Unrest in EWR's billing department in the city of Worms
In the Rhineland-Palatinate region, Electricity Works Rheinhessen (EWR) is facing a significant challenge as thousands of its customers have been affected by billing issues that have persisted for over a year.
The root causes of these problems are attributed to multiple factors, including the energy price brake, extensive changes to EWR's internal customer service software, and a merger of billing systems with the Alzeyer energy company e-rp. These complications have led to delays and inaccuracies in customer service, causing frustration among EWR's customer base.
Stephan Wilhelm, one such customer, has struggled to reach EWR by phone, and online appointments have been fully booked for weeks. Klaus Beer from Ober-Hilbersheim has reported being turned away by security at the EWR customer service centre and has yet to receive a response to his email sent in early December.
The Consumer Protection Centre of Rhineland-Palatinate has received 50 complaints regarding these customer service issues. One of the lawyer Mathias Machmer's clients, who had a photovoltaic system, did not receive any feed-in compensation for several years, amounting to approximately 9,000 euros, but instead received a bill for 13,000 euros.
The situation has resulted in over 20,000 customers receiving delayed or incorrect customer service. The company responsible for the customer metering and customer service management issues at EWR has not been explicitly named in public information.
EWR's board members, Wilhelm and Lagois, have sought explanations for the customer service problems. The company has issued a cease-and-desist declaration and promised to resolve the issues by the end of September. However, it remains to be seen if this deadline will be met.
Several dozen letters from EWR customers reporting various errors have been received by our website. Instead of considering meter readings, automated estimates are sometimes made, which are completely incorrect. This has led to confusion and financial difficulties for many customers.
The lawyer Mathias Machmer from Worms is actively dealing with the problems at EWR and has expressed concern over the situation. He emphasises the need for prompt and accurate resolution to alleviate the hardships faced by his clients and other EWR customers.
As the deadline for resolution approaches, customers are encouraged to stay vigilant and seek assistance if they encounter any customer service issues. The Consumer Protection Centre of Rhineland-Palatinate stands ready to assist and advise those affected.
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