Green reviews: add your feedback

GreenSupplierLtd

gsmh said:

Oh my goodness! I am trying to contact Green.energy to tell them they have used an incorrect meter reading as an opening reading on my electricity account. I have had a chat session open and waiting for two and a quarter hours. An agent eventually responded and asked me a question. I got to my computer with a few minutes but he had clearly moved on. He asked me a question I had already answered earlier in the chat. I tried calling by phone and the call was simply unanswered.

I must say I have been with a good few energy companies in my time but have NEVER had an experience like this. Even contacting the likes of Scottish Power is easier. It's absolutely awful! I have raised a complaint by email and asked them to remove the early-cancellation fees so I can switch elsewhere without penalty.

EDIT: It has now been two and three quarter hours and I've still not managed to have a conversation with anyone. Appalling! 

Hi there,

As a growing company, sometimes we can be a little busy via our live chat service, however, as our customer number grows, so will the number of staff, so hopefully you will see a change with our live chat team going forward. You can contact our contact centre 7 days a week 7am to 11pm, and our live chat system is open 24/7. 

Rest assured you should have got through on the phone lines so please do try again and we will be sure to assist as soon as we can, you can also try to message or call during off peak hours and you will get through quicker.

gsmh

I have wasted enough time on this. It’s now three and a quarter hours and I’ve not had a conversation with anyone. I want to switch and I hope Green will waive the cancellation fees. 

GreenSupplierLtd

gsmh said:

I have wasted enough time on this. It’s now three and a quarter hours and I’ve not had a conversation with anyone. I want to switch and I hope Green will waive the cancellation fees. 

Hello,

Apologies on the experience you are having. Please do email me at your earliest convenience and I'll be sure to waive your exit fees.

I would like to express that this is not how we want our members to feel about our service and I will pass on all feedback to our customer service managers to ensure we are doing the best moving forward.

My email: aidon@green.energy

Regards,
Aidon Hudson
CTO at Green

sparky0138

gsmh said:

Oh my goodness! I am trying to contact Green.energy to tell them they have used an incorrect meter reading as an opening reading on my electricity account. I have had a chat session open and waiting for two and a quarter hours. An agent eventually responded and asked me a question. I got to my computer with a few minutes but he had clearly moved on. He asked me a question I had already answered earlier in the chat. I tried calling by phone and the call was simply unanswered.

I must say I have been with a good few energy companies in my time but have NEVER had an experience like this. Even contacting the likes of Scottish Power is easier. It's absolutely awful! I have raised a complaint by email and asked them to remove the early-cancellation fees so I can switch elsewhere without penalty.

EDIT: It has now been two and three quarter hours and I've still not managed to have a conversation with anyone. Appalling! 

I complained to them about the exact same thing on Twitter. I didn't experience the same delay as you but I was waiting around 10 minutes each time I responded and the whole conversation took about one and a half hours. I've never had a chat like that with a company. It was very frustrating. I'd much rather wait half an hour or so in a queue and then have a "proper" conversation.

gsmh

Indeed. I applied to switch away from Green last night. I can't be doing with spending so many hours fretting about something like this. They are still using an opening reading which is from a month ago when I was with my previous supplier. It appears I have to prove that the opening reading is valid and currently it looks like both Scottish Power and Green will be charging me for the same month's electricity usage. I have previously contacted them a couple of times to make sure the opening reading I gave to Green was the same as the final reading I gave to Scottish Power - but Green has decided they want to use an earlier figure. My Friday evening was most stressful.

thelight

gsmh said:

Oh my goodness! I am trying to contact Green.energy to tell them they have used an incorrect meter reading as an opening reading on my electricity account. I have had a chat session open and waiting for two and a quarter hours. An agent eventually responded and asked me a question. I got to my computer with a few minutes but he had clearly moved on. He asked me a question I had already answered earlier in the chat. I tried calling by phone and the call was simply unanswered.

I must say I have been with a good few energy companies in my time but have NEVER had an experience like this. Even contacting the likes of Scottish Power is easier. It's absolutely awful! I have raised a complaint by email and asked them to remove the early-cancellation fees so I can switch elsewhere without penalty.

EDIT: It has now been two and three quarter hours and I've still not managed to have a conversation with anyone. Appalling! 

I've contacted them a few times now by email and live chat and found them to be quite responsive, especially compared to other providers I've been with. Hopefully this is a one off.

gsmh

So much hassle! My supply with Green started on 7 January. I gave them the same reading as an opening read that my previous supplier, Scottish Power used as the closing read. Green then decided they would bill me for all the electricity from 6 December which includes the month I was with Scottish Power as a SoLR when my previous provider, Yorkshire Energy went bust. I've now also had a closing bill from Scottish power correctly showing that final reading Green should have used as its opening read, I sent a copy to Green, but it's clearly not good enough. I've sent them a chart showing my readings for the last 10 months. Still not good enough. They want a further reading in a week. I have been billed twice for the same electricity. This has never happened to me before and I've been with all manner of energy companies.

I've just been on the phone with them again and it's like banging my head against a brick wall. They just will not accept that the closing reading with a previous supplier should be an opening reading with them. They are using an old reading which I never gave them in the first place. It is very much a case of 'computer says no'.

brewerdave

Bit of a "thumbs up" for Green . Switched electricity away on the 6th Feb. Final statement prepared by 18th Feb and the excess payments returned into my bank acc. this morning.
 Bit of a contrast with a previous supplier who took 9 months to return my overpayment !!

Farway

brewerdave said:

Bit of a "thumbs up" for Green . Switched electricity away on the 6th Feb. Final statement prepared by 18th Feb and the excess payments returned into my bank acc. this morning.
 Bit of a contrast with a previous supplier who took 9 months to return my overpayment !!

Much the same experience here, switched away & refunded as soon as final bill issued

UnclaimedEnergy

The fact that they refund fast would reflect on a few things:

1. Having the cash to do this
2. Being organised and efficient in customer service (not blaming lack of staff for delaying refunds for months)
3. Having upper management pushing for fast refunds is a good sign of their intentions with the company.

I feel like the best way of judging a supplier is about: Accuracy, solving issues, responses and switch away experience.

When I was with them last year I was impressed with all of these. Had an issue of my gas meter being on the wrong address but they sorted that out after 1 chat with them. Bills were monthly and estimates lined up close to my actual reads etc.