Has anyone had the below happen to them? And will this ever be resolved?
(it feels like this will never be resolved from what I’ve seen so far)
The Beginning:
This situation all began almost a month ago (my app hasn’t updated since 11/10/2022) because I could not top up the electric and gas meters, I have tried several times (on different cards) and each time my payments were declined, however my money was taken for 5-7 working days each time before being returned to my bank account. And because of the poor customer service and dropped calls over the last 2 weeks (to avoid an emergency situation), my vulnerable mother was left without electricity on Monday (07/11/2022), which caused her ‘lifeline’ to send out an emergency alert.
This Week’s Highlights (there is so much more I could say):
- Dropped calls by the Complaints & Resolution Team (overall, I’ve had my call dropped by the majority of advisers I’ve spoken to, even when I’ve asked to be called back)
- Every adviser / call has told me there’s a different problem, requires different info, different teams involved; with lengthening apparent solution timescales in each call; 24-48 hours, then 3-5 days, then 5 days
- 9+ hours on the phone (not including time spent in web chat, on twitter, emails sent); and I’ve already sent emails to complaints@ovoenergy.com and complaints@boostpower.co.uk with no response.
- Engineer sent out to change meters, but apparently these still cannot connect to the system so I cannot top-up her meters and was told we must wait for them to run below £1 for another engineer to fix them
All I want to be able to do is top up the meters and see the credit on my app so I can ensure my mum is safe (her lifeline is working) and warm; is that too much to ask?