| Complainant: |
Mr T Turner |
| Town/City
of Residence: |
Leigh
|
Mr. Roger Partington
Chief Executive
TXU Energi
Warrington
December 2001 (submitted for publication here on 5 August 2002)
Dear Sir,
I write to you today following a series of conversations and
emails with varying members of both your telesales team and your
Customer service department. The specific matter I wish to bring
to your attention is that of my elderly Father in law. He would
like to transfer to your 'staywarm' payment plan.
It's as easy as that, he just wants to accept the offer on your
website and in the press in general to move over to this ground
breaking plan for the elderly. Ah! That's the problem- the small
team responsible for administering the transfers onto this scheme
are over worked and subsequently it will apparently take some
3-6 months to process his request?
Far be it from me to spot the obvious issue -but could you see
your way to increasing the number of staff on the transfers team?
We are currently in Winter, surely this is a peak time for such
activity? Please allow my Father in law to transfer onto 'staywarm'
before mid summer arrives?
I trust I am far from the first person to bring this matter to
your attention and for that I apologise, I am sure you too are
a busy man.
The details of my Father in law : George Mitchell aged 62 yrs,
(Manchester address given). Has a 2 bedroom house, lives alone
and has none of the appliances or house improvements listed as
exceptions on your website.
I leave this matter in your safe hands and look forward to some
positive action within the very near future.
Regards, Terry Turner
Link to Other TXU Complaints: Link1;Link2
;Link3
That
was December 2001, it is now August 2002.
=================================
I too have been attempting to change
my gas & electricity supplier to Staywarm, since May 2002.
I have been repeatedly fobbed off with lame excuses from the registration
teams on various telephone extensions, the most common excuse being
"the computer system is being upgraded" or "the registration
office is in a shambolic state".
I have sent 2 E-mails to TXU, but only received computer generated
acknowledgement responses. I have written a letter to the Warrington
address, but not had the courtesy of receing any reply whatsoever.
It would appear the Company is in a complete state of chaos! Not
surprising bearing in mind the unprofessional manner in which it
treats its prospective customers!!!.
John Hartley, Lytham-St-Annes...14 October 2002
--------------------------------------------
I changed over to staywarm ,for
gas and electricity on the 19th and 20th December, I have also paid
my last bill to both. I also rang your Warrington office but still
no payment card. Please advise.
Mrs Ann Moran....29 January 2003
Editor's Note: This comment was forwarded to TXU
on 15 Feb 2003 and a swift response received: Read
here
--------------------------------------------
Email to webmaster:
Having noticed several complaints on the above organisation, I wish
to add my concerns, we have now received two Bills for Payments,
and we are not even Customers of TXU. I contacted them through the
Web site eventually got in touch with an Advisor who suggested I
return the 2nd Bill to them which I'm doing. I though I'd just lodge
this request with you.
Dave Shaw.... 3 February 2003
---------------------------------------------
After inadequate customer care my family chose
to abandon using TXU Energy and move to alternative supplier. We
still receive billings for the supply of power although we are no
longer customers of TXU. Phone calls and letters are ignored. Staff
are unable or unwilling to make necessary changes. Frustration in
dealing direct with TXU brought me to this website. Clearly I am
not alone in voicing my dismay at such incompetence. Yet again we
had a power cut this morning from 05.40 to 06.53. We had no power
for 48 hours earlier this year with no explanation/apology/recompense
etc. You don't deserve to stay in business. B Morris...
2 April 2003
----------------------------------------------
Having just read Dave Shaw's comments i decided
to write as well. TXU are currently charging me
twice for my gas supply, why, because they opened up an account
for a complete stranger to my house. I informed them that i had
not moved and that i was concerned how this could happen and they
responded by cancelling all the accounts to my address and setting
me up with a new on. Now they take out 2 Direct Debits, when i call
to complain surprise surprise the computers are down...This company
is a joke Steven Dobner... 27 May 2003
----------------------------------------------
TXU has been the most difficult power company
that I ever had to deal with,
and will never recommend them to anyone. The problem started
after my old account was closed and a new account was opened with
a $125 deposit. At the time the power was reconected (Nov 4th) I
requested that the power be shut off again on or prior to Nov 15th,
because I was moving out of state. The power was not shut off and
because there was no information in their system as to my request
I am responsible for the bill until the new shut off date of the
26th. I have names of people I have spoken with,and will not pay
any amount after the 15th of Nov.
This is absured and it seems to me that there is a serious lack
of communication within TXU, no one knows what anyone is doing.
I have moved to Arizona and now have ASP as a provider, and so far
so good. Got through immediately on the phone and had my power turned
on the same day. What a concept customer service. Evryone with ASP
has been friendly and not condensending as if they are doing you
a favor by actually talking to you. This issue is not over with
until I am satisfied with the results. Frank Sellers (Phoenix
Az).. 21 November 2003
Please post your Consumer Comments on the
clik2complaints.co.uk
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