Green reviews: add your feedback

GunJack

Just got to my first billing cycle with Green (ex-YE and SoLR SP) and I've got a few observations....

1. meter reading date on my account said 6th Mar with bill date of 8th March. So I read the meter on 6th Mar as requested and wait.....

2. 8th March comes & goes - no bill produced....

3. Bill produced on 9th Mar......eh?

4. Bill is on estimated reading on 8th March....I'm not chuffed, I always read my meters.

5. Account balance has not reduced by the bill amount (and still hasn't 2 days later)....

6. Phone Green to be told they wanted reading on 8th, with bill to be produced a day after, hence the estimated (for 2 days) reading?!?!!??!?!?

7. Green rep - if you want the reading on 8th of the month, SAY SO ON THE WEBSITE, don't say 6th!!! And don't say the bill date is the 8th, if it's actually the 9th. Oh, and I didn't get an e-mail to prompt for readings either...

OK, so this may seem like nit-picking to some, but my last several suppliers (except SP, who a.were SoLR so don't count, and b. have THE worst billing system I've ever seen, ever) have always been clear of meter reading days and produced bills on the day they state, so this was a bit of a shock, especially as green have been riding high in the customer service/satisfaction stakes. And as for not reducing the account balance by the billed amount, how can you do that? Serious question. Bill produced (should) = account balance debited in one easy step.

Come on Green, I'd love to see you do well, so how about tidying up these niggles?

p.s. and 8. the next bill date is still showing as 8th Mar, it's not showing Apr as it should...

jaskal

GunJack said:

Just got to my first billing cycle with Green (ex-YE and SoLR SP) and I've got a few observations....

1. meter reading date on my account said 6th Mar with bill date of 8th March. So I read the meter on 6th Mar as requested and wait.....

2. 8th March comes & goes - no bill produced....

3. Bill produced on 9th Mar......eh?

4. Bill is on estimated reading on 8th March....I'm not chuffed, I always read my meters.

5. Account balance has not reduced by the bill amount (and still hasn't 2 days later)....

6. Phone Green to be told they wanted reading on 8th, with bill to be produced a day after, hence the estimated (for 2 days) reading?!?!!??!?!?

7. Green rep - if you want the reading on 8th of the month, SAY SO ON THE WEBSITE, don't say 6th!!! And don't say the bill date is the 8th, if it's actually the 9th. Oh, and I didn't get an e-mail to prompt for readings either...

OK, so this may seem like nit-picking to some, but my last several suppliers (except SP, who a.were SoLR so don't count, and b. have THE worst billing system I've ever seen, ever) have always been clear of meter reading days and produced bills on the day they state, so this was a bit of a shock, especially as green have been riding high in the customer service/satisfaction stakes. And as for not reducing the account balance by the billed amount, how can you do that? Serious question. Bill produced (should) = account balance debited in one easy step.

Come on Green, I'd love to see you do well, so how about tidying up these niggles?

p.s. and 8. the next bill date is still showing as 8th Mar, it's not showing Apr as it should...

This is pretty much exactly my experience:

• My supply went live on 08/01. App and website tell me to enter my meter readings on the 6th of each month, will my statement being produced on the 8th of each month.
• I entered my meter readings on 06/02, and my first statement was generated later that same day.
• I entered my meter readings on 06/03, and my statement was generated three days later on 09/02 using estimated readings for the 07/03 and 08/03.

In terms of the account balance showing on the app and website, this won't update to reflect your correct balance (i.e. the one shown in your most recent statement) until the your next payment is taken and shows on your account. This is very clearly a significant bug with Green's backend systems as the underlying API's return this incorrect figure too (i.e. it's not just a presentation issue on the app / website) - it's as though the process in the backend which calculates this figure doesn't update until a payment registers on the account. Weird.

As I've mentioned in my review a pages back in this thread, this isn't the only bug in Green's customer facing app and website:

• The next bill date shown in the app and website is actually just the day of the month that your supply went live (e.g. the 8th in my case), with the current month appended to the end. Even when this date passes, it doesn't update to show next month as the billing date - it continues to show the current month until we actually enter into next month.
  
