Rita

Jan 18, 2021

Stay well away from these scam artists!!

4 years I have been with this company, both for gas and electricity to receive an affinity discount. Each year a customer representative called to offer a new and better affinity discount bar last year (2020). I got a very expensive bill right before Christmas and upon further inspection of my bill, they had taken my affinity discount off my account. Right before Christmas and during a pandemic, absolutely no shame!! Appalling behaviour. I emailed the complaints department (Ellen) who admitted that someone from their customer service department should have gotten into contact about a better affinity discount, they admitted it was a mistake on their end. Ellen, the customer complaints agent, said that she would give me the new discount after I paid my gigantic bill. I cut off my direct debit and told her I would not pay it until a discount is applied to it or I would switch providers and not pay the bill at all.. you either want me as a customer or not?? Straight away she offered to reinstate my affinity discount to the outstanding bill and any bills going forward. However, after looking at their website, they offer a higher discount to new customers? What ever happened to customer retention?? A customer representative called a few days later to ask for permission to reinstate my direct debit, which he said he would do. He didn't. I received an email that my direct debit failed and that I had an outstanding charge. I emailed Ellen again, very annoyed at this point, and explained what happened and she claimed that she would follow up with the agent in question. Whilst she did that, I paid for my bill manually online. Ellen then proceeded to lie and tell me that my bill has been paid and that the customer agent had set up my direct debit, blatantly lying as I had paid for it myself, which I told her in an email which was included in an email with my response to which she ignored completely. The next month I get another email to say my direct debit has not gone through. Once again, I contacted customer service to explain that the customer agent said he would reinstate the direct debit and never did Once again, my email was completely ignored. Not only did this company try and scam me out of a lot of money but they are liars and are incompetent to do their jobs, especially Ellen, who is supposed to be in charge of the complaints department, who through my experience does not care about customer resolutions whatsoever. The only thing they care about is gaining new customers, customer retention is not their priority. A bunch of incompetent, unhelpful scammers. Will not be renewing my contract at the end of the year and will advise friends and family to do the same. STAY AWAY FROM THIS COMPANY!!