My mother has to wait until she is off supply before Boost Energy will replace the meter?
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?
