Green - Newcastle upon Tyne

D C.

I'm finding communications with Green very slow and hard. They had good customer reviews which was part of my decision to switch but now looking can see the last three reviews have been 1 star!
Oh no... I hope someone will contact me soon because I'm supposed to have switched, had my last bill from old supplier and I haven't received a single piece of correspondence from Green and chat is pretty useless (we get back in 2 hours.. well what am I supposed to do with that, it's supposed to be 'live chat') I have a life.....

Chloe D.

Avoid this company! I moved into a new property which green energy supply and I want to switch energy suppliers. The customer service is shocking and nearly a month later I still cannot switch providers because green keep objecting the switch despite me ringing up 10+ times and being told there was another issue but this has now been ‘resolved’. The staff don’t seem to know what they're doing and constantly put me on hold for 10+ minutes every time I ring, they have also been very rude at times. Their live chat feature is awful and they do not reply to emails.

They have continuously messed up a process that should be straightforward and told me that it ‘is not their fault’ and left me with no options of what I can do.

Barbara M.

Do not join Green as 2 months after I joined up to a yearly tariff of £114.00 (£26 per month direct debit) they decided to charge me £200 for January alone. I've been trying to get a refund since January and I can not express how ridiculous and unhelpful their customer service people are. They tell you everything you want to hear and then do nothing. I'm contacting the energy ombudsman tomorrow and urge the many other unhappy customers do the same, as it's pretty obvious this is how they do business and its not a mistake, they're thieves.

William M.

My experience of Green.:

web service:
No refund option or option to manage direct debit.
smart not compatible requiring manual reads.

Web chat:
Stated reply time: 3 hours
Reality: around 16 hours
I treated this function more like an email with a 1 working day time frame.

Communication:
Emails received monthly
Important emails recognised as junk - easy to miss price rises/renewal (this cost me £200)

Customer services:
When asked for a refund they demand a reading
When complying they admit the smart meter was working in the first place so they didn't need a read for the refund however now I am switching away they cannot refund.
When I point out that I requested the refund BEFORE I started switching they still decline stating it is standard.

Complaint:
Over the course of a week (16 hours for each repy so it takes a while to have a conversation) they did not recognise my comments around raising a complaint.
I am still ot sure if I have a complaint raised depite mentioning this several times.

Call centre:
started at position 17 in the queue after 40 minutes it saaid I was at position 9.
after another five minutes it said "you are now at position 12 in the queue", this seemed a little odd...
anyway I'm really fed up I'm now 1 hour into my hold time and apparently number 8 in the queue, I have to assume I'm roughly half way through my total time.
The good news for others is that it gives me time to write this review and warn of the farcical nature and ineptitude of this company.

I would quite like my £550 pounds back now (accurate as they have smart readings) and would rather not wait 2 months as I have complied with everything requested of me and they now state "standard industry process".
I have some experience of the industry, and I am well aware that this situation is avoidable. It is not necessary to have final reads to issue a refund, only a final statement. Please oh please green can I have my money back?

65 minutes and counting...

screenshot attached of queue time, currently at position 4 in queue but it did take 75 minutes to move 12 spaces

Jon B.

Look After My Bills moved me to Green about a month ago. They've already taken one month's DD (and are about to take a second) despite the move only being finalised about two weeks ago. None of the readings I submitted have been replicated in the meter readings section, and also differ from the figures they provided to my previous supplier.

They NEVER reply to emails, so I have no way of sorting this debacle out with them. I'm in contact with Look After My Bills to get moved to a different supplier.

Awful customer service.

cavali J.

So I’ve received emails from this company Welcoming me to Green and that a direct debit has been set up ready for the switch over at the beginning of April from my current provider British Gas, what’s worrying is that I HAVE NEVER requested a switch and certainly haven’t authorised or signed a direct debit mandate so how the hell has this company been able to do this? I’ve never even heard of them until I got these emails through! British Gas have been notified and have stopped the switch! I can never get anyone to answer when I ring up, I swear down I want answers otherwise I’ll be seeking legal advice because this is fraud!

William S.

Like many people have commented this should be a 'no star' review. I've just tried to switch to Green and it's not gone well. They've messed up sorting a Direct Debit, are uncontactable my phone (not even a notification of where you are in the queue) and their 'live' chat has a laughable 1hr wait time, and this is when I'm trying to give them my money! I can only imagine the level of unhelpfulness/incompetence when something goes wrong. Sadly the switch cancellation process is just as painful due to their uncontactability but these cretins don't deserve a penny.

Jessica R.

This company does not deserve one star they have cancelled the direct debit and started a new one which is £539 a month more expensive without permission their head of complaints is yet to respond to my complaint despite being told multiple times he would get back intouch. We have paid for a formal letter to be sent out to us detailing the increase in DD it has been 4 weeks we are yet to receive the letter. This company is a complete joke and I would not recommend them to my worse enemy. Cowboys.