I need to vent my anger at how Energy companies are.
Two different experiences, two company’s , before Christmas my card wouldn’t work in my gas meter I called E-On who organised to send me new cards then we realised it wasn’t the card it was the meter so I called them back my house by this time was freezing I’m diabetic and have other health issues plus I have 5 kids 4 of whom are disabled. E-On were brilliant they promised to have an engineer out within 3 hours with the promise of £30 if they did not attend in that time. The engineer came about an hour after calling and quickly got my gas back on brilliant customer service I was impressed.
I’ve been helping a friend in his 50’s over the Christmas period he has lots of health issues suffers with addictions and is very vulnerable! He lost his wallet with all his items in including his gas and electric cards. Both gas and electric had run out ,his house was that cold that the water in his sink had frozen up , his two dogs were what kept him warm . As soon as I was aware of his situation I offered to call the energy company this time Utilita well first I tried the online chat option on their website and for ages kept getting all agents busy so I decided to call them , after an hour and half someone finally answered the line wasn’t the best quality but was ok The call handler then put the phone down on me. So I called back had to go through it all again to be cut off after an hour of waiting .
I tried again the next day to keep getting cut off ….. it’s colder than it’s been in years , it gets dark early this man cannot heat his home , have the light on , cook food nothing And utilita do not answer. After 3 days of trying to get through someone finally answered they said they would send new cards and in the meantime put £20 on each meter.
We are now a week on and the cards have not arrived I don’t know how long the gas/electric will last and wonder how many more hours it will take to get through.
Shows how much a difference good customer service skills are and I’m afraid utilita fail big time .
It makes you wonder how may isolated vulnerable people are without gas and or electricity in cold times. New gas/leccy cards should be sent express delivery surely.