My complaint did go in writing. They responded by phone. I have put in another complaint, again by writing, but I'm not holding my breath on any sort of positive outcome. The people who answer the phone don't put you through to a complaints department, it has to go in writing in the first place. I guess it's to figure out which are the genuine complaints. They take three days to contact you after an email is sent.
If you are not happy, tell them you will be putting in a complaint with the ombudsman. They have gone against their T&C so need to smarten up.
I always put myself in the shoes of my Mum when these things happen. She would be so upset and flustered and likely to agree to anything in that frame of mind. I also tell them that I hope they never treat people like that again
They rang back. Same baboon as yesterday. Said that yes, a note had been put on the file for the payment arrangement, but stood by their heavy handed approach. DH asked about their own terms and conditions, said that the way we were treated was against what their own policy was. Guy didn't care and asked what DH wanted him to do about it.
Basically going to go around in circles, especially if they keep getting the same person to call us back. We haven't had any luck with ombudsman's in the past, so I know we won't take that road. I give up. DH gives up. They got their money and all we can do is disconnect when we move out. Sucks to be them though, the house we're moving into is 57 squares. That's a lot of power.
Thanks for the replies, sorry it's been a waste of time.
Contact the ombudsman as it goes against them as a company. Put it all in writing to them, letting them know you have paid it but have not been able to speak to a supervisor to let them know one of their workers couldn't care about their customers.
We had to put in a complaint to them and found them really helpful
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