Energy muddle over pool house
We have two gas meters and two electricity meters,
all billed to the one
Hermes apologised for the inconvenience caused to you and your son over this. As to the parcel’s ill-fated journey, it is investigating this so it can find out what went wrong. It said it was clear that its communication and levels of customer service had not been acceptable. Neither, it said, were they reflective of Hermes as a business.
It said myHermes delivered more than 304 million parcels across Britain each year and the vast majority were delivered on time and without any problems.
Over a month on and despite my prodding about the investigation into this parcel, myHermes had still not come up with an answer.
Both of us found it difficult to find someone to actually speak to.
To use the helpline requires a tracking number. It is an infuriating service. If, for instance, you receive the wrong parcel you are asked to email and communicate via live chat, where you can then request a phone call.
This, of course, will not suit non-internet users and means everything takes far longer than it should.
given her a different number. After repeated attempts to contact someone at TalkTalk who could remedy this, we were told that the problem had been solved. It has not, and we have received no explanation for its actions.
All we want is for my sister to be given back her own phone number. We could cancel the account with TalkTalk but that would not resolve the problem. SD, ESSEX
Efforts to sort this out had failed. Ten days after I contacted TalkTalk an engineer came and connected your sister’s phone back to her original number. TalkTalk said: “We are sorry for the disruption Mrs D experienced, which was caused by a fault on equipment owned and managed by Openreach.
“We got in contact with
Openreach and arranged for the fault to be fixed.” TalkTalk has since paid you £124, which includes refunded line rental costs and something for goodwill.
Aegon to confirm that it had indeed sent it but, as the money still hasn’t come to light, I am now very concerned about its whereabouts. JE, WEST YORKS
Further to my involvement your Isa transfer was completed and £50 paid for goodwill.
A spokesman for Aegon said: “Unfortunately there were a number of small delays while we obtained security and bank details. We’ve apologised that the transfer took longer than normal.”