Just updated the research from feedback on the UK energy market and the collections process.
This covers all key residential suppliers in the UK market and collections associated feedback up to June 2024. A couple of key themes remain
KEY THEMES
Poor Customer Service
- Instances of rude customer service representatives hanging up on customers without warning.
- Ineffective escalation processes, with repeated promises of callbacks that are not fulfilled.
- Customers experiencing significant frustration due to being passed between departments without resolution.
Incorrect Billing
- Recurring issues with incorrect bills being issued even after supposed resolutions.
- Instances of bills being sent to the wrong address despite customer verification.
Communication Failures
- Inability to reach appropriate support teams, with emails going unanswered and phone calls not resolving issues.
- Automated messages and helplines leading to dead ends, causing anxiety among customers, especially those with specific needs such as disabilities.
Account Management Problems
- Difficulty in transferring accounts and updating customer information. Customers unable to access their accounts or essential data through online platforms.
WHAT HAS IMPROVED
Customer Service Responsiveness:
- Noticeable reduction in customer complaints about long wait times and unhelpful responses from customer service representatives. Fewer instances of customers reporting excessive hold times or the inability to reach human agents.
Account Management and Billing Transparency:
- Some improved access to and management of online accounts. Fewer issues with logging into MyAccount and managing their billing information, suggesting enhancements in the user interface and account management systems.
WHAT HAS DETERIORATED
Debt Collection Practices:
- Increase in complaints about aggressive debt collection practices. More frequent instances of harassment, legal threats, and involvement of debt collectors for disputed or incorrect bills, resulting in stress or anxiety.
Resolution of Disputes:
- Increase in unresolved billing disputes and incorrect charges being pursued aggressively by collections. Could indicate deterioration in the effectiveness of dispute resolution processes and customer support in addressing billing inaccuracies.
Communication Consistency:
- Reports of inconsistencies in communication, some promises made by customer service agents (such as callbacks or issue resolutions) are not being fulfilled.
Full report below
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