I confirm: in NEDGIA nobody attends the client in ...

I confirm: in NEDGIA nobody attends the client in person.
My problem: review of boiler of 5 years badly done. He attended a neighbor in my absence. The boiler was in STAND BY and the technician reports that it does not work when it goes perfectly!
After 2 telephone claims, travel to NATURGY and IBERDROLA (my billing company) they all disregard.
I just put a claim to OCU.
While ... I have been charged for the review if this is not abuse of power ... God come down and see it.