This is not intended to be critical, I have PP’s interests at heart but I have to be honest about what I’m seeing in the community and it’s worrying.
The number of customers who either haven’t received statements, haven’t been billed, have had SM’s fitted only to find their account hasn’t been updated for months, and other associated long term (anything over 3 months is long term) billing issues is very concerning.
In instances where, from the info the customer is providing (a balance of £1000’s for example, or no billing for energy for months) a simple data check (Revenue Assurance) would throw up accounts which need immediate attention. it’s hard to understand why these haven’t been picked up and dealt with. They should never surface in the community, if they do every single one is a failure chalked up to PP (even if the fault lies with a rubbish system which relies on external services to validate readings/meters)
I can only conclude one of 3 things
Either you don’t have the checks in place (if so why not?)
You do have the checks but no one is looking
You don’t have the resources to deal with these accounts (so fix it or employ people who can)
I don’t want to see you suffer in precisely the same way with the same issues that caused Scottish Power and EDF to meltdown and have to spend millions fixing it and their reputations.
I know this is going to provoke a ****storm when you read it, and I don’t always believe what customers post (a lot of the time customers need to take some responsibility) but when I read that a customer hasn’t been charged for energy or billed for months even years so many times then I know something needs fixing.
I would add that we only see those who’ve found their way to the community, and given the near universal dislike of bot based customer services (I can back that up with recent evidence) I know there will likely be many more who haven’t managed to sort out their accounts because they file it under “tdsl” (too difficult sort later or ostrich syndrome)
I hope I don’t have to revisit this post in the future and say I told you so, I can only post about what I see.
(I have my hard hat on and cardboard down the back of my trousers but I don’t have a Kevlar vest, so I’ve stuck a tin lid up me jumper - you have to make do with what you have...)
(This isn’t going to get me a mention in the community roundup is it)