NPower Issues

EmmaHerts

Not been contacted.

Edit: after a 50 minute wait to the complaints department, we managed to speak to someone who promised to call back by the end of the day with an appointment date.

venumal

keyser666 wrote: »

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.

I have contacted Adam but had no reply yet. Meanwhile npower continue to take excessive monthly amount and have not dealt with my complaint. When one's phone number is given as one's meter number something is badly wrong!

amcg100

Hopefully the npower rep will solve your problem but If I were you I would also check to see if there is debt on the prepayment meter. You could be paying the previous occupiers debt, which could also be transferred to your new account. Take a meter reading straight away if you have not already done so, - a reading that can be verified with a witness is preferable.

keyser666

venumal wrote: »

I have contacted Adam but had no reply yet. Meanwhile npower continue to take excessive monthly amount and have not dealt with my complaint. When one's phone number is given as one's meter number something is badly wrong!

Did you drop him an email?

EmmaHerts

Just to let you know that I am STILL waiting for this to be resolved.

crazyfj

Email Executive.Complaints@npower.com

You might get a quick answer, although terrible company.

EmmaHerts

I'm sorry to hear your sorry, bazra.

-- Update-

Yesterday was the SECOND TIME that their engineers have not turned up to change over the meter. The first time was because the engineer went to the wrong address.. which seems laughable to me considering I live on a cul-de-sac of houses, and the engineer supposedly went to flats by mistake.

I have no idea why no-one turned up yesterday as we were given a time slot of between 12-8pm... of course their office is closed by the time the appointment was missed.

We are even being dealt with by the executive complaints team because of this thread (the man helping us is very nice), but still no changed over meters!

givememoney

givememoney wrote: »

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.

We did finally get satsifaction.

I always say a letter does it better than an email but after waiting over a month and no reply I did send my letter once again by email.

Someone did get back to me full of apologies and as a good will gesture we were sent a cheque for £25. Then a week later we got another cheque for £25 not quite sure what to do about this one, so far have done nothing.

Yvonne1960

NPower have apalling customer service in my experience. They wrote to my mother two months ago stating her DD was going up from £90.00 to £160! I told them NOT to increase the DD - they did. I cancelled the DD. Made a £100 payment online...........currently in credit by £97.00. I've no idea how they formulated a payment of £160.00 per month and can justify the increase. Based on current useage my Mother would be something like £300 in credit by the end of March!

I have written two letters, to which there's been no response. As soon as the contract is up I'm looking for a new supplier., one with a half decent customer services.

25.6_Pre-contract_oblig

Hi All,

I've not seen this thread until today as I've only been looking on the
The Gas & Electricity Board
http://forums.moneysavingexpert.com/forumdisplay.php?f=13

I have also had a very frustrating time dealing with npower.

npower have been deploying a 'new system', which is - I have been alleging - "not fit for purpose", and which has led to quite a number of secondary issues.

It looks to me that some of you are more Customers who have been caught up in the
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611
issue. When there are major issues with the 'new system' it could easily impact other areas.
The main thread (above) has links to other threads where some of these issues have been raised.

If you look at the most recent posts (Page 8, Post #141 ff) you will see that although the 'first symptoms' of the 'broken system at npower' were to do with sending Contracts, and other information, to new Customers we now have evidence of other 'symptoms of failure' with their 'new system'. I expect that this information may not help you directly but, OTOH, imagine you are driving along a motorway and suddenly 'all traffic comes to a halt'. If you hear that there has been a 'crash up ahead' it may help you to be less frustrated.

As npower's 'new system' continues to be used, more and more people phone and email and the result is huge delays in answering the phone, 'poor record keeping' (of the calls), and loss of data.

If any of you have evidence to add, please do so on 'main thread' (above).


25.6_Pre-contract_oblig