irenlucegas.it

Frustrating Utility Contract Transfer Experience

I contacted the company to start my utility contract transfer. I was told I would receive the required documents the next day since “the person in charge” finishes at 2 p.m.—seemingly there’s only one person handling this. What followed was a series of frustrating events. Call 1: The representative said my case “went wrong” and hung up. Call 2: I spent over 20 minutes on the line while the operator claimed they had “escalated” the contract sending and gave me several reference codes for future calls to supposedly make accessing my file easier. Call 3: When I quoted those codes, I was informed they were irrelevant and I needed different information. I was then told my contract had been sent to the wrong email address, despite the company having my correct one from prior communications. This isn’t just a minor issue; it reflects a systemic problem: inconsistent information, lack of accountability, and disregard for the customer's time. I had to repeatedly follow up just to correct their errors. If this is how they manage a simple transfer, I can only imagine the chaos with more urgent matters.

Date of experience: Jan 09, 2026

Disorganized and Unresponsive Service

I reached out to the company to initiate a utility contract transfer. They assured me I would receive the necessary documents the next day because “the person in charge” only works until 2 p.m.—apparently there’s just one person for this task. The following day was a complete mess. Call 1: The representative told me my case “went wrong” and hung up. Call 2: I spent over 20 minutes on the phone while the operator claimed they had “escalated” the contract sending, giving me several reference codes for future calls to supposedly simplify access to my file. Call 3: When I used those codes, I was told they were useless and needed different information. I then learned that my contract had been sent to the wrong email address, despite the company having my correct one from previous communications. This is not just a minor hiccup; it shows a systemic failure: inconsistent information, no accountability, and a lack of respect for the customer's time. I had to chase them through multiple calls just to fix their mistakes. If this is how they handle a simple transfer, I shudder to think what happens with urgent issues.

Date of experience: Jan 09, 2026

Well-Trained and Helpful Representatives

The representatives were well-trained and very helpful.

Date of experience: Dec 13, 2025

Excellent Service

The service provided was excellent.

Date of experience: Dec 12, 2025

Great and Useful Service

Date of experience: Nov 20, 2025

Immediate and Professional Assistance

I received immediate and very professional assistance. I appreciate the patience and great help provided.

Date of experience: Nov 13, 2025

Helpful and Patient Operator

Customer service was good, and the operator was very helpful. She was patient with her work.

Date of experience: Nov 12, 2025

Friendly and Professional Interaction

I encountered a kind and polite person who was precise in their work, and I am grateful for their clarifications.

Date of experience: Nov 07, 2025

Difficult Experience for Non-Italian Speakers

I recently signed up for a utility contract through a service. Their support was good and in English, making the initial process smooth. However, once the contract was handed over to the company, my experience changed drastically. They called to confirm the contract, but every time I answered in English, the call was disconnected. On one occasion, an agent spoke to me only in Italian and hung up without explanation. I also sent an email in English detailing my issue but received no response. This makes it nearly impossible for expats who are not fluent in Italian. Additionally, I noticed that my ID copy, which I had securely uploaded, was later sent back to me through an unsecured email, raising concerns about data protection.

Date of experience: Oct 07, 2025

Kind and Knowledgeable Support

The representative was very kind and knowledgeable.

Date of experience: Oct 04, 2025