Green reviews: add your feedback

griffb

It's a shame their customer service is so good. My contract is up at the end of March, and, unless something dramatic happens between now and then, I will probably be leaving. Admittedly only Symbio (not going there again) and Neon Reef show significant savings, but even a couple of the big six have slightly better deals on offer.

redlakes

I know everyones circumstances are different. I was on variable Oak tariff. The electric has gone up from mid Feb, but gas stays the same. So still on Oak. Even with the increase, admittingly its on variable, its still no worse than my best fixed comparison and no exit fees. On top of that I have chanced it, and put credit on my account when they offered 10% back if you stayed for 60 days. Now only getting 1% on savings, I thought worth a punt, bearing in mind the customer service after a year with them is good, and encouraging to see people are getting refunded quickly; and with all this added in I reckon I am still better off staying unless the prices change upwards again,indeed its cheaper if you include the credit back. But as no exit fees, I can look for a fix if need be. Again I say, after more than 12 months, I have had no problems, and they have consistently been cheap up to to the price rise in Feb for electric.

Abs2020

Interesting about the gas being on the wrong address. My experience is similar but their customer service has been shocking.

Joined up to find only the electricity has moved and not the gas. Only realised this by me getting in touch with my previous supplier to understand why I've not received my final bill. Green weren't doing anything about this.   Tell green about this situation and eventually the switch is put into action but will take 4 weeks.

Then I get a message from Green saying that they're sorry that I'm leaving. I query this to them saying I didn't ask to leave green and they say it might be because of the gas being switched over (again sounds fishy and I don't trust a word that comes out from their mouth atm) so let's see if this is going to be another screw up from them when it happens.

I ask them will they be compensating me due to having to pay more for my gas as it is still with the old supplier due to their error and they try to put the blame on me saying I put the wrong address in! When I query them that if I put the wrong address in, how did they manage to transfer the correct electric meter? They say it is on two databases and sorry for the inconvenience. No proper explanation or anything. My experience has been terribly disappointing when they're taking no accountability for their mistakes and blaming the customer for it.

This is how they treat new customers and their response times are long too! Just wish I hadn't joined them now tbh.  Customer service is very poor and will be looking  elsewhere once this sorry mess has been sorted out. No doubt I'll have to do it all for them too. I'd avoid.

(first post under this account but have been a member before and my account must've got disabled. But it took for something as stupid as this for me to sign up again and let everyone know my experience)

UnclaimedEnergy

Abs2020 said:

Interesting about the gas being on the wrong address. 

That was a prior issue when I had moved into the property and the issue had nothing to do with Green. (whoever set up the property on the gas registry when it was built made the error)

gsmh

Abs2020 said:

This is how they treat new customers and their response times are long too! Just wish I hadn't joined them now tbh.  Customer service is very poor and will be looking  elsewhere once this sorry mess has been sorted out. No doubt I'll have to do it all for them too. I'd avoid. 

I share your experience with Green. I switched to them from Scottish Power who were the Supplier Of Last Resort when Yorkshire Energy went bust. I was with Green for a week when I decided I'd had enough of waiting hours for a chat session or for a phone call to be answered and my opening reading not being accepted - then they blamed Scottish Power who had done everything right and who used my final reading correctly. Green used an old reading I had never supplied to them.

I have switched away, but have not even had the courtesy of an email from Green - my new suppliers take over in a couple of days, but as far as Green is concerned it's as it nothing has happened.

poppellerant

Is anybody having trouble contacting Green?

Last night I tried to use their chat, waited for over an hour for an advisor to ask my details and I am still waiting for their reply.  Their agents are clearly being worked too hard! Today I have tried again and I have been waiting for nearly two hours to speak to somebody.

I shall try calling them and see how long their queues are.  But if there live chat is anything to go by, I suspect I'll be seeing call queues as long as I experienced with Iresa.

Come on Green, you were doing so good until recently.  Has something happened that we need to be aware of?

gsmh

That has been my experience. You might get a response in chat, they’ll ask you a question, then it’s another wait of a couple of hours before they respond to your answer. I couldn’t bear it. If you can call them in the morning you’ll have a better chance of talking to someone. 

