6 weeks ago, I moved to a different place. I shifted and requested National grid for disconnection of gas services. The agent notified that he would be generating the request for the same and I will receive the acknowledgement for the same. However, after 6 weeks, when I did not receive any acknowledgement, I tried to reach out to them to check the status of the connection.
I have already established a new connection at my new place which is already up, and the bill cycle has already started for this new place. If they were able to start the new connection, why they could not disconnect the old one.
I spent more than 2 hours every day over the weekend to understand why the connection was still up at my old place. First thing that is very torturing is their IVR service. They always disconnect me no matter what option I enter. It takes like forever to find a live person on the other end.
After long tries and waiting for minutes on the IVR, when I first got hold of the agent, I was told that the servers were down, and the system were not working, and she asked me to call after 20 minutes. I called back after half an hour. But, this time, the IVR did not even answer the calls. I tried multiple times, but the call never got through.
Later, I tried after 3 days. I kept calling until I reached someone after a lot of disconnection. The person told me that he won’t be able to help me and transferred me to another person. But, the call never went through. I was again disconnected and was left to call again.
I kept trying all the weekend again and the other week. It happened for some time. However, after several months, I reached the right person. This time, this guy was not able to speak English and we had a very hard time trying to understand each other. So, I asked him to mail me the recording of our conversation which he denied.
After all the misery, the connection was disconnected. But I paid for 6 months of no usage of gas service. I had to make the payment to get rid of all these. I could have chosen the dispute the same. But, it would have put me through more trouble impossible to bear. Moreover, I could have ended paying for the entire year.
This company does not value its customers and their time. The entire company is a scam. People working here have no morals. No one ever tried to solve the matter with utmost urgency even after understanding the unnecessary bills I would be levied later if the connection was not taken off on time.
The customer service sucks. The IVR gets you no where. You must call them 100 times to find someone who can actually provide you some resolution. Why cannot this be done on the first call itself?