Add your feedback on energy supplier Npower

whiteswan

I would advise anybody whose with them to LEAVE them if they experience problems - its the ONLY way to make them listen.

Dave

deldee

E.ON_Company_Representative:_Amy wrote: »

Hi deldee,

I thought I would give you some advice from our side

When you change supplier we’ll use the same meter reading as your new energy supplier. This is to make sure that you only get billed once for the energy you’ve used. Sometimes these meter readings can be taken incorrectly, estimated or not sent through in time. The new supplier is responsible for this reading, whether it’s collecting an actual one from you or estimating it based on your previous meter reading history (which we would send to them)

If this happens we'll raise an agreed reads dispute (ARD) with the other supplier. If both suppliers agree to the new meter reading we’ll both bill you to it. Both suppliers can start this process, so if you’ve already contacted NPower they should have done this.

I hope this helps.

Amy

Thank you amy
I have already contacted eon and luckily for me was able to access my final bill from eon. NPOWER and EON have agreed ARD and think I am waiting refund from EON as it stands. I don't understand why npower billing so confusing. There explaination of "that's just what you owe us" isn't enough. All im asking is the figures before and energy used missus discounts. I have compared there bill with there readings and still off but I think it may include now my cancelled DD for October. if that's the case why would they just not say that! wont pay up til my meter is checked tho because think that will also be a mess to sort out. I know you cant help with that but hopefully will be back to you shortly! haha
Thanks again

deldee

tommysmith80 wrote: »

nPower are a nightmare. We moved into a flat in May and gave the readings and they said based on size of flat etc direct debit for electric only would be about £50. Couple of months later our new readings were in line with the payments that were being taken so all was fine.

3 weeks ago I received a letter saying that we owed them money and they are upping the direct debit by more than double to £112 after a reading was mysteriously taken a couple of months ago by themselves where the meter miraculously showed a number lower than what it was when we moved in 3 months earlier and have pictorial evidence of and landlord agreement with. Consequently they'd calculated we'd used a ridiculous amount of electric in the last 2 months.



I called them up and the handler could see the sequence of readings they held for the property didn't make sense and it would be passed to their "back office" for investigation but would take a month. In the meantime they've helped themselves to the £112 out of my account anyway. Will be leaving as soon as it is sorted and hope the meter will miraculously jump backwards again for the final reading!

Hi Tommy sounds like same problem as me but they didn't do a meter reading at all 10 months down the line. but I had changed supplier so was the starting figures that were completely wrong one figure is lower than the original reading. there is a fault with my meter as one number has stopped going round and possible the other quicker to compensate - not confirmed til meter check nxt wk. every time I have given meter readings about 12 times in 2 months they either treat as a thief or thick. is your meter faulty? they don't seem to come check the readings themselves. They should and save lots of disputes about meter readings at start and/ or finish.
They helped themselves to £650+ DD when account was on hold so I had to cancel DD completely I then got £20 charge from bank.
It is just a mess. cant wait for it it be sorted and shift.

hillcats

Have recently changed supplier from npower to flow energy after 10+ years as I'm tired of their poor customer service and constant amendments of direct debits which were not required. Further, they don't like returning your money even though you're in credit and the large bill has been settled... Overall very poor IMHO.

Never likely to change back to Npower that's for sure.

nightswimming

nightswimming wrote: »

"Rest assured, I have sent your details to our Billing team who will pick this up in the next 28 working days and thereafter, and you will receive an updated bill in 7 to 10 working days. This will include a reassessment of your account which may reduce your payments."

UPDATE:

I am sure you will all be shocked to hear that, at the end of 28 working days plus 10 working days, I am still without a bill.

I do however have this message when I log in:

Sorry your bill is late

As you may be aware, we’ve had problems getting bills to some customers. We’re very sorry, but your account is affected. Please be assured that we are working hard to fix this. In the meantime, if you're able to, please submit a meter read to help bring your account up to date.

