Add your feedback on energy supplier Npower

rrtt

Thought I'd heard everything till your post OAP49: but mind now duly boggled! :eek:

PeterM54

Following implementation of their new computer system, they were unable to issue bills. They could not send reminders to read your meters.
They could not send emails when (IF!!!) a bill was ready.
Dealing with them has been A TOTAL NIGHTMARE!!!
I had to go to the energy ombudsman TWICE to get them to sort out the GOD-AWFUL mess they created.
Finally got some compensation out of them though not enough to cover the effort I had to put in.
Their customer service is COMPLETELY USELESS.
Basically the people involved in the new system at npower should be SACKED FOR GROSS INCOMPETENCE, as should the IT Director who allowed the HEAP OF RUBBISH to be installed.
AVOID NPOWER LIKE YOU WOULD AN EBOLA VICTIM.

PeterM54

Aderyn wrote: »

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.

"Not close to acceptable" - I think you mean APPALLING!

rrtt

PeterM54 - Thanks for doing the rant for me and thereby probably extending the life of some of my veins and arteries by at least a week!

O happy day - my switchover to Ovo is now complete :dance: and despite a couple of minor hitches along the way, their customer service is a dream and I'm celebrating my release- yippee! _party_ :beer::j

ColMc100

Hi Apologies if I've missed a long string of advice on this, but I'm struggling a bit with this issue.

We signe dup with Npower over a year ago paying £45 per month for gas & electricity. Within a couple of months it was clear this wasn't covering our usage so they doubled the direct debit to £90. Fair enough, we were obviously using more than they originally thought.

A couple of months ago though, I logged in to their site to look at how to switch my deal only to find that I was on their list of customers significantly in arrears. When Irang to discuss the issue I was told that because of a problem with their systems which meant that they had not been recording usage/costs properly over the previous winter our bills were now set to double as we had built up an arrears equal to the amount we had for the full year!


This seems outrageous. If I owe them the money becasue I've used significantly more energy than I've been billed for then that's one thing. BUt now I want to switch suppliers as prices drop I find that I can't because I'm massivley in arrears due to no fault of my own. They didn't even get in touch to tell me about the arrears.

Is there any advice anyone can give me, either about cancelling/reducing the debt as it's not my fault but theirs? Alternatively, any advice about how to switch providers whilst in areers woudl be good - I'd rather pay someone else the dabt thant NPower!

Thanks

Col

ColMc100

My god - I should have proof read that post! So many spelling mistakes. Sorry!

rrtt

Hi - I know I keep banging the drum about Ovo, but I really have no connection with them apart from being a big fan.

Their customer service really is first-class, all their operatives seem relatively well-informed and intelligent (not hard in comparison with npower I know!) and I think if you put all this to them and asked if you could switch to them, you'd at least get an answer one way or t'other. They may not be your choice to switch to (tho I obviously recommend them), but I suspect if they couldn't/wouldn't, then others would be the same.

The more I hear about npower, the more I despair.

madmandy1

https://forums.moneysavingexpert.com/discussion/5138558


My dealings with Npower so far.... NOT GOOD!
God help anyone disabled or elderly dealing with this company!

adele45

I have now spent nearly 3 hours on the phone today trying to sort my bill with npower. It turns out for the last year and a half they havent taken any direct debit for my gas - only for electricity. They sent a letter saying I owed over £200. When I phoned the same day, it turned out I owed nearly £600. Sorted a new plan to pay them. Phoned back today following more emails saying they had changed the DD (but still not adding gas) and then another one saying they had cancelled DD only to find, following me doing another meter reading (they deny Ive given any before), that I actually owe almost £1000!!!!!!!


Offered me £25 for my trouble - increased to £75 and still havent credited my account with that!!

Love you npower!

Kbredwood

Npower took me to court for "not allowing entry after many communications", which was utter rubbish, I have never ever refused entry to read meters. Customer service was so unhelpful. I sent meter readings online yet it kept saying they had not received any readings in last 12mths. Now I recently switched to OVO energy, I still owed £332 to Npower but I was under the impression if under £500 the new supplier took it on...the switch went smoothly, I thought until I started getting debt recovery letters from Npower asking for payment in full.....Doh!!!!! Communication with Npower is unreal, very frustrating as it cost me court costs, locksmith costs, debt collector costs, which took my bill from £400 to £998. It has taken me two years so far to try clearing it....Its disgusting how they get away with it.