Green Star Energy

1.00 stars

135 Reviews

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Heather's complaint against Green Star Energy

Heather McCauley

13/09/2019

[RESPONDED] Avoid like the plague

Complaint against Green Star Energy

Would rate as zero if I could. I closed my account, which was in credit due to Green Star over-charging me, 7 weeks ago and was told that I would receive a refund within 3-4 weeks. No refund appeared. I followed up and kept getting a standard customer response thanking me for my patience! I kept going back and was told I'd get a refund within 6-8 weeks. I went back to them again a few weeks later and was told this had never been actioned and they had 'raised a complaint' about that. A further week later and there is still no action. This company is very easy to join but very difficult to leave - it's outrageous that they hold onto your money for months after you've been a customer and it is taking an inordinate amount of my time to resolve. AVOID!

  • supporters 0

Green Star Energy has responded

  • Comments (4)

Heather McCauley | | VERIFIED

Still no refund 3 months on despite more than 30 contacts and numerous promises from Greenstar that the money would be paid within 10 days or 3 weeks or whatever. I recommend you avoid this company and, if you have already signed up, complain to the Ombudsman about any issues.

Greenstar Energy | | VERIFIED

Hi Heather, I am sorry you've been kept waiting so long on your refund and that this resulted in a complaint regarding this. I will be happy to take a look into your account to ensure this is resolved right away for you if you could please confirm your full address and email to me over Facebook or Twitter? Kind regards, Phil

Heather McCauley | | VERIFIED

Phil sent a similar reply to this when I complained on the TrustPilot website, on 13 Sept - he told me then it would be treated as a matter of priority, which clearly didn't happen. I have just received a refund in the last couple of days ONLY because I complained to the Ombudsman - I had sent more than 30 emails to Greenstar. So I would warn others not to believe assurances like this.

Greenstar Energy | | VERIFIED

I do apologise for the service you've received here. I agree it sounds like we've really let you down here and I am sorry it took the Energy Ombudsman's intervention to resolve this. If there is anything outstanding regarding your account that I can help with, please do not hesitate to get in touch over Facebook or Twitter and we will look into this right away for you. Thanks, Phil
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