Frances

It seems you can't print an online statement using customised dates which I think is essential when there's frequent payments in and out. However the interest rate it good so I'm putting up with this issue.

Switched to E.On on 28th May and am already going through the complaints procedure. Both my meters were booked to be changed on 12th June but the EOn engineer only changed one of them, hence my complaint. Very poor service.

Had the highest interest rate in the whole market for a 1 yr ISA that accepted transfers in.

Was the cheapest for tyres of five places I tried. Easy to book an appointment locally for them to be fitted.

The Energy Ombudsman officer was very professional and clearly outlined the whole process for me. Any queries I message her about she replied promptly. I did have some difficulties with uploading my case evidence and I've given full details of this when completing the Ombudsman's feedback form. I was glad of the Ombudsman process because I don't know that the energy company (EDF) would ever have replied to my complaint without the intervention of the Ombudsman.

Easy to order medication for my cat and upload the prescription. Luckily I ordered it well before she needed it because it took 6 working days to arrive.

When I spoke with Mola on 23rd May he was keen that I submitted a review, so here it is.
Mola, if you say you are going to phone someone then please do so. You told me you would phone my sister 15 minutes after you had finished speaking to me to finish off resolving the query, well that was 4 days ago and you never phoned her SO THE QUERY IS STILL NOT RESOLVED. Also, Mola please give the customer a chance to explain what their query is instead of interrupting and talking over them, if you had done this we would have been on the phone for far less than the 40 minutes it took.
The problem was this - some weeks ago my late mothers EDF account was changed over to my name with the direct debit paid from my bank account, then on 10th May I switched my own home account from Ovo to EDF, at that time I could view both accounts online and on the app. However, on 21st May I decided I would prefer for my late mothers account to be under my sister’s name with her paying the direct debit and that’s when the problems started. My sister phoned EDF and the direct debit for my late mother’s address was changed to my sister’s bank account but she was told that I had to email EDF to request the email address for the account is changed from my email to my sisters, which I did setting it out very clearly. However the following day when I tried logging onto my account (both online and on the app) it kept saying `incorrect password’, I tried the reset password link but never received any email response, so I asked my sister to try logging on, she also got `incorrect password’, so I asked her to try using her email address but with my password, bingo, she could view both accounts. So, someone at EDF has mixed up the accounts, if I knew who it was they would also get a 1 * review. So on 23rd May having worked out what EDF had done wrong I phoned EDF to get them to sort it out and I spoke to Mola. Had he let me explain without interrupting or talking over me he would have understood the query far quicker. At one point he said he needed to speak to my sister at the same time as me and he suggested a conference call, well I told him he’s speaking to the wrong person about something like that, my IT skills are minimal, I‘ve never done a conference call, zoom or facetime or anything like that. Anyway after a lengthy call he had altered the accounts so that I could view both of them but my sister couldn’t see either and said that after he had finished speaking to me he would phone my sister 15 minutes later (to give me time to phone her and brief her why he was going to phone her) so that he could then sort out access to her account. So although I had spent 40 minutes on the phone I thought well at least it’s now going to get sorted out, well how wrong was I because 4 days later Mola still hasn’t phoned my sister to finish sorting out the query.

13 kg of bird food is heavy which is why I order online to have it delivered as I'm a pensioner with very arthritic hands. So it doesn't help when the courier delivers it to a block of flats up the road, so they obviously didn't knock on a door. Please use a better courier. Price of bird food and quality was good.

Order arrived quickly and well packaged. Clips easy to fit. Wish they were stocked by plumbing merchants because the p&p cost was almost as much as the cost of the clips.

I phoned and spoke to an assistant with some queries before ordering the Premium Kids Jigsaw Puzzle (40 pieces). I asked if it came in a box with the picture on the front and was told that it would. Well it doesn't come in a box, it comes in a flat cardboard envelope with a small (approx 4 inches x 3 inches) printed copy of the picture inside. I bought the jigsaw for my elderly mother who has dementia as the size, number of pieces and sturdyness were suitable for her, I just hope she can see the small printed picture to make out what the puzzle should be. I liked that it came with a frame and a base.

Yesterday I had to phone for recovery. It was 2 hours 50 mins before a tow truck arrived. The first truck they organised got stuck in traffic on the M25, it turns out they were coming from 22 miles away. What a joke, everyone knows that the M25 is nearly always at a standstill. So eventually they organised a second tow truck which came from just 4 miles away. I'm a 67 year old female and was on my own stuck on a 40 mph road and this was my first time ever calling for recovery. Nice they phoned to do regular welfare checks, but as I told them, my phone battery was dying.

My account is in credit by quite a bit (several times my monthly bill) so I wanted to claim a refund for part of it. Tried claiming refund via the app but it said 'sorry there is a problem, phone or use on line chat'. Tried online chat but of course you have to get through the bot before being connected to a human who was able to process the credit. Would have been an awful lot quicker if the online facility had been working.

Was easy to renew my maturing investment on line. Good interest rate plus a small loyalty bonus so no need to move it to another bank/building society.

What a nice change to actually be able to phone up and speak to someone to get a quote for building and contents insurance. They asked less questions than the comparison websites and their quote price was very reasonable.

On 3th April I ordered ladies extra wide diabetic socks online. Received them on 9th April but they were mens not ladies! Checked my order and yes I had ordered ladies so on 10th April I phoned Coopers customer services. The lady did apologise, agreed I had ordered ladies and said the correct socks would be dispatched. Finally received what I
had ordered on 16th April, 13 days later. Not happy.

Description said shoes were a wide fit but as soon as I opened the box I thought they didn't look any wider than a normal shoe. Too narrow and had to return them. Shame because they were a nice shoe. First time I've ever bought shoes on line, won't do it again.

Ordered a weedkiller which arrived promptly however was leaking. I contacted Charlies and quickly with no quibbles they organised a refund. The way in which they dealt with the matter means that it hasn't put me off ordering from them again.

This was my first experience of using The Energy Ombudsman and my only regret is that I didn’t use them sooner as I had spent months failing to get Octopus Energy to get the smart meter that had taken them 7.25 hours to install to actually work and submit meter readings. I’m extremely grateful to my caseworker Alexander Highfield who was excellent. He communicated with me clearly and promptly and was very thorough having obviously read and understood every bit of correspondence between myself and Octopus. His intervention made Octopus take action and the whole process took less than 6 weeks to resolve.

I phoned regarding transferring an ISA from a different provider into a Family BS ISA that was shortly opening. I was told the transfer form would be emailed to me and the staff member checked my email address. I didn't receive it so had to phone Family BS again, this time I made sure it was emailed during the phone call. Then guess what, the following day an ISA transfer form arrived in the post! If it hadn't been for this issue I would have given 5 stars because they are always very clear and helpful when I've phoned them, plus their interest rate for reinvesting a maturing ISA is good.

I already have a Sureflap mircochip cat flap which was put in several years ago but recently decided to install a second one, this time a dualscan. I phoned them with a couple of questions and they were very helpful. Speedy delivery, received the next day. Easy to fit and programme. Only negative for me was that the dual scan didn't come in brown.