait to see what my statement says for this month, and if it is another estimated bill I am going down that route.

frankie

You're corect to say that your readings do not show on the web site, (I strongly agree that they should) however (the latest in the month) does show on the statement, at least they do on mine. My statements show a mix of customer and estimate, the last figure will be the estimate which will be based on the last customer reading to their end of month figure.

I know its a PITA and the whole way the industry is aiming at is to not use estimations, Flow seems to be using some hybrid system and are annoying customers by not clearly explaing how their system 'works'.

ebc

My bill statement for GAS has been wrong since May 2017.
Although I submit ELEC and GAS readings they ignore the Gas one and are using their own estimates.
Last month I submitted both readings on 30-sep (ie last day of month). The bill/statement shows the actual read I submitted for Elec, but for Gas they are showing another of their estimates.

ebc

I'll repost this as the Flow rep asked for account details in an earlier reply, but did not respond to the information...

My account number is 21300031
I submitted a gas reading on 30-sep-2017 of 24415.
Today, your online system claims that my last gas reading (on 30-sep-17) was 24558.
My last statement, dated 7-oct-17 also uses your estimate of 24558.

You having been using incorrect GAS estimates since May 2017.At the start of September you stated on this forum that the September bill would use submitted values (rather than estimates) for Gas - IT DID NOT.

The October bill also DOES NOT use the submitted GAS values either.

I am not the only person having this problem as you can see from the posts on this website, and apparently on your Facebook link. Why do you say you can look into this for me when you must already know that many, if not all, of your customers are having the same problem ???

frankie

ebc wrote: »

My bill statement for GAS has been wrong since May 2017.
Although I submit ELEC and GAS readings they ignore the Gas one and are using their own estimates.
Last month I submitted both readings on 30-sep (ie last day of month). The bill/statement shows the actual read I submitted for Elec, but for Gas they are showing another of their estimates.

Just re-checked my latest statement, both my electric and gas statements show customer readings.

I would suggest it may be worth giving them a 'rocket' via facebook. Look under customer posts, you'see quite a bit dissatisfaction.

On posting they will probably ask for your acc details etc. Send them in via messenger and if nothing happens give them grief on their facebook page.

It is also instructive to look at their trustpilot posts too. Flow appear to have glowing feedback on their web page but the actual trustpilot page is significantly different!

Good luck - keep on their backs!

colin79666

Past 6 weeks since we left and still no final bill or sign of our credit back. I feel a phone call coming on...

[Deleted User]

@colin79666
I would jump straight into a formal complaint as Flow's call centre staff have been ineffectual for my issues.
You could use the MSE approved Resolver https://www.resolver.co.uk/companies/flow-energy-complaints or use the email given at https://www.flowenergy.uk.com/help/unhappy/
Just ensure that all communication is written and headed up "complaint" to give you an audit trial.
Also there is a quote from the Gas Supply Licence Conditions found at https://epr.ofgem.gov.uk/Content/Documents/Gas%20supply%20standard%20licence%20conditions%20consolidated%20-%20Current%20Version.pdf

Provision of final Bill
27.17 Where the responsibility for the supply of gas to a Domestic Customer transfers
from the licensee to another Gas Supplier or otherwise terminates, the license
must take all reasonable steps to send a final Bill or statement of account of the
Domestic Customer’s account within 6 weeks of the supplier transfer or
termination of the Domestic Supply Contract

You may want to include that in your correspondence.

spot1034

I've just had an email from them saying that if I submit a meter reading I could win £50

ebc

That's about the only useful thing about it :-)
....the actual reading will be ignored (for Gas, anyway)

I love the way that email says that by submitting readings you will only pay for the energy you use.....my Gas bill has been wrong for the last 6 months, and they are charging me way more than my usage. And even on the website (for the last reading) they show their erroneous estimates rather than the actual readings I submitted.