Energy firms are leaving customers hanging on the telephone – with some making them wait almost half an hour on average.
Which? made more than 450 phone calls in total to 38 gas and electricity suppliers, as well as testing live chat and email services – finding huge variations in how long customers were kept waiting.
Spark Energy, which went bust last week, was the worst for call waiting times with an average 27min 21sec on hold.
Utilita left its customers waiting for an average of 24min 19 sec.
Npower was the worst of the Big Six at an average 20min 31 sec.
Alex Neill of Which? said those suffering “shoddy customer service and rip-off deals” should switch and save almost £400 a year.
Utilita said complaints had fallen by 68% but it was investing in “our live chat service and a social media team”.
Npower said it was recruiting 140 staff after it had “seen a significant increase in customers calling our centres”.
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