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.
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