Yes, most probably the previous account holder. Connected via VM connect app.
I do not understand how this double account can even happen with two different hubs where only one is connected to the same house and changed over. Then on Volt I will need a Hub 5 and probably jump through hoops or this damn delays at present. Obviously automation is not working. Headache!
Hey meraip, thank you for reaching out and I am sorry to hear about the delay.
I can see you spoke to one of my colleague, did they manage to get this sorted out for you?
Complaint Ref: C-121224886
@ Matthew_ML All confused. I had a call from the executive team Alicia repetively asking “ can I close down the complaint”. I tried explaining in the rush speak that I have been charged £14.31. Due to date changes she said there are more charges and can she take payment now too with no explanation why?! I said my dates have changed for disconnection and rather there should be a refund. She continued with the closing complaint and brought another date of 2 December in the mix for disconnection and there should be no charges if it is your date rather a refund. She continued and said that 13 December 2024 is the disconnection date. At which point she went into the closing down the complaint and I had enough. Now I am no wiser whether a credit will be provided and a refund of the £14.31 and the exact day from what I can see online is now 13 December 2024 so there should be auto compensation fro 2 December or 4 December to 13 December 2024. Also I have date of disconnection of 18 December 2024.
What can I say about clarity and transparency as it is all a mess and all about closing complaints rather than the customer and listening to resolve the problem. I am no wiser now than the beginning of the process.
Will I receive all the refund from my original date of disconnection and auto compensation from this date to days delayed as on your blurb. Any compensation for a valued customer for all the to and fro as above and loss of service.
