A family from Barcelona denounces an assault without permission in their flat of Naturgy technicians
The family of Ramon PV from Barcelona has contacted this newspaper to denounce a serious incident carried out by naturgy on these Christmas dates. The main complaint is that the reconnection of the supply has taken two days longer than what had been promised more than 10 times in the 40 numbers of an alleged customer service telephone number. Among them are 900 750 750, 900 333 999, 900 102 500, 626 111 000, 900 100 502, 900 100 252… One after another, the telemarketers limited themselves to saying that they did not work in their area, and they moved to another number to the customer.
The end of the story is that the family discovered, with the visit of a technician, that people from Naturgy had entered the home without permission. They did not miss anything, but it could have produced a terrible scare if they happened to coincide. The technician saw next to the boiler, on the terrace, a label on which he said “touching the valve is prohibited.” In other words, someone had landed in that private space without asking for any kind of permission. In addition, the technician discovered his great professionalism when he discovered that the Naturgy assailants had stolen the original handle. The family contacted the Mossos to file the corresponding complaint. The aforementioned technician commented that “it is a common practice that almost no one denounces.”
It all started with a banking errors which led to a non-payment of the family in the amount of 500 euros. At no time did the company communicate this amount either by letter or by phone. There was a call in 3 months, without leaving any message, all to a family that has never shown any intention of wanting to prolong the default.
Faced with Ramon PV’s complaints, the company’s operators said they understood the complaint, but at first, last Wednesday, they limited themselves to accepting a fractionation of the pending invoices.
The family paid that same Wednesday afternoon the necessary amount, less than 300 euros, to be able to have the heating and hot water service again, on December 21. From Naturgy they assured that in a maximum of 48 hours, a period that ended on Friday afternoon, the reconnection of the supply would be carried out. However, they did not warn at the time -despite the questions- of the number of problems that existed before this repair. And more importantly, They did not say anything about the fact that a visit by a technician to the home was essential for the restart, which could not be done remotely. As verified by this newspaper, these of the company are far from isolated, but the practical cases are numerous, although most of them are not reported.
On Thursday, the company limited itself to commenting that the reinstatement would take place the following day, Friday, still within the established deadlines. Nor did they say anything about the obligatory visit of the technician.
Friday was the third day in a row that the family could not fully move from home, carrying out their usual work services or washing up properly.
It was the maximum day agreed for the technician to solve the problem with a visit. The usual call was made, in the afternoon, and it was ensured that the operator would come by between 6 and 10 p.m. Of course it did not happen, and from the company they limited themselves to saying that the visit would be on Saturday morning.
We arrived at Saturday, day of good night. No technician came by all day, the company’s response was again that the complaints had been referred to the Emergency Service. That day the family planned to go to celebrate Christmas dinner outside of Barcelona, at the home of some relatives. Around 7:00 p.m., they had to call the person who had invited them to the celebration that the problem had not been solved. This relative, over 70 years old, had to change planes and go to Ramon’s house in Barcelona.
We stood up on a Sunday, the usual call was made, and for the first time the operator said that before resolving this complaint, there were three more services. On this occasion, on Christmas Day, the family for the first time in almost the entire week has made their planned plans and went to eat at a relative’s house. Finally, the technician, the first good professional in this whole story, according to Ramón, solved the problem, after five days of supply for a non-payment that was never communicated in any way.
Ramón denounces that despite the fact that the problem has been solved, for almost a week they have had to shower with cold water, with low temperatures and without being able to cook properly.
Filed inChristmasCatalonianaturgy
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