Npower's botched billing system still a 'concern'

Npower has earned the title of most complained about energy firm after its bungled SAP billing system implementation.

Share

Npower has earned the title of most complained about energy firm after its bungled SAP billing system implementation.

Many of npower’s 5.4 million customers began to experience problems, such as billing delays and direct debit payment schemes not being set up properly, as account details were transferred from legacy in-house systems onto an SAP platform in 2011.

Two years after, a high level of customer complaints recorded by the Citizen’s Advice Bureau - 306 complaints for every 100,000 npower customers in 2013, reaching a peak in December - suggests that the problems have not been resolved.

Citizens Advice chief executive Gillian Guy said: “Things are getting worse not better for npower customers. It is unacceptable that npower has not yet sorted out the serious failings in its billing systems and customer service which are causing so many complaints and serious problems for its customers.

“For well over a year now some npower customers have been finding their finances thrown into chaos. Some are not receiving bills and others are ending up in debt because their direct debit was cancelled. Citizens Advice has asked npower to make sure people affected get any appropriate compensation.”

The watchdog told customers affected by payments to, “ask for some sort of compensation for the time you spent on trying to sort out problems and the financial impact of late billing for example reduce the balance of the bill and cover the cost of phone calls.”

In December, npower was forced to bring in service provider partners to help resolve the disruption to customer-facing systems.

It is not the first time the energy supplier has warranted bad press. In 2011 npower was accused of breaching the Communications Act 2003 over dropped calls to customers, which were made repeatedly due to a glitch in call centre telephone systems.

 

"Recommended For You"

Npower sees better analytics sparking salesforce Npower billing system “disaster” responsible for £106m operating losses