Energy and Gas Disconnection Request
I am writing to formally lodge a complaint regarding the handling of my recent request to cancel my energy and gas services.
Approximately two weeks before vacating my apartment, I initiated an online chat with your customer service team to cancel my energy and gas services. During the chat, I was assured that everything was in order and that my services would be disconnected as requested.
After moving out, I followed up via the online chat to inquire about when I would receive my final bill. I was informed that I should expect it in about three weeks. However, upon receiving the bill, I was shocked to find that I had been charged for energy and gas usage up until the end of my billing cycle, well beyond the date I vacated the property.
I promptly contacted customer service via chat to understand why I was being billed for a period during which I was not occupying the property. To my surprise, I was told that my energy and gas services had not been disconnected, and further, that there was no record of my prior chat requesting the disconnection.
I then called your customer service line and was informed that there was no chat history available to verify my request. As a result, I have been charged for an entire month of energy and gas that I did not use.
This situation is extremely frustrating, and I find it unacceptable that I am being held responsible for charges that should not have occurred. Despite my proactive steps to ensure the disconnection of services, it appears that a failure on your end has led to these unwarranted charges.
I request an immediate review of my account and a refund for the charges incurred after my move-out date. I also ask that you improve your customer service processes to ensure that requests made via online chat are properly logged and honored.
I look forward to your prompt resolution of this matter.
