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Npower lost almost 355,000 customer accounts in 2015, the firm has revealed, as it announced it is axing 2,400 jobs across the country.
Customer gas and electricity accounts dropped by around 7% to 4.77 million by the end of 2015 because of "over-complicated processes" and poor customer service.
Problems with its IT billing system saw npower issue more than 500,000 late bills between September 2013 and December 2014.
This, along with poor complaints handling landed the provider - owned by German energy group RWE - with a £26 million fine from regulator Ofgem.
Npower power said it is beginning to see improvements in its customer service, with complaints per 100,000 customers more than halving last year and coming in below the industry average in the fourth quarter.
Trade union Unison has called today's loss of 2,400 npower jobs "a devastating blow to the workforce" and said that staff are paying the price for mistakes in management.
Npower has been in trouble for some time thanks to poor decision-making at the very top, and workers are now paying the price.
The company's failure to invest properly in new systems has left it with one of the worst customer service records in the business.
Npower is axing 2,400 jobs over the next two years, here's who will be affected by the losses:
- An office in Burton, which employs around 200 staff, is confirmed for closure
- Some job cuts will take place in the Midlands, one of the firm's major operating areas
- Aside from Burton, the rest of the job losses are not "site specific"
- A mix of those who work directly and indirectly for npower will be axed
- There will be no job cuts at any of npower's power stations