Add your feedback on energy supplier Npower

pennineman

Been with npower for 18 months now. OK ish until I tried to change my tariff after it reverted to their expensive standard rate. Started trying to change end of October 2013. Am still trying to make sure it has changed over to their current cheapest tariff. They SAY it has but there is no indication on their website which tariff I'm on.

Plus, I'm currently in credit to the tune of £1700!! And they want to INCREASE my monthly payments. Seems a little strange, yes? Phoned them about this and about the contradictory emails I keep getting from them. Some of which acknowledged my request for tariff transfer and some of which said they had NO record of my request.

Am now waiting for a current bill from them so that I know how much credit I really have but then I'll transfer to another supplier. I manage my account online yet nPower want to send me a bill through the post. Eh?

nPower customer service just sucks. A shambles.

pennineman

Last post I said I was £1700 in credit. Actually I'm not. Now, it seems I'm £500 in debit. And, they want to increase my monthly payments to £280. Gulp. Previously were £150 - which, given my usage is about right.

They have just sent a flurry of online bills some of which gave me a refund. Why??? Their computer system is up the creek. They really have screwed up badly but don't care. Why should they?

So am changing supplier as of now.

catwilkins

boysim34 wrote: »

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:

I'm in the same boat. Switched in October 2012. Electric was ok & I pay that by DD each month but still not been billed for Gas! They can't even tell mw how much I owe over the phone. 15 months now! Every time I phone they can't give me an answer as to when their system will be sorted and I don't know what to do.

Andycapp

I`ve been waiting for a final bill from N-power since closing a dual fuel account on 8th september `13 (they`ve sent a final elect. bill showing they owe me £150, but can`t manage to finalise the gas part of the bill - I estimate about £30-despite confirming they`ve got the readings- surely a coincidence?). I attempted to complain on their dedicated line-0800 3169328- and genuinely thought I had, but was told today that I had not registered a formal complaint but rather had registered "an expression of dissatisfaction"- their words. You need to ring this line to register a formal complaint and get a ref. no. for that complaint otherwise like me you`ll end up back at square one. I`m having a similar problem with changing from Scottish Power for a small business,(this time going back to 30th November) and again wanted to register a complaint on a dedicated line- the operative just kept on promising this would be dealt with etc etc and I almost had to spell the word complaint and reference number before I could get him to escalate this. My guess is these 2 companies are deliberately saying anything to you in order to confuse you into not registering a formal complaint, probably to meet some target.
Good luck!

Mr-Chris_2

moved into my new home 2 years ago, all electric ( with E-ON) anyways, in August N-Power put me on a deemed contract for gas ? I don't have gas ??.BUT because there was a prepayment metre at the property (which was disconnected from any gas supply). I was responsible for it. I didn't agree to any contract with them but the still billed me the sum of £381 << ?? after many months of phone calls, letters and threats of legal action from myself. N-Power have zero'd my account..... bless them lol ... in short I would never use N-Power

Elainemary

You've all apparently been very unlucky with NP. I must speak as I find - as the saying goes. We switched from BG several years ago and have NEVER , and I do mean that quite honestly, had ANY problems with supply, billing or refunds. They have even refunded us over - payments without us even asking! They must be, like the curate's egg, bad in parts.

puc

Npower just taken over £1000 from bank account with no warning!
I have been having continual problems with my Npower meter readings since July 2011. Basically, they keep transposing my off peak and normal readings.

Up to February 2013, this was corrected manually. However, this became impossible to resolve manually and I submitted a formal complaint in March 2013. Every month I phoned to check on the progress of the complaint but got nowhere. I keep paying the monthly DD of £120. At the time of compaint, I was told that they would not charge me the incorrect balance figure until the account issue was resolved. I haven't received a statement since jan 2013.

In sep 2013, I got a letter saying my complaint was still under investigation and I need do nothing.

Today, I discovered that Npower had removed over £1060 from my bank account on Jan 2 2014 with absolutely no warning or explanation. it looks like they have increased my DD from £120 to £1060. To say I am angry is an understatement. Is this even legal?

Does anybody have any advice how to deal with Npower, resolve the account issue and help me escape this incompetent company? Any advice will be very welcome.
Smile and be happy, things can usually get worse!
Last edited by puc; Today at 6:11 PM.

anneliza

Problems with them since I switched, they are appalling, something should be done.

katiefinger

My neighbour attempted to change his electricity supplier and (stupidly) managed to put my house number in instead of his, so they've tried to take over my meter. This was in October. The first we knew of it was when we took a letter round with his name and our address. He rang them immediately and they explained the switch was already being processed and there was nothing they could do. I immediately rang my supplier who assured me they would keep objecting to any requests to switch my meter over.

Every time Npower attempted control of my meter, my supplier sent me a 'sorry you're leaving us email,' and I rang them each time to say, 'No!' and they continued to assure me that they would object. I kept getting letters through the post (addressed to my neighbour) from Npower and became so peeved that I rang Npower (which is nigh on impossible if you're ringing about an account but don't have an account number) on at least three occasions and they promised that after the third attempt had been rejected by my supplier they wouldn't try again. I also emailed their complaints team. Since then (beginning of December) I've heard nothing from Npower.

Fast forward to this weekend and I receive a statement from my supplier which includes a charge for leaving them before the contract is up. This resulted in a frustrated phone call to them. Hopefully my supplier is trying to get this sorted as soon as possible, but it's ridiculous that it takes so long to sort out something so simple.

Both my account with my current supplier, and the account with Npower have it noted that the transfer request was erroneous and have done since the whole shebangle began in October.

Thankfully Npower don't have my bank details (I'm not sure they even have my name) and I've been able to continue inputting electricity meter readings online to my supplier (although I haven't been charged for electric since October - the DD is building up a nice little nest egg!)

I realise this must be an issue with other suppliers as well and is reliant on the switch-over process as a whole within the industry (although this begs the question of why - when a transfer has been noted as erroneous - it still needs to go through the process), but Npower are impossible to talk to and get an answer from. Bunch of numpties, really.

As far as I know my neighbour opted to go with someone else for his electricity supply, and now I'm the one left to sort out HIS mess. This makes him a numpty too.

Just me, having a vent ...

rrtt

To all you poor people having to deal with the horrendous pathetic bureaucratic nightmare that calls itself nPower, my heart goes out to you.

I inherited nPower when I bought my house last Aug (it's currently being renovated, so not living there yet). Have changed to a different (better rate) locked into 2015 tarriff with them, but now the Xmas hol is over, will be switching to Ovo, who I've found brilliant for customer service in my current house (well, never needed them really seeing as they're actually competent ...) and who are much, MUCH cheaper than nPower (2p/Kw lower on standard rate than nPower). Am practising praying, in readiness ...!