A very angry complaint letter
To the head of Swalec's customer service after they disconnected me. Following a load of fuckups that I detailed in the letter (including the paragraph "I asked when I would be reconnected, and the lady on the phone said that the first time a reconnection could be scheduled was Tuesday. I believe "Are you serious?" were my first words.") I spent the last three paragraphs detailing exactly how angry I was:


This morning, I phoned up again from a call box, now extremely angry and fed up with being given information that was untrue as well as being continually inconvenienced through no fault of my own! I had spent around £15 in calls from my mobile phone, all the food in my fridge/freezer was ruined and I did not even have the ability to cook it before it went off because my flat is entirely electrically powered! The lady I spoke to said that an emergency reconnection had indeed been scheduled but was listed as "pending" - she then told me that Western Power Distribution could not reconnect me, that their only responsibility was during power cuts, and that the company you use for metering services including disconnection and reconnection did not work on Saturdays or Sundays! I will now have to phone up on Monday to get someone to call them then.

By the time I phone up on Monday morning I will have been without electricity for five days. I have been without the ability to cook, to wash or to even see properly in the evenings. I have been forced to spend money I cannot afford to spend, being a student on a budget. I am disgusted that it seems the only way to get your company to solve a problem is to constantly phone you, spending my own time and money on getting a solution to a problem that is not my fault. What is your customer service department there for, exactly? I have told them the problem, they are completely aware of it and yet still I personally will have to phone up again to get them to sort it out! Solving problems is their job, not mine! I am incredibly angry that I have to wait an extra three days for reconnection because the contractors you use apparently cannot understand the concept of an emergency happening on a weekend. I suggest you find new contractors to run your metering services.

I would like your personal assurance that I will receive some sort of compensation for the inconvenience you and your contractors have caused me and I would like you to carry out an investigation into your procedures for this sort of circumstance so that no others have to go through the farce that I have been through and continue to go through.

Yours,
cypherspace.

I got an apology and £100 off my next bill. Score one for the fogeys!
(cypherspace is not a toaster, Thu 30 Apr 2009, 14:38, 2 replies)

well
should have paid your bill then, shouldn't you? ;)
( the mighty badger Aphrodite, on a bar stool, by your side, Thu 30 Apr 2009, 14:55, closed)

If I worked for Swalec
Any letter with that number of exclamation marks would have gone straight in the bin.
(username1, Thu 30 Apr 2009, 16:31, closed)