No help mindset - a messenger who just collects money
I noticed recently that I could not see my gas consumption on my pure-energie account. I contacted the customer service. I mentioned that I have a smart meter where electric and gas meters are in the same box and nothing changed in my house or meters. They opened a ticket to the grid operator.
On Dec 18, I received a question of the grid operator from customer service about my meters. I sent a video of my meter box and the reading of my last gas consumption.
On Dec 21, I received a response claiming that "There must be a separate gas meter in your house." I really see this is an ignorant message although I sent the video of my meter. As a customer, if you do not read and understand what I say and send, it is a very disappointing service.
On Dec 21, I also called the customer service and there was no help.
I was expecting pure-energie to understand why the grid operator has issues where nothing has changed at my home.
I am happy that I already initiated ending my contract with pure energie. Just to close the contract with correct meter is left. Otherwise, not helping loop is exhausting with this company.
Reply from Pure Energie
We are very sorry to read that you are not satisfied with our service.
For problems with the smart meter you should always contact your grid operator, as they are in charge of your smart meter. We have tried to help you with the problem with your smart meter as far as we can as your energy supplier. Unfortunately, we cannot solve the problem for you and have to refer you back to your grid operator. Hopefully you can still work things out with them.
Kind regards, Vera