One of the things that always distinguished ARMS was that it had never had a good customer service in the sense that they rarely give reason for their decisions in a language that can be understood by consumers. However, the last case that we referred to them was about a consumer who noticed that he was not receiving any payment for the power he was generating through the solar panels.
The problem was that ARMS had an incorrect ID number in their system. The consumer presented his ID card but this was not accepted. After many calls and letters from the consumer’s notary, the problem was resolved and ARMS corrected its records.
The consumer, rightly, claimed a refund of the cost incurred by him to prove that ARMS’ record was incorrect. However, in spite of many calls, nothing happened.
We contacted ARMS in March so as the consumer receives an answer to his request. To date, after 2 months, we are still waiting for the consumer to receive this reply.
We believe that this is very bad customer service especially since ARMS was set up to solve these problems which consumers experienced with the previous system. However, in spite of the high cost that taxpayers had to incur for this change the situation is still the same – bad customer service.