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  • FIRST POST
    • MSE Archna
    • By MSE Archna 7th May 13, 10:25 AM
    • 1,874Posts
    • 6,140Thanks
    MSE Archna
    Add your feedback on energy supplier Flow
    • #1
    • 7th May 13, 10:25 AM
    Add your feedback on energy supplier Flow 7th May 13 at 10:25 AM
    This is a feedback thread on energy supplier

    Flow Energy

    Please share your experience with other MoneySavers. Click reply to take part

    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the


    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 12:47 PM.
    Report inappropriate posts: forumteam@moneysavingexpert.com




Page 16
    • ColinB
    • By ColinB 21st Mar 18, 2:05 PM
    • 52 Posts
    • 24 Thanks
    ColinB
    So, a couple of hours after posting my previous comment I got an email from Flow (coincidence ?). The gist of it is:
    "... I can ... confirm that the exit fee mentioned on the first page was put in error on our part and as you can see on the following pages the exit fee is not mentioned.

    As for your second point in your e-mail, we do mention that the exit fees are not applicable as you are no longer in the contracted period. This can be found in the purple banner at the bottom of the first page."
    So they made a mistake, that's annoying but I suppose it's only human and at least they've admitted it. Re the second point, yes, they are right it is in the letter - in quite small font in a footnote location nowhere near where the fees are (incorrectly) specified - and I missed it

    I've suggested they might like to re-issue the letter with the error corrected and the footnote more prominent (or omitted altogether, it's not needed).
  • Flow Energy
    So, a couple of hours after posting my previous comment I got an email from Flow (coincidence ?). The gist of it is:
    "... I can ... confirm that the exit fee mentioned on the first page was put in error on our part and as you can see on the following pages the exit fee is not mentioned.

    As for your second point in your e-mail, we do mention that the exit fees are not applicable as you are no longer in the contracted period. This can be found in the purple banner at the bottom of the first page."
    So they made a mistake, that's annoying but I suppose it's only human and at least they've admitted it. Re the second point, yes, they are right it is in the letter - in quite small font in a footnote location nowhere near where the fees are (incorrectly) specified - and I missed it

    I've suggested they might like to re-issue the letter with the error corrected and the footnote more prominent (or omitted altogether, it's not needed).
    Originally posted by ColinB

    Hello Colin B. Thank you for your suggestion regarding the layout of these type of letters. I am sure that this has been passed to Management to consider and make any changes they feel necessary. If you would like your own letter revised and resent, please email customerexperience@flowenergy.uk.com with your account number and the request and we will ensure that this is done as soon as possible for you. Warm regards The Flow Team
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • polyphonic99
    • By polyphonic99 31st Mar 18, 11:55 AM
    • 45 Posts
    • 25 Thanks
    polyphonic99
    I am posting on this thread in an attempt to warn people of the abysmal customer service offered by Flow Energy. I am a quarter of the way through a 2 year fixed price contract, it can't end too soon!

    My complaints with flow are the poor quality of their online systems and the way they treat you the customer with contempt.

    Issues:
    1) They provide no meter reading history.
    2) Usually the previous reading shown is wrong as it is replaced by their own company estimate.
    3) With Gas, they usually ignore your customer reading and replace it with their own "industry validated" estimate.
    4) If you give a reading too long before the end of the month, eg when they send you an email to request a meter reading say around 5 or 6 days before the end of the month, they ignore the reading and estimate what it might be by the end of the month eg the 31st.
    5) If you give a reading on the last day of the month eg the 31st to help them with their accuracy they ignore it because it wasn't given in time to be validated.

    Because they provide no meter reading history, it is much harder than necessary to validate their bills. I have 15 years of meter reading usage and cost history that I have continually updated. This has enabled me to reduce my energy usage by almost 50% over that time. Because Flow Energy ignore your actual readings done on a monthly basis and replace them with their own estimates I have had to completely redesign my own spreadsheets.to record both the actual meter readings and their erroneous estimates that they replace them with. The Bills that they submit do not then tally with the reading that you have recorded and thus you cannot easily make valid comparisons

    No other energy company I have used has offered such woeful service as Flow Energy.

