En­ergy callers wait on phone for 27 min­utes

The Courier & Advertiser (Dundee Edition) - - NEWS -

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.

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