• On the "Readings" tab of the website, the last gas reading and last electricity reading shown at the top are actually the opposite: it shows your most historic reading instead.

These are not issues with the data held in Green's backend systems, they are bugs with how that data is being presented. How do I know this? Because if you know what you're doing you can actually open up your browsers debugger console and see the requests for the data being made to Green's API's and how it's being (incorrectly) presented on the page.

With that being said, as annoying as some of these issues are to look at, my transfer to Green was perfect, my statements are exactly right, and my payments are taken on time and in the correct amount, and Green continue to be the cheapest provider for me on my current tariff.

SPOWER

This supplier is crap.  I left bad review on trustpilot.  They called me and asked me to remove it.  Not to be trusted.

jaskal

SPOWER said:

This supplier is crap.  I left bad review on trustpilot.  They called me and asked me to remove it.  Not to be trusted.

Thanks for your constructive and detailed input. If your Trustpilot review was as comprehensive as that post then I'm not surprised they asked to have it removed 🙃

SPOWER

5 post person, You would get a job at green.energy I am sure.  Also noted, who has thanked your post.  I will say it again, this supplier is not to be trusted.  If I had not just lost my mum, I would never have removed the review.

thelight

SPOWER said:

5 post person, You would get a job at green.energy I am sure.  Also noted, who has thanked your post.  I will say it again, this supplier is not to be trusted.  If I had not just lost my mum, I would never have removed the review.

Jaskal put his point well, however many posts they have. It might help people in this thread, or future users, if you explain why they are crap to help people when choosing their next provider

SPOWER

thelight said:

SPOWER said:

5 post person, You would get a job at green.energy I am sure.  Also noted, who has thanked your post.  I will say it again, this supplier is not to be trusted.  If I had not just lost my mum, I would never have removed the review.

Jaskal put his point well, however many posts they have. It might help people in this thread, or future users, if you explain why they are crap to help people when choosing their next provider

Are you 5 post persons alter ego?  like are you?  

Anunnaki

thelight said:

SPOWER said:

5 post person, You would get a job at green.energy I am sure.  Also noted, who has thanked your post.  I will say it again, this supplier is not to be trusted.  If I had not just lost my mum, I would never have removed the review.

Jaskal put his point well, however many posts they have. It might help people in this thread, or future users, if you explain why they are crap to help people when choosing their next provider

Spower the 138 post person. Is that how some people respond/reply here? I am new to it all.

Appears to only copy and paste "this supplier is crap" into a few of the energy feedback threads?

So must have had experiences with multi suppliers over the years.

It is a pity as you say the "138" post person will not share these to help people or future users. 

GunJack

Update - my account balance has now corrected, but the bill due date and meter reading date are still incorrect.

Abs2020

My update:

My account on the app still doesn't show the correct info. The electricity has now disappeared which was the correct info and some random gas meter exists. I had credited the account with £200 to take advantage of the offer they had but that has disappeared. No bills have been produced so don't know what I'm being charged for. Had a call from the complaints team saying that Supposedly I got an email from the Head of complaints team but I've not received it. The email supposedly offers me £30 for the !!!!!! up over the switch and £10 as a goodwill gesture for my raised complaint.

That's £10 to receive rude and poor customer service, no resolution in sight on the correct meters being added to my account, the correct charges being applied and bills being prepared properly, the extra amount I've had to pay my old company for still being on their books for gas due to !!!!!! up, the loss of the credit I applied to the account. The list goes on.

Clearly I can see how much my custom is worth to them. The only issue is I cannot move away from this circus of a company because they haven't got the correct up to date information on my account, which means I'll be feeding the new company with crap that green have been providing. I'm stuck with them until they sort this sorry mess out.

I just want this sorry saga to end and draw a line under green once and for all. This whole experience has been soul destroying and I can see others are not faring much better.