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Are you paying your energy supplier 55p a minute when you call them?

Eleanor Newis
Nov 8, 2018


Are paying extortionate prices for calls to your energy firm, maybe it’s time for a switch.

Rising prices are not just the only way that energy companies are making money.

Another tactic they’re using is charging customers as much as 55p per minute for phone calls, and making them hold before getting through to a representative.

This means some customers are paying out money just for being hold. Which? found that the company Spark Energy takes up to 30 minutes to answer calls. It’s average timeframe for answering is five minutes and 29 second.

Other companies surveyed include Eon, who make consumers wait more than 14 minutes to speak someone, and British Gas, whose customers hold for almost ten minutes. The overall average for the energy industry’s call response time was just over three minutes.

Suppliers such as Eon and SSE use 0345 customer service numbers. These phone numbers charge people a fee, which can be up to 55p per minute.

One customer, Katy Cavell, from Chesterfield, spoke to This is Money about her experience and why she decided to switch from British Gas.

Katy rang the company to see if she could get a better tariff from them. She waited ten minutes on hold, only to be told that the cheapest tariff was ‘what you are using.’

Before this, she had to navigate a pre-recorded voice system that took up a lot of her ten-minute hold time.

After that, Katy switched to another company, looking for not just a better deal but also better customer service reviews.

Customer service is another area to consider when choosing your energy supplier. Look at online reviews and use a price comparison website like A Spokesman Said to find yourself the best deal.

Here at A Spokesman Said we love fighting for your rights and believe passionately in natural justice.

But these battles cost us money. You could help us fund these fights by using our price comparison site, A Spokesman Said for your energy, car insurance and household bills.

We’re just the same as Go Compare or any other price comparison site, so you won’t be losing out in any way - by helping us, you will be helping yourself.

Thank you for your support.