Add your feedback on energy supplier Npower

rrtt

Well said Verntern :T

Compare your experiences (sorry, this may be a bit painful for you ...) with when I left my last house at end of Sept, I was £1500 (!) in credit with Ovo (thanks for the 3% Ovo!!) - which was refunded into my bank acct within 48 hours without my having to chase them even once ..!

Ombudsman needs to do something fundamental re nPower, not just mop up individual cases one by one - Ombudsman department must be totally snowed under ...

Muppet81

Totally chaotic. I switched last December and have still not managed to get my readings/bills sorted out. Have spent hours and hours on phone/putting EVERY single little fact down in writing/waiting for reply from their customer services/ escalating complaint.


I detest anyone losing their cool with the poor individual on the other end who is just trying to do their job under difficult circumstances.
BUT I hold my hands up .... I lost it big time in the end. Patience can only be stretched so far.


Npower .... I hate you with a vengeance for making me react in such a way and losing my dignity.


Avoid them like the plague if you value your sanity and self respect :mad:

HOK3Y

Bad, bad, bad!!! They have just issued me with a final bill for a property I left 2 years ago even though I repeatedly called and emailed asking them to deal with it. Can't tell you how much time we wasted on hold only for the person on the other end of the phone to make excuses and not follow through with what they said - amazing when you realise we were constantly trying to pay them! The bill they have issued shows an erroneous credit - as they made a credit adjustment twice! I have had to tell them that they cannot chase me for money as it is their failings which have led to billing me 2 years down the line and that perhaps they should revise their accounting procedures or they might lose money double-crediting some dishonest person's account! Awful, shameful customer service.

Urban_fox_2

This is a massive thread but would NEVER pick NPower again took ages to sort out my bills when I moved and I'm still not convinced they were right but just paid up to get rid of them!

asavory

Just been checking the last 3 energy companies I have been with and Npower are the only one to have refunded credit automatically.

I guess I was just lucky.

frank777

Bad customer service is a bonus, just follow the customer complaints procedure and keep records. I've recently switched back to NPower, they have deep pockets for complainers. If you have time to follow up on the smallest complaint and do not give them any quarter - a nice little earner:)

I was with NPower back in 2012, received a cheque for £0.28 recently Banked it and logged into my closed account - it was showing as £0.28 owing. I had complained to NPower in the past so reopened my complaint and received a credit for £25.28. A cheque is on the way for £25.00 another Ex Gratia payment. Always email your complaints and insist on an email response and keep a record. l've had £75.00 :beer: by way of Ex Gratia payments from NPower and maybe more to come? Log into your old accounts and check your account status, and always leave an audit trail with complaints, it pays :wall:

UPDATE - received an additional £25.00 Ex Gratia payment - cheque not received in the quoted 10-14 working days

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EDF: £70.00 in Ex Gratia payments

Aderyn

Npower are the most incompetent, useless company I have ever had the misfortune to deal with. My problems stretch back over almost 2 years and as a result of their inability to correctly setup our account and DD despite multiple phone calls I owe them over £1k!

I won't bore you with all of the details but it is no exaggeration to say that pretty much every communication I have had with them has resulted in them making an error. Simple things like them sending me prepayment cards through the post despite not having prepayment meter, missing multiple appointments, failing to setup DD despite saying it's done, sending debt collectors to the door despite Npower agreeing bill WAS NOT outstanding, failure to notify me that DD was not setup for MONTHS...I could go on.... A LOT!

Most recently I simply rang up to change my DD details as I had changed banks. Simple enough you might think? Not with Npower! After being assured that it was all done I received a huge bill through the post a few days later! Rang up and spoke to someone who looked at my account notes and admitted "you're account is a right mess". Said she'd speak to her manager and ring me back the next day. That was the middle of last week.

Took my complaint up with their twitter team as they seem to be the quickest to respond only to be told that I had no complaint and that

the direct debit has since been cancelled due to defaulted payments.

This is 100% incorrect. Since we eventually sorted my DD (after a year of trying) a payment plan was put in place to clear the amount owing and I haven't missed a payment. In fact, I have NEVER missed a payment through my own fault the whole time I've been with Npower. I am now disputing the amount I actually owe them because if they can't get anything else right how can I be sure that what I owe them is correct? All I want to do is get billed the right amount for what I use and have it taken out of my account without having to complain and complain. Is that really too much to ask?!

To summarise. DO NOT DEAL WITH NPOWER UNDER ANY CIRCUMSTANCES. There is something seriously wrong at the company where they cannot get the simplest of tasks right. This is not based on a one off issue. This is based on systematic failures over the last 18 months. The real kick in the teeth is that I am now stuck with them for 3 years until I clear what I owe them. :mad:

rrtt

Real sorry to hear that Aderyn, and very much feel for you.
Have you tried going to the Ombudsman, or publicly shaming them? (the Anne Robinson TV prog, You and Yours, even Twitter - they don't like bad publicity - (I know, I know)).

For me it's often the stress, time and frustration caused as much as the money side. But on the bright side, at least we don't work for the greedy *******s - I have a modicum of sympathy for the better amongst their tele-operators...

Aderyn

Thanks rrtt, I have gone to the Ombudsman and waiting to hear back. I'm afraid I have little sympathy for their tele-operators though as I have yet to find a good one and I've spoken to enough of them! It's actually scary how bad they are. This level of customer service is not even close to acceptable and there should be repercussions for npower.

OAP49

Until recently I would not have understood your problem, I have never had any problems with NPower until now. However, last month I moved apartments. Both were with NPower so I sent them my final reading from my previous address and the start up from my new address. What could go wrong? On the 28th Nov, following a call requesting my £73 12 refund, a cheque was posted out to me. On 3rd Dec I banked the cheque and today 8th I discover the cheque has BOUNCED? I am at a loss as to why, my bank cannot help and when I spoke to NPower they could not explain why! They had my bank details, I pay monthly DD, so I would have thought it would be easier just to put the refund into my account. They now say that it will take between 7 & 10 working days to transfer the amount into my account. Strange, it does not take that long to take money out of my account. Is this just another way of holding onto our money or are they so strapped for cash that they cannot afford to repay my £73.12p. Should the workers be worrying about they Christmas pay-packet?