Utility 'billing' and 'collection'

Utility Rant….

I’m all for automation and making life simpler for both supply companies and consumers but despair at the systems and processes used by most if not all major utility companies in billing and chasing for payment. I’d go further and express incredulity that in some circles, awards are granted to utility collection teams!

I cannot see ANY skill applied to billing or collection in utilities if they work along the same lines as EDF Energy.

There’s been an unstoppable shift in suppliers no longer doing the donkey work, ergo getting someone out there to read a meter, sending an invoice through the post and a reminder or two. Furthermore, customer service is outsourced including online chat services with the quality of both too often woeful. To cap it all, they offer ‘incentives’ to reduce bills annually by committing to pay be direct debit which invariably results in their bank balances being super heavy with client money.

My beef is this-

• EDF Energy bills frequently on estimated readings (expecting me on occasion to do it for them, saving them the cost)
• EDF Energy does not send me an invoice or indeed notify me at the point of invoice, either by post or email
• The first I know of an outstanding invoice is when automated diallers come in to my home telephone (dozens in a matter of days and at ridiculous times) that family members simply cannot understand.
• Thereafter, similar automated diallers kick in to my mobile number that are not identifiable and often missed
• Followed closely by text messages that I cannot reply to….

Utility companies have cut costs in not employing meter readers, non-generation of paper invoices with associated stationery and postage and yet still manage to charge extortionate rates per Kwh topped with outrageous standing charges.

I can shop around and I will but when most if not all utility companies operate similar practices (almost a cartel system), consumer freedom is limited.

I’m all for automation and cutting costs if the charge and service offered to the client is reduced and improved in each case. What I find incredulous is that a supplier will invoice a client who will know nothing about it until collection calls and text messaging kick in.

How can collection teams merit awards when everything is done by machines enforcing shocking billing practices?

EDF my friends, a simple email notification notifying me an invoice has been generated will get your payment a bloody sight quicker than it currently is given the way you operate.