Keeping ahead of the game. I wrote about it here . Fuel suppliers are an unloved necessity. I thought I had eventually got my totally frustrating fuel provider trained and I was swithering about whether to stay with them at the end of the contract.
I re-contracted and billing horrors renewed apace. The fuel provider went into seige mode. Online notice boards and review sites were buzzing with irate and unhappy customers. A few got to speak to an unhelpful operator after an hour or more. I waited fifty-nine minutes and forty-five minutes respectively, during one day. The company also switched off its auto-acknowledgment of emails. Thus, there was no way of communicating. This firm was in lock-down.
The Ombudsman Service (Energy) assured me the fuel provider was still trading, though one weary advisor said they were getting daily calls. That prompted me to put in a formal complaint. (The Ombudsman Service, provides a negotiation and remediation service). I have now had two complaints against this company found in my favour within a year.
Where am I now? The company have been able to complete two of the agreed remedies, the remainder, which would allow me to smoothly switch supplier without a contract exit penalty and within a specific period of time, are being frustrated. Why?
I started the switch process; it stopped because my gas meter was linked up to a different address on the industry’s main database for the gas supply !!! My current supplier is obliged to ‘update’ the industry database.
I’ve emailed the company. Their auto acknowledgment feature is switched on again. It tells you there is a ten day response time. Previously, it was five days. The Ombudsman Investigator has now got the case back.