Mijn Klacht:
Dear Energiedirect Team,
I am writing to express my deep dissatisfaction with the handling of my energy account for 2023 and 2024, as well as the unprofessional and unhelpful response I received when trying to resolve this matter through your customer service.
To begin with, I have serious concerns about the billing discrepancies and lack of transparency in your calculations:
2023 Payment Details
I initially paid €250 for one month, followed by €178 for three months.
Per your suggestion, I lowered my payment to €98 for three months, after which you sent me invoices of €0 for five months due to overpayment.
However, when the annual reading came, I was informed that I owed you €83. This calculation is baffling and contradicts the payments I made, which totaled €1,161 for the year.
2024 Payment Details
I paid a consistent €138 per month for 12 months, amounting to €1,656.
Despite using less energy this year, I was informed through the annual reading that I would only be refunded €99.
The explanation provided by your customer service—that costs increased as of January 1, 2024—does not justify a €500 difference compared to 2023.
When I requested a detailed breakdown of the increased costs, your agent failed to provide any proof, citing that it was not possible. I was eventually told the information was available in my account under my contract. Upon checking, there were no such details, leaving me without clarity or transparency regarding your pricing.
Customer Service Experience
The agent admitted to handling 10 chats simultaneously, which resulted in delayed responses and subpar service.
Despite my persistence in asking for proper documentation, the agent abruptly ended the chat without notifying me.
I saved the chat history as evidence and noted the lack of resolution or professionalism in your responses.
Conclusion
I feel that Energiedirect has failed to uphold basic principles of transparency, fairness, and customer care. I believe I have been overcharged in 2024 without justification, and the handling of my concerns has only added to my frustration.
Given these issues, I am formally requesting:
A detailed and transparent breakdown of my 2024 billing, including rates and proof of the claimed increase in costs.
An explanation for the discrepancies in my 2023 and 2024 payments versus usage.
A review of your customer service practices, as my experience was unprofessional and inadequate.
If I do not receive a satisfactory response, I will escalate this matter further by filing a complaint with the Disputes Committee for Energy. I also plan to share my experience on additional public platforms to ensure other customers are aware of these practices.
I hope you will treat this matter with the seriousness it deserves and take immediate steps to address my concerns.
Sincerely,
Ana
Gewenste Oplossing:
1. Recalculate my annual statement for 2024 and pay me the correct refund amount based on the €1,656 I paid and my actual energy usage.
2. Provide a clear and detailed breakdown of the rates and costs for 2024, including proof of the claimed price increase. If the government rate increase is part of their justification, I demand transparent evidence of this, as it feels like Energiedirect is using this as an excuse to overcharge customers without accountability.
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