[EmmaBBurchell]

I owe no debt on my account. But everytime I try using power up, I get told sorry we’re unable to provide a power up.
this is unacceptable, as I use medication that has to be refrigerated, and it’s easy if I get low on electric to use the power up if need be.
but for some reason I’m never able to any more it just stopped working.
I'm not always available to call up. So using the app is easier.
can this be sorted

[WilliamB]

Hi @EmmaBBurchell,

I'm sorry to hear that you are currently unable to use the POWER UP feature in the app. At the moment we are experiencing an internal issue with the POWER UP systems that is affecting a number of customers, which our app team are currently trying to resolve. Unfortunately, this can be quite technical and we don't have a timeframe on how long this will take. The best way to get in touch if you require financial assistance is to call our customer services on 0330 333 7442, and one of our advisors can help you. However, I appreciate you can't always call, so you can also get in touch by live chat, which can be accessed through the "chat to us" box on our website.

Thanks,
William

[Chezzall]

It's an ongoing problem I've not been able to power up for months, i was interrogated when i spoke to them on x, power ups were so handy but now they don't want to help. If you contact them they will dive into your finances and ask why you can't top up.

[WilliamB]

Hi @Chezzall,

Thanks for your feedback, we really appreciate it. I'm sorry to hear that you are also unable to use the POWER UP feature at present, and of your experience when contacting us. We do have certain questions and statements we must read in order to maintain compliance with OFGEM regulations. This is to try and avoid putting customers into unnecessary debt. I apologise if these came across as intrusive to you. I will pass your feedback on to the relevant people to address how we approach these questions and statements going forward, and if there is a better way in which we can discuss them.

Thanks,
William