Are PFP Energy based in S Africa?

fly-catchers

Recently moved to PFP energy and tried to submit my second reading as requested by email today. The online submission won’t accept my readings and say contact us by email. But on the site itself it has this message Due to a state of alert in South Africa our phone lines are currently closed which may also cause a delay when using webchat. To get in touch with us please email hello@pfpenergy.co.uk. We apologise for any inconvenience caused and hope to have our phone lines back up as soon as possible. Will I regret moving to them I wonder!?

QrizB

Someone else recently mentioned that their call centre etc. was in ZA. I guess it makes a change, and it's in the right time zone.

niktheguru

fly-catchers said:

Recently moved to PFP energy and tried to submit my second reading as requested by email today. The online submission won’t accept my readings and say contact us by email. But on the site itself it has this message Due to a state of alert in South Africa our phone lines are currently closed which may also cause a delay when using webchat. To get in touch with us please email hello@pfpenergy.co.uk. We apologise for any inconvenience caused and hope to have our phone lines back up as soon as possible. Will I regret moving to them I wonder!?

Yes their call centre is offshore in South Africa.....you also answered this yourself from the website!!

yelias

fly-catchers said:

Are PFP Energy based in S Africa?

Preston, I thought.
https://www.moneysupermarket.com/gas-and-electricity/suppliers/pfp-energy/

That's the location they are currently advertising a position to work as an 'Energy Specialist' for within customer services, working alongside 100+ other employees.
Someone has to respond to webchats and emails.

They may have outsourced their call centre operation to a third party in South Africa.

Penelopa.Pitstop

They moved call centre to SA couple of months ago. That's what guy from complaint team told me, when we discussed their efficiency.

If everything works ok, you will have no reason to contact them. If there's a problem, prepare for months and months of calls to resolve it. It took 3 months to get my faulty meter replaced and it only happened, because I complained to CEO.

Now, newly installed smart meter failed after 6 days, so I wonder how long it's going to take. Luckily, I have direct email to them now.

fly-catchers

Managed to email the readings through and have been accepted. Just wondered if the inability to input my readings on their web site and that message were connected or not. Most likely not...

Boxman

Just had an e-mail from them advising that because of riots in South Africa their phone lines are currently closed.

Message also says "Our back office teams are still working so there will be no disruption to your energy supply including change of tenancies, meter readings, switching and erroneous transfers."