| I had some real problems with Powergen a while back...
We had months of letters addressed to someone who doesn't live here and never did as we bought this house as a new build. I got fed up with sending them back "Return To Sender" and ended up binning them instead - it's illegal to open mail that's addressed to someone else, remember! Then they turned into Bailiff notices so I opened one and phoned them to complain.
I got through to the call centre in India and someone who didn't have a clue what was going on, who put me through to another person who gave me a different number. I then got through to "Rebecca" in the home moving team who managed to tie the loose ends together after much investigating.
She tried to explain what had happened using a "scenario". Each time she tried to explain this scenario, it started with "you notify us that you're moving" so I kept butting in with "but I'm not moving" to which she'd say "but in this scenario you are" and I'd say "but I'm not, so your scenario isn't correct" so she'd say "but a letter gets sent saying you are moving" so I'd butt in saying "but I didn't send you a letter..." etc etc. This went on for some time.
She finally started getting irate at which point I reminded her that I wasn't the one at fault as I wasn't moving. She finally agreed to credit 20 quid to our account for the hassle (and approx an hour on the phone) and to send out a new bill in the right name.
We got the bill a week later but no 20 quid credit.
I phoned them back to ask why and their "records" showed no such note on the account. I suggested that they could simply ask the rep who had spoken to me, as I'm sure she would remember, only to be told that their system doesn't log who spoke to me, which I had to point out as being "fcuking useless".
I then got through to a manager who basically called me a liar over the 20 quid credit, at which point I mentioned that I had called them from work and all our calls were recorded by law and would he like a copy of the call.
I got the 20 quid credit and switched to London Electric.  |