Klacht VandeBron: Miscalculation by vandebron

Status
sad Niet opgelost
Klachtnummer
# 375240
Gebruiker
Indigo
Datum
1 reactie

Details

De klacht

I started my contract with Vandebron the 1st february 2019. After several e-mails requedting meter readings, i sent them the 9th february, bit now it realise i sent them by accident to their no-reply address so they claim to never have received them, and making their own assumptions of my meter data at the time. This assumptions are roughly 600m3 of gas more for which they expect me to pay 509 euro (for a two month period in a two-persons appartment) appart from my normal 135 bill per month.

Seeing this i got in contact with them and explain the whole situation. They asked for pictures of the meter readings from the beginning and end of the contract in that address, which i have and i provided. After they claimed they were not valid proof because there was no picture of a newspaper in ot showing the date, so i asked to check the picture file creation details and even offered to bring my phone to their office and show them the original files and emails sent. Not acceptable because "it is not the way to do it".

All this happened through 5 different phone conversations, for more than 3 hours, and several e-mails.

Last monday they charged me the 509 € payment, which i cancelled. I will keep paying for my monthly bill but not that incorrect one but i am afraid now of consequences and feel vulnerable and unprotected in the process of dealing with the company.

De oplossing

Check the data i provide, and offer a recalculation (i actually think they even need to pay me.back)

1 reactie

  1. Auteur
    VandeBron
    Datum
    Dit is onze laatste reactie
    Dear Mr. Franco,
    Thank you for your review. Let me start by saying that I can imagine that you are unhappy with the fact that you have received a high final bill. You indicate that this happened because you sent the photos of the meter readings to a no-reply address. I would like to look for a solution together with you. In a personal e-mail I will send you this week a message about what we can do for you in this situation. I hope I have informed you sufficiently with this.
    Kind regards,
    Joris
    Serviceteam Vandebron

Uiteindelijke oplossing

Auteur
Indigo
Datum
Uiteindelijke oplossing No solution or help yet, but i will wait for the mentioned e-mail.
Status
niet opgelost
Beoordeling
sad