Appalling customer service

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joswatson's review of Dual Energy - www.dual-energy.co.uk

★☆☆☆☆

“Appalling customer service”

Written on: 13/05/2020 by joswatson (1 review written)

I contracted to Dual Energy in November to supply electricity to a public house and hotel. Although their bills show three readings (Day, Evenings, Night), the meter does not show the third reading. Consequently, none of my meter readings have been accepted, even for the two readings that I can obtain. Therefore all of the bills are based on invented readings, all of which are much higher than the real readings. Despite repeatedly asking, no-one from Dual Energy has either advised me on how to obtain the third reading myself, or arranged for a meter reader to visit the property.

I have now been a customer of Dual Energy for 6 months, during which time no effort has been made to solve this problem, nor I have I received a single bill based on correct readings. This matter has now passed beyond poor customer service and into the realm of straightforward negligence. I therefore intend to make a complaint to Ofgem.

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