Green. Energy, help & advice please

OAPSurfer

Hi all,  This is a new experience for me, first time ever on a forum, so apologies if I get it wrong.
Have been reading through the posts & there seems to be a lot of knowledge & experience with you guys so could you look through my experiences & let me know what to do, thanks in advance.

Briefly (hopefully) I signed with Green on 30th Jan this year following the MSE Energy Club, something I do most years. Very quickly it was clear that I have Gas Meter problems, my previous supplier Peoples Energy had failed to register my change of meter from imperial 4 digit to metric 5 digit, this was back in early 2019, but  they still were quite happy to take my 5 digit reading so I never knew there was a problem.  Green energy's Neil Anthony, Complaints Team Leader, promised me via email dated 13th February 2020,  they would fix this & it would take 28 days, possibly sooner, well, I am still waiting.  I had one bill from them back in February which was a nonsense, they had not used the opening readings I had supplied for a start & they had tried to use a 5 digit metric reading as a 4 digit imperial, so as I say, a nonsense, I have not had any other bills since.

So, to cut a long story very short, this email from Mr Anthony was the last contact I have had from Green. After the 28 days promised had expired I obviously tried to contact Mr Anthony, EMails, Complaint System, Phone, Chat Line, I honestly felt I had been blacklisted.  Once or twice I managed to get a phone call answered after a very long wait but as soon as I gave my account number I was put on hold & then cut off.

Being very frustrated, I am also on the Vulnerable Register, not with Green as they do not seem to have one, I contacted the Ombudsman Service, they decided I had been poorly treated & gave Green a list of remedies to correct this. This was due to be completed on 17th June, on which date Green contacted the OS IOmbudsman) to say that all remedies have been completed, happy days I thought.  When I checked my account it was obvious that they had done nothing.  I have been told by the OS that they would now put my case in the hands of the Remedy Team & they will contact me.  This was on the 18th June, I am still waiting for that contact.  I did contact their customer service & I did get another assurrance that I would be contacted.

I am also very worried when reading through the hundreds of negative Trustpilot reviews, seeing a common thread where Green seem to want to dramatically increase Direct Debits, frequently doubling them & then treating these customers in the same way they have treated me, ignoring them.  

All I want is to get away from this company but until Green sort out my gas meter registration I am trapped.

Any help/advice would be appreciated.

dogshome

Are you giving Green 'Monthly' meter readings on the back of which they produce a monthly Bill?

Don't have personal experience of Green, but monthly billing is usually the way the smaller suppliers work and they only show the bills on your online account.

If you are seeing bills, run this check that they are Metric based and not Imperial  -  Divide the the number of Kwh charged by the number meter units used.

If the answer is around 11.2 Kwh you are being charged for a Metric meter, but if it's around 31,5 Kwh you are still being charged for an Imperial meter and need to make a Complaint in WRITING

OAPSurfer

Hi, thats part of my problem, they havn't produced any bills at all, not even for electric. Tomorrow is the end of the 14 days I have had to wait for the Ombudsman Service to find out why Green havn't  completed all of the corrective remedies. Hopefully will find out tomorrow. Thanks

JJ_Egan

Green send me an Email asking for meter readings .I enter readings .

A few days later a bill is generated  . My DD is paid out a few days latter .

DD not doubled mainly as correct usage was entered on sign up .

Motorheadman

JJ_Egan said:

Green send me an Email asking for meter readings .I enter readings .

A few days later a bill is generated  . My DD is paid out a few days latter .

DD not doubled mainly as correct usage was entered on sign up .

Indeed, same here

[Deleted User]

OAPSurfer said:

Being very frustrated, I am also on the Vulnerable Register, not with Green as they do not seem to have one, 

Best of luck with the Remedy Team. There is no such thing as a Vulnerable Register but all suppliers are required to have a Priority Services Register. Details here:

https://www.greenenergyuk.com/Assistance