    No other energy company I have used in the last 15 years (EON, EDF, GB Energy, Coop Energy, NPOWER) has ever ignored my actual readings and replaced them with their own estimates.

    By all means use Flow Energy if you don't want or need to monitor your energy usage, but if you want to be able monitor your usage so that it fits your budget, or because you want to be a bit greener then I suggest you go somewhere else because Flow Energy is not there to help you or the environment.
    • JJ Egan
    • By JJ Egan 31st Mar 18, 12:05 PM
    • 10,974 Posts
    • 4,713 Thanks
    JJ Egan
    I certainly have NO Complaints and would recomend FLOW .

    My Flow Meter readings opening and closing are on every statement.

    Meter readings over the last twelve months are correct.
    That includes GAS Industry validated comes when moving from Flow as per OFCOM rules .

    All my readings have been used entered last day of month .
    • ColinB
    • By ColinB 1st Apr 18, 9:42 AM
    • 52 Posts
    • 24 Thanks
    ColinB
    Polyphonic99:
    I've had my problems with Flow and wouldn't want to defend them, however with regard to the following I think you're being a little harsh.
    4) If you give a reading too long before the end of the month, eg when they send you an email to request a meter reading say around 5 or 6 days before the end of the month, they ignore the reading and estimate what it might be by the end of the month eg the 31st.
    Originally posted by polyphonic99
    If their systems are working correctly, they don't ignore your readings: they have a fixed billing date at the end of each month so they have to extrapolate your readings to that date. They accept your accurate readings for the day you give them (subject of course to this mysterious "industry validation" process), and then estimate your usage for the remaining few days of the month. You can see this by looking at your bills, you'll see 3 readings firstly the estimate for the beginning of the month, then your actual reading on the date you gave it, then the estimate for the end of the month (which is used for the start of the next month, and is why that is always an estimate). This seems like a reasonable way to do it.

    The problem many of us had last year was different, whereby bills were based on estimates over many months despite regular readings being submitted and ignored.
  • Flow Energy
    I certainly have NO Complaints and would recomend FLOW .

    My Flow Meter readings opening and closing are on every statement.

    Meter readings over the last twelve months are correct.
    That includes GAS Industry validated comes when moving from Flow as per OFCOM rules .

    All my readings have been used entered last day of month .
    Originally posted by JJ Egan

    Thank you for your comment. Warm regards The Flow Team
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
  • Flow Energy
    I am posting on this thread in an attempt to warn people of the abysmal customer service offered by Flow Energy. I am a quarter of the way through a 2 year fixed price contract, it can't end too soon!

    My complaints with flow are the poor quality of their online systems and the way they treat you the customer with contempt.

    Issues:
    1) They provide no meter reading history.
    2) Usually the previous reading shown is wrong as it is replaced by their own company estimate.
    3) With Gas, they usually ignore your customer reading and replace it with their own "industry validated" estimate.
    4) If you give a reading too long before the end of the month, eg when they send you an email to request a meter reading say around 5 or 6 days before the end of the month, they ignore the reading and estimate what it might be by the end of the month eg the 31st.
    5) If you give a reading on the last day of the month eg the 31st to help them with their accuracy they ignore it because it wasn't given in time to be validated.

    Because they provide no meter reading history, it is much harder than necessary to validate their bills. I have 15 years of meter reading usage and cost history that I have continually updated. This has enabled me to reduce my energy usage by almost 50% over that time. Because Flow Energy ignore your actual readings done on a monthly basis and replace them with their own estimates I have had to completely redesign my own spreadsheets.to record both the actual meter readings and their erroneous estimates that they replace them with. The Bills that they submit do not then tally with the reading that you have recorded and thus you cannot easily make valid comparisons

    No other energy company I have used has offered such woeful service as Flow Energy.

