Green reviews: add your feedback

poppellerant

[Deleted User] said:

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!

I couldn't agree more, their online chat is a complete shambles and makes a completely mockery of trying to encourage people to use online communication methods.

In the end I phoned up and my call was answered after a 20 minute wait in the queue - not ideal, but the query was dealt with far quicker.

I'm all for online communications if it helps keep costs down, but at least make it usable.

GordyB_2

I agree about the chat - absolute shambles. It took two hours for someone to reply with a same cut and paste answer which didn't answer my question the first time. They obviously didn't read my reply and just pasted the same answer. Infuriating. 
My direct debit from just over 1 month ago is missing from my account - this is the reason I am contacting them. Anyone else had this issue? As a thank you for not showing my payment on my account they have increased my direct debit by nearly 50%!!!!

thelight

My payments have all been taken and registere but my direct debit has also been doubled

GreenSupplierLtd

GordyB_2 said:

I agree about the chat - absolute shambles. It took two hours for someone to reply with a same cut and paste answer which didn't answer my question the first time. They obviously didn't read my reply and just pasted the same answer. Infuriating. 
My direct debit from just over 1 month ago is missing from my account - this is the reason I am contacting them. Anyone else had this issue? As a thank you for not showing my payment on my account they have increased my direct debit by nearly 50%!!!!

Hi GorbyB_2, 
Firstly i would like to apologise for your recent interaction with Green, we are dealing with increased demand via our livechat platform but are recruitment across all departments at Green to ensure we get back to the high levels that enabled us to be ranked 1st on Citizens Advice. 
It has been well publicised about increases in energy usage over the last 12 months, this has led to people falling behind on energy bills and direct debit reviews resulting in more customers having direct debits increased. This is one of the reasons we launched Green Monday a month ago, to give people a helping hand in paying for their energy bills.
https://www.thisismoney.co.uk/money/bills/article-8705871/Working-home-energy-bills-soar-107-household-winter.html
Can you drop myself an email with your full details and account number and i can look into your account and ensure your payments are properly aligned. 

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

GordyB_2

GreenSupplierLtd said:

GordyB_2 said:

I agree about the chat - absolute shambles. It took two hours for someone to reply with a same cut and paste answer which didn't answer my question the first time. They obviously didn't read my reply and just pasted the same answer. Infuriating. 
My direct debit from just over 1 month ago is missing from my account - this is the reason I am contacting them. Anyone else had this issue? As a thank you for not showing my payment on my account they have increased my direct debit by nearly 50%!!!!

Hi GorbyB_2, 
Firstly i would like to apologise for your recent interaction with Green, we are dealing with increased demand via our livechat platform but are recruitment across all departments at Green to ensure we get back to the high levels that enabled us to be ranked 1st on Citizens Advice. 
It has been well publicised about increases in energy usage over the last 12 months, this has led to people falling behind on energy bills and direct debit reviews resulting in more customers having direct debits increased. This is one of the reasons we launched Green Monday a month ago, to give people a helping hand in paying for their energy bills.
https://www.thisismoney.co.uk/money/bills/article-8705871/Working-home-energy-bills-soar-107-household-winter.html
Can you drop myself an email with your full details and account number and i can look into your account and ensure your payments are properly aligned. 

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

Thank you Steven. I've now sent you an email.

sparky0138

Can anyone tell me how long Green usually take to issue a bill please? I switched to them in January and gave them opening meter readings as well as the first monthly readings on 17th February. I'm pretty certain my online account said there was supposed to be a bill on 19th February but that now says 19th March. They've taken two direct debits but produced no bill. Is this normal? I've only ever been with Bulb and Yorkshire Energy (I don't count Scottish Power!) and they always produced bills really quickly, sometimes within minutes of me giving a reading.

brewerdave

sparky0138 said:

Can anyone tell me how long Green usually take to issue a bill please? I switched to them in January and gave them opening meter readings as well as the first monthly readings on 17th February. I'm pretty certain my online account said there was supposed to be a bill on 19th February but that now says 19th March. They've taken two direct debits but produced no bill. Is this normal? I've only ever been with Bulb and Yorkshire Energy (I don't count Scottish Power!) and they always produced bills really quickly, sometimes within minutes of me giving a reading.

Has your previous supplier produced a final bill using your readings ?? If not ,your opening reads have got stuck in the verification merry go round !!

GreenSupplierLtd

sparky0138 said:

Can anyone tell me how long Green usually take to issue a bill please? I switched to them in January and gave them opening meter readings as well as the first monthly readings on 17th February. I'm pretty certain my online account said there was supposed to be a bill on 19th February but that now says 19th March. They've taken two direct debits but produced no bill. Is this normal? I've only ever been with Bulb and Yorkshire Energy (I don't count Scottish Power!) and they always produced bills really quickly, sometimes within minutes of me giving a reading.

Sometimes it can take a short while longer if we are waiting for information from Scottish Power after a supplier does go out of business. If you drop your details over to us with your details we will have a look and see if we can speed things along for you.

Thanks
Steven
COO @ Green
Steven.redmayne@green.energy

mikecollins1946

The initial problem was caused by TONIK (Now gone!) who changed my old smart meter to single rate from Economy 7 at switchover to Green in January 2020

I asked Green to change the National Database to show it as single rate as they couldn’t update the meter itself. It took months before they eventually agreed that it was set to single rate (September 2020). Not really their fault thus far apart from being so slow but then the issues started.

Despite their agreement they just didn’t update the National Database so their billing page continued to ask for Day and Night readings. A meter reader came round and couldn’t record Economy 7 but did the single rate reading. Green then took this as the Day reading and added some made up amount to the Night reading. I complained but they didn’t sort it out at all.

In October I made a formal complaint so I could take it to the Energy Ombudsman 8 weeks later.

That worked out as Christmas day 2020, so I checked my meter and it had been changed to economy 7 on the 15th of December. They had got Secure Systems, the meter supplier, to update it but claimed they didn’t have readings for before or after. Left like that I would have been charged for the higher rate up until the 15th of Dec for all that I had used. I complained and on the 30th of December they updated the National database to single rate and when I next checked my account showed a starting rate about 2000 units lower than when I joined them. So now they’re charging me for electricity that I hadn’t used. Then I initiated my complaint to the energy ombudsman and that is still on the go, probably until the end of March 2021.

Now they’ve applied this made-up bill and it shows me as £193 in debt. I’ve paid them £200 so they can’t complain but the day after they increased my DD from £81 to £186, which is ridiculous as even if I had owed them that then it should have only gone up to about £16 a month to repay in a year and covered the higher usage.  I can’t wait until the Ombudsman assigns an investigative officer.

I wish I had never joined GREEN.ENERGY!

sparky0138

brewerdave said:

sparky0138 said:

Can anyone tell me how long Green usually take to issue a bill please? I switched to them in January and gave them opening meter readings as well as the first monthly readings on 17th February. I'm pretty certain my online account said there was supposed to be a bill on 19th February but that now says 19th March. They've taken two direct debits but produced no bill. Is this normal? I've only ever been with Bulb and Yorkshire Energy (I don't count Scottish Power!) and they always produced bills really quickly, sometimes within minutes of me giving a reading.

Has your previous supplier produced a final bill using your readings ?? If not ,your opening reads have got stuck in the verification merry go round !!

I was with Scottish Power and they've given me a final gas bill but not electricity. They told me it can take anything up to 6 weeks to produce the final bill and it's been almost 7 weeks now so I'll get in touch with them again.

GreenSupplierLtd Thanks, I'll be in touch. 👍