Ohms Reviews 

Used them from October to May during which time they tried to almost double my monthly bill to an unaffordable amount so I moved to another provider. I provided photographic meter readings to both providers (not my first rodeo), only GNE managed to ignore my readings which were submitted on time and they used an estimated reading for the gas (but used my reading for the electricity bill - how weird!). I resent the photos of the meters. Also on my final bill which was almost £300 they had DOUBLED my standing daily charge and increased the charges per unit. I would recommend everyone CHECK YOUR FINAL BILL PROPERLY with this company. Luckily I was wise to their practices and cancelled my Direct Debit for the final month. It's much harder to get your money back from these types of companies once you've handed it over. Finally 6 months later (Nov 2020) the bill was correct after three final adjustments, endless emails and hours on the phone going round in circles repeating everything said before. We agreed a monthly repayment plan as I couldn't afford to pay the final bill in one go - then in Dec 2020 they took double the amount agreed. Then I cancelled the DD again until they refunded the overcharge. Seriously awful, awful company. The people that work there who I spoke to were really lovely, excellent on the phone. I don't know what is going on there but there are evidently some problems within the company for so many errors to occur in just one small domestic account.

This company is an absolute joke, avoid at all costs. After 8 months with them I emailed with photographs of the electricity meter telling them it appeared to be go backwards. One month later someone actually phoned me and agreed with me telling me it was now high priority and I would get a complaints manager call me within five days. Three months later I got the call telling me as it was a year I had been with them my complaint couldn’t be recognised. I pointed out the complaint was made five months previously. He agreed and said he was on the case..........but had no idea was “the case” was. Yesterday I had an email seriously stating as we “HAVE” been able to contact you your complaint is now finished. Well, in your mind it may be but trust me you are not getting away with such pathetic service!!!!!!

I have an issue with Green Network Energy not producing bills since June last year. I am nearly £500 in credit (l live alone so l'm a low user) and have been asking for a refund for a month now and had nothing but empty promises.

When I moved in to my property in February 2020 l moved to GNE from Scottish Power. Some time after that l was informed that Green Network Energy use the' active meter reading' rather than the 'cumulative meter reading' (both readings vary massively) . I was advised 'some suppliers use one while other's use the other' . I was also assured that both of the meter readings advance at the same rate. I previously worked for an energy company myself and I raised concerns that if GNE sent back the active meter reading to Scottish Power l will be met with a massive bill for the week or so l was with Scottish Power due to GNEs billing preferences.

I then exchanged numerous emails and got back jargon heavy replies assuring me there would be no issues and my concerns are 'raised with the relevant departments'.

It wasn't until December when I asked for a refund it was flagged up there were still issues. I got a reply stating there was 'a negative consumption' with my electric readings when they were still advancing normally...

After numerous attempts to contact GNE by email and long holds when I tried to call l eventually got through to someone who told me that there has been a dispute raised since July 2020 with my opening readings. I was advised this is the reason my bills were not being produced and the reason GNE would not refund my credit. At this point I was assured a compliant would be raised and l would hear back 'within 7 days'.

Green Network Energy seem to be more active at dealing with complaints on here than complaints raised with them directly hence leaving this review. I have lost all faith at this point and have sent numerous emails and made multiple phonecalls with no resolution.

I will be switching as soon as my tariff runs out and I won't be coming back even if they're the cheapest in future.

Switched to them automatically through 'Look after my bills' and not had a single problem.
Submitting meter readings via their website (you receive a link via email) has proved easy.
I have not tried their app as I do not need another app cluttering my phone for a service that is 'pay and forget' knowing that I will be switched automatically if a better priced deal comes along.

Joined GNE 2+ years ago from recommendation on Martin Lewis MSE website.
Left last year because of their inability to record telephoned meter reading accurately. (Online system rejected gas figure, as lower than GNE estimate.)
Problems since 'leaving'
1. Further month's DD taken, although we're now in contract with another supplier - TWO companies paid for Jan 2021.
2. No final bill.
3. No refund of overpayments.
Having inverted last two digits for gas reading from 59 to 95, plus taking an extra DD makes us considerably out of pocket during this stressful Covid-19 time.
GNE state it's a software problem which will take some WEEKS to fix...
Added 1 Feb 2021
Had NO idea this company had folded when I put review on. On basis of our existence they deserved to go.
Now to attempt to get money GNE appropriated back from EDF...

The signposted Twitter account doesn’t exist. The website login process is the seventh circle of hell. Sure, you can call them to give your opening meter readings... if you can find the number. Terrible service so far - and my account only opens today!

Really difficult to get a final bill which I needed it, to see why the amount came so high and then to be able to pay it.
So many questions for identifying it was me, just slow and sometimes hard to comunicate.

