Energy callers wait on phone for 27 minutes
Energy customers are facing “infuriating” waits to get through to call centres, while some online queries are going unanswered, a watchdog has found.
Spark Energy, which went bust last week, was the worst firm for call waiting times, leaving customers on hold for 27 minutes and 21 seconds on average over the course of the investigation by Which?, potentially costing a mobile phone user £15.
The consumer group made more than 450 phone calls to 38 gas and electricity suppliers and also tested live chat and email services, finding “huge” variations in how long customers were kept waiting.
Utilita left its customers waiting for an average of 24 minutes and 19 seconds and had the longest single call waiting time of 72 minutes and 40 seconds – the amount of time it takes to get a train from London to Southampton, home of the firm’s head office, Which? calculated.
Five of the Big Six energy firms kept customers waiting for around 10 minutes or longer on average – with Npower the worst on 20 minutes and 31 seconds.
Scottish Power was the best of the Big Six with an average call waiting time of three minutes and 29 seconds.