To Accounts/Customer Service,

My father informed me this morning that a Victorian Government Rep had come to the house yesterday (Tues 8 March 2011) advising him that he is eligible for cheaper Gas & Energy rates. Upon showing me the “brochure” left with him, I rang the contact name on the Lumo Energy brochure. The name was Anthony (no surname which is unacceptable in Customer Service). I rang Anthony (7.45am Wed 9 March 2011) and he advised me that one of his Reps had been to the house to speak to my father (who speaks Greek fluently and broken English at best) and that my father would have consented to a change of billing (WHICH HE DID NOT). I told Anthony I was disappointed that they were not clear with my father and upon realising his English was not fluent, they did not ask to speak to another family member! I have worked in Customer Service for over 15 years and this is not the way I deal with my customers. Anthony stated that we should not worry and that everyone is afraid of change and that he couldn’t do anything and that we had to wait for the first bill and then ring the 1300 number (which he didn’t even supply to me) and have it cancelled. I informed Anthony that change is fine when you make a conscious decision and / or choice for it, not when it is imposed on you without really understanding what has occurred. Whilst we were talking with Anthony the call dropped out?? I waited for Anthony to ring back and when he did not, I rang back a while later however there was no Voicemail provision on his number. I sent him a text message asking that this is rectified, that my father did not want a new billing account and that we would not accept or wait for a bill to cancel this as we have called him as soon as we realised what happened to have it addressed. I then called Directories to get the Lumo Energy number – 130 115 866 – and rang it to speak to someone about cancelling or stopping any new accounts being created and any changeover. I spoke to a Snowber and she informed me that there was nothing in the system for our address and that it usually takes about 24 hours and that I would have to ring back tomorrow to have this looked at. I cannot wait till tomorrow and it is ridiculous to expect all this to be processed. A stop should be placed on any changes.

My father’s name is Konstantinos Maragos and he did not consent to changing our Energy/Gas Accounts to Lumo Energy. He knows that he didn’t sign anything and after speaking to Anthony this morning and advising my father that Anthony said we would receive a bill, my father is distressed to learn of any change over and cannot understand how this happened.

This is not acceptable! We will not accept any bills and I would appreciate this being rectified before any changes are made, and if they have, then they need to be cancelled ASAP.

Please contact me with a resolution at your earliest convenience.

Regards,
Pam Maragos

Please let me know after reading the above letter from pam when i had a complaint regarding my bill it took 12min to be actually spoken to and when discussing my bill which had doubled in price ,i asked for a solution checking the supply? the metre ????only to have the call drop out you can’t tell me this was accidental is there a time limit handling customers?and know i do not have a resolve…