[StillThinking]

I have a billing query and also one about my smart meter. I rany the helpline on 31 January waited 40 minutes listening to horrible music on hold with no announcements and had to give up as ran out of time. The website said I could send an email which I did later that day. 8 February still no response. So today I tried sending a message via your Facebook page. Eventually was told to send my account number, address and name and the gist of the query and one of your team would get back to me. No reply, the thread just remains unanswered. Hopeless. How can I get to speak to a human being. I'm on the verge of sending a formal complaint to your CEO. Help!

[meldrewreborn]

@StillThinking

You could ask us - we don't bite, honestly, well only a tiny bit!

[Anasa_EONNext]

Hello @StillThinking Anasa here one one of the Community Co-ordinators 👋 I'm sorry to hear that you've been waiting a while for reply. Have you been able to get your billing query sorted out?

The forum is a great place to ask for help we have staff on here as well as lots of very knowledgeable volunteers 😊

[Karln]

Facebook and what's app are both a waist of time.
i tend to
1 email
2 phone
3 post on here.

[StillThinking]

@Anasa_EONNext Yes my query has been resolved but I had to do a ton of work to get through to you for a reply - tried 3 different channels. The help service does not match the promises on your website.

[Anasa_EONNext]

@StillThinking I'm so sorry that you've had a lot of work to do to get your query resolved, I'm pleased that it has been sorted out for you now. I'm guessing that you made a complaint and expressed your dissatisfaction? but if not or you'd like to mention anything else; please send me a DM and I'll be happy to take a look at your experience and pass on the relevant feedback for improvements where needed 😊