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 ...
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