Utilities firm Powergen has admitted that some its customers have received “frankly appalling” service from the company’s call centres.
The admission came after complaints from hundreds of Powergen customers in Eastern England about the cost of their bills.
The customers also complained about the service they received when ringing call centres highlighting the overcharging.
Powergen admitted that some of its customer service staff had not been properly trained.
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Customer service director, Paul Elliot, told Radio 5 Live: “The standard of customer service that some of these customers were getting is frankly appalling. It is just not good enough.
“The training we put in place for some of our people wasn’t effective, and we haven’t encouraged the right standards of customers service,” he said.
