Add your feedback on energy supplier Green Star Energy

I am still really pleased with Green Star. Today I made th e decision to replace our 29 year old inefficient boiler with a brand new right up to date Vaillant Eco tech boiler and the change over will happen next week. We are high volume gas users as my husband has a heart condition which makes him feel continuously cold. I phoned Green Star and had a lovely general chat with Errol (think that was his name) about whether my direct debit should come down if I can demonstrate I'm using less energy after we get the new boiler. He said after a couple of months, compare usage to same months last year and if a significant percentage lower, ring them back and they will see what's to be done, perhaps a cheaper tariff and no change fees.

I told him how impressed I was by the fact that although at present I'm some £300+ in debit to Green Star, they haven't changed my direct debit, unlike former suppliers Extra Energy and Scottish Power. He said they would never change my DD without my consent. What a breath of fresh air! My fix ends in September so they are clearly taking cognisance of the fact our usage will decrease in the summer months.

Well done Green Star, I'm a very happy client.

Well, I've had this experience with ExtraEnergy and Scottish Power, but not with Green Star, phone again?

Edit to add: really depends how much they're asking you to leave in and when your DD goes in I would think. I would accept the equivalent of one month's DD and expect the rest back, to be honest. There is still cold weather to come.

When you told them your annual usage were you accurate?

My Dad decided to switch both gas and electric to Green Star. It was important to him that both switched, makes it easier for him to manage his direct debits. He told Green Star he wanted both fuels to switch ... or neither.

But his existing gas supplier objected because he couldn't immediately provide them with a final meter reading (his gas meter is in a box outside the house, he's housebound, doesn't like asking people to do things for him ... not even checking a meter).

Anyway, Green Star went ahead and switched his electricity over to them but that meant his gas was left with the existing supplier. He spent hours on the phone to them trying to cancel the electricity switch but he was one day late cancelling (he cancelled on day 15, but GreenStar give you 14 days to cancel). So he finally got his electricity switched back to his old supplier but Green Star then charged him a 30 quid penalty fee for switching within 12 months of their contract starting, plus 8 quid for the electricity he'd actually used.

He's 80 y/o and has Parkinsons. He's now in hospital following a fall. I've emailed them 3 times asking them to consider waiving the 30 quid penalty fee on the grounds of his age & poor health but they're refusing saying he needed to read the terms & conditions when he signed up. They're now declining to correspond with me because I'm not the account holder.

That's how Green Star Energy deal with vulnerable customers.

:mad::mad: Switched to British Gas at the end of February. Green Star acknowledged they'd lost me as a customer in early April. As a result of their greed, they had taken an enormously excessive amount in direct debits. After a number of phone calls and emails, I am still waiting for my substantial refund.

DON'T TOUCH THIS COMPANY!

basil92 wrote: »

Utterly inept are my thoughts on Green Star(less) Energy.

I submitted final meter readings and terminated my contract with them 29/04/2016. A new tenant took over the supply the same day.

After to speaking to them 02/05/2016 they said my account would be finalised and I would receive a final statement and refund within 7 days (my account is over £100 in credit).

They then tried to take a further direct debit 06/05/2016.

I then received a rather threatening letter telling me I need to pay the amount of the direct debit or else I will be billed at their standard rate, rather than the fixed rate I was on.

Numerous emails from me since have gone unanswered and they still have my money!!:mad:

Is this grounds for a complaint and more importantly, how the heck do I go about getting my refund?

Ofgem says suppliers must refund credit when a customer makes a request, by closing your account with a credit balance you've done this.


If the credit is withheld, the supplier must explain why and consumers can challenge this through the energy ombudsman.


The following should be best practice https://www.eonenergy.com/About-eon/how-we-service-our-customers/~/media/PDFs/General-PDFs/10%20Principles%20of%20Good%20Practice.pdf

If you've evidence of unanswered emails etc, then I'd suggest you have a look at https://www.ofgem.gov.uk/ for more info.

I used to work for a utility company and they were a shower of, I strongly suspect they all are.