Flow Energy UKReviews 

Got an email from Octopus Energy today saying that they're taking over Flow. Will be changed in next 2 weeks, I'll see how it goes. I know Octopus have been recommended by Which. Keep my fingers crossed.

We had the worst experience ever with an energy supplier.

We were told incorrect information at inception, which we signed on the basis of and it was proved that we were misinformed after the Complains Team listened to the telephone conversation.
We were promised a compensation and because we wanted to discuss on the phone for an amicable decision the offer was withdrawn and we were told to go to the Ombudsman if were interested to pursue the matter,

The staff did not care at all and I can particularly point out Josh with your Complaints Team. He was very rough and uncaring, despite the fact that hes established that we were misguided.

I feel this still needs to be resolved.

Regards
Micah Moses
ex
1 The Approach
Northampton
NN5 5FF

Re my Flow Energy Account: 21354051
I would actually give this company no stars at all, and would not even recommend them to my worst enemy. They are criminals parading as an energy company. My partner is disabled and therefore at home all day, since he is unable to work. I am the sole earner struggling with the high energy bills, because they refused to put us on a discounted tariff like other companies like Southern water have kindly done. Flow energy overcharge us, threaten and harass us constantly. They make up readings even when we submit meter readings, and claim we owe about £1999? How can this be when we pay£159.19 every month? It is not a business premises but a residential property. In the USA even for a much bigger property, my friend only pays 80 dollars a month. It is time these fraudsters are properly regulated. The Ombudsman was no good when we stated our case and only requested that they refund us £40. Its a rip off. I have now written the correct account number on this review, (I had missed out the 1 at the end) and would like another response from Flow Energy. If they do not respond publicly again on this forum, it proves my point about them being dodgy, corrupt, with terrible customer service.

JUST IN CASE AS PER PREVIOUS REPLIES A/C21194633
I left flow 9 months ago after paying up all debts owed (or so I thought) Then a letter arrives demanding money, so I call to find out why and due to their rubbish accounts team agree that it is owed. This is where it all goes wrong. I tried to log into my old account but cannot. I tried to email (oh the emails!!!!) Due to my original email being not accessible the reply is "Unfortunately, it appears that you are emailing us from a different email address to the one that we hold on your account. Due to Data Protection, we will not be able to look into your query." so I reply back and a human replies with an apology, I reply back and get "Unfortunately, it appears that you are emailing us from a different email address to the one that we hold on your account. Due to Data Protection, we will not be able to look into your query." after several emails I finally agreed to pay via BACS £10. GREAT!!. My first payment was £20 (I felt flush). Then a letter saying I still owe the same amount followed by a threatening letter or legal action. Several emails (see above) and a call they say they have not had payment. Call up "yes sir just send proof via email and we can sort it" and. Yes you guessed it "Unfortunately, it appears that you are emailing us from a different email address to the one that we hold on your account. Due to Data Protection, we will not be able to look into your query."
customer service have now told me on the phone that they have a company policy of not reading an email or responding if the email is not linked to an account (but you have already done this) and will not help any further. This is a disgusting company with the worst customer service team I have ever come across. I would like to add that when I called my bank after a few questions help was given. YOU are a energy provider so why is it like getting into fort knox when trying to speak to someone. I was surprised you didn't ask me my inside leg length. As far as I am concerned they have had my first payment and proof.

been with Flow the last 5 years great company at the start but once it was sold to the COOP customer service dived off a cliff.
Had the misfortune to have to deal with a very rude and poorly spoken English person who was in South Africa when complained to someone in England surprise surprise the tape recording was lost. A company which based it self on good customer service and UK call centres has truly lost the script. The prices has increased to the point its no longer an affordable company again going back on another thing it was formed on was price.
Then smart meters been promise one for the last 5 years still no sign of them but Flow is busy passing customers from different companies like pass the parcel .

