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Npower given two months to solve billing errors

Energy firm npower has been threatened with a £356 million fine and a ban on outbound telesales if it does not fix late billing which has left customers with big and unexpected payments.

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Npower apologises again for billing problems

Energy firm Npower has apologised again for customer service problems that have taken "longer than planned" to be resolved.

In a statement the company said its CEO Paul Massara had written to customers last year to apologise for the issues, which were "caused by the implementation of a new computer system".

The company says a number of measures have been introduced to tackle the problems:

  • An extra 650 have been assigned since December to help resolve problems
  • Late invoice and complaints data will be published monthly
  • An additional £20 million will be invested this year to deal with customer service issues
  • A ban on outbound telesales calls if late billing targets are missed

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