Has anybody ever had a reply from NPower?

arcon5

I've sent several emails and a letter and never get a response...

Yet letter after letter comes through the letterbox to contact them with regards to arrears!

25.6_Pre-contract_oblig

Hi arcon5,

I'm sorry to hear this.

I can say "Sort of".

However, in my case:
A. I have never sent them an E-Mail, I'm a Telephone Customer.
B. I have an ongoing Complaint.
C. I think that they are having major issues with their 'new system'.

I was so concerned about this that I started the thread:
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

This thread is quite long and now has had more than 2,600 views.

Several people have posted, in the last few months, saying that they
are also having difficulty communicating with npower.

If you think your situation is in any way similar to the points
discussed in that thread please feel free to add your evidence.

This will assist Ofgem.

Best wishes,

25.6_Pre-contract_oblig

scootw1

I too have been ignored the last couple of times.I have just sent them another email today asking them to justify the dd increase so will let you know if they respond. If they are having problems with their system they should sort them pronto. If this was a bank system there would be uproar. Don't see why utility companies should be any different. Doesn't seem to have been much testing taken place IMHO.

snowcat53

If you write and fail to get a response then you have the option of raising a formal complaint. Just head your next letter COMPLAINT. which could include the original issue and also their failure to respond (customer service issue).

If they fail to answer that (unlikely) you can take it to the Energy Ombudsman after 8 (i think) weeks .

UsetheFORCE

I spent SIX months trying to get away from this !!!! poor company, finally was able to leave and received 3 differing bills within the space of a week!!! In order to end my claim they wrote off about £200.

They have a 'new' system, sounds as bad as the 'old' one.

Avoid NPower at all costs!!!

scootw1

UsetheFORCE wrote: »

I spent SIX months trying to get away from this !!!! poor company, finally was able to leave and received 3 differing bills within the space of a week!!! In order to end my claim they wrote off about £200.

They have a 'new' system, sounds as bad as the 'old' one.

Avoid NPower at all costs!!!

I've always found them very good but things do seem to be going downhill

nPower

arcon5 wrote: »

I've sent several emails and a letter and never get a response...

Yet letter after letter comes through the letterbox to contact them with regards to arrears!

Hi arcon5,

I'm sorry to hear you've been having trouble getting in touch with us.

I'm on on email at [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], if there's anything I can help you with?

Kind regards,

Adam

Wywth

arcon5 wrote: »

I've sent several emails and a letter and never get a response...

Yet letter after letter comes through the letterbox to contact them with regards to arrears!

Try sending your letter using a signed for service
I must say, I didn't send mine recorded and got a reply from nPower.

Perhaps your letters are not being received for some reason? Perhaps you have the incorrect address, or perhaps the responses are going missing? Have you called them to see if they got your formal letter?

Not the first time Royal Mail letters have gone missing in the past.
http://www.bbc.co.uk/news/uk-england-manchester-19345245

Definitely worth looking into things further and perhaps then consider reporting the loss/theft of your mail to Royal Mail, and also perhaps the police.