I am so frustrated with the level of competency and honesty that Electric Ireland Customer Service have provided me over the past 3 weeks. I have rung them 5 times, on the last 3 occasions, I have had long conversations with each agent, providing my bank details, being reassured "yes, it's on the system, you will have your money in 3-4 days". My last phone call was 45 minutes on 20th August, and I said to the agent " if I put the phone down now, what confidence do I have that you have put everything in place to progress the return of my money".
They essentially block you from talking to a supervisor, saying it would 'take too long to put you through, they are busy'.
I came on here on Friday, as I have found the company reps on Boards have often been very helpful. I posted a DM just before 8 am with the whole scenario, was asked to provide personal data for GDPR at 12.30pm, and at 5.30pm just before closing, was told by Una to ring Customer Services - they don't have my bank details!!
It's like Groundhog Day. Nobody acknowledges that I have provided the information 3 times already!!! Something isn't working. No one is taking ownership to even escalate to the next level up to find a resolution.
What is even the point of me ringing them tomorrow for the SIXTH time?
All customer queries on our social media channels (Boards.ie, Facebook, Twitter) go into a queue, and we respond to them as soon as possible. It can take a matter of hours, however we nearly always reply on the same day (the next working day at the latest).
We wish to reassure that customers are not blocked from speaking to supervisors, however it is not always possible to transfer the customer to a supervisor on the same call, so a call-back is arranged.
So this evening I can report that I have been contacted and a manager has looked into the errors that have exacerbated my situation. I hopefully will hear tomorrow if a payment has been made to my bank.
I am happy to report, that after a manager took on my case and investigated the problem, I have now had my money returned. It was a tedious experience to say the least, but I am glad social media platforms like this, allow a way to find other support and interventions to solve problems/issues.