AVOID THIS COMPANY AS ALL THEY CARE ABOUT IS TAKING MONEY FROM INNOCENT (PREVIOUS) CUSTOMERS!! I'm so mad with them I can't even think straight and there's too much to write but basically they took £68 out my account randomly then a few days later after querying this, they helped themselves again but for £220 this time leaving me £200 overdrawn! I cancelled the direct debit and claimed it back so I wouldn't incur bank charges. They said I owed them £133.24 so I paid them over 2 months with HAVING TO SEND PROOF. After that they claimed I owed them ANOTHER £67. They kept harassing me with threatening letters and text messages saying they were going to send debt collectors to my house. I said I would pay over 3 months the 'outstanding balance' but they said no, I HAVE TO set up a direct debit in order to stop the threatening letters. As I was weary of this due to them helping themselves to my money, I contacted citizens advice and they told me that I don't have to at all. I could set up a standing order but the company claims otherwise! My mother has also recently had similar issues with this company. I would STRONGLY ADVISE TO AVOID THIS COMPANY AT ALL COSTS UNLESS YOU WANT VERY BAD SERVICE AND HAVE MONEY TO THROW AWAY IN THEIR DIRECTION!!

Very bad company and pressure and put wrong read and make there own up never ever use this as you will end up with a big bill and u don’t get no help or support they thought a 3 bedroom house electricity usage was 280 pound even with a brand combi boiler complete joke this company

Worst energy company I’ve ever dealt with. Drastically underestimated our usage causing us to rack up a massive debt with them. Sent notification that they were hiking up the direct debit which I then cancelled to make sure they didn’t take such a massive amount out of my account. Tried to reinstate the direct debit to a more manageable amount which THEY were not able to do but advised I had to go into my bank to do it - not possible. So I took it upon myself to pay the most I could manage each month by debit card to clear the debt (which I’ve very nearly done £1333 down to £148). Then received threatening emails of disconnection because there’s an outstanding balance and no active direct debit in place! I’m glad they’re being taken over by Octopus but I doubt I’ll still be with them by the time it happens as I’m looking to leave them as soon as I’ve cleared this final amount!

Had a year with these no worries. Spent the 6 months following arguing with their quite simply pig ignorant staff and procedures, regarding a bogus reading. After giving them the best part of a grand the ombudsman made them give some back. Disgrace of a company. Absolute disgrace. Can only assume they're run by criminals the way I was threatened and dealt with. I beat them though following a lot of stress and arguing. AVOID.

Discovered yesterday Flow energy is being taken over by Octopus Energy. What I did not know Flow was taken over by Coop Energy in 2018. They still claim their headquarters is in Suffolk on their website but is actually in Warwick.
Until recently I have found Flow to be very good but lately I am disappointed. I have always been in credit ever since I have been with Flow with a variable tariff for the last few years. Last year I went I went on a fixed price tariff, thinking this would be the best deal. Sadly, it wasn't. I have building up a debt with since I started the fixed price tariff.Checking on a comparison site the sum is about £150 extra on my duel fuel bill over a year. It has also cost £60 to cancel the tariff. I am not very pleased. I am still with Flow on another Fixed Price tariff. So far I have not received any information on this tariff. I do not know when I last received a yearly statement of my energy consumption.

I have been with Flow Energy for 3- 4 years now and they have always been excellent. I have been on two low rate tarriffs with Flow that have beaten competitors rates. I pay each month by Direct Debit and enter my meter readings online each month. I can't say what their customer support is like as I have never had occasion to use it.

I received an e-mail this morning saying they are merging with Octopus Energy who have a high Trust Pilot rating and that was what I really came here to look at.

APPALLNG service!
Having chosen Flow for its customer service score via a comparison site, to say I’m disappointed doesn’t come close! We were happy with the supply but moved to a better priced option in 2016. We heard absolutely nothing until October 2018- 2 YEARS LATER! - when we received a letter threatening the bailiffs for non- payment of £150 Flow claimed we still owed; this was the first we’d heard of this! We have ALWAYS paid all our household bills throughout the 30 plus years we’ve lived at this address, so we’re horrified to learn our ‘debt’ had been passed on to a recovery agents. As October 2018 was news to us & the account had been shut for over 2 years by then, I requested a final invoice with readings to prove money was owed. I heard NOTHING until I received a debt referral letter 2 weeks ago! I resigned myself to paying the amount claimed asI’ve moved supplier at least twice since then, and couldn’t prove I didn’t owe anything. Tonight I rang to pay it under sufferance, only to be first told they couldn’t now take it, and I’d to ring another company! Having done so, the number given was ‘not yet assigned’ so yet ANOTHER call to Flow, where after more hassle & inconenience, they deigned to take the payment. I have asked for written confirmation that the account is now paid IN FULL, otherwise they might come back in 2021 for some more! Honestly, the accounting side of this company is SHAMBOLIC- don’t use them! Still raging that out hard-earned money has had to go to a company who can’t even keep its yearly accounts in order..in anticipation of the usual weasley ‘ words at the end of this review, account number duly entered!

