Greenstar Energy Bill issued after account was closed (and passed to debt collection)

FenderJay

Hi all,

I could do with advice on how to approach this situation which is fast becoming a nightmare with Greenstar Energy.

In Feb 2015 I moved out my flat. I informed Greenstar Energy over the phone, issued meter readings from which they calculated the bill, and I paid the full amount. I gave them the forwarding address and the account was closed from what I understood (this was confirmed by the rep on the phone).

By June 2015, I was still receiving automated requests for meter readings and the energy account was still displaying as live on my Experian report. I emailed Greenstar and received the following reply:

"We do apologise for the automated requests for your readings, I can see the change of tenancy has been actioned and the reason these are still generating out to you is because you require a final bill and a refund of credit, I have checked and cancelled any direct debit on the account, please also cancel with your bank your side if you have not already done so .

Please do ignore any reminders out for meter readings, these do only generate every 3 months, so you should not receive any more from us."

I did receive a small refund to my account so consider the matter closed.

October 2017 - I receive a call from a debt collection agency in Glasgow who state that I owe Greenstar Energy £97 still. I contact Greenstar Energy who state that there is a £97 debt on the account. At no stage between June 2015 and the present day have I received any communication from Greenstar Energy.

I put an official complaint in to Greenstar more than a week ago, heard nothing back (although did get automated confirmation that it's been received) asking for further details. I want all communication to be in writing going forward. I sent a follow up a week later (confirmation received again) After speaking to their customer support they're stating that they haven't received these emails from me and that they are not prepared to open any investigation.

I've spoken to 2 customer service reps now. More than 45 minutes on the phone in total. Yet to speak to a manager, they won't take a call and the reps won't connect me. Greenstar are yet to provide any meter readings or evidence relating to the disputed amounted.

Any advice on how to deal with them given their stance would be very much appreciated.

katejo

JayAshcroft wrote: »

Hi all,

I could do with advice on how to approach this situation which is fast becoming a nightmare with Greenstar Energy.

In Feb 2015 I moved out my flat. I informed Greenstar Energy over the phone, issued meter readings from which they calculated the bill, and I paid the full amount. I gave them the forwarding address and the account was closed from what I understood (this was confirmed by the rep on the phone).

By June 2015, I was still receiving automated requests for meter readings and the energy account was still displaying as live on my Experian report. I emailed Greenstar and received the following reply:

"We do apologise for the automated requests for your readings, I can see the change of tenancy has been actioned and the reason these are still generating out to you is because you require a final bill and a refund of credit, I have checked and cancelled any direct debit on the account, please also cancel with your bank your side if you have not already done so .

Please do ignore any reminders out for meter readings, these do only generate every 3 months, so you should not receive any more from us."

I did receive a small refund to my account so consider the matter closed.

October 2017 - I receive a call from a debt collection agency in Glasgow who state that I owe Greenstar Energy £97 still. I contact Greenstar Energy who state that there is a £97 debt on the account. At no stage between June 2015 and the present day have I received any communication from Greenstar Energy.

I put an official complaint in to Greenstar more than a week ago, heard nothing back (although did get automated confirmation that it's been received) asking for further details. I want all communication to be in writing going forward. I sent a follow up a week later (confirmation received again) After speaking to their customer support they're stating that they haven't received these emails from me and that they are not prepared to open any investigation.

I've spoken to 2 customer service reps now. More than 45 minutes on the phone in total. Yet to speak to a manager, they won't take a call and the reps won't connect me. Greenstar are yet to provide any meter readings or evidence relating to the disputed amounted.

Any advice on how to deal with them given their stance would be very much appreciated.

I would write to them (mail recorded delivery not email) and enclose a printout of the reply which you have quoted above. State that you received the small refund and that you understood the account to be closed. Ask for a statement showing the outstanding charge.

SpenderBob

My son is having a problem with Greenstar over getting a closing electricity bill.
I did a chat with my power distribution company today and got the date that Green Star ceased to supply.
Have you kept your bills? If they sent you a closing bill and the dates tie up then I don't see they have a case.

Bob