I have been providing weekly meter readings for the last few months in an attempt to minimise any problem with my switch away from NPower at the end of this month. As of Monday I am approximately £227 in credit, which I worked out in under 30 seconds with my spreadsheet. Maybe I should send them a copy, it clearly works better than their system!

naedanger

nightswimming wrote: »

UPDATE:

I am sure you will all be shocked to hear that, at the end of 28 working days plus 10 working days, I am still without a bill.

I do however have this message when I log in:

Sorry your bill is late

As you may be aware, we’ve had problems getting bills to some customers. We’re very sorry, but your account is affected. Please be assured that we are working hard to fix this. In the meantime, if you're able to, please submit a meter read to help bring your account up to date.

I have been providing weekly meter readings for the last few months in an attempt to minimise any problem with my switch away from NPower at the end of this month. As of Monday I am approximately £227 in credit, which I worked out in under 30 seconds with my spreadsheet. Maybe I should send them a copy, it clearly works better than their system!

You should complain by email and demand they refund your balance within a reasonable period, which you should state. You should include your calculation for the reason you give.

npower's complaint process

Even if the npower rep offers to help keep your complaint running in parallel. This will ensure you can take your case to the Ombudsman with least delay if npower do not resolve the matter to your satisfaction. Only once the matter is fully resolved, and you have your refund, should you drop the complaint.

rd350lc_2

amberrye wrote: »

So sorry we ever went with Npower. By far the worst energy provider we have had.


We have had problems for the past several months, not initially due to Npower but their communication is awful - they don't answer questions, don't reply to emails properly (by not addressing the problem, just saying we will look into it, then never hearing anything from them) and to date have ignored 3 official complaints.


We have also subsequently discovered their customer services staff have provided inaccurate information, maybe to fob us off/simply as a sweetener to get us off the 'phone.


We will be leaving them as soon as we can. Come back British Gas, Eon, Scottish Power any day ..............

good luck with Scottish Power then !

callie310

Hi all,

I'm new to the forums and I have a few questions I would like help with.

Now i'm far from savvy when it comes to energy bills, I am normally the type of person who will just pay the bill I'm given and never question it but recently many of my friends and colleagues have told me that I should switch from N Power.

I have been in this rented property since 30th June, my provider is N Power as mentioned above. I am currently on a 'Online Price Fix April 2016' tariff for my electric and 'Price Fix August 2015' for my gas.

When I called N Power to provide them with my details, original meter readings etc, they put me on an estimated bill as I didn't know my past years usage. I am currently paying £105.55 per month for electric and gas.

On the 1st October 2014, I received a bill for 30 June to 10 July, being billed for £20.54 and then advising me that I am £190.56 in credit. Now i have registered to view my bill online and as I have made another payment since receiving the letter, I am £308.11 in credit. I have also just submitted my latest meter readings.

I'm confused as to why I've only had a bill for those 11 days from June to July and not my August, September bill as well?

Also, if i was to switch now, what would happen to the money I am in credit by, would they then calculate what I've used since the last bill and take it from the credit or work out if I owe them anymore?

If I still have credit left, would that be refunded to me or are N Power a pain in the bum to get this back from?

I'm sorry anyone thinks i'm stupid, I probably am just being slow but I find this all quite confusing and would like it to be explained in layman's terms! I hope i've explained myself clearly and someone could help me out.

Many thanks :D

Nada666

Callie31o, it would probably be an idea to start a new thread and copy and paste your question to it.

But, briefly, your easiest strategy is to look at the opening reads npower used when starting your accounts with them and your ongoing read now. Work out your total usage and work out how much it costs. Check how much you have paid (by counting the debits you have made). Use that figure to find out your real balance and see how that compares with what npower thinks.

This is usually far simpler than trying to parse through any supplier's statements with bits credited back and debited forward.

And, yes, when you switch, you are due to pay/receive a refund on whatever the balance is. And, as you guess, it can be a non-trivial process - you will get the money back but may have to ask for it.

But your first step is to work out how to cost up your usage since you switched.

lynne1985

I would advise everyone to stay away from Npower i joined them in Feb 2013 for gas and electricity and have just received my 1st bill October 2014!! Told any balance over 6 months would be wiped off so i stuck with them and surprisingly they have wormed their way out of that.