    No other energy company I have used in the last 15 years (EON, EDF, GB Energy, Coop Energy, NPOWER) has ever ignored my actual readings and replaced them with their own estimates.

    By all means use Flow Energy if you don't want or need to monitor your energy usage, but if you want to be able monitor your usage so that it fits your budget, or because you want to be a bit greener then I suggest you go somewhere else because Flow Energy is not there to help you or the environment.
    Originally posted by polyphonic99



    Hello,

    We are sorry to hear that you are not happy with the service you have received and we would like resolve this with you at your earliest convenience.

    Would you be kind enough to provide us with your Flow account number (via facebook direct message
    https://www.facebook.com/FlowEnergyUK/ or Twitter https://twitter.com/FlowEnergy_Help as we do not have a private message function on here) so we can look into this for you?

    We will endeavour to contact you back as soon as possible.

    Warm Regards,

    The Flow team
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • gjs1701
    • By gjs1701 6th Apr 18, 6:37 PM
    • 139 Posts
    • 33 Thanks
    gjs1701
    I will add my support to Flow on this issue.
    My meter reading is used. If I read my meter on the 25th, that reading is used and the gas/electricity for the last few days of the month is estimated.

    This seems pretty reasonable to me.
  • Flow Energy
    I will add my support to Flow on this issue.
    My meter reading is used. If I read my meter on the 25th, that reading is used and the gas/electricity for the last few days of the month is estimated.

    This seems pretty reasonable to me.
    Originally posted by gjs1701

    Hello, thank you for a wonderful review it is good to know that you are happy with the experience you have had with Flow. Warm regards, The Flow Team
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • ColinB
    • By ColinB 12th Apr 18, 11:09 PM
    • 52 Posts
    • 24 Thanks
    ColinB
    Looks like Flow is having a few problems:
    https://www.telegraph.co.uk/business/2018/04/10/cash-strapped-flow-energy-sells-co-op/