Absolutely AWFUL company.. horrible people to deal with. They are so rude on the phone. ZERO customer service skills. They are also VERY EXPENSIVE. I moved to Flow from another provider to reduce my gas/electricity and all that is happened is i am ACTUALLY PAYING EVEN more than my old provider despite them telling me they would save me money.

avoid this company their customer service is awful... my mother passed away last November and it took 2 months to sort her account... house is now up for sale and has same meter readings every month which they have been told about yet I still get threatening debt letters! I cannot get access to their website as it doesn't recognise my details.. they keep promising to sort but to no avail..... Thankfully the house is sold and I will be rid of this company by mid Sept.....

I spoke to Flow energy on behalf of my sister as she has an outstanding bill that her ex husband has left her with. Both my sister and I spoke to Melissa and couldn't have been more impressed with her help. She helped with advice and a payment plan that my sister can manage. Thank you so much Melissa and Flow Energy.

Avoid!!! I've been with flow for nearly 18 months I've also had a complaint open for nearly the whole duration. After been missold from the offset I opened a complaint it took them so long to respond that by this point we had accrued debt if they responded accordingly then we wouldn't be in debt as we could of gotten out under missold!! They upped my direct debit to £240 a month I mean who can afford that so I cancelled it and pay monthly by card... I did the expenditure form which comfimed that I couldn't afford the increase after this time I realised how nasty they can be as they have now realised they can't get anymore money from me as I didn't have any! The emails I received were of a very unprofessional nature and just rude and was told that my payments don't cut it and I should use my sons Dla payments 😳 and that she will reopen a complaints but nonetheless will close it again as there isn't a resolution, so I said let's take it to the ombudsman.... She said she will send a deadlock letter months ago so I could go ahead I'm still waiting 😩 in the meantime I'm threatened with disconnection and debt collectors to come to my home, I feel that flow are deliberately holding the letter in delay tactics however I will crack on with the ombudsman as I have numerous emails of a very unprofessional nature I'm very confident of a good outcome... If you want cowboys flows the one 👌

Sooooo let's go to the start - cold call answered join us blah blah blah this deal is what we are offering , sounds great I said spoke to the good lady yeah sounds good . She spoke to the same guy confirmed everything to make sure I had not got it wrong ( I usually do ). He said no foreign operatives all calls answered straight away there's an extra bonus ! Turns out all rubbish . 18 months down the line absolutely ridiculous bills one when we were on holiday for a week or so in the summer the bill was higher than when we were all home in the winter...... Explanation was we estimated reading erm no you didn't I send them every month . Contacted September time last year to raise big concerns over bills call not answered straight away and not by a full speaking English person . So calls and emails back and forth then I waited for a reply for months until they finally contacted my partner to say we see your problem has not been resolved and is still in escalation . Hmm funnily enough they have an obligation to reply to emails within 10 days . So started to talk again explaining it all again and again until some clever little upstart says some patronising things and we ask for a deadlock letter to be sent to us so we can proceed further hmm that was a good few months ago ! Tonight an email at 6 ISH please contact us to sort account or we will send to a 3rd party second email at 8 ISH we are now passing to 3rd party for collection . wow you can move fast on that one flow but not on customer service . You have failed on so many levels mis selling all recorded or should be ! follow up to our complaints all recorded or show be ! Failing to answer correspondence within time frame all recorded or should be ! Don't worry we have copies of it all .don't use flow that's all I can say let them flow by and hopefully down the river .

Update ----

As for your standard generated reply below . Why should it be please contact us to resolve if you had done your job right from the start none of us would be where we are now .
As stated by me and others on here you have a time frame to get back to us even when we have gone through your system and you could of contacted us you haven't why should we waste more of out time contacting you when you couldn't contact us when you had our relevant information to hand . You have failed to reply in the allotted times that you are governed by on numerous occasions .

For the first two years, I would have given Flow Energy five stars. Unfortunately when I owed them some money for the next year or so, they harassed me incessantly and unnecessarily and it was most unpleasant.