A SCRIPPING mom was left in tears after she was allegedly laughed at by an energy company employee when she called about not being able to pay her bills.
Jenna Rogers, 37, claims she contacted Utilita to discuss the prospect of her not being able to pay her £300 a month electricity bill after she was made fun of by a staff member.
An afflicted mother struggles to get back on her feet with 17-year-old son Kelvin after a period of homelessness, but says she was furious when a member of staff sang “Can you pay my bills” over the phone.
Jenna from Girvan, Ayrshire shared an audio recording of the alleged incident on 10 October.
A woman is heard singing the lyrics to Destiny’s Child Bills, Bills, Bills, and then cackling along with another female voice.
An enraged Jenna then filed a complaint, she says, when she received the audio clip, but believes the problem with the employee has still not been resolved.
She says Utilita emailed her back on October 12, telling her that the incident was under internal investigation.
The image shows an email similar to one from Utilita, which says, “Thank you so much for taking the time to talk to me today. In accordance with your SAR (Subject Access Request), we have emailed you a copy of the recording in question.
“We would like to offer you our most sincere apologies for this situation and we can assure you that it is being handled internally.
“Due to the GDPR, we will not be able to inform you of the results or actions taken as a result of this internal investigation, however, we take this matter very seriously.
“I’m glad we were able to find a solution to your complaint.”
Jenna shared the audio clip to TikTok on Monday.
The audio clip has an overlaid caption: “Utilita’s call when I called for help with my gas and the woman sang ‘Can you pay my bills…please’ and then laughed and laughed with her colleague.
“What’s wrong with the world when we need help, that’s what happens when we lend a helping hand. The number I called was for help with my gas bills.
“Wake up, they’re laughing at people who are fighting.”
Jenna added in the comments: ‘I spent £90 in a week on gas and am still in an emergency, it’s driving me crazy. I can’t celebrate Christmas again this year, I’m sick of it, they’re awful.
“I didn’t record the conversation. This was sent to me by Utility when I asked for it.”
The shocking clip garnered over 5,000 likes and over 500 comments from users left in disgust at the alleged Utilita employee’s behavior.
One person said: “How strange, today I got a call from Utilita about my bill and all I heard was laughter, at first I didn’t think anything about it.”
Another wrote: “Please tell me you complained and forwarded this to them. Shocking.”
A third commented: “Utilita is the worst company ever – no help, plus I haven’t had an account in years so I just have to rate every month.”
A fourth added: “This is so wrong. I’m with Utility, so sorry you had to put up with it – there are some sick people around who think this life crisis is funny when it really isn’t.
Speaking today, Jenna said, “I was owed money on October 9th, and the next day I ran out of money, it said the ‘friendly loan’ was over, and I was like, ‘Oh my God, I don’t have heating until the next day.’ .
“I called them to ask if they could return my stock before the next day – when I was in line for the call, they answered and this is what I heard.
“I said, ‘I can hear you singing, are you really singing this over the phone to a client?’ Then the call was cut off, so I started crying and called my sister.
“I was so angry. To be honest, I couldn’t believe what I was hearing, and when I calmed down, I contacted the woman and tried to explain what had happened.
“She kept apologizing and I just hung up. They tried to call me back and left a voicemail saying they were sorry about what happened.
“I ignored them and looked online on how to complain and sent an email asking that this call be sent to me.
“The manager called me, but he tried to prove that it was my fault that I used too much gasoline.
“He said, ‘You’ve been gassing up a lot, haven’t you?’ I asked him what is his meaning, he freezes.
“They made me feel like a piece of shit that day.
“All I did was cry, but with anger because I thought, ‘Is this what we are to these people, just a joke?
“I never thought that I would not be able to cope with the role of a mother. My son is my world, but lately with all this expense, I feel like I’ve let him down.”
She added: “When he had to stay with his sister, I felt really bad because I couldn’t even let my son keep warm or feed him. I sincerely believe that the problem is with me, and I am failing him.
“In 17 years, I have never sent my son away because I have nothing.”
Utilita has been contacted for comment.
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