Energy company sends ‘offensive’ cartoon after customer asks for help with meter

Exclusive:

Boost, which is part of Ovo, has apologized for sending a rude image of Dora the Explorer to one of its customers who was only asking for help to top up his energy meter

Jerardo Cazarez asked for help to top up his meter – but got a nasty surprise

A man has been shocked after asking his energy company to help him top up his meter only for them to send an offensive Dora the Explorer cartoon.

Jerardo Cazarez, 40, is a customer of Boost – which is part of Ovo Energy who manages prepaid customers energy meters.

Due to a problem with his Boost app, Jerardo was unable to recharge his energy unless the company sent him barcodes in an email.

On March 28, Jerardo contacted Boost to ask them to send more barcodes – but got a nasty surprise instead.

He received an email from [email protected] saying: “Hello Jerardo, thank you for contacting us today. Please find a copy of your barcodes attached.”

But the email had no barcode and the only attachment was a cartoon Jerardo describes as “somewhat offensive”.

The crude cartoon was an edited image of popular children’s television character Dora the Explorer.

In the TV show, Dora Marquez, a seven-year-old Latina, goes on adventures to find new places or new experiences.






The offensive cartoon sent by a Boost staff member

But in the cartoon sent by Boost, Dora is depicted as very pregnant, with a speech bubble saying, “Can you help me find the father?”

Jerardo, who is American with Mexican grandparents and now lives in South Wales, said: “It may not have been racially driven, but the main issue is that it wasn’t totally unprofessional I think there should be an official apology.

“It’s not so much about financial compensation as it is about letting people know what happened.”

Jerardo, a father, complained to Boost on March 28, but received no response.

He then pursued the complaint earlier this month, only to be told to wait for a response.

Almost two months after filing his complaint, Jerardo had still not had a response, or had his speedometer screen replaced as he requested, so contacted The Mirror.

After The Mirror intervened, the staff at Boost contacted Jerardo to apologize and sent him two baskets as an apology.

A Boost spokesperson said: ‘We are truly sorry for Mr. Cazarez and apologized for the image that was shared. The home display requested by Mr. Cazarez has been sent and should arrive in the next few days.

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