6 jaren geleden - Ik heb een email gestuurd naar EnergieDirect over deze klacht.

6 jaren geleden - Thank you for questioning! To be fair a correction of the meterreading is possible. You have given us the electricity reading but not the gas readings. To be precise, we dont have a picture. You only had a personal estimate but this is invalid. Please provide us with the gasreading of today. Based on the current reading, a different kind of estimation possible. This will be based on you own usage. Once we have that, we can make the correction. So please provide it as quickly as you can. As of now, the contract is terminated due to bills that are not paid as of yet. We will discuss the possibilities once the correction is made. Kind regards, Webcare Energiedirect.nl

6 jaren geleden - Hello, I was happy to communicate with you but again another colleague of yours (that does not seem to know anything about the case) has answered me with completely wrong statements. It seems like your colleagues from customer service and finance do not have any overview of the running cases, do you not have a Zendesk or similar system so you can give consistent communication to your customers? I will post on here again the message I have sent in my email, so at least you are aware of the status and can act competently. To whom it may concern: It is again with shock that I receive another message from Energiedirect that does seem to ignore my arguments on purpose, or to then use them in a way that suits its interests – rathar than accept them for what they are. Furthermore, I am again witnessing the complete lack of internal communication amongst co-workers of your business. In a nutshell: I disagree to the termination of the contract, as there are no legal grounds for it from your side. I disagree with your arguments, as they are wrong. I disagree with this bill and do not accept it due to what I stated in my very many messages to you and also due to the points above. To clarify: You state that I did not send over our meter readings in January 2018. This is not correct, I did in fact send them over but it was due to a system fault of your own that I was not able to transmit them. After I complained in writing, I have written ation by your business from 23 of January 2018 that I have tried to send them over but that you did not accept them. Hence if any calculation (of both monthly payments and end of year final billing) was done wrongly, this is due to the fault of Energiedirect. To now try to make me pay for your business unprofessionalism and mess is unnaceptable and outrageous and I do insist on a reasonable bill that reflects both your mistake and our real consumption. You state correctly that you are our suppliers of gas and energy from 2nd of January 2018 onwards, still you try to charge for a period that you were not supplying us. I do not understand that, as it is not logical and has no legal grounds and hence I do refuse to accept being billed by you for this period. Furthermore this does only what I try to tell you for so many times: That you supplied us much less energy and gas than you are trying to charge for! You state that you want to terminate the contract with us. I do not agree to a termination of the contract unless it comes with a financial compensation for all the hazzle you caused us, compensation for any damages and losses incurred due to not having a contract with you (I have three children below the age of four!) and a complete pardon of the bill you are trying to charge us for. What I want from you: I did send you all our meter readings again recently, including picture evidence. Three (3) of your colleagues told me that I will have my bill re-calculated to reflect our real life consumption with you. Please refer to them and come back with this bill as was promised and agreed on in writing with your business. If you do not come back to me within five working days from today onwards, I will hand over this matter to my lawyers in the Netherlands.

6 jaren geleden - Deze klacht is zojuist door EnergieDirect in behandeling genomen

6 jaren geleden - We hebben bericht ontvangen dat EnergieDirect een oplossing geplaatst heeft bij deze klacht

6 jaren geleden - Goodafternoon, I understand it's a difficult situation and that you don't agree with how things are going right now. Unfortunately in this case, this is not up to you. We explained the situation a few times and offered you a payment plan. We've noted your protest, but we can't help you in the way that you want. There are certain rules between energy companies about shiftedcalculated usage. There is only a certain amount of time to correct usage with the old supplier. If it's too late to correct, you'll have to pay the 'old' usage with your current supplier. These are rules we have to follow. Only in very exceptional cases we can correct an old usage, but we do need pictures from the correct date. If we don't have the correct pictures from january 2018, we can't correct the invoice. It's just not possible. You state it yourself, that you unfortunately do not have this picturesreadings anymore. The usage on the yearly invoice is more than you would normally have in one year, because the previous meter readings were calculated. You didn't pay enough with you previous supplier. They did not charge enough usage, because they did not receive meter readings. They were calculated too low. I understand that you tried to supply the meter readings online in january 2018, but you did not succeed because of a warning about the usage. You can click through in this case, but I can imagine this is difficult to understand when you're not familiar with the form. We can't change anything about this right now. At the time we did not receive the meter readings via e-mail of telephone, so we can only come to an agreement right now. Did you check your old invoices? You can probably see that you paid a very small amount in the past and didn't 'use' a lot because of meter readings which were calculated too low. Maybe you even got some money back. I think you can understand that right now you will have to pay for the energy you did use in the past, but did not pay for. I want to prevent it from getting worse (third party), so I have to be clear about this. I can understand it's a lot to pay at once, so we do want to offer you a payment plan. We want to help you pay the outstanding costs in terms. If you want a payment plan for the outstanding amount please contact us personally via facebook, twitter, 0900-3347328 or [email protected]. Webcare energiedirect.nl