Abs2020

gsmh said:

Abs2020 said:

This is how they treat new customers and their response times are long too! Just wish I hadn't joined them now tbh.  Customer service is very poor and will be looking  elsewhere once this sorry mess has been sorted out. No doubt I'll have to do it all for them too. I'd avoid. 

I share your experience with Green. I switched to them from Scottish Power who were the Supplier Of Last Resort when Yorkshire Energy went bust. I was with Green for a week when I decided I'd had enough of waiting hours for a chat session or for a phone call to be answered and my opening reading not being accepted - then they blamed Scottish Power who had done everything right and who used my final reading correctly. Green used an old reading I had never supplied to them.

I have switched away, but have not even had the courtesy of an email from Green - my new suppliers take over in a couple of days, but as far as Green is concerned it's as it nothing has happened.

It hasn't gotten any better. Back and forth all day today and they're still adamant they haven't done anything wrong. Go to the sign up page to then find out they have exactly the same address selection for 2 addresses on my street. And they still have the audacity to blame me for THAT!

I did say they came across as incompetent at dealing with customers if they go around blaming them for errors they had nothing to do with, to which I got a reply that they are competent because they have had customer service training.

I think I'm going to leave once this has all been resolved. First time I've ever had an issue like this with an energy supplier and first time an energy supplier has spoken to me in such a way. For me customer service is very important and they seem to be severely lacking it.

GreenSupplierLtd

Abs2020 said:

gsmh said:

Abs2020 said:

This is how they treat new customers and their response times are long too! Just wish I hadn't joined them now tbh.  Customer service is very poor and will be looking  elsewhere once this sorry mess has been sorted out. No doubt I'll have to do it all for them too. I'd avoid. 

I share your experience with Green. I switched to them from Scottish Power who were the Supplier Of Last Resort when Yorkshire Energy went bust. I was with Green for a week when I decided I'd had enough of waiting hours for a chat session or for a phone call to be answered and my opening reading not being accepted - then they blamed Scottish Power who had done everything right and who used my final reading correctly. Green used an old reading I had never supplied to them.

I have switched away, but have not even had the courtesy of an email from Green - my new suppliers take over in a couple of days, but as far as Green is concerned it's as it nothing has happened.

It hasn't gotten any better. Back and forth all day today and they're still adamant they haven't done anything wrong. Go to the sign up page to then find out they have exactly the same address selection for 2 addresses on my street. And they still have the audacity to blame me for THAT!

I did say they came across as incompetent at dealing with customers if they go around blaming them for errors they had nothing to do with, to which I got a reply that they are competent because they have had customer service training.

I think I'm going to leave once this has all been resolved. First time I've ever had an issue like this with an energy supplier and first time an energy supplier has spoken to me in such a way. For me customer service is very important and they seem to be severely lacking it.

Hi Abs2020, 
I am sorry to hear of the experience you have had with Green to date, we want everyone to enjoy being a member of Green.
To give you some background, our sign up process pulls data directly from the national electricity and gas databases and we are at mercy of the data on these databases that only your current supplier can update. Sometimes where the data isn't the cleanest, 2 different customers could be logged under the same address and i think this is what has happened on your sign up. 
Are you able to drop myself an email with your account details and i can look into your account and help resolve this for you as a priority?
Regards,

Steven Redmayne
COO@Green
steven.redmayne@green.energy

[Deleted User]

gsmh said:

That has been my experience. You might get a response in chat, they’ll ask you a question, then it’s another wait of a couple of hours before they respond to your answer. I couldn’t bear it. If you can call them in the morning you’ll have a better chance of talking to someone. 

Same here, online chat was awful. I didn't mind waiting 30 mins for the first response to the chat but then every reply was another 30-60 mins or more so it took 24 hours in the end to finally get to the end of a simple conversation. Ended up chatting with 3 different people as shifts changed and going through entering my personal info to verify myself again each time.

Green - if you are reading this - please change your process so that you fully engage with somebody once they have waited their time in the initial queue!