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  1. Towards the end of April 2017, an agent working on behalf of Green Star Energy knocked at my elderly parents' door in order to sell their services and make them switch energy providers. My father, who answered the door, advised that he would be interested in finding out more and was advised that information would be sent to his address. This was the last he heard until he received a letter from his current energy provider EON around two weeks afterwards, advising his energy services would be moving to a new provider. He immediately called EON, as he didn't know who the purported new energy provider was! EON advised him that it was Pioneer, who after a bit of Googling we found out to be Green Star Energy. Unfortunately EON said they could not reverse this, as my parents had not requested to leave EON, and they advised they would have to speak to Green Star. My father then called Green Star who advised that if he wished to 'change his mind' he would need to pay a penalty of £50! Just to clarify again, he at no point requested to join them! I intervened and wrote to CEO, Joanne Thornton, on 8th May 2017 and was responded to by someone from the Customer Services department stating they couldn’t find my parents account under their name and address. And this is where this saga begins… I responded immediately with my parents’ meter serial number and a different Customers Services agent responded two days later with the following email: “I can see from the account that the supply did switch over to Green Star Energy on the 10/05/2017, we have raised an erroneous transfer for both the gas and electricity to be returned back to Eon. This process can take up to 12 weeks to complete fully, once completed it will be as if the supply never left Eon and no billing will come from Green Star Energy. I would like to apologise for any inconvenience this may have caused yourself and Mr & Mrs Fish and we will correct this as quickly as possible.” Problem resolved. Or not… After 12 weeks, EON still didn’t have the account back. In fact by October of 2017 the account was still with Green Star and one of their guys came round to read the meter! At the end of October I sent another email trying to ascertain what the hell was going on and based on their own timescales, we shouldn’t still be in this position – especially as my parents did not sign up to be with them! Five weeks later(!), I got this reply: “I am sorry to hear that you have been dissatisfied with the service that we have provided. Here at Green Star Energy we aim to deliver an excellent customer experience and we are always disappointed when we fall short of this ideal. I have attempted to contact you on 01/12/2017 in regards to your open complaint with Green Star Energy. I can confirm that the discussed account has finally be Erroneously Transferred Back to the previous supplier and the account is no longer active I apologies this has taken longer then expected, I hope this conformation constitutes as a resolution to your complaint.” So, according to Green Star, EON have the account again. Now bear in mind that in Green Star’s original email to me they stated that, “This process can take up to 12 weeks to complete fully, once completed it will be as if the supply never left Eon and no billing will come from Green Star Energy.”, imagine my parent’s surprise when a demand dropped on their mat, from Green Star, asking for payment of £650! No prior bill, nothing. I’ve reached the end of my tether with this company. Please can anyone help me as to what my options are to resolve this once and for all? My parents didn’t even sign up with this company! It’s appalling, and they are elderly and do not need this stress. Many thanks in advance!
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