This issue ran for over 15 months and was one of the most frustrating customer service experiences I have ever dealt with.
I had a long-running billing dispute involving incorrect meter readings, incorrect meter allocation, and an incorrect address. Despite repeatedly providing clear evidence, I was forced to re-send emails and documentation countless times, spend nearly 30 hours on the phone, and exchange over 40 emails. I was repeatedly referred back and forth between Wave and their debt recovery team, neither of whom would take ownership of resolving the issue.
At one point, despite the dispute being well documented, the matter escalated to debt recovery, which was extremely stressful and unacceptable. I was seriously considering taking the case to the Ombudsman just to get it resolved.
The only reason this review is five stars is Laurissa. Once she became involved, she actually read the history, understood the evidence, took ownership of the problem, and resolved it properly. The account was finally corrected and closed at £0.00, allowing me to move on after more than a year of unnecessary stress.
Laurissa was professional, proactive, and effective, everything that had been missing from the process up to that point. Without her intervention, I have no doubt this would still be unresolved.
Gary
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