Mijn Klacht:
The meter readings were sent to the company, as requested by mail, and also as a safety precaution, also on their own website via my login.
They still sent me an end of the year amount more than 7000 above what I reported and used.
I contacted their customer support by phone and was informed that I had to take pictures of my meter with a proof of date. I did as requested, took 2 pictures one with their own letter dated of January 1st and another with a Post Code Loterij letter dated of January 3rd, and on the same day (January 5th) sent it to their email address.
I got an auto-reply informing me of the incident number (Incident: 140103-004216) and also that I would get a reply within 2 working days. It didn’t happen.
I sent another email, informing that I was still waiting for a reply, on the 10th of January and still did not hear back from them.
I called today their customer service line because they have taken the money from my account, even after I reported everything in due time, and the agent told me I was misinformed by her colleague and that they do not need the photos, just need me to give the new updated readings of the meter.
I am now informed that it will take up to 10 weeks for the new calculation to be done and extra 2 weeks for me to get my money.
This is unacceptable.
Gewenste Oplossing:
I want my money as soon as possible.
I would also like this company to be more professional and to treat clients with the respect and consideration we deserve.
