NPower Issues

EmmaHerts

We moved into a new house that had prepayment meters from previous tenants. We called NPower to switch to them on normal meters (we were customers of theirs at our previous address). They switched us over to them and told us we needed to call to book an appointment to change meters after a certain date.

The problem is- each time we call and get transferred they cut us off instead. They say there is no direct number to the department we need. We just tried to call again (and were on hold for 30 minutes) and the advisor told us that they are only taking EMERGENCY calls!!

I live in a rural area with two babies and it is a car ride away to top up the key and card. I have no idea if money we put on the key/card will be refunded when switched to credit meters so fear putting on a high amount of money.

It seems ridiculous that we can't make a simple appointment without getting cut off.

kermitfrog

EmmaHerts wrote: »

They switched us over to them and told us we needed to call to book an appointment to change meters after a certain date.

...I have no idea if money we put on the key/card will be refunded when switched to credit meters so fear putting on a high amount of money.

If they've told you that they will refund any over-payment, then this is what you can expect. I don't know why you would expect a reputable company to rob you.

givememoney

Sorry this isn't going to help you but I rang the other day as we want to go over to Quarterly Variable Billing. They were supposed to send a letter confirming this which hasn't turned up.

After giving them my name, account no, tel number, address they asked if the bill was in my name. I said "no my husband but I'll get him on the extension upstairs to verify you can talk to me".

He came on was asked exactly the same questions, also what fuel we had with them - dual fuel, what bank he paid the bill from - HSBC then was he the account holder. Well hubby is nearing 70 and his hearing isn't that good (although he won't admit it) and he misheard and just gave his name but when he realised he told them he was indeed the account holder. He then asked how the bill was paid and the term `direct debit` slipped his mind (again age plays a part here) he did then remember and told him. After listening to music for quite awhile we were told we failed the security questions and were cut off.

Bearing in mind we pay them, not the other way round I couldn't believe they just dismissed us when all we wanted was a letter.

Anyway a stiff letter has gone to them and copied to ofgem and I await their reply, plus we still haven't had the original letter we require.

Good luck with your problem I guess you will need it.

EmmaHerts

kermitfrog wrote: »

If they've told you that they will refund any over-payment, then this is what you can expect. I don't know why you would expect a reputable company to rob you.

I have not been told that. I am not sure why I should blindly trust a company who cannot transfer my call without cutting me off?

tallyhoh

theres an npower rep on here who is quite helpful. if they dont pick up this post search for them on the members list

EmmaHerts

Thank you very much, Tallyho.

keyser666

Yes any credit will be transferred from the meter to your quarterly bill, much the same if you are in the emergency credit that will be added to your bill

venumal

For over a month I have been trying to get a satisfactory response from npower as I believe they have confused my account with someone else's (wrong meter number; different account numbers) but they have trebled my Direct Debit without consultation; put a series of completely muddled figures on the online account amounting to thousands of pounds and responses to my letters are all from different people using different account numbers and even postcodes. Since I am the sole occupant of a small flat these figures must be wrong but I can't seem to get a satisfactory reply and meanwhile they are taking a large sum from my account every month. Can someone help? Phoning is of no use as one explains the same details to someone different every time and then a contradictory letter appears days later!

keyser666

venumal wrote: »

For over a month I have been trying to get a satisfactory response from npower as I believe they have confused my account with someone else's (wrong meter number; different account numbers) but they have trebled my Direct Debit without consultation; put a series of completely muddled figures on the online account amounting to thousands of pounds and responses to my letters are all from different people using different account numbers and even postcodes. Since I am the sole occupant of a small flat these figures must be wrong but I can't seem to get a satisfactory reply and meanwhile they are taking a large sum from my account every month. Can someone help? Phoning is of no use as one explains the same details to someone different every time and then a contradictory letter appears days later!

As said contact the NPower representative on here. I have sent them a PM to kindly take a look at this thread for you both.

nPower

EmmaHerts wrote: »

We moved into a new house that had prepayment meters from previous tenants. We called NPower to switch to them on normal meters (we were customers of theirs at our previous address). They switched us over to them and told us we needed to call to book an appointment to change meters after a certain date.

The problem is- each time we call and get transferred they cut us off instead. They say there is no direct number to the department we need. We just tried to call again (and were on hold for 30 minutes) and the advisor told us that they are only taking EMERGENCY calls!!

I live in a rural area with two babies and it is a car ride away to top up the key and card. I have no idea if money we put on the key/card will be refunded when switched to credit meters so fear putting on a high amount of money.

It seems ridiculous that we can't make a simple appointment without getting cut off.

Hi EmmaHerts,

This does sound really frustrating and I'd love to get this sorted for you.

Please could you send me your account details and contact number to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can get one of the team to give you a call to arrange this?

Many thanks,

Adam

EmmaHerts

nPower_company_representative wrote: »

Hi EmmaHerts,

This does sound really frustrating and I'd love to get this sorted for you.

Please could you send me your account details and contact number to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can get one of the team to give you a call to arrange this?

Many thanks,

Adam

I have emailed you, Adam.

We actually just spoke to the complaints team and got cut off AGAIN once transferred. It only happens when on the phone to NPower .

All we want is an appointment for a meter change. Please, please book an appointment for us!