I received a text message from you this morning, stating you had changed the appointment for my meter exchange without consulting myself. When I called I reached the overseas team, which I had to complain about a few weeks ago, which resulted in a deadlock letter being issued, because the complaint handler in the UK, told me that I had to believe her and when I challenged her about what she had said, she said that i misunderstood what ahe had said. I asked for my complaint to be passed to someone else, which she agreed only to issue the deadlock notice the same day.
The advisor on the over seas team told me that my appointment was changed to be convenient for Utilita but you failed to ask if it was convenient for me. The appointment was changed to a date and time that was suitable for myself. He then read his script and one part stated that the engineer needed full access to all my gas appliances.
I have social anxiety and I wanted to know why I had to let a stranger into my living space to give him access to all my gas appliances. The advisor said that the script didnt say that, and accused me of not understunderstanding him, when i pressed him further he said something entirely different and still didn't provide me with an answer. I called back to be told that the reason I had to give the engineer full access to all my gas appliances was simply technology and when I asked her to explain more, she said she had done that and ended the call. I called back again and the advisor,
yet again gave three different reasons for the access and accused me that I didn't understand what the line in the script said, then she went on to put words in my mouth, stating that I said that Utilita were going to be taking my gas cooker away. There's no point raising a fresh complaint because Utilita do not investigate any complaints against their staff members properly and if you ask for some else to deal with the complaint, they simply issue a deadlock notice, thinking that the customer won't want to go through the lengthy ombudsman complaint process.
I've been with Utilita for over 10 years and I was perfectly happy with them, but I'm now looking to change supplier to a company that offers better customer service than ive received over the past few weeks.
Oh by the way, I've gone to the Ombudsman and it's not that difficult, don't let the fear of it being complicated put anyone off tak8ng maters out of Utilita's hands stop you from holding this company to account.
The advisor on the over seas team told me that my appointment was changed to be convenient for Utilita but you failed to ask if it was convenient for me. The appointment was changed to a date and time that was suitable for myself. He then read his script and one part stated that the engineer needed full access to all my gas appliances.
I have social anxiety and I wanted to know why I had to let a stranger into my living space to give him access to all my gas appliances. The advisor said that the script didnt say that, and accused me of not understunderstanding him, when i pressed him further he said something entirely different and still didn't provide me with an answer. I called back to be told that the reason I had to give the engineer full access to all my gas appliances was simply technology and when I asked her to explain more, she said she had done that and ended the call. I called back again and the advisor,
yet again gave three different reasons for the access and accused me that I didn't understand what the line in the script said, then she went on to put words in my mouth, stating that I said that Utilita were going to be taking my gas cooker away. There's no point raising a fresh complaint because Utilita do not investigate any complaints against their staff members properly and if you ask for some else to deal with the complaint, they simply issue a deadlock notice, thinking that the customer won't want to go through the lengthy ombudsman complaint process.
I've been with Utilita for over 10 years and I was perfectly happy with them, but I'm now looking to change supplier to a company that offers better customer service than ive received over the past few weeks.
Oh by the way, I've gone to the Ombudsman and it's not that difficult, don't let the fear of it being complicated put anyone off tak8ng maters out of Utilita's hands stop you from holding this company to account.
