Complaints deleted when the pile gets too big!
Posted: Mon Jan 16, 2023 2:03 am
Hate providing bad reviews but Alinta really deserves it. After each bill I have called or emailed them to tell them that they have added my solar feed it to the amount I have consumed, thus charging me the full amount for the electricity which I am selling to them rather than crediting me for it.
Each time they have promised to resolve it quickly but so far despite 4 calls/emails after each bill the problem continues.
The call centre operative explained that all complaints are referred to the billing dept and processed in order. If the complaint/issue is not dealt with by an arbitrary cut off date it is simply deleted, which given high backlog of complaints results in many issues not being addressed. Of course the customer doesn't get notified and is left to complain again, repeatedly.
Sounds like a great business model, the customer service dept meets its kpi's, the billing dept doesn't have a backlog, irritated customers leave and the company retains the money it has overcharged.
Each time they have promised to resolve it quickly but so far despite 4 calls/emails after each bill the problem continues.
The call centre operative explained that all complaints are referred to the billing dept and processed in order. If the complaint/issue is not dealt with by an arbitrary cut off date it is simply deleted, which given high backlog of complaints results in many issues not being addressed. Of course the customer doesn't get notified and is left to complain again, repeatedly.
Sounds like a great business model, the customer service dept meets its kpi's, the billing dept doesn't have a backlog, irritated customers leave and the company retains the money it has overcharged.
1 out of 5 stars