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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 18
  • Flow Energy
    Now that I've switched, but my problems with Flow aren't yet over, I can finally give a full overview.


    The problems started shortly after I joined - I was put on the variable tariff but not given a set amount to pay every month, therefore refused to set up a direct debit because I was not in a position to have them take an arbitrary amount out every month. I was never sent a welcome pack, so had no idea how I could pay. The first bit of correspondence I got was a letter threatening me with bailiffs if I did not make payment immediately - they could have emailed me to say that there was a bill waiting, but they don't bother doing this, they just tell you they're going to send enforcement agents instead.


    During last summer they said that they had problems validating their customer meter readings and they were ignoring all of my submissions for months, in fact pretty much since I had become a customer in April up until about September or so. They were over charging me by hundreds of units every month and blaming it on a national software problem. I contacted a lot of other national suppliers to ask if this problem was also affecting them, they said it had, but had been rectified in July. Flow kept making excuses and not giving any kind of useful or rational answer.


    Over a couple of months in the early winter last year Flow absolutely failed to issue me with a bill despite me submitting meter readings on time. I asked, but they've never given me a reason for why this happened. I ended up being landed with an enormous bill that was double the amount that I was expecting to pay in one go and it was almost unmanageable. No real apology, never got an explanation and frankly, that's not good enough.


    Early this year someone called me and said that they wanted to sort out all of the issues I'd had so that I would remain a customer because I'd made a formal complaint. I'd made them aware that I'd realised they'd been billing me the same amount for both the day and night rate despite telling me that I was on economy 7 - I was told that this would be rectified. It never was, nor was anything else that I told the person I spoke to. It was an absolute waste of time making the complaint.


    I've now moved to another supplier - within 2 and a half days of the request being made I received 9 phone calls from Flow's retention line trying to get me to stay. In legal terms, 2 incidents of something within 2 months would be considered to be harassment. 9 times in two and a half days is utterly excessive, intimidating and definitely considered to be harassment. I tried to block the number on my phone and it still showed as missed calls. I'm now in a position where Flow are claiming that a month after I've switched to my new supplier they're still not providing me with my final bill, yet I know that my new supplier provided the final figures weeks ago. The last figures that Flow have on their system are dated 30/04 and they ignored the last set of meter reads that I submitted in May.



    I work very anti-social hours in the emergency services - the last thing I need is to be woken up by useless phone calls that are neither needed or wanted. I also am on a limited income, so refusing to give me a set direct debit figure was unfair, and repeatedly leaving long periods where they fail to provide a bill despite being capable of doing so, is also disgustingly unfair. How are people on a budget supposed to afford that?


    Flow are worse than EDF and I genuinely thought that they were bad, but they eventually listened to us and sorted out the problems. At no point have Flow listened to a single thing I've had to say or made any effort to sort anything out.



    tl;dr - don't switch to Flow - if they do bother replying to your emails, the response won't be worth waiting for and they'll never resolve anything.
    Originally posted by HonourlessWeasel



    Hello,

    We are really sorry to hear that you are not happy with the service you have received, and we would like look into this for you.

    Would you be kind enough to provide us with your Flow account number (via facebook direct message
    https://www.facebook.com/FlowEnergyUK/, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer Services team as we do not have a private message function on here).

    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
    • HonourlessWeasel
    • By HonourlessWeasel 13th Jul 18, 10:20 AM
    • 61 Posts
    • 43 Thanks
    HonourlessWeasel
    Why? I've contacted you directly by email about every single one of those issues and you've never bothered to resolve any of them which is why I left you after a year. Exactly why do you think I am going to give you a chance to resolve anything now? It's quite obvious that Flow are incapable of resolving problems or simply can't be bothered. The last time was only a couple of weeks ago when Flow were claiming that they didn't have figures from new supplier, I now know that is likely to be untrue.



    I want my final bill and to never hear from Flow again, though, based on what I've read on here I suspect all I'll get is another letter threatening bailiffs for a lack of payment, despite the fact that I'm logging into my account every single day and it's saying that my balance is £0.00.
  • Flow Energy
    Why? I've contacted you directly by email about every single one of those issues and you've never bothered to resolve any of them which is why I left you after a year. Exactly why do you think I am going to give you a chance to resolve anything now? It's quite obvious that Flow are incapable of resolving problems or simply can't be bothered. The last time was only a couple of weeks ago when Flow were claiming that they didn't have figures from new supplier, I now know that is likely to be untrue.



