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Bord Gais Energy - switch FAIL

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  • 04-07-2017 9:27am
    #1
    ste
    Registered Users Posts: 574 ✭✭✭


    1. On 15 June I completed online forms on Bord Gais website to change dual fuel to them (from current provider who are more expensive). I received confirmation email from them the same day. Today, 4 July, I still have not been changed and provided with no update.

    2. The 15 June email states that "We'll call you within 3 working days to book your appointment for Hive Active Heating" - This never happened and still hasn't.

    3. On 22 June I sent follow up email, copying original email, to their support team. I received a response from a named rep to say unless I provide the address on my account and my Bord Gais Energy account number, they cannot help me. I replied and said basically that I don't have an account yet, that was the point of the original email.

    4. On 24 June I receive an email saying expect a callback between 10-11am Monday. I received a call Monday at 10am (26 June) where no sound came down the line. I spoke for a couple of minutes and gave up. I do not know if this was Bord Gais, but I expect it was.

    5. On 26 June I called them directly as I hadn't received the expected call back and I was a bit fed up. I spoke to a customer service rep who said it looked like my account was in process. He told me it should be setup in 24-48 hours. I decided I'd give them the benefit of the doubt.

    6. On 4 July, having had zero communication on the issue since 26 June, I call them. I get through to a customer service rep who tells me it's in process according to his system but he can't get more details. He'll need to transfer me to someone else who has a better system to see more details. I think during the transfer process they made a mistake. The result is they hung up on me. They haven't called me back.

    I will try them again now and put an urgent request in to cancel the transfer because it's a joke and I could not imagine dealing with their customer service if I had an active account.

    EDIT: Another effort just now where I rang them and while "attempting" to transfer me to the correct department the call dropped.


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