EMO Oil - Rude, Arrogant and Rubbish

Funky_Wellies · 10 February 2011 at 1:05PM

I have an issue with EMO Oil ( A division of Shell), on which I would like comments please.

I had a standing order arrangement with EMO Oil and the agreement was that they would replenish my tanks as they believed that we were using the oil - which suited fine.

In December they raised my monthly direct debit from £60 a month to over £200 a month without warning.

At this time we contacted them, asking for the reason for the increase and telling them that we did not want to continue on this basis. They said that this was fine and that they would amend their records.

On Tuesday this week we received an unwanted delivery of oil from EMO and when we contacted them to tell them we did not want this as we were moving house, they said that we have never contacted them and they told my wife she was lying. Naturally, my wife got upset and angry and, unfortunately, she fired back.

I have spoken to the "customer service" team at EMO this morning, and the belligerence and attitude of the person I spoke to was unbelievable. Basically, she called my wife a liar, and said that we had never made a call. When I challenged this, politely I may add, she told me she was not interested in talking to me any more and was going to terminate the call - which she did!!!!
She further added that no-one had called and that it was "tough on us" and we should have written in - which we were not advised to do.
she backtracked with my wife yesterday, and said that we did not call on the 4th December but we did call on the 11th?!!!!! - who is the liar?

Has anyone had experience of this kind of practice? What can I do? They are quoting £300 to remove the oil we do not want and other than that it appears we do not have a leg to stand on?

Is this how any customer should be treated? Is it because they believe they are all powerful, and can do and charge what they like?

HELP!!!!!

smallblueplanet · 10 February 2011 at 3:17PM

Can you check your phone bill and see the details of the call? But anyway I would call again and ask to speak to a 'manager' or supervisor of the customer service team. I would detail your conversations so far and ask what they intended to do about it. As for where you stand its difficult to say, was your direct debit changed back or cancelled? Is there any sign of your original call being 'actioned' by one section of the business? Good luck. Oh and I always ask who (and often where) I'm speaking to and note it down along with notes of the call - phone calls sometimes 'go missing' I find...

Funky_Wellies · 10 February 2011 at 3:29PM

Thanks for the advice. The person who my wife spoke to was apparently the manager who was rude. Unfortunately, she called form our office and we do not have itemised billing. My wife said she was annoyed because of the increase in DD. She had not asked for the oil and she felt that she had been cheated because the oil was at an extremely high price - so this assumes their greed! They delivered the oil on the 4th December prior to this latest unwanted delivery, and then my wife contacted them. They are trying to trip her up on dates. The order they put through on the slip for this latest delivery was actioned on 19th January according to EMO OIl's paperwork and yet they still delivered on the 8th!!!!

Funky_Wellies · 10 February 2011 at 3:30PM

What this woman is saying that she believes her colleagues before us, and that we are in the wrong because we have no records as proof of the call!

smallblueplanet · 10 February 2011 at 3:45PM

I think you need to speak to someone else about this. Ask the woman who is the manager who her boss is and work your way up - I'd suggest you put things in writing and get them 'ordered' while you remember clearly. Perhaps ask someone like CAB for advice too?