Green reviews: add your feedback

leeches

poppellerant said:

Is anybody having issues signing into their Green account, installing the app or contacting them?

As usual, I took my meter readings for submission and recorded them in my spreadsheet before attempting to log in to Green to submit my readings for billing purposes. Even this morning and I still waiting for the magic link to arrive - and I have checked the email address is correct and tried several more times.  My junk/spam and deleted folder are all empty, so clearly the email isn't being discarded by some over enthusiastic spam filter.

I installed the app on my phone in hope of being able to submit my meter readings this way.  Again, this requires a magic link which I am also still waiting for.  Also the reviews on Google Play (link) reflect my own experience.  So it's not just something at my end.

Finally I tried to contact Green this morning on live chat.  Their options do not allow me to speak to an advisor, so I am sat on the phone in a queue while making this post.  The options given to me by the bot when it asks "What can we help you with today?" are totally useless and don't enable me to speak with anybody.

I am beginning to wonder if this is the beginning of the end, as I am feeling the same vibes that I did when I was with Iresa - at least they let me log in, though!

Overall a very bad experience when trying to do something basic, such as log in and submit a meter reading.  Not good.

Hi Poppellerant,

I am experiencing the same issue with not receiving the login emails - Green don't seem to be too interested in resolving so far as I've been trading emails with them over two months on this, usually with me having to chase them for a response. So far they've asked if I can use an alternate email address but with no explanation as to why - I'm receiving their contact emails and service updates / meter reading requests and there's no way I'm installing their app just to update meter readings.

Bacman

If you don't update your meter readings they will "estimate" your meter usage on an inflated rate (as other providers do to), so it is important to update your readings on the assigned day in the month.

I've signed in on their "magic link" about a dozen times, all but one occasion i've had an email with the link within seconds however once it didn't arrive for about 10 minutes, in the interim i'd requested the link 2 or 3 times before it was sent.

Once you are logged in, don't log out otherwise when you log back in again you'll need the "magic link". Even if you close the site window, browser, reboot your device, etc - you'll still be logged into Green when you go to your account, no issues. That is a good tip, saves hassle.

Their "live chat" - apparently you need to go through the options to get to "my question isn't answered" when apparently it will let you go to chat. It isn't live chat though as implied, you can wait for a fair while. To be frank, forget the "live chat", just phone them. I've phoned them twice so far on different matters, first time I called had something like about 15 minutes wait (can't remember, between 12-20 minutes; however this is still drastically quicker than if you call "the big 6" companies); second time I waited about 2 minutes - no issue and problems resolved.

No electricity company is great however pick the best from what there is; my experience with Green so far is the best of the firms i've used - in the past i've used British Gas, SSE, Scottish Power, Yorkshire Energy (they were fine until they went bust). I've been with them for a few months now, no issue with billing, no issues frankly; for hassle free experience, don't log off on your account (ie no more need for "magic link"), upload your meter readings on time as asked, phone them if you have an issue - forget emailing them or "live chat"; phone is only viable option - frankly that's better as you get things resolved far quicker and better when speaking to someone directly.

I used to work for a private landlord running many properties - most of the properties used the "big six" companies, and I used to dread phoning them, it would take nearly an hour for someone to answer the call, which meant I had to plan my day around that time slot, ie not late morning as it would get in the way of my lunchtime, or after mid afternoon as i'd be going home at 5pm! I used to love it when I could speak to the likes of Utility Warehouse as they were quick to answer!

Green have had loads of tariffs on fixed rate deals, they seem to come and go; if one comes up you like, act quickly to get it.

Tafrock

Wow just received news of a huge increase to my variable tariff. May have to switch providers now. Was supposed to go up by a small amount a couple of days ago but that's been ditched for this higher increase 

Tafrock

Here's the original price increase that's been scrapped 

GreenSupplierLtd

Tafrock said:

Wow just received news of a huge increase to my variable tariff. May have to switch providers now. Was supposed to go up by a small amount a couple of days ago but that's been ditched for this higher increase 

Hi Tafrock,

Like the email states we never like increasing our prices but due to movements in the wholesale market, we have to pass these onto our members on some of our variable tariffs.

