Add your feedback on energy supplier Npower

snowcat53

Further to my earlier posts (#111 ff) I deeply regret having touched npower with a bargepole. ALthough they told me (3 times) on the phone the switch had been cancelled, it had not and went ahead. One of these phone calls was in fact 3 days after the switch date as I later found.

They switched before the cooling off period had expired (within 5 days of their first contact 'we are ready to start providing you'). They have ignored earlier complaint emails and I have now sent another detailed complaint claiming erroneous transfer and substantial compensation.

Their staff clearly gave false reassurance but did not access the industry database whichg would have told them the switch had happened. They also failed to confirm by letter as they promised on the phone. The routine 45 min wait to get through is still true.

PLEASE avoid this company - they are an utter shambles.

And please Martin stop listing them in your cheap energy club. You are doing the public a disservice.

boysim34

Switch to n power for my parents, wish I never did now. worst communication out there, web site crap, can't even get the direct debit right. not very good for a new customer, I will be looking for another for my parents, don't touch N Power

boysim34

tidus wrote: »

I originally applied to switch both Gas and Electric to Npower back in April. No probs with Electric, DD set up and running. Gas? Still waiting. I've paid nothing for gas since my final bill from British Gas back in May - apparently due to problems they are having with their billing system. They can't tell me what I owe them so far, or when my DD will finally be set up.

The case is with their "complaints department". I'm trying to save money for when I eventually get the bill, and they have implied that I will get a discount. They periodically send me a letter saying they are still dealing with it (the latest one with a £20 high street voucher in).

Difficult situation - if I'm going to get a decent discount then the longer this goes on the better but I don't like the uncertainty.

I could switch but I don't know if it would work! I suspect if I do that I won't get any sort of discount on what I've used since switching. That's if they even know..... Who knows, maybe i'm in sort of gas bill limbo and will never be charged....

That is the same as us here, elec all set up, no gas dd. don't know how much we in credit or debit. I've had enough of them now. sent them a e-mail to solve this by Saturday 11th or I'm off. Never has problems like these before, N power are by far the worst company ever:mad::mad::mad::mad:

mrcurly1975

I have been with Npower 2 months and I have submitted 2 meter readings for Gas and Electricity and none of the Gas meter readings have shown up on my meter reading or account activity page. Not a good start!

DragonQ

You're lucky you can submit meter readings at all: I can't create an account (error is "failed to create user account", very useful). If I use previous login details from when I was with nPower 6 years ago, it shows an address at which I've never had utilities in my name!

kataklysm

Switched in Feb 2013 to the Jan 2014 fix - the delay in activating the account was incredible and no direct debits were taken until June 2013. Since then I've been dutifully paying £77 a month, somehow I'm £547 in credit but I've yet to see a single bill. For months the system has been telling me that my next reading is due in Feb 2014, and my next bill is due in Mar 2014. Really? No bills for 12 months? I've no idea what state the account is in or what kind of shortfall I should be preparing for. Worse, the deal has expired and I'd like to move elsewhere, but I've no data to go on. They don't even have a record of the initial meter reading. Strangely I had two missed calls from them today, I wonder what news awaits me in the morning.. Completely and entirely shambolic.

bob123

Switched via MSE energy club on 11/11/13

Email from NP asking me to confirm my email on that day. Then nothing. I phoned a month later asking them whats happening. Long conversation with a nice lady who assured me she would look into. Gave me a ref no.

Another email asking me to confirm my email address. Then nothing again. Phoned up today, told they had nothing on their system about the switch!! The ref no i have been given last time wasnt recognised!!

The time limit for me to switch from my current supplier has now lapsed, but tbh im not that bothered. Maybe ive just dodged a bullet.

Not sure who've messed up here, i think it could be MSE as you would have thought it would be in NP interest to sign me up. But i wont be using the energy club again.

kataklysm

Follow up: Apparently there was a block placed on many accounts due to the billing issues - this was removed from my account *drumroll* on the 6th of January. To reiterate: I switched in Feb 2013, and they could not generate a bill for 11 months. 11 months of not knowing what I'm paying, what I owe, or whether I could be getting a better deal elsewhere. There are really no words for that kind of incompetence. They need to not be operating anymore.

Hoping a bill appears now so I can get the heck out of Dodge.. Good luck to those left behind!

michaelstiff

I've switched suppliers several times and not had any problems until I used MSE's Cheap Energy Club to switch to Npower.

Way back on 17-OCT-2013 I used the Cheap Energy Club to switch to Npower. There was a quick email response which stated :

"Your application to switch your energy supply to npower Online Price Fix November 2014 is now in process. We reckon you'll be paying £ 202.02 per year less than if you'd not switched"

Very nice, but here we are on 14-JAN-2014 and absolutely nothing has happened. My account is still showing "Switch in progress".

I've tried phoning Npower but had to give up after waiting for 30 minutes each time. I've emailed and got no response. And I've tried asking MSE what is going on. MSE told me "We will get in touch with Npower, on your behalf, to get an update on your switch. Please be aware, some energy suppliers can take a few days to get back to us." That sounds helpful, but as that was on 27-NOV-2013 and MSE haven't got back to me.

So, avoid Npower as they seem to be in meltdown. But sadly also avoid the Cheap Energy Club because they clearly don't give a damn about their members as Npower is still listed by them despite the overwhelming evidence that Npower are unfit to operate.

sparkymarcopolo

Having been with nPower for approximately 2 years, the switchover to them went smooth, it wasn't until I checked my account in finer detail several months later that the service and quality of the supplier really came to light and showed them (as others too) for what they are. Only ever happy to take your money and explain little in a logical or courteous manner when things go wrong.


Their customer service reps are very defensive. Initially they forecast my payments incorrect (it was based on what I was paying my previous supplier and not actual usage). When I challenged them they basically blamed me for not managing my account. Although I agreed to double my monthly payments, they offered to contact me 12 months later to review it (it would take some time to establish a pattern of use), did they hell. Having checked my account a few days ago and spoke to them twice yesterday they offered little compassion or understanding.


The female I spoke to actually said to me that it’s my responsibility to provide meter readings on a regular basis, for me to call if I want to review my account. When asked why they had read only my Electricity meter in November and ignored my gas I was provided two different excuses (outsourced vs depends on the individual, amongst other reasons). Rather than offering advice based upon the facts they try to offer alternatives rather than attempting to fix or prevent issues for the future. E.g. I said I don’t want forecasts, leave that to the weather people, so she said fine we’ll move you onto paper quarterly bill, when I said you’re missing the point because you’re automated systems are attempting to predict based upon estimated readings which in turn is placing customers in financial difficulty and not an accurate way to determine usage.

Although I’ve mentioned some and not all, it’s enough to paint a picture for me.

I have a message for nPower; I’m a firm believer attitudes flow from the top down and since your customer service demonstrates such poor telephone manner, un-constructive help and defensive advice, coupled with contradictive information, that says it all.