No longer a customer
Sadly I no longer wish to remain a customer of APG. This is after many years of recieving great service. Then a problem occurred with paying a bill. Initially the problem was on my part due to being in hospital and this caused a delay in paying an invoice. When I rang to pay the invoice I was assured that there was no outstanding balance and that my account was clear. I insisted I had not paid the bill so I was told that the accounts department would look into it and that if there were any issues they would contact me. I had no further contact. Some weeks later my boiler has broken down in freezing weather so I rang for a repair man. With a quadriplegic son it is important to have heating and hot water. I was then told that I did have an outstanding bill after all !The polite lady I was speaking to remembered my previous attempt to pay the bill and told me that she had tried to call me back to explain that I did have an outstanding bill. I explained I'd had no missed calls or voicemail messages but she insisted she'd rang the correct number. I asked why then had I not received anything in writing as I'd received no such correspondence! I was further informed that I would not be able to pay the bill on this day either as the accounts lady was on annual leave and that my account had been frozen and the invoice been written off due to non payment. Therefore no repair man could be sent out. This left me frustrated as to what to do. After some thought I had an idea. It was my wish to have this all sorted and to continue my long standing relationship with APG as I'd always found them extremely efficient and reliable. I rang them back with my idea. The previous lady I'd spoken to was out for lunch so I was now being dealt with by another. I asked this person if it would be possible to open another account temporarily in my son's name (as by now mine was inaccessible) so we could get a repair man out to fix the boiler and when the lady was back from accounts I could pay my bill and any other outstanding amounts . The person I was speaking to just went into a rant saying this was not acceptable. I felt the angry tone of her voice was unnecessary. Let's face it, I had tried to pay the bill. If my payment had been taken when I initially rang to pay it we wouldn't have this problem . I emphasized that I wished to stay as a customer and sort the matter out and not transfer to another company to which she replied sarcastically " you'd be better off doing that" I told her that I'd consider relaying all this nastiness to her MD to which she informed me "gone on then I'll go in and tell him myself". After years of loyalty and paying bills on time and trying my best to sort out the remaining bill if this is how I am spoken to I no longer wish to remain with APG ☹️
