En­ergy mud­dle over pool house

The Daily Telegraph - Your Money - - READERS’ LETTERS -

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.”

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