YEP Says, December 6: Energy firms must provide customer service that’s worthy of the name

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...and concert goes spread the Christmas magic

JANET Thornton has been a good customer for Npower. She has never missed a quaterly payment and has stayed with the company despite having once had to enlist the help of an industry watchdog over a disputed bill which was later cancelled.

So how does the energy firm reward this loyalty? By hitting her with a demand for £3,377 for energy dating back to 2008 and giving her just six days to pay it.

The 77-year-old was stunned when 11 pages of bills arrived through her letterbox. One electricity bill totalled £2,331 for an 11-month period.

After the YEP got involved the company accepted it was almost certainly a mistake and promised to rectify it, but they hadn’t given Janet any such assurances.

At her age, such an out of the blue demand for an awful lot of money creates a great deal of worry. And it makes you wonder how many other vulnerable people have been spooked by similar bills.

Energy prices are already high enough that they leave many pensioners in the awful position of having to choose between eating or heating their homes without such blunders.

In this case the mistake was compounded by poor service which left a loyal customer like Janet feeling that no one cared about her concerns.

The best thing she can do now is take her business to another supplier, preferably one that at least knows the meaning of the words “customer service”.

Concert goers spread the Christmas magic

THIS Christmas, most families will once again be watching what they spend.

But that hasn’t stopped people showing their generous side and sparing a thought for those less fortunate.

The annual Yorkshire Evening Post carol service showed the true spirit of the season as hundreds of lovingly wrapped presents were placed under the tree at Leeds Minister by concert goers.

They made for moving scenes and for the needy children who will receive them it will bring a touch of Christmas magic that was in evidence at the concert and which they might otherwise be without.