Dom Davis (The Blog)

So, having received my very late, overly optimistic bill from nPower I called them today at my earliest convenience. I was asked to press 1 if I had a prepay meter… nope; 2 if I paid monthly by cash… nope; 3 if I paid by monthly direct debit… nope; or 4 if I paid by quarterly standing order… sod it, close enough. The call was answered quickly by a native English speaker which is always a bonus (one of the things I love about Scottish Power is their call centres are all in Scotland and you get a soft Scottish accent which is pleasing to the ear when you call them up) by someone who was only to happy to help, and apologise, and would I like to give her the meter readings from today so they could generate a new bill. I countered with a suggestion of giving her the meter readings from when they stopped supply me electricity in August last year rather than getting charged for months of electricity usage provided by another company. This seemed acceptable to her, the numbers were duly noted and more apologies were forthcoming. I was then offered to be transferred to the complaints department as she was in full agreement that I shouldn’t be happy with the situation as things stood. I declined stating that I also wanted to complain about other things too. I was told I could complain about everything all at once and I thanked her but declined since I wanted all further communication to do with the complaints to be in writing so I had a record.

Much as I would have loved to have gone ‘RAAAAAARRRR!’ over the phone it’s not the fault of the person in the call centre, she did apologise profusely and did everything in her power to sort things out. No, I want to go ‘RAAAAAAARRRR!’ at management. While I wait for my amended bill I feel the start of a letter coming on: Dear sirs….