Npower given two months to solve billing errors
Energy firm npower has been threatened with a £356 million fine and a ban on outbound telesales if it does not fix late billing which has left customers with big and unexpected payments.
Npower apologises again for billing problems
Energy firm Npower has apologised again for customer service problems that have taken "longer than planned" to be resolved.
In a statement the company said its CEO Paul Massara had written to customers last year to apologise for the issues, which were "caused by the implementation of a new computer system".
The company says a number of measures have been introduced to tackle the problems:
- An extra 650 have been assigned since December to help resolve problems
- Late invoice and complaints data will be published monthly
- An additional £20 million will be invested this year to deal with customer service issues
- A ban on outbound telesales calls if late billing targets are missed
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