Gas and electricity about to be cut off

Well I’m at my wits end and this is more of a rant but also if anyone has any advice more than welcome.

We recently moved to a new apartment start of December and then mid-December we made a new contract with Engie for gas and electricity. The contract was back dated to the day we moved in. Anyway, this is our second contract with Engie and we had no issues before and in the client zone it says all is good so we move on with our lives.

Around 20th December we get a letter in the mail from Sibelga saying there is no contract for gas and electricity at this apartment and it will be shut off. But the letter is dated from before we made the contract so we thought ok probably it’s all good now since the contract was made after the letter was sent out. That was our mistake of just assuming instead of double checking.

Then a week ago the landlord forwards us an email from the old tenant also from Sibelga saying the same thing: our gas and electricity will be cut off because there’s no existing contract. I immediately call Engie and they tell me all is good with the electricity contract but the gas one was ‘stuck as a draft’ in the system. That was the only explanation we got. I explain to them ok understandable (what else can I say??) but can they please correct this and send then contracts asap to Sibelga otherwise we will get everything shut off. Engie says yes they will put an urgent request.

I waited a couple days and called Sibelga to check and they haven’t received anything. The person from Sibelga was actually quite nice and helpful and told us to document everything to have proof that we actually had the contract and we contacted Engie.

This situation then goes in circles and I’ve just got off the 4th phone call I’ve had with Engie where again I explain my situation, again they tell me it’s a glitch in the system and again they will make an urgent request. I explain I’ve had an ‘urgent’ request placed the first time I talked to them a week ago and still nothing.

So yeah end of day, no improvement, Engie couldn’t give me any explanation other than glitch and no solution and we might lose gas and electricity in the middle of winter.