Dear Green Network Energy,
RE: GNE 200528141
Complaint number: 01876786

I wish to express my gratitude to one of your managers by the name of Micheal who I found to be very professional and who had a really good insight in my particular utility issue and was able to resolve my problem. I think you have done extremely well for this man to be working for your company and I pay him my full respect. These 5 stars I have allocated are for the service and support he gave to me.

Kind regards,

Gerard Kennedy

I've switched between a few energy companies over the years and in terms of customer service. Green Network Energy is by far the best I've dealt with. As an existing customer, I've never had to wait more than a couple of minutes to get through to speak to someone, and the people I've dealt with have all been really polite and helpful. I like the simplicity of the website too!

Good prices but have left them and they double charged me for my final bill and have been on the phone 📲 to them constantly enquiring about my refund and got lied to over and over again that your money is getting refunded give us a maxamium of 10 days I’m still waiting it’s like trying to get blood out a stone but if I owed them money they’d be up at my front door so if your taking them on you have been warned

This was an account set up by tenants of mine who left the property last year. Since then I have submitted meter readings and asked for an accurate bill, so that I can make a payment.
They now cannot talk to me because the address on the account is marginally different to the one I tell them. This was not a problem when I submitted the meter readings.
I have given them the exact corespondent address but that is not enough. When I pointed out that I was giving them the correct address for the property where the bill was, they said it was slightly wrong. Slightly wrong? Nor could they tell me what was slightly wrong or in fact anything.
But they would take a payment. But they could not put it to the account, tell me how much it should be for or anything.
When I asked to speak to someone, they could not do that as I had not passed security.
The depths of their incompetence and general inability to be useful is staggering.
Now the bill has been passed to a collection agency again I am disputing this bill.

****Updated. Literally an hour after writing this, I received an updated bill. I still cannot get into the account or talk to someone about it but I have at least paid the amount owing. My next job is to see if the details can be updated or amended so I can actually manage it. Still not happy with the fact I cannot get into the account. ***

Not impressed. Wish I had not switched to them. They make you call to do some simple tasks even when they say themselves they are struggling to take calls as staff are working remotely. All other energy companies I've used have been able to deal with all queries via email. Then after calling and making changes they were unable to confirm changes by email or post. Totally unprofessional as I have no record of the change.

I have sent the account details so you can trace the details.

AVOID THIS COMPANY.
We have had issues with our bills and meter readings since February 2020. Almost a year. And still today, even after opening a case with the Ombudsman, nothing has been resolved.
Their customer service is appalling. I have honestly never dealt with a company like it.
You could phone 5 times in one day and each person would tell you something different.
There is ZERO communication between themselves.
I have never had a bad word to say about a utility company before now.
I can't wait to leave. That's if they ever sort out one of the issues that is stopping me from giving closing meter readings!

On 9th January 2021 I received a letter from them about an overdue payment on the account which was assigned to my property. The account has been assigned to the property I bought last year

The graphical appearance of the letter didn't indicate any urgent matter therefore it didn't occur to me that the letter was referring to an unsettled balance of £115.04 on my property. As soon as I opened the letter on 14 Jan I realised the problem On the same day I called your customer service to resolve the issue and to rise my concerns related to the overdue payment. I made a similar phone call to the customer services again on 19 Jan. During both conversations I was trying to find out why the company is trying to charge me £115.04 and why the payment is overdue. I should point out that I am not their customer nor I have ever been one. After both phone calls and after a conversation with my current energy supplier I realised where the problem came from and I decided to call them again on the 20 Jan to make a payment. I couldn't get through to any of our agents. I made another phone call on Friday the 22nd. Unfortunately the agent informed me that your payment system was out of order on that day and on the day before. I was advised to make another phone call on Monday the 25th in order to make a payment. I shall point out that on two occasions, on the 19th and 22nd I specificity asked their agents to inform their company that I am in the middle of resolving this dispute and once I find out where the problem came from I would be willing to make a payment. On 19th Jan I was even advices by one of their agents to get in touch with my current energy supplier. As I was informed during this conversation the problem could have appeared due to incorrect initial meters readings which their received from my current supplier.
However, despite my attempts to resolve the issue and to make the payment, on Saturday the 23rd I have received another letter from them. The letter is dated on 19 Jan 2021. Which means that their issued the letter after I got in touch with them and after I informed them that I want to settle the account and resolve the dispute. This time they informed me that they would put additional penalty of £15.00 on to the account. What is more the letter informs me that they are in a process of passing the debt into the Collection Agency. It occurs to me that not only they don't want to give me any chance to thoroughly investigate the problem of the overdue payment which their letters refers to, but they made an arbitrary decision to penalise me with additional £15.00 despite my clear communication with them and after I followed advices of their agents.

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.