Report Abuse

“How can so many people in one company get it wrong,...”

written by markbaron on 05/03/2015

September last year my company Aesthetic Services spoke to an agent at Opus Energy. And was quoted 14.1 p perkw hr or 15.1p perkw hr for electricity if not having direct debit. I explained I was not paying direct debit and only willing to accept 14.1 p perkw hr on non direct debit terms. He went away came back and agreed my terms. A week later I got a contract through the post saying 14.1p per kw hr which was as agreed. Two weeks later a bill arrives at 15.1 p perkw hr. I complained to customer services who agreed to honour my 14.1pkw hr as contractually agreed. Since then I have had demands through at 15.1p perkw hr, I raised a complaint and got my 14.1p perkw hr reinstated. Today three month later I get a demand through for £12.41 after all of my bills had since been paid at 14.1 p perkw hr!!!!! The agent is useless and puts me through to customer services. The customer services agent says yes we have applied back rate at 15.1p per kw hr. I explain in frustration its been agreed several times im clearly on 14.1p perkw hr. He smugly says we listened to the recorded conversation in December and you say the extra 7% for not having direct debit wasnt explained to you. I explained that was taken out of context and yes it was explained but i refused it and he clearly came back to me with the agreed 14.1p , and I pointed out I was correct as per my contract in writing.

This man was hanging on the fact I said it hadnt been explained , but didnt come forward with the rest of the conversation that would show the agent agreed my terms after in the same call. I pushed the call will explain that. He rudely said it was september last year and how can you remember!!!!
Upset I explained since that recording you have honoured my contract on several phone calls. he wouldnt budge until I asked for his complaints procedure. Now im waiting for another email from him to say yes your on 14.1p perkw hr as originally agreed.

The lenghts he went to to conceil the rest of the telephone conversation has left me with no trust in Opus energy, be aware even when they are wrong they will try and trip you up or question if you can remember 6 months ago.