Mijn Klacht:
1.Signup problem on their website, account details not recognized, errors, freezes and you can’t submit or do anything there.
2. Wrongly billed for my energy usage, Even though, I gave it to their customer services the correct meters several time, still no help or answer. To even make it worse, their customer service admitted that i will probably get money back, there did not change it and proceeded to charge me for the false open amounts.
3. Terrible customer service, terrible internal communication and unprofessional employees.
to avoid extra charges, I made an arrangement to pay 30 euro per month monthly bill of 93 euro until they sort my readings out. I was informed that 30 euro was not enough and was forced to accept to pay a higher amount of 46 euro plus the new monthly bill that was calculated based on wrong energy usage which is 93 euro/month. Even though, I did not agree to it, i had to pay it just to avoid their extra charges until i get back to the Netherlands. I requested from them to send me an email with any developments. Instead of ation email, I received reminders that i still had to pay the monthly bill and annual usage. shocked and confused, I called them to inform them that i have made an arrangement twice and that I already paid for December 2020 and January 2021 plus the agreed upon annual usage amount. They ed that they received those amounts but they don’t have a record of the payment arrangement so they will look into and let me know. I did not get any reply and when i called, got transferred to different customer service employees and in every time, I had to explain the situation over and over again but there was no solution offered. I called several times, still no help and now, they are denying that i had an arrangement and said the paid amount went directly to pay the end amount of the annual usage so December and January monthly fees are open you got extra charges.
This is taking too long for no reason and it is really frustrating. I tried to submit an official complaint on their website when i got back explaining the situation, but they told me they cant answer complaint summited in different languages other than Dutch and asked me to contact their customer services to solve this. Like what the ….? This is really unprofessional and very frustrating, why would you take international clients if you cant offer support in English?
To add insult to injuries, they keep on transferring you to different employees/departments, put you on hold for a really long time or just hang up on you. The customer service employees of Eneco are very incompetent and they will try to blame you for their mistakes because they don’t want to get blamed and get fired for it. So, they would rather deny it and make you pay for their mistakes.
They are forcing me to make a new payment arrangement because they don’t want to validate the previous one Knowing my reading were wrong thus my new monthly bill were wrong and i most likely overpaid them. However, here where things get even more crazy, they told me that i don’t have another option but to make this payment arrangement otherwise they will charge me extra fees again. But, in order to make this arrangement, I have to contact a company called Certin because they have my file .I called the company and they told me they don’t even have my file and i was not the only one who got forwarded to this company by Eneco. Confused and frustrated, I contacted Eneco again and they acted surprised that they said that, but offered me to forward me to a different department where they can help me. Again, no help, put on hold for long time or just hanged up on me. I was promised that an employee will get back to me this week about my case but instead i was called by another employee asking me to make a new payment arrangement but when i asked for update, they said its not their department and i have to call the customer service then. Called the customer service again but again, same story, no update, put on hold and hanged up on. called back, sorry, we can’t help you and transferred me to a different employee who transferred me to a different company which they can’t not disclose the name of or the reasons behind the transfer. I told them if this doesn’t get solved this week, i will cancel my contract but they did not care and today was my last straw and i am really tired of this so I decided to submit my complaint here.
At this point, to say I am angry is an understatement because Eneco employees would rather lose you as a customer instead of having to admit their mistakes or help you properly. The company down fall will be because of their terrible internal communication and terrible customer services including their terrible website.
Gewenste Oplossing:
1.They need to hold their employees accountable for their mistakes
2. The first two payment arrangement should be fixed regarding the jaar nota, I paid 30 euro in December and 46 euro in January. Also, the monthly energy bill for December and January were paid and that needs to be fixed in their system. So, the total amount paid for December was 9330 123 euro which was paid 2nd of December and for January 9346 139 euro which was paid 29th of December 2020.
3.Extra fee charged is not valid and I should not be charged because of the mistakes made by your customer service employee.
4. I need to receive a written update about my case via email which states the correct numbers Jaarnota, subtract the payment i already made to Eneco and refund me the difference.
5,Cancel my contract, I cant not deal with your customer service anymore.
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