Extra unauthorised contract

Dear Engie,I have in my account 3 addresses that have had contracts with Engie for both gas and electricityOne for the address Vlaamsekaai 55, which I stopped living at in January 2022.The remaining two are for Lange Lozanastraat 92, of which I should only have one contract, yet Engie has opened an additional one without my knowledge in June 2022, yet the account seems to date back to 14/06/2018.I am finding this REALLY frustrating as I have just been informed that as well as the additional monthly debit for contract 2209050839 of €78.75, I will be charged €171.58 for contract 2209076045 which shouldn’t exist. This needs to be rectified without delay, as having an unauthorised contract billing me more than the contract I understand is active is fraudulent. I am considering ceasing all bank payments to Engie whilst this is rectified to prevent the additional charges.

Beste mevrouw, Beste heer,Test-Aankoop heeft ons uw klacht bezorgd.Dank u voor uw reactie, deze is heel belangrijk voor ons. We besteden veel aandacht aan de klachten van onze klanten en gebruiken deze waardevolle informatie om de kwaliteit van onze dienstverlening te verbeteren.We stellen alles in het werk omzo snel mogelijk een gepaste oplossing te vinden voor uw klacht.Wij informeren u dat u deze e-mail niet kunt beantwoorden. Voor al uw vragen kunt u contact opnemen met onze diensten via onze websitewww.engie.be of via uw online klantenzone.Met vriendelijke groetenChère Madame, Cher Monsieur,Test-Achats nous a bien transmis la plainte que vous lui aviez adressée.Nous vous remercions pour votre démarche. En effet, nous accordons une attention toute particulière aux problèmes rencontrés par nos clients. Ce sont des informations précieuses qui nous permettent d'améliorer la qualité de notre service.Nous mettons tout en Å“uvre pour vous apporter une solution adéquate le plus rapidement possible.Nous vous informons qu'il ne vous est pas possible de répondre à ce mail. Pour toutes vos questions nous vous invitons à contacter nos services via notre sitewww.engie.be ou via votre espace client.Sincères salutations,Complaints Handling TeamBu Beneluxboulevard Simón Bolívar 361000 BrusselsBelgiumwww.engie.bePPlease consider the environment before printing this documente klachtenbox@test-aankoop.beEnvoyé: vendredi 8 septembre 2023 18:10À: MS MediatorsRequest (ENGIE Benelux) mediatorsrequests@engie.comObjet: Klacht - Extra unauthorised contract - (CPTBE01872150-50)Klacht - Extra unauthorised contract - (CPTBE01872150-50) ENGIE Mail Disclaimer: www.engie.com/disclaimer/ ENGIE Mail Disclaimer: www.engie.com/disclaimer/

Beste mevrouw, Beste heer,Als gevolg van uw vraag gericht aan Test Aankoop hebben onze diensten uw dossier geanalyseerd en hebben zij u een gedetailleerd antwoord bezorgd (hetzij via e-mail, hetzij per brief of telefonisch). Wij hopen aan uw verwachtingen te hebben voldaan en bedanken u voor uw reactie.Wij blijven beschikbaar voor alle bijkomende informatie en nodigen u uit om ons in de toekomst te contacteren via onze websitewww.engie.be,via uw klantenzone of via onze Energielijn op het nummer 078 35 33 33. Onze medewerkers zullen uw vragen graag beantwoorden en samen met u een geschikte oplossing zoeken.Wij informeren u dat u deze e-mail niet kunt beantwoorden.Met vriendelijke groetenChère Madame, Cher Monsieur,Faisant suite à votre demande via le système en ligne de Test Achats, nos services ont analysé votre demande et vous ont adressé une réponse circonstanciée (soit par courriel, par voie postale ou par téléphone). Nous espérons avoir répondu à vos attentes et vous remercions pour votre démarche.Nous restons toutefois à votre disposition pour tout complément d'information et vous invitons à nous contacter ultérieurement via notre sitewww.engie.be, via votre espace client ou via La Ligne Energie au numéro 078 35 33 33. Nos collaborateurs se feront un plaisir de vous répondre et de trouver avec vous une solution adéquate.Nous vous informons qu'il ne vous est pas possible de répondre à ce mail.Cordialement,Complaints Handling TeamBu Beneluxboulevard Simón Bolívar 361000 BrusselsBelgiumwww.engie.bePPlease consider the environment before printing this document ENGIE Mail Disclaimer: www.engie.com/disclaimer/

Please find my response to your points next to yours in bold below:Through client number 2209050839 you were inscribed on 15 January 2022, but this inscription was not completed. This is not true. I was provided an online account extract of the payments made to Engie since my new address in 2022, with the first payment being 01 February 2022 and the final payment being 29 June 2023. These are all linked to the client number 2209050839.We have now cancelled this and you do not have to pay anything here.Through client number 2209076045 you were correctly inscribed on 16 January 2022. This is also inaccurate. I did not accept the contract with client number 2209076045 and have never made payments for it. I see through my online account access that an attempt has been made to move my payment data over to client number 2209076045, but it does not reflect accurate data going back to January 2022. You received the federal basic package for the year 2022 for both electricity and natural gas via the partial invoice 708730535844 of 26 November 2022. I received Notification via email on 18 November 2022 that I would receive the Federal Basic Package, but there is no invoice notification sent to my email on 26 November 2022, and I am told on the website there are ‘NO INVOICES ARE AVAILABLE’ for either 2209050839 or 2209076045.For 2023, you received it through the partial bill 707049635612 of 25 March 2023. Again, I received Notification via email on 18 November 2022 that I would receive the Federal Basic Package, but there is no invoice notification sent to my email on 25 March 2023, and I am told on the website there are ‘NO INVOICES ARE AVAILABLE’ for either 2209050839 or 2209076045.On 25 July 2023 you received the annual invoice 709051243203 of 2224,72 euros. This was displayed as ‘PAID’ in client number 2209050839. Upon looking at my account now, this has been moved to the client number 2209076045, and set as unpaid (as attached previous and new).This concerns your electricity and natural gas consumption for the period from 27 June 2022 to 23 May 2023.The meter readings were not estimated by your grid operator Fluvius and should therefore be correct. You can still check this just to be sure.The consumption is certainly normal and not too high for both energies. So the meter(s) are working correctly and there is also no fault or loss through other equipment.We can only note that you paid a too low monthly partial amount (78,75 euros), especially since energy prices were in the year 2022 and will be very high in 2023 as well. My monthly amount since May 2022 was adjusted based on recommendations by Engie. I would not have chosen such an unusual payment amount, had I been given the option.When we calculate the new monthly partial amount, it should be at least 160,35 euros to not have a new high annual invoice in July 2024. As mentioned previously, the payments I have made were based on information by Engie. However, you have adjusted the amount back to 78,75 euros. The previous direct debit payments to Engie were 90,00 euros. I was recommended to reduce the amount, so I took the recommendation.You may do this and we can only advise you to increase it unless you will consume less in the coming year or energy prices will fall. However, we do not know what the energy market situation will be in the long term. It is still unstable.As the billing is correct, we ask you to make the necessary payment. As there is no information that the billing is correct, my access has been revoked, and the information doesn’t match the information I viewed before my complaint, I expect a proper response to my complaint, and a cancelling of ALL invoices related to the client number 2209076045, and access to be restored to the account 2209050839.Kind regards,Helen Ruggiero