No resolution - having to go to the Ombudsman

[Planta genista]

Hi - sorry this is long.

After being a loyal customer with an energy company for over 10 years, with only a few blips now and then, I have hit a brick wall since my last tariff ended and the new one I chose began.

 

The problems, misinformation, errors, failure to correct errors, and confusion over the accounts piled in.

 

I had been dealing with it over the phone but the CS rep just was not making sure the agreed actions were actioned.

 

eg - gave her the meter readings for the change over which she said she had entered and agreed would be used, only to find the company used their own hugely reduced estimates so I was charged far more at the new higher prices.

 

More phone calls and agreed outcomes failed to resolve matters - the situation remained the same except for the meter readings being adjusted.

 

So I wrote to the Director of Customer Services Office - sent by RD. No response.

 

Sent another letter three weeks later to ask for a response. No response.

 

18 days later, sent the email to the office asking for a deadlock letter.

 

Found a very 'pushy' voicemail on my phone a couple of days later - exactly the kind of communication that I find very stressful as it's someone who just talks over your head and doesn't listen.

 

On Monday I received a letter from the same person and I was really annoyed with it because not only did he admit dropping my case, but he went on to muddle things further, failed to address the specific concerns, stated refunds had been made which simply do not show up on the statement, couldn't find whether another refund had been made, offered 60p extra as a result and then offered £20 broken down into £5 for not getting it right, £10 for phone calls and £5 for not responding promptly.

 

The worst thing was I had just 4 working days to respond or else he'd assume I was happy and close the case.

 

He took over 6 weeks and only responded when I emailed, and then he gave me just 4 days to reply. I could have been away and found the case closed whether I was happy or not.

 

Anyway, I responded in a letter detailing why I was not happy and what had not been resolved and why he had added further to the confusion and that I wanted the matter to be escalated to a senior manager for review.

 

I sent it by email as I had not time to get it in the post without incurring a lot of extra costs to get it there on time.

 

I received a reply by email that said he would escalate it but I had to phone him to discuss this. I was extremely unhappy as I had already made it clear I did not want to be having any more phone calls and I felt I was being manipulated by this person.

 

So I repeated that I had asked for it to be escalated and saw no reason why I should have to call him. This is the kind of person who you find working for DCAs - pushy, shoving, no respect for people and I am not upsetting my health by having phone calls that are just a means to intimidate a customer.

 

He suddenly emailed me to say that he would now send a deadlock letter and will not escalate the matter for a senior manger to decide.

 

So, sorry about this, my only experience with an Ombudsman other than the FOS, has been very damaging both in morale, outcomes, and failing to actually even follow their own agreed procedures - ie changing their mind in favour of the Telecoms company despite all the evidence supplied to show I had given more than enough time for the matter to be resolved.

 

I lost out considerably over that and it left me feeling very ripped off and allowing a company who were blatantly breaking the DSRs and contractual law to get away with it.

 

So, as I am now being pushed to go the Ombudsman route, which will cause me more outlay and stress (I'm on pension credit as I don't get the full pension as well as being disabled so mobility is an issue) how do I go about making sure I present my case so that it doesn't get chucked out again, and, in anyone's opinion, am I likely to be awarded more for their repeated failures to sort things out than the £20.60, and, is the Ombudsman likely to address the other issues I have raised about their billing and changes to the agreed contract?

 

Hope you're all still awake.

 

[citizenB]

You might want to write one more letter - mark it "Formal Complaint" and send it to their Head office.

 

You should point out that the person you have been dealing with has refused to escalate your complaint to a senior manager, although letters sent to the Director of Customer Service, whilst signed for, still remain unanswered. That you would like a response or deadlock letter within 14 days, failing which you will be escalating to the Ombudsman without further notice.

 

Which Energy company is this ?

[Planta genista]

E.ON

 

I am not being given the opportunity to write higher up the chain and my letters have been marked as a complaint - well actually the complaint has been opened by them since April. This guy is just deciding that he's going to send the deadlock letter anyway so presumably, once that has happened, no-one will deal with it at E.ON any more.

 

But my question about how to deal with the Ombudsman is what worries me. I was hoping when I first emailed that it would prompt E.ON to respond to all my concerns, give me clear information about what they were doing, and frankly, not consider that 60p was compensation for one error, or that £5 for not getting it right was a genuine offer that showed they understood just how 'not right' they had got it.

 

What happens if the Ombudsman rejects my complaint or sides with the company?

[E.ON Company Rep: Malc]

Hi Planta genista

 

Sorry for the late reply. Only just spotted your thread.

 

I'm also sorry we haven't been able to resolve the issues you've raised to your satisfaction.

 

To reach deadlock, your account will certainly have gone high up the chain. If I might explain.

 

Advisors aren't allowed to issue deadlock letters independently. They have to go to senior management who will then discuss the issues involved with our Ombudsman Liaison Team. Only after an exhaustive review will this team agree to a deadlock letter being issued and it's they who do this, not the advisor.

 

Before issuing the letter, they'll check the correct escalation process has been followed and that there's nothing more we feel can be achieved by delaying further.

 

The deadlock letter will summarise our final offer and give advice on how to contact the Ombudsman. The Ombudsman service is free and independent and their decision is binding on us.

 

Decisions to go to deadlock aren't taken lightly and must always involve senior management.

 

Hope this explains what happens in a deadlock situation.

 

Malc

[Planta genista]

Thank you for your input and explanation, Malc.

 

As it is, I've managed to achieve a resolution without the stress of involving the Ombudsman but with other assistance to mediate.

 

So I'll leave it at that, thank you.

[E.ON Company Rep: Malc]

Glad it's sorted Planta genista and many thanks for letting me know.

 

Malc