With yourself being such a huge advocate of our brand in the past i have dropped you an email to see what we can do to keep you as one of our members of Green.

Regards
Steven Redmayne
COO @ Green

Jakbo

GreenSupplierLtd said:

Tafrock said:

Wow just received news of a huge increase to my variable tariff. May have to switch providers now. Was supposed to go up by a small amount a couple of days ago but that's been ditched for this higher increase 

Hi Tafrock,

Like the email states we never like increasing our prices but due to movements in the wholesale market, we have to pass these onto our members on some of our variable tariffs.

With yourself being such a huge advocate of our brand in the past i have dropped you an email to see what we can do to keep you as one of our members of Green.

Regards
Steven Redmayne
COO @ Green

Steve 

I am a Green.Energy customer on the OAK tariff, can you please explain a couple of things

1. How is it that on my bill I am charged 14.7520 PLUS vat for electricity but on your Tariffs page the price including VAT for the OAK tariff is 12.575p

I called your staff and waited in queue with 22 people in front of me and the representative said he was not responsible and could not do anything.

He said something about number of bedrooms but I can see no reference to number of bedrooms on your website or on the Tariffs page.

I have had another look and there is a DUPLICATE OAK tariff which is incredible confusing and misleading, I am not clear if you are punishing me for my loyalty by putting me on the more expensive OAK tariff.   The following is copied and pasted from your own website, there is also an OAK E7 but I am not on that. 

Oak - Electric

£419.42 Annual Cost*  12.575p Unit Rate  15.00p Standing Charge

Oak - Electric 

£496.52  Annual Cost*  15.233p Unit Rate  15.00p Standing Charge

Please explain this and let me know how customers can get access to the cheaper OAK Tariff ?

poppellerant

Well that's been an exciting few days for me.  I'm switching provider and phoning Green has been about as much fun as pulling teeth - long queues, miserable agents and novice agents.  Makes me glad that I'm moving from this provider!

I wanted to know if I would receive any charges from Green by cancelling my direct debit - they said yes.  I asked what the lowest they can lower my direct debit to was - they instead provided me with an increase of DD, which I declined.  One agent knew I was cancelling, so perhaps that was why they told me I can't have my account balance refunded to me.  I phoned up later and they told me they've put a refund request through for my entire balance.

The absolutely miserable (and verging on rude) agent who told me I couldn't haven't a refund and tried to increase my DD needs a good talking to and asking how much like they being employed.  My account is in credit and my current annual usage definitely didn't justify the increase they were so insistent on.

jazzy

Anyone had one of these emails from Green Energy? Just trying to work out what it means?

"Hey there, Green launched with a clear vision in mind, to bring low-cost renewable energy to all of our members. Unfortunately due to an administrative error, for the period from when Green launched in June 2019 until the 31st March 2020 we didn't buy enough Renewable Energy Guarantee of Origins (REGO's) for our member's energy usage during this period. While claiming to be 100% renewable, our actual value was closer to 90%. When this issue was identified we took restorative action and purchased extra REGO's this year to overcompensate to keep within the spirit of the Renewable Energy scheme and making a £5,000 payment to Ofgem's Voluntary Redress Fund in recognition of the discrepancy in our Fuel Mix. For any customer who signed up to a fixed-term energy contract during this period based on Green's electricity being 100% renewably backed. If you did decide you did want to leave Green, we will waive your exit fees that would normally be added to your final energy statement. Green remains fully committed to working towards a Greener future and our Fuel Mix from the 1st April 2020 until the 31st March 2021 is back to being 100% Renewable.

Regards, The Team at Green

[Deleted User]

Yes just had it. 

I think it means they bought some dirty electricity (ie non-renewable) on the cheap and didn't tell anybody and probably just been caught out on it in an audit a couple of years after it happened so they thought they'd better cough up before they get some bad press.

Non-renewable is cheaper so they should really be compensating the customers instead of the regulators.

fewkeste

[Deleted User] said:

Non-renewable is cheaper so they should really be compensating the customers instead of the regulators.

That's a very good point. Doesn't apply to me as I joined earlier this year, but customers at the time of the incident should be compensated as they paid more for their electricity thinking it was 100% renewable.