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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!!!8217;t already, join the forum to reply. If you aren!!!8217;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
    • 56 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.
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