    I want my final bill and to never hear from Flow again, though, based on what I've read on here I suspect all I'll get is another letter threatening bailiffs for a lack of payment, despite the fact that I'm logging into my account every single day and it's saying that my balance is £0.00.
    Originally posted by HonourlessWeasel

    Hello,


    We apologise you feel this way.


    Unfortunately, as we do not have a private message function on here I am unable to assist you with this.


    If you do not want to email us, please can I kindly request that you either call our Customer Services team or contact us via Facebook https://www.facebook.com/FlowEnergyUK/or https://twitter.com/FlowEnergy_Help Twitter.


    We would like to resolve this with you as soon as possible.


    If you have any questions, you can call us on: 0800 092 02 02

    Or email: help@flowenergy.uk.com

    We are open Monday to Friday 8:00am until 20:00pm

    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
    • Crustycrutch
    • By Crustycrutch 20th Jul 18, 3:52 PM
    • 6 Posts
    • 1 Thanks
    Crustycrutch
    Massive price hike!
    I've been a Flow customer for a two years. For the
    past year I've been paying £34 per month on a direct debit for electricity only, the year before I was paying £31/month. I use 3653 KWH per year and I submit readings every month - my usage has reduced a bit because I switched all my lights to LEDs and no longer use the tumble dryer. To be fair, I've been happy with Flow until my renewal letter came.
    I expected an increase of about 5-6% in line with newspaper reports of electricity prices rises. Imagine my surprise when the increase was 60%!! Obviously I spoke to Flow and a very nice lady agreed that the price rise seemed very high but 'prices have gone up a lot". In effect I had no choice.
    My best switching option is £41.50 per month which is still a significant increase but they have you by the gonads don't they.
    • HonourlessWeasel
    • By HonourlessWeasel 21st Jul 18, 10:15 AM
    • 61 Posts
    • 43 Thanks
    HonourlessWeasel
    I've been a Flow customer for a two years. For the
    past year I've been paying £34 per month on a direct debit for electricity only, the year before I was paying £31/month. I use 3653 KWH per year and I submit readings every month - my usage has reduced a bit because I switched all my lights to LEDs and no longer use the tumble dryer. To be fair, I've been happy with Flow until my renewal letter came.
    I expected an increase of about 5-6% in line with newspaper reports of electricity prices rises. Imagine my surprise when the increase was 60%!! Obviously I spoke to Flow and a very nice lady agreed that the price rise seemed very high but 'prices have gone up a lot". In effect I had no choice.
    My best switching option is £41.50 per month which is still a significant increase but they have you by the gonads don't they.
    Originally posted by Crustycrutch

    Despite no longer being a customer and still waiting for my final bill from them, they've sent me a letter saying that my tariff is going up. They're saying that wholesale energy prices have gone up by 32% since April 2017, bit harsh if your tariff has gone up 60%. The letter that they've sent me says they would be putting up my tariffs by an average of 7% as I had both gas and electricity.
  • Flow Energy
    Despite no longer being a customer and still waiting for my final bill from them, they've sent me a letter saying that my tariff is going up. They're saying that wholesale energy prices have gone up by 32% since April 2017, bit harsh if your tariff has gone up 60%. The letter that they've sent me says they would be putting up my tariffs by an average of 7% as I had both gas and electricity.
    Originally posted by HonourlessWeasel

    Hello,


    Due to an increase in our cost of buying wholesale energy, it is with regret it is now necessary for us to increase our electricity charges by an average of 6.8% and our gas charges by an average of 7.1%. Since April 2017 we have seen wholesale power prices increase by 32%.


    If you have any questions, you can call us on: 0800 092 02 02

    Or email: help@flowenergy.uk.com

    We are open Monday to Friday 8:00am until 20:00pm

    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
    • MikeyHM
    • By MikeyHM 16th Aug 18, 7:49 PM
    • 1 Posts
    • 0 Thanks
    MikeyHM
    Wrong Rate Charged for a Year!
    I've recently reviewed my Tariff and used MSE to compare them with other suppliers. I noticed they've been charging me the same Economy 7 rate for my night time use as my day time use for one whole year. How do they get this so wrong? Do they add the tariffs manually to each customers account or what? I estimate I've been overcharged £35.

    I've also had problems getting through to them, getting cut off twice. Last year I also found they weren't taking my meter readings that I was entering, firstly claiming not to have received them...but a few minutes later saying, oh I found them. Trouble is they put over-estimated readings on my statement.

    I'm leaving them now and should save £97 with Ebico. Hoping for better.
  • Flow Energy
    I've recently reviewed my Tariff and used MSE to compare them with other suppliers. I noticed they've been charging me the same Economy 7 rate for my night time use as my day time use for one whole year. How do they get this so wrong? Do they add the tariffs manually to each customers account or what? I estimate I've been overcharged £35.

