\u201cThis would have equated to a power bill of around $27,000 for that day had they followed through and billed us,\u201d the customer said.<\/p>\n
\u201cI can assure you we are not operating in competition to Tiwai Point and nor do we have a data centre on our property.\u201d<\/p>\n
Other customers repeatedly complained about a lack of communication from Powershop.<\/p>\n
\u201cThe problem is mostly lack of communication. I\u2019ve tried live chat, email, phoning and Facebook, but no one gets back to me,\u201d one said.<\/p>\n
Another said: \u201cI have seen a big jump in my electricity bill since we moved to the new app. I have been emailing and calling and trying to get hold of Powershop for weeks now to get it sorted\u201d.<\/p>\n
\u201cNo one has replied to my email, chats or phone calls.\u201d<\/p>\n
Another customer said the new app made it difficult to compare current electricity use with previous months and required them to consult emailed bills for historical information. They also said they were paying more than before.<\/p>\n
\u201cIt\u2019s such a frustrating time as a customer,\u201d they said.<\/p>\n
Another said the app was confusing and difficult to use, while their bills had increased substantially.<\/p>\n
\u201cWhen I queried why my bills were so high, I received no reply. After years of being with Powershop, I am going to switch to another supplier.\u201d<\/p>\n
Powershop, owned by Meridian, has about 6% of the retail electricity market. The company said it lost more customers than usual during the first two months of the app rollout.<\/p>\n
Meridian chief customer officer Lisa Hannifin wouldn\u2019t be interviewed by the Herald.<\/p>\n
In a statement, she said: \u201cAugust is one of the coldest months of the year and we know people are paying close attention to their electricity bills\u201d.<\/p>\n
\u201cWinter bills can sometimes take people by surprise, and we understand this can be concerning,\u201d Hannifin said.<\/p>\n
The Herald asked for comment on readers\u2019 experiences, particularly frustrations with customer service and large bill increases.<\/p>\n
\u201cEvery customer\u2019s situation is different, and we encourage those who have questions or concerns to get in touch with us directly so our team can review their individual circumstances,\u201d Hannifin said.<\/p>\n
\u201cThere are a range of factors that have influenced Powershop bills over recent months, including changes in lines and transmission charges (which differ significantly by region), the increase in energy charges that took effect on 1 April, household usage and the extent which customers are securing discounts by purchasing pre-paid Power Packs.\u201d<\/p>\n
Hannifin acknowledged some customers had experienced problems with Powershop\u2019s new app and said improvements were continuing.<\/p>\n
\u201cWe\u2019d like to reassure customers that app performance is completely separate from the pricing and billing of electricity,\u201d she said.<\/p>\n
\u201cWhile the app may have had an impact on some customer experiences, it has not had any impact on the size of their bill.\u201d<\/p>\n