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I really like the website with customer portal and all overviews about electricity usage etc. Also it was easy for me to contact customer service via phone. The invoices are a bit confusing from my perspective and could be created in a more easier way to understand what I am paying for and what I am going to pay in advance. Downer: I recently received a bill with almost doubled amount. After calling (1min wait) they told me there is a certificate position they simply forgot to set on the bills since start of my contract so I have to pay that backdated until start of my contract. Not cool - really bad communication. If you do a mistake then please communicate and not only send out higher invoices.
My bill went a lot higher in price out of nowhere with no notification. The consumption overview on website and app doesn't work. The billing is confusing. On call with customer support I was told they "forgot" to charge me an additional fee and now they put it on my bill to collect fees since 2024. No discount given, they just decided to charge for their mistake retrospectively without even notifying me. Due to a move to a new address I asked to move my subscription, but I was put on a more expensive plan wihtout my knowledge. When I called they said it was "a mistake" and gave me the "cheapest" plan they have. However I cannot see the "Produkt" I see on "Min side" anywhere on the website or app. 2 products on the website do not match products I have and there is no clear way to compare them. Funny enough, I do not see this "forgotten" fee in my bill for the new address, which leaves you wondering if their claim of "everything is correct now" can actually be believed...
Adam was swift in the instruction and was accommodating !