    Wonder what this might mean for existing customers ?
    • Eagalitarian
    • By Eagalitarian 13th Apr 18, 2:23 PM
    • 19 Posts
    • 9 Thanks
    Eagalitarian
    Flowing away
    Was also reported in Wednesday's "Times". (Which I've only just finished reading!) Seems shareholders will lose everything, but no announcement from Flow to customers like myself, which is disappointing. Am just going to sit tight and see what sort of deal CoOp offer, and compare it with others via Cheap Energy Club. (I'm a CoOp member, so would their energy bills count towards my didvidend I wonder?)
  • Flow Energy
    Hello ColinB, we're pleased to confirm that nothing will change for our customers. The Flow brand will still remain and you will still be Flow customers. We will just be apart of a larger group and will benefit from greater resources. The Co-op have made an offer to buy Flow Energy and the decision on whether to accept the offer should be made by our shareholders before the end of April.
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
  • Flow Energy
    Hello Eagalitarian, we're pleased to confirm that nothing will change for our customers. The Flow brand will still remain and you will still be Flow customers. We will just be apart of a larger group and will benefit from greater resources. The Co-op have made an offer to buy Flow Energy and the decision on whether to accept the offer should be made by our shareholders before the end of April.
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • spot1034
    • By spot1034 13th Apr 18, 8:10 PM
    • 59 Posts
    • 44 Thanks
    spot1034
    Was also reported in Wednesday's "Times". (Which I've only just finished reading!) Seems shareholders will lose everything, but no announcement from Flow to customers like myself, which is disappointing. Am just going to sit tight and see what sort of deal CoOp offer, and compare it with others via Cheap Energy Club. (I'm a CoOp member, so would their energy bills count towards my didvidend I wonder?)
    Originally posted by Eagalitarian
    As the vote hasn't happened yet it isn't surprising that they haven't made any announcement to customers. However, if it goes ahead Co-op will probably honour existing contracts so if you are on a fixed rate it will continue until the time it was due to expire anyway.
    • Eagalitarian
    • By Eagalitarian 17th Apr 18, 5:59 PM
    • 19 Posts
    • 9 Thanks
    Eagalitarian
    Hello Eagalitarian, we're pleased to confirm that nothing will change for our customers. The Flow brand will still remain and you will still be Flow customers. We will just be apart of a larger group and will benefit from greater resources. The Co-op have made an offer to buy Flow Energy and the decision on whether to accept the offer should be made by our shareholders before the end of April.
    Originally posted by Flow Energy
    Thanks for clarifying Flow Energy. Hope it all works out OK for you personally as a result of the changes, I know how these situations can be unsettling.
    • Redflame
    • By Redflame 18th Apr 18, 9:17 AM
    • 2 Posts
    • 0 Thanks
    Redflame
    Cannot recommed Flow
    Extremely disappointed with the service from Flow and would not recommend them to anyone. We have had problems on our account from the very beginning. Firstly it took them ages to get our gas account online. Then we had a faulty electric meter (not their fault) but when they changed the meter THEY transposed the day and nightime readings on our bills - five weeks on this is still not sorted so we cannot enter correct readings. None of the gas readings I enter on the online portal show as registered and yet now they are saying the gas readings WE supplied are also faulty - they are NOT. On checking the latest bill from them it’s their error, THEY entered a lower estimated figure than for the month before! How can you possibly use MINUS GAS! I’m beginning to wonder if they have any idea what they are doing.
  • Flow Energy
    Extremely disappointed with the service from Flow and would not recommend them to anyone. We have had problems on our account from the very beginning. Firstly it took them ages to get our gas account online. Then we had a faulty electric meter (not their fault) but when they changed the meter THEY transposed the day and nightime readings on our bills - five weeks on this is still not sorted so we cannot enter correct readings. None of the gas readings I enter on the online portal show as registered and yet now they are saying the gas readings WE supplied are also faulty - they are NOT. On checking the latest bill from them it’s their error, THEY entered a lower estimated figure than for the month before! How can you possibly use MINUS GAS! I’m beginning to wonder if they have any idea what they are doing.
    Originally posted by Redflame

    Hello we are sorry that you are unhappy can you please direct message us with your flow account details so that we can investigate the issue- Cheryl
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • Redflame
    • By Redflame 18th Apr 18, 4:24 PM
    • 2 Posts
    • 0 Thanks
    Redflame
    Hello we are sorry that you are unhappy can you please direct message us with your flow account details so that we can investigate the issue- Cheryl
    Originally posted by Flow Energy
    It would seem that private messages are not accepted to Flow through this forum and I have sent various private emails to customer services regarding these problems already with no resolution
  • Flow Energy
    It would seem that private messages are not accepted to Flow through this forum and I have sent various private emails to customer services regarding these problems already with no resolution
    Originally posted by Redflame
    Hello, apologies that you have not been contacted back if you can either message us through facebook or twitter I will be able to access your account- Cheryl
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE
    • ColinB
    • By ColinB 21st Apr 18, 7:29 AM
    • 52 Posts
    • 24 Thanks
    ColinB
    Hello, apologies that you have not been contacted back if you can either message us through facebook or twitter I will be able to access your account- Cheryl
    Originally posted by Flow Energy
    Apologies for muscling-in on Redflame’s conversation, but that response is infuriating in the extreme. So Flow can no longer be bothered to respond when a customer contacts them directly, they want you to do it via TwitFace ? Despite the Flow rep being told several times in this forum that not everyone uses those media ? Any sensible company would have taken Redflame’s comments as a prompt to look closely at how Customer Services is functioning, not issue an arrogant demand to repeat the enquiry via an unofficial channel that the Customer may or may not be able to use. Thank goodness I’ve now switched away from Flow.
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