Review Time
Very bad phone call to try and get electric and gas cards not even received and we gone live today for the change over the man that man said on changing over we have no hassle it's been hassle and no hope stressed avoid this as now no electric and gas with kids and disabled
Let down by customer service had solar panels fitted managed to speak to an adviser told them I am not too good with emails sent me a form to complete via txt message it wouldn't let me fill it in finally got to speak to someone on the live chat after a totally useless exchange with a chat bot said they weren't trained in solar panels gave me a phone number said it opened at 8 am I rang only to be told they opened at 9 pm poor all round customer service
I attempted to call and navigate the confusing menu but ended up at a dead end with no option to reach a representative, just silence. I tried again, selected different options, and managed to get connected, only to be disconnected without any callback. I called again, got through but only heard the sounds of the call center. This cycle continued until I finally spoke to a kind representative who made several attempts to connect me, but she faced the same issues and expressed her frustration, saying, 'I'm sorry, they're just not answering or they just hang up. That's terrible.' She was absolutely right.
I am still waiting for the promised warm discount payment that was supposed to arrive last week, but it hasn't come yet. I've never been in debt or asked for assistance, and the customer service is lacking. When I finally manage to speak to someone, they often hang up on me. I was informed that my payment would arrive by January 8th, but it is still missing. As a disabled individual, I need this to keep my home warm.
I contacted the service multiple times regarding a £150 payment, expecting it to arrive on Wednesday, but it never did. I was told it would be cleared from the government funds, yet only my £19.40 debt was cleared. They are holding onto the rest, and it seems unlikely that I will receive it. I've contacted the ombudsman with all the evidence. This company is failing its customers by keeping money meant for them. After years of loyalty, I feel mistreated and plan to leave as soon as this issue is resolved. The meter readings are inconsistent, making me believe I'm being charged more. This company seems only interested in profit, not customer care.
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