Add your feedback on energy supplier Npower

rrtt

dollydiva wrote: »

I look after my Mum's npower account. I switched her via the Cheap Energy Club in May 2014 and have been trying to pay npower MORE money than the £17 they initially set Mum's monthly payment at.

In the past year sent emails, online messages, Live Chat and emails to their complaint address telling them Mum wanted to pay £44 a month as she had with EDF which covers her bills easily. When I did get a reply from the Complaints Dept, they REDUCED payments to £12 :mad:
It was as if all the emails and Live Chat and online messages I'd sent had never existed and that they hadn't even read the current one.

At Christmas, Mum's Winter Fuel Allowance cleared up the debt on the Account - but I was still sending emails to the Complaints address begging them to pay £44 a month from £12.

When I got no reply - and I only ever got 6 replies to over 18 contacts made over the time - I once again went on Live Chat. I thought this time the Agent was really going to help! She said that the Gas payment had not been activated on the Account and this was the reason for the error and agreed to increase the amount to £44. Hooray!

Except she increased it to £69 a month, which Mum can't afford being on Income Support. Then the winter bill landed and she owed £210: in debt for the first time at age 89 - Bravo, npower.

Sent npower a final email saying if no reply 7 days, off to Ombudsman, which we did about 10 days ago. Yesterday, they rang Mum (even though I asked them to call me as Mum is hard of hearing!) to offer £75 Compensation. But I'd asked for half the debt (£105)as it seemed a fair thing to ask for as they are at least half responsible for the situation. Besides which, we have spent an awful lot of time and effort to pay MORE, which they have ignored.:mad:

Waiting on their reply at the moment...on the assumption it arrives, but not holding out much hope as the other contact has been so poor. But at least the Ombudsman is now on board.

Good luck DollyDiva and Mum

rrtt

MABLE wrote: »

Very pleased with N Power for my gas. Pay qty and no hassle then with monthly direct debits. Brilliant service because I am in control.

Changed your tune from your post of complaint here (p14 of thread) 4 months ago then Mable!!

Magcar

I switched supplier from nPower to Green Star two months ago and sent in my final readings.
Instead of using the elctricity reading to calculate my final bill they have made an estimate which is higher than the correct reading, and refuse to refund the difference.
How can a company be allowed to act in this underhand way??

scaredofdebt

Magcar wrote: »

I switched supplier from nPower to Green Star two months ago and sent in my final readings.
Instead of using the elctricity reading to calculate my final bill they have made an estimate which is higher than the correct reading, and refuse to refund the difference.
How can a company be allowed to act in this underhand way??

What's the difference exactly? They are allowed to use "deemed" reads that both suppliers will agree upon if the date the change happened is not the same as the date you gave your reading. But the difference is only something like £10 either way if I remember correctly.

matt_outandabout

An update to my post earlier.

I am still completely ignored by nPower. No response to emails at all. I resend the email each fornight, pleading for a response.

my supply has now left Eon, despite pleas to npower not to take over supply, they have done.

I have no idea what tarrif I am on, no DD set up, no communication at all.
Shambles.

humfer

I give up. Used uswitch to move away from British Gas to EDF for Electricty and Gas with npower. EDF has happened and npower should have switched over 2 weeks ago after they requested initial meter ready. However called yesterday and they say they have had issues contactIng the IGT and therefore cancelled the new account. They kindly offered to open a new account but guess what the original / cheaper deal is no longer available. Back to step 1....

Stegwah

Had nothing but problems with them, left them over a year ago and theyre still asking for more money!
literally the worst company i have ever dealt with and i will never go back and anyone i speak to about bills etc i warn them away. I hope they go bankrupt

MoneyMate

No problems, good n power site for meter readings and usage, prices frozen till September 2016 both fuels.

AndyJ52

NPower are a nightmare and I no longer use them .... haven't for ages.
This may already have been done by others so apologies if I'm teaching granny etc ..... but what about taking a dated picture of the meter display, to include the meter number etc., at the time of reading. That allows you submit the reading in the knowledge that you have an accurate record to hand for use in any future dispute. Might it work?

Hammer_Time

I am not able to login to my Npower account is anyone else having problems?
Update, I can now login.