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Various problems - wrong price plan, delay in connection, direct debit not set up...

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  • 19-11-2012 11:01am
    #1
    Thirdfox
    Registered Users Posts: 7,110 ✭✭✭


    Dear Sir/Madam,

    I am quite frustrated at how my switch over to electric ireland has gone over the last few months:

    Background: I switched after purchasing my house to the dualsaver plan for electricity and gas. However EI then delayed the gas switch by 3-4 months and after multiple phone calls trying to resolve the issue I have only just started getting the gas from EI.

    Problems:

    1. I have just discovered I am not on the dualsaver price plan for either my electricity or gas - thus I have been over billed for my electricity price for the past few months (when I should have been getting a 14% discount for electricity and 6% discount for my gas).

    2. My gas direct debit has not been set up - which makes no sense as my electricity direct debit is set up and I switched to EI on a dualsaver plan. In fact on my current gas bill it states I have arrears on my account - I had assumed that the direct debit would have paid this automatically when I set up my account with EI 6 months ago. This also means that I did not get any direct debit discount on top of what was due to me from the dualsaver discount.

    3. I had been getting mail sent to my address, with my name but a different property being billed for (which raises legal issues but I was able to sort out after multiple phone calls to EI customer service).


    I am really very angry that it has been more than half a year now after I switched to EI and they still have issues with billing and plans.

    I have tried phone calls before but it seems like they are only partially effective in solving my problem. I just want to get this issue resolved as soon as possible.


Comments

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    #2
    EI: Una
    Closed Accounts Posts: 1,585 ✭✭✭EI: Una


    Hi Thirdfox,

    Sorry to read that you are having an unhappy customer experience.

    Do private message me one of your Electric Ireland account numbers and your name/address in full as they appear on your account, as well as your date of birth. Once I have those details, I will commence investigation immediately.

    Regards,
    Una


  • Options
    #3
    EI: Una
    Closed Accounts Posts: 1,585 ✭✭✭EI: Una


    Query resolved for Thirdfox.

    Regards,
    Una


  • Options
    #4
    Thirdfox
    Registered Users Posts: 7,110 ✭✭✭Thirdfox


    Can confirm that the query was resolved (hopefully!)

    Una was very good in responding to queries and I'll be sure to use this avenue to solve any issues I may have in the future.

    Kind regards,

    Third


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