Ohms Avaliações 10.067

I originally moved to GNE as they offered a reasonable quote / monthly payment plan. However, it soon became apparent that they massively underestimated our electricity consumption, I suspect to entice me in to taking up their service. As my outdtanding balance was gradually increasing it was I who suggested, on more than one occasion, that I should probably be making higher monthly payments to reduce the debt. However it seems this was still not covering the balance and at the end of last year they requested monthly payments of more than double what I was now paying (over four times the amount the originally quoted when I signed up). Being in the middle of the pandemic and on furlough I spoke to the uk based customer care team (which took some getting through to; it seems to me, their standard contact number goes to an international call centre) and I requested to set up a monthly payment plan that I could currently afford. This was agreed by them on the phone and a week later they duly withdrew the amount they were originally requesting me to pay, taking me overdrawn. I contacted them again about this, and although they did refund the extra amount they failed to set up a new direct debit for the agreed amount and so no payment was taken. I offered to make that missed payment over the phone which was taken.
Whilst on the phone I also gave an up to date meter reading and two days following someone else came round to the property to collect one. The following week I received a letter asking for an up to date meter reading.
After numerous phone calls to try and sort this, as well as emails to the complaints and customer care teams, I have just received a very poorly worded email with incorrect spellings and very poor grammar.

Below is the text taken from that email, which starts “Hi ‘surname’ “ (I would expect at least a title, but maybe I’m being picky.) It goes on to say,
‘ Thank you for contacting Green Network Energy

Upon reviewing your account, it does reflect that on the 12/01/2021 those reads were taken and capture on the account, and regarding the meter reads that came a couple of days later to take meter reads, that is done every six month to assess the meter reads we received and to check if the reads meter are correct. Now based on the customer consumption the monthly direct debit is amend to suit what the customer is using.

upon further assessment it does reflect that your agreement has come to and end and this means your on a standard v1 we would be able to assist regarding drawing up an agreement were you unite rate and standing charges are fixed.’

There is no clue as to what my monthly direct debit has been set at now, but I notice it says ‘to suit what the customer is using’ and not ‘what the customer agreed he could currently afford to pay’
I’ll wait and see.
This is really not a very professionally run / organised company and I would steer clear.

Ignore my emails about a problem we've been having with our metering since we've joined... Customer care seems non existent!

So far the switch over has been easy. They have kept me updated as to whereabouts in the process we are.

Changeover has so far be straight forward
Yet to see if my previous supplier has been informed of my last readings
I hope it is done quickly as I am owed a refund

After complaining about my secure smart meters not being smart I am pleased to say they are now working in smart mode and readings being taken remotely.
Hopefully this will carry on working for the length of the contract and beyond.
Thanks for your help green network energy👍

Had real issues with my account which numerous frustrating phone calls had failed to resolve.
Eventually my case was taken up by Colin in the Complainants team.
His handling of the matter has been outstanding; an example of how the best customer service should be.
Thank you Colin; you are a credit to your employer.

Zero stars if it was possible. After moving into a property in April 2020 who were supplied by GNE, I have only just sorted out a outstanding bill from the previous owners of over £600. I rang Green Network energy must be over 50 times to sort this issue. Each time I was told it was sorted, however debt collectors turned up at my door demanding the money even though it wasn’t my bill. It seems they do not communicate with each other, I must have wasted over 50 hours of my own time on this issue. Terrible customer service. Do NOT go with this company. I have now being waiting on a refund of over £200 for a month as I overpaid when I HAD to be their customer until I could switch over to SSE, also... they said they would give me £50 compensation for all stress caused. I am still waiting on this too. I have rang up twice and emailed over 10 times to sort this out but this shocking company will not give me my own money back and money they promised as compensation.

IN RESPONSE..

Jon, I have not received my money and I am happy to send you a bank statement to prove this. Ring me as soon as possible.

good experience changing to the green network easy with no fuss.

I renewed with GNE because I've had no problems over the past year and the renewal price was just a couple of coppers more a month than the comparison sites I used. Also, I don't have to use the dreaded smart meter.

So far so good. Smooth transfer.

Diabolical customer service! According to the call handlers they cannot put you through to the appropriate department. The handler has to send an email and ‘the department will respond in due course’ - not a word!
GNE arranged for a smart meter to be fitted. After two weeks the in house display stopped working. GNE said it’s down to the installer. The installer said GNE need to change some settings at their end. Months later nothing resolved, so I decided to leave GNE at the end of my term.
I was going to stay with GNE, but the offer they sent me changed (the price increased) when I was attempting to renew the contract.
I left GNE in November 2020 and am still (end January 2021) waiting for them to calculate the final bill - there is a credit balance on the account and they owe me money of course! I rang them in December and of course no response beyond the call handler saying ‘I will email the billing department and they will get back to you.’

Great service so far. Applied and sent meter readings when requested and they sort out everything with previous provider.

Incoming electric future!

i recently change to green network and found the change when smoothly and communication from the company has been good

Can’t really give feed back my change over was smooth can’t, add any more to say.

Switched to Green Energy just 3 days ago. So far every thing is fine, the information the company emailed was clear and the online account is user friendly.

Good service, simple meter reading submission. more importantly, very reasonably price electricity.

switch was without problem and communication good. Rather too early to really access the company but thus far fine

I immediately require the meter readings I sent you as Scottish Power are insisting they require them from me I for some reason have mislaid the slip on paper which contained the readings sent to you.

Yours

J. Smith

Only started 3 months ago. Easy to switch. Monthly amount seems about right.
Get 3 monthly revues. No problems so far.