Advantages Online access to your bill
Disadvantages Disastrous billing procedures
Paying for something these by Direct Debit is a standard procedure, you would think. And you would think that an online internet based phone provider would be adept at updating such data from the site, especially when specifically advised by a customer to do so. You might think they might be pretty good at sending out e-mails to customers when things go wrong with the payment in order to set the problem right. You'd think that, but if you are dealing with Servista, you'd be wrong.What follows is probably not a very balanced review of the service. Rather it is my impassioned rant against a company, which have caused me significant frustration over the last couple months, particularly in the last week.
For those of you not familiar with Servista, they are an online company offering telephone, electricity and gas services. The main advantage (or so they trumpet) is being able to manage your account online, having one simple "e-bill" every month. They claim to be cheaper than BT, and transferring all your services to Servista apparently generates excellent savings.I transferred my phone service from World Online to Servista earlier this summer. This was for reasons which seem too complicated to go into- suffice to say that after a myriad of transitions from LocalTel to World Online to Tiscali, there was a general transfer initiated by World Online. I spoke with a World Online customer service representative, who informed me of the transfer option. It seemed straightforward and suitable, so I approved of this. He then asked me to confirm my payment details. As I wished to avoid paying a £1.50 surcharge per month for credit card payment, I gave my Bank of Scotland Switch card details to him over the phone. My Switch card does not have an "issue" number, and I was not asked for this.
The transfer went through smoothly. On July 25th, I received an e-mail from Servista to explain there was a "small problem" with processing payment, as my issue number had not been given. I e-mailed back promptly on 26th July to explain I had no issue number, and left a contact phone number where I might be reached if there was a problem. More time elapsed, and I received another e-mail from another representative asking me to forward my issue number, or else to leave details of when I might be contacted to provide this.I understand the rep also phoned my home number to request this. Now, it gets a little complicated, because I was letting my flat temporarily over the months of August and September. My tenants took the message that a Servista rep, whom I shall call "C", had phoned. The number that was left for me to respond to was invalid.
Nonetheless, I promptly e-mailed Servista to explain that I was currently and temporarily residing in Glasgow. I left my contact number there, my mobile number, my e-mail address and the written address. I also updated my personal details on the Servista site with my Glasgow contact number, so Servista would have an up to date record. Finally, I explained there was an answering machine at the Glasgow number, should I be unavailable to take his call.
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