Customers using Staywarm...beware!!!

joseph012

hi i work for powergen, in nottingham. currently some our staff are working through a huge task list(based elsewhere) which consists of over 30,000 customers currently on Staywarm.
Staywarm is a Tariff for elderly people over 60 where they pay a set amount each month for gas and electric.They can then use whatever amount they need to without being billed!
Ok heres tthe problem. alot of these customers are not aware that their tariffs have not renewed (12 month tariff) They just continue to pay their set amount each month/week/fortnightly. Now we are going into them and renewing them, from over 1 year ago and contacting the customers telling them that they are now £100 - £400 in debt!!!!!
Me and my work force are not happy with this as it is our fault yet we are expected to frighten the elderly and get this money from them. i agree if it was maybe 2 -3 months, but over 1 year?????
Anyways my point is that if alot of customers stick to their guns and dispute the charges ,we have to get rid of the debt!! Not alot of people know that if you quote "paragraph 5-section A of your terms and conditions....WE at POWERGEN are breaking our own terms and conditions!!!

We have dealt with hundreds of elderly...distraught and tearful due to us forcing these charges..Hopefully this will fight their cause better. All the managers see if CASH and they want it!!

I know that they have used the service but to go back and say 12-18 months later "we have charged you the wrong amount" is wrong!! that is not reasonable time to inform of charges..reasonable is maybe 2-3 months!


Is there any way i can raise this issue to get a bit more coverage, my job is on the line here...but so what!!!

needmoney

How kind of you to post this Joseph. Thanks.

We have dealt with hundreds of elderly...distraught and tearful due to us forcing these charges..Hopefully this will fight their cause better. All the managers see if CASH and they want it!!
And how awful you have to do this.

Miss_Penny_Pincher_2

I highly commend you - you sound principled and brave - if only everybody was like you! Could you anonymously contact nationally papers etc?

[Deleted User]

what a good and kind person you are Joseph012

chas1937

Hi Joseph012,
Just thought I,d let you know that I have forwarded your post too
suppliercomplaints.scotland@energywatch.org.uk and see if they can do something about it as they do have some clout as I found too my benefit last year when I was getting the runaround from Staywarm

foxhaven

If as you say Powergen are breaking their own T & C applicable to the Staywarm provision for suppling gas and electricty at a fixed price, then report the matter to OFGEM and you'll find their details at http://www.ofgem.gov.uk/ofgem/index.jsp

Good luck

Gal

If he reports it to ofgem he would probably lose his job as he works for powergen.

joseph012

Gal wrote:

If he reports it to ofgem he would probably lose his job as he works for powergen.

very true...i will leave it up to yourselves and fellow customers to report.
But trust me when i say....just disagree about the charges,and kick up a fuss and mention ofgem.
you will find the charges dropped!!
they do not want to take a chance with being reported. As stated a reasonable time for charges is maybe 2-3 months not 18 months etc. We are using bully tactics to get our own way!!

joe


i hope they cannot find out my details from this site

Gal

joseph012 wrote:

very true...i will leave it up to yourselves and fellow customers to report.
But trust me when i say....just disagree about the charges,and kick up a fuss and mention ofgem.
you will find the charges dropped!!
they do not want to take a chance with being reported. As stated a reasonable time for charges is maybe 2-3 months not 18 months etc. We are using bully tactics to get our own way!!

joe


i hope they cannot find out my details from this site

I work for powergen in Rayliegh. Fortunately I do not deal with Staywarm accounts, Although I totally understand about the elderly people. I have Numerous ongoing queries in relation to incorrectly billed accounts that I am going through at the moment. Although from most points you will agree that powergen as a whole has improved greatly since the beginning of the year. The Majority of cases at the moment is back office teams completing outdated task lists.