    I've also had problems getting through to them, getting cut off twice. Last year I also found they weren't taking my meter readings that I was entering, firstly claiming not to have received them...but a few minutes later saying, oh I found them. Trouble is they put over-estimated readings on my statement.

    I'm leaving them now and should save £97 with Ebico. Hoping for better.
    Originally posted by MikeyHM



    Hello,

    We are very sorry to hear that you are unsatisfied with the service that you have received and would like to resolve this with you at your earliest convenience.

    Please can I kindly request that you provide us with your Flow energy account number via Facebook
    https://www.facebook.com/FlowEnergyUK/, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer Services team (as we do not have a private message function on here) if you would like us to look into this for you.

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

    If you have any questions, you can call us on: 0800 092 02 02

    Or email:
    help@flowenergy.uk.com

    We are open Monday to Friday 8:00am until 20:00pm

    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
    • Jim C Wilson
    • By Jim C Wilson 17th Aug 18, 1:14 PM
    • 3 Posts
    • 5 Thanks
    Jim C Wilson
    Mr Jim C Wilson
    We are with Flow Energy but will leave them at the end of September. They phoned us on 8th August to discuss this, and presumably sell us something else. It wasn't a convenient time.
    Flow then phoned us on 13th August. My wife said she did didn't want to discuss matters on the phone and would they send her an email. The female Flow employee suggested my wife (a retired head teacher) might not understand an email. After this Flow phoned us a further 19 times (making a total of 20 calls in 38 minutes). My wife repeatedly asked Flow to stop but the calls kept coming, causing my wife considerable distress. We regarded this as extreme harassment. We eventually got the calls stopped by contacting a different office at Flow. Flow have sent us a bunch of flowers. We didn't want or need a bunch of flowers and see this as a kind of blackmail. Flow claim there was a technical hitch in their system. We feel financial compensation would be appropriate. Any thoughts out there?
    • bubieyehyeh
    • By bubieyehyeh 17th Aug 18, 9:35 PM
    • 418 Posts
    • 120 Thanks
    bubieyehyeh
    Your not alone.



    I'm also leaving flow, I had weeks of daily (Mon-Fri) missed calls from, with no message left on the answer phone. I think it must have been flow calling but I don't have 1471 or caller-id. The first day I was home on a weekday, flow called.



    A relative is also now leaving flow, they also had lots of missed calls from a Ipswich number, which I guess was flow also.



    What annoyed us most was that they didn't leave a message on the answer phone.



    The asked if I wanted to accept one of the offered tariffs, they had emailed about. They seemed generally flabagasted when I said no, and told them I had checked the market and would be switching to a cheaper supplier.
  • Flow Energy
    We are with Flow Energy but will leave them at the end of September. They phoned us on 8th August to discuss this, and presumably sell us something else. It wasn't a convenient time.
    Flow then phoned us on 13th August. My wife said she did didn't want to discuss matters on the phone and would they send her an email. The female Flow employee suggested my wife (a retired head teacher) might not understand an email. After this Flow phoned us a further 19 times (making a total of 20 calls in 38 minutes). My wife repeatedly asked Flow to stop but the calls kept coming, causing my wife considerable distress. We regarded this as extreme harassment. We eventually got the calls stopped by contacting a different office at Flow. Flow have sent us a bunch of flowers. We didn't want or need a bunch of flowers and see this as a kind of blackmail. Flow claim there was a technical hitch in their system. We feel financial compensation would be appropriate. Any thoughts out there?
    Originally posted by Jim C Wilson

    Hello Jim,

    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
  • Flow Energy
    Your not alone.



    I'm also leaving flow, I had weeks of daily (Mon-Fri) missed calls from, with no message left on the answer phone. I think it must have been flow calling but I don't have 1471 or caller-id. The first day I was home on a weekday, flow called.



    A relative is also now leaving flow, they also had lots of missed calls from a Ipswich number, which I guess was flow also.



    What annoyed us most was that they didn't leave a message on the answer phone.



    The asked if I wanted to accept one of the offered tariffs, they had emailed about. They seemed generally flabagasted when I said no, and told them I had checked the market and would be switching to a cheaper supplier.
    Originally posted by bubieyehyeh

    Hello,

    We are sorry to hear how unhappy with the service you have received and we would like resolve this with you at your earliest convenience.

