Onjuiste facturen, dubbele afschrijvingen en geen reactie – zeer onbetrouwbaar
My experience with Van Mossel Energy has been extremely frustrating and disappointing.
For months I have been trying to resolve billing issues and incorrect payment reminders. I paid invoice NLVME10570 (€41.81), yet I continued to receive reminders stating that it remained unpaid.
I also discovered that invoice NLVME17643 was charged twice, resulting in a duplicate payment of €45.15.
What is most alarming is that since 16 July after my complaint on here and after the phone conversation with Noah and Jeremy from van mossel , I have seen multiple payment-related transactions and debits connected to my account again!.
At this stage, I have completely lost confidence in the accuracy of Van Mossel Energy's administration. Because of the ongoing confusion and repeated debits, I no longer feel comfortable keeping funds available in the account linked to these collections.
Today I spoke with Jeremy, unfortunately I was told that he could not resolve the issue because Stichting Mollie / Van Mossel Energy is handled by a third party and that my account could not simply be cancelled.
As a customer, I find this very difficult to understand.
When opening an account everything appears easy and straightforward. However, when a customer wants an account closed or wants recurring collections stopped due to administration errors, suddenly nobody seems able to take responsibility because a "third party" is involved.
How can that be the customer's problem?
After months of emails, reminders, phone calls and follow-ups, I am still hearing that someone else must correct the issue. Instead of one person taking ownership and resolving the matter, I keep being referred elsewhere.
My concerns are simple:
If an invoice has been paid, stop sending reminders.
Do not charge the same invoice twice even today third times!
Correct administration mistakes promptly.
Do not continue collecting money when there is an active dispute.
If a customer wants the account cancelled, there should be a clear process to make that happen.
This is no longer about the money itself. It is about trust, accountability and customer service. Cancel my account please and confirm this in writing!
I am no longer a customer of Van Mossel Energy and I do not want any further collections from my account. The repeated billing issues, duplicate or triple charges and lack of ownership have completely destroyed my confidence in this service.
Unfortunately, based on my experience, I cannot recommend Van Mossel Energy.
Reply from Van Mossel Energie
Dear Ms. Yuksel,
We sincerely apologize for the inconvenience and frustration caused by the incorrect reminders, duplicate payment and the lack of timely follow-up. This is not the level of service and communication you should expect from Van Mossel Energy.
Following our personal contact, we have reviewed the situation and corrected the administration. The outstanding matters have now been resolved and the necessary financial correction has been processed.
We appreciate your cooperation and the opportunity to resolve this matter personally. We hope that the way in which the matter has now been handled will help restore your confidence, not only in Van Mossel Energy, but also in the Van Mossel Automotive Group as a whole.
Yours sincerely,
Team Van Mossel Energie