This is a tale that seems to have no ending....
I started a new contract in September 2020, but the contract sent to me had the wrong pricing. An immediate telephone call led to confirmation that the contract was wrong and I was right. In the following twelve months I was billed incorrectly on 9/12 occasions.
In March 2020 I got stuck in France as a result of COVID lockdowns, and have been stuck here ever since. There are worse fates...Because of the incorrect billing I eventually made a formal complaint - and got a nice letter back in July saying sorry we were wrong and we will credit your account accordingly.
Unfortunately it was sent to my home address , not e-mailed to me as i had requested, so I did not receive it until it came with a parcel of mail at Xmas.
However I did receive an e-mail at the end of July to say they were crediting my account within 72 hours .....but nothing actually happened.
At the end of September I thought I had better contact them again and complain that they had not done what they said they would, and that they needed to investigate what was going on. I find their on-line systems rather difficult, and made several attempts to lodge a complaint including a letter to Complaints.
I heard nothing ..... until 28 December, when I got an e-mail giving me a complaint reference number, and saying they would be in touch in a few days. It was from the Resolutions Team.
Four weeks later I have still heard nothing from them, in spite of sending 7 e-mails back to them, asking a variety of questions, from please telephone me/e-mail me to confirm that you have received my e-mails, to asking how i can complain about the process I am going through and will anyone try to talk to me. There has been no response, and it seems that the only way to make contact is using their 0345 number, which is a bit of a lottery at the best of times....
By now they have taken up dozens of hours of my time trying to make contact with someone who can discuss my customer service experience with me. My wife is running out of patience with seeing what their silence is doing to me!
Some questions
Do e-mails to The Resolutions Team sent as replies, get read?
Is there a channel for making complaints about practice and process by the Resolutions Team? - it doesn't seem to be an option in their categories of complaint?
Does anyone have any answers or do I just have to wait for Godot?
ALL SUGGESTIONS GRATEFULLY RECEIVED