In a nutshell my complaint is that your organisation has caused me unnecessary concern...
GetHuman1047053's customer service issue with EDF Energy from August 2018
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The issue in GetHuman1047053's own words
In a nutshell my complaint is that your organisation has caused me unnecessary concern and inconvenience by your persistent failure to check details held on your computers before sending communications to me.**Towards the anniversary of renewing my contract with you in **** and **** you sent to me estimates of the following years consumption which, when you were contacted by me were reduced dramatically, simply because your IT system appears not to alert anyone in your organisation that the calculations being sent out to me were highly likely to be mis-calculations on your part, so, in effect you are relying on a ** y.o. customer to point out errors, which, in this day and age should surely be detected at your end before inconveniencing me! I have received a telephone apology for those errors, but your letter dated August **** headed ' You're moving onto our Standard(Variable) tariff' only compounds these earlier errors. This letter arrived on **rd August ****, more than FIVE WEEKS after I had telephoned your office and accepted the new fixed tariff offer.**Admittedly the letter states, 'If you've recently signed up to another fixed tariff with us you don't need to do anything else.'. but why on earth should I be put to the inconvenience of opening and reading a letter which ought not have been sent to me in the first place. Sixty years ago, long before computers were as effective as they are today I worked for the Electricity Board, and our standard 'reminder' letter then would inform customers, 'if you have paid this account within the past seven days please ignore this reminder'. In my view any present day company, particularly one which proudly boosts ( on the reverse of the reminder letter) 'EDF Energy was awarded the Best Value for Money Gas & Electricity Supplier of the Big Six' should be hanging it's head in shame for failing to check their records before sending out this anxiety-producing communication more than five weeks after I had agreed the new contract.**A further issue is that although there is ample space below the signature of the Customer Services Director on the front of the letter your note about how to make a complaint is on the reverse, the wording of which appears to discourage customers from using 'Chat' as it may be unavailable. On both occasions when I have attempted to make contact by telephone the recorded voice informed me that it would be at least ** minutes before I could expect my call to be answered, and my first attempt to use 'Chat' ended early by everything being wiped from my computer screen prematurely.**So, in summary, any significant organisation, and particularly one which takes such delight in recording on it's headed notepaper awards of excellence could and should be checking their records more thoroughly and improving their complaint channels to cause their their customers the absolute minimum of anxiety and inconvenience.**I feel certain that your organisation has the tools and staff to do that, and your failure to do so, in my view rests with those whose only real concern is profit, before customer service.**T. Last Customer number ************
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