You are here: Home - Household Bills - News -

Bill errors top complaint by energy users

0
Written by: Paloma Kubiak
12/12/2019
Energy customers struggle to get accurate bills, with errors the most common complaint, according to a leading charity.

More energy customers (60%) contact Citizens Advice about bill errors than any other issue related to their gas and electricity supply.

They are also the most common gripe by customers of three of the bottom five suppliers – Ecotricity, Outfox The Market, Green Star – according to the charity’s latest energy customer service ratings.

Nearly one in five (17%) energy customers contacting Citizens Advice were unhappy about how energy complaints were handled, and 12% complained about phone waiting times.

Based on customer feedback, Nabuh Energy comes bottom for the third quarter while Breeze Energy tops the table for the second time.

‘Big Six’ energy suppliers EDF and E.ON made it into the top five while Toto Energy which went out of business in October, was previously in 37th position.

In the last two years, 14 domestic suppliers have gone out of business.

In one case seen by the charity, Gean was paying Green Star Energy by direct debit, topping up amounts when they used more than expected. But when she wanted to switch, she was told they owed £900. Gean and her husband repeatedly asked for a breakdown of the bill but received no reply.

Her husband was diagnosed with cancer and to reduce the stress, they used savings to cover the amount. However they continued to receive demands for payment and after her husband died, she again told them to stop. She contacted Citizens Advice who explained the situation to Green Star Energy and the letters finally stopped.

Gillian Guy, chief executive of Citizens Advice, said every energy firm should be able to provide customers with an accurate bill.

“The inability of some suppliers to get this right causes a great deal of unnecessary stress for customers.

“Some of the difficulties experienced by people who come to us for help are a legacy of an under-regulated market. Too many under-prepared companies were allowed to set up as energy suppliers.

“We’d like to see Ofgem making basic customer service such as accurate billing a top priority, and step in sooner when energy companies don’t meet decent standards of customer service,” she said.

YourMoney.com has contacted Green Star Energy for a response. We’ll update this story once we hear back.

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

The savings accounts paying the most interest

If one of your jobs this month is to get your finances in order, moving your savings to a higher paying deal i...

Coronavirus and your finances: what help can you get?

News and updates on everything to do with coronavirus and your personal finances.

Everything you need to know about being furloughed

If you’ve been ‘furloughed’ by your company, here’s what it means…

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

Read previous post:
Cynergy Bank bucks the trend by raising easy access ISA rate

Cynergy Bank has increased the rate on its easy access ISA as other providers make cuts.

Close