Praise for Npower complaints team

cheltenham_dude

I did have a long running problem with Npower sending bills ment for the previous occupier (dated for a period 6 - 8 months before I even looked at the flat) addressed to the occupier - have called up four times and been told to put the bill back in the envelope and send back to them, marked return to sender, and each time, the call centre agent has said that they will make a note on the system (which appears to have not been done each time).

I recieved a letter from the complaints team today and after a quick call they took the details of the letting agency so that they can get a forwarding address for the previous occupant (or try to - I'm not sure if the agency will still have a forwarding address for the previous occupant).

So a good result for Npower finally (hopefully it will stay that way) and I would like to praise the complaints team for having their heads screwed on, even when the standard contact centre don't appear to.

hippyadam

Lucky you!

I've had nothing but grief from npower & my numerous complaints get the standard acknowledgement letter & nowt else.

Ive since gone to a different supplier & im holding onto my final payment in the hope of actually getting a response & all i get is letters from DCA's who swiftly dump the file when they receive copies of all my unanswered correspondence!

Maybe its my face... :eek:

mrcol1000

cheltenham_dude wrote: »

I did have a long running problem with Npower sending bills ment for the previous occupier (dated for a period 6 - 8 months before I even looked at the flat) addressed to the occupier - have called up four times and been told to put the bill back in the envelope and send back to them, marked return to sender, and each time, the call centre agent has said that they will make a note on the system (which appears to have not been done each time).

I recieved a letter from the complaints team today and after a quick call they took the details of the letting agency so that they can get a forwarding address for the previous occupant (or try to - I'm not sure if the agency will still have a forwarding address for the previous occupant).

So a good result for Npower finally (hopefully it will stay that way) and I would like to praise the complaints team for having their heads screwed on, even when the standard contact centre don't appear to.

I had the same problem with Npower and our letting agent had to fax them twice before they stopped demanding payment for a previous tenant. We even had baliffs turning up at the door to cut the power! Npower staff were very rude and seem to be very suspcious of us. Eventually we got this sorted but the person who spoke to my OH convinced her she had to set up an account with them even though we got all our power from a different supplier (the one that the last two previous tenants had been with). Then of course we started getting bills in my OH name for electricty that they were not even supplying. So we made a complaint to Npower who said they would suspend the account till it was sorted. We then of course got a final reminder. So we called again and was told it would be really suspended this time (promise!). Three months later no response from Npower. We are just told that the specialist complaints team are looking into it.
Every person at Npower seems an awful rude unintrested person and we only convinced Npower that the tenant who apparently owes Npower the money, that caused the baliffs to turn up had gone, when I posted it on here. The Npower rep then looked into it and suddenly they agreeded this person had moved on.

undaunted

I'm amazed that anyone would praise these people. I consider Npower to have the worst customer service I have ever come across.

They've also been criticsed by Ofgem and "related researchers" in the past

I_know_my_ABC_and_my_CMYK

I have had nothing but problems with Npower. They finally admitted in Feb/March that yes I have a faulty electric meter, which they did change. I phoned the new reading in which they did nothing about. They then sent me a bill for £233 per month, I'm on Income support, how do I pay that. managed to agree a cheaper monthly amount. They suggested going on their taffif for disabled people etc. This has just made things worse.

Complaints are now dealing with it, but I'm not going to hold my breath. Next stop will be the ombudsman.