    As we do not have a private message function on here, please can I kindly request that you provide us with your Flow account number via Facebook
    https://www.facebook.com/FlowEnergyUK/, Twitter https://twitter.com/FlowEnergy_Help or by calling or emailing our Customer Services team, 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 7th Oct 18, 11:46 AM
    • 144 Posts
    • 36 Thanks
    gjs1701
    I switched away from Flow on 26th August. Flow didn't take a payment in September and there was no sign of a bill so I chased them up. They told me a bill was forthcoming. I got an email to tell me they were altering my direct debit to take a final payment on 17th October.

    So while it seems a bit slow, it seems I have avoided the problems other on the boards have encountered.
  • Flow Energy
    I switched away from Flow on 26th August. Flow didn't take a payment in September and there was no sign of a bill so I chased them up. They told me a bill was forthcoming. I got an email to tell me they were altering my direct debit to take a final payment on 17th October.

    So while it seems a bit slow, it seems I have avoided the problems other on the boards have encountered.
    Originally posted by gjs1701

    8th Oct 18, 9:48 AM
    Hello,
    We are so sorry that you feel we have let you down.
    As you have not provided your account number or name I will not be able to advise you further on the matter or be able to contact you.
    Please contact us on customerservices@flowenergy.uk.com or 0800 920202 if you wish to discuss this matter.
    Warm regards,
    Joana
    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
    • bubieyehyeh
    • By bubieyehyeh 8th Oct 18, 8:38 PM
    • 418 Posts
    • 120 Thanks
    bubieyehyeh
    I left flow on 4th September, I emailed to ask when I would get the final bill. I got what felt like a rather snotty email saying they follow industry rule, that sent final bill with 6 week of leaving, and pay any credit balance back within two weeks of final bill.



    Final bill still not generated.
    • spot1034
    • By spot1034 8th Oct 18, 8:45 PM
    • 63 Posts
    • 45 Thanks
    spot1034
    I left flow on 4th September, I emailed to ask when I would get the final bill. I got what felt like a rather snotty email saying they follow industry rule, that sent final bill with 6 week of leaving, and pay any credit balance back within two weeks of final bill.



    Final bill still not generated.
    Originally posted by bubieyehyeh

    I'm just behind you - left them on 7th September. I haven't heard a word from them since. I shall take them at their word and give them until the 19th.
  • Flow Energy
    I'm just behind you - left them on 7th September. I haven't heard a word from them since. I shall take them at their word and give them until the 19th.
    Originally posted by spot1034

    Hello,
    We apologise if you feel we have not processed your accounts correctly.
    As advised to yourself the industry regulations are up to 6 weeks for a final bill to be issued and a further 2 weeks for any refunds to be issued after the final bill.
    I can confirm you are both still within the time frame for this.
    Please contact us if you wish to discuss your accounts and we will be able to update you if we are able to.
    Please also note if we have not received the final readings from your new provider or from yourself (if this is for a home move), we will need to wait for these before final billing your account.
    Warm regards,
    Joana.
    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 left flow on 4th September, I emailed to ask when I would get the final bill. I got what felt like a rather snotty email saying they follow industry rule, that sent final bill with 6 week of leaving, and pay any credit balance back within two weeks of final bill.



    Final bill still not generated.
    Originally posted by bubieyehyeh
    Hello,
    We apologise if you feel we have not processed your accounts correctly.
    As advised to yourself the industry regulations are up to 6 weeks for a final bill to be issued and a further 2 weeks for any refunds to be issued after the final bill.
    I can confirm you are both still within the time frame for this.
    Please contact us if you wish to discuss your accounts and we will be able to update you if we are able to.
    Please also note if we have not received the final readings from your new provider or from yourself (if this is for a home move), we will need to wait for these before final billing your account.
    Warm regards,
    Joana.
    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 12th Oct 18, 7:48 AM
    • 63 Posts
    • 45 Thanks
    spot1034
    Although I'm no longer a Flow customer (and I'm still waiting for my final bill and refund) I have just received an email from Flow about a price increase on my current tariff!
    • ellpooty
    • By ellpooty 12th Oct 18, 8:15 AM
    • 4 Posts
    • 0 Thanks
    ellpooty
    I tried to switch to Green Network Energy almost a month ago now but the switch was rejected by my current supplier. It’s still unclear why this is and we were unable to resolve it in time so the switch failed. However, 3 weeks later, MSE Energy Club still claims that I have a “switch in progress”, meaning I am now permanenently stuck in a state of switch in progress and cannot switch ever again. Super annoying as Green Network Energy day it’s nothing to do with them and I cannot find any contact details anywhere for Energy Club.. anything I can do?
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