Metronet email migration to Greenby . Bad move ?? No staff just Bots!

[#1]

So this is the story-

Hours spent communicating with AI Bots after email migration to Greenby.

Simple problem  -- one phone call would sort it. But no.

There is no phone number or email address for Greenby just BOTS.

If you get the the BOT to agree to a Handover to a human  (agent) then that is end of the message thread as no agent sorts problem or responds. This is worrying and they want money to continue hosting the emails. Suppose they take excess money from your bank who would you talk to at speed to sort out the issue. Would you trust a company that has access to all your data if there is no human contact.  What was Plusnet thinking when it transferred or went into partnership with this new business?

Greenby not registered at Companies House. 

Surely this ought to be investigated by the relevant authorities.

myk

[#2]

I've spoken to them and they assure me it's possible to get through and it's not just BOTs. 

In terms of company, it's Enix Limited. 

[#3]

@myk007 I've escalated this for someone to investigate, as we've been advised that the option to talk to a human should be provided.

edit: I see Tony already responded to the escalation

[#4]

I gave them my telephone number from the very start on one of many tickets raised with them  -it was even in the header and repeated on subsequent tickets.  !

This was the response from the AI BOT -'We don't have agents available to call -- or a telephone line' !

My wife also raised a ticket with Greenby covering the same issues and the AI BOT came back with this reply -

"Note: We can't arrange calls directly here but I can hand this over to an agent .......

I'm transferring you over to an agent now, they will be with you shortly.........."

Weeks go by and agents never pick up the case instead the ticket and message thread effectively goes dead.

This has happened on many occasions.

Isn't it time for the Ombudsman to look into this?

myk

[#5]

I don't know of your current situation, but please drop me a PM with a brief summary and your Metronet email address and I'll raise it directly for you when I'm in the office (tomorrow morning). I'm sure the problem can be resolve quickly and amicably.