Energy supplier E.On Next has been ordered to pay £5 million in compensation to more than 500,000 customers for “unacceptable” call services. Energy regulator, Ofgem, said a review of customer service standards and complaints-handling across the sector uncovered “severe weaknesses” at E.On Next, with customers facing long call waiting times and a high level of unanswered calls.
Customers were forced to wait on hold for 18 minutes on average, while half of all calls were dropped and failed to contact the supplier, according to Ofgem. The regulator said E.On Next will pay £4 million to more than 500,000 customers that were potentially affected, working out at £8 each.
It will also pay a further £1 million to Ofgem’s voluntary redress fund, which supports vulnerable energy consumers and other innovation and carbon emission reducing investments.
