Add your feedback on energy supplier Npower

dmliverpool

Npower are a shambles. We moved house and was on a dreaded prepayment meter. We got the debt down to under 200 on the gas and fully paid the electric after a job loss and getting into debt, which is now not the case.

We are now on a monthly tariff and paying less than half on a bigger house.

The final bills - well we received a stack of statements covering 2 years. Here were the totals: 1257 credit. Then 1520, 800, 1215, 654 and 1211 debt.

Then after a verbal complaint and promises of an account review, you guessed it, another stack of incorrect statements.

We have now put in a written complaint as well as researched taking these chumps to the energy ombudsman.

I thought prepayment meters could not rack up addition dealt as payment is upfront and expensive. Avoid npower at all costs.

tajasti1

Recently moved into a new place, the setup with them was very easy, phoned up and spoke to somebody in the UK. Gave them the readings, set up online account and have given sets of readings online too without any hassle.

After reading a few of these threads I fear when/if I decide to leave I will have the hassle however taking a dated picture of the meter has always worked for me in the past.

matt_outandabout

An update on my troubles:

After more weeks of emails going unanswered, and after we decided 'ignore it, lets allow nPower to take us to court, and while we were on holiday nPower switched us back to the supplier we should have been with.

They have offered £50 as an apology.

I still have had no real communication from them, still have no final bill or readings to check any figures, but in theory we are back to bills with the new supplier, backdated to January.

A company I will never, ever deal with again. Ever. And nor should you.

cherry.c

I switched my electricity to NPower some time ago and have had problems ever since.

My electricity account was already with them, so they simply needed to add my gas to the existing account. Since you can only have one account (accessed using one email address with one password) you can't use the second account online if it they are not combined, so you can't put in meter readings, check bills, read messages or do any of the necessary things required to use an online account.

This means that I have had to call them every time they requested a gas meter reading - giving them innumerable security details, addresses, postcode, account numbers - and every time they have told me that they would put the accounts together. Of course this did not happen until I escalated my request to a complaint - at which stage they changed my online account to show just my gas account - marked "Closed".

This helpful action actually meant that I could not access either gas or electricity details - which I regarded as a step backwards. However they did contact me to tell me that they considered that my problem had been solved and that the complaint would be closed if they did not hear from me. Having been advised that I was not satisfied they did actually get someone sensible to look at the problem and sorted it out.

So if you have a problem of any kind with NPower I suggest that you ask them to sort it out, and when they fail to do this you should make a complaint immediately so that it is pushed up the line for a better solution.

dmliverpool

Or double run a verbal complaint with a written on. I guarantee you'd get two different outcomes.

Tony811

I applied to switch to Npower in Jan 15. The switch was planned for Mar 15 but only the electric moved over. Since then they've given me numerous excuses for the delay and eventually contacted me this month to say they could not switch my Gas because of a computer error. I've submitted two complaints since March, the first was closed after 10 days without an explanation and after the second they offered to switch my electric back to British Gas. Their customer service and complaints system are a shambles, the number of times I was told that the back office were dealing with my case and they have 40 days to fix the problem before you can submit a complaint. The back office can only be contacted by email via customer services and they do not provide any feedback or progress report so you have no idea if anyone is working on your case.

dmliverpool

I emailed them and I recieved a letter stating that my final bills will be sent shortly. This was after several phone calls and two written complaints. They don't know there rear from theor elbow. To think I was going to work there once. Dodged a big one there.

DaveL35

Does anyone have any ideas on how I can stop npower meter readers calling at my property?
I switched from npower in July 2013, but their meter readers are still ringing my doorbell!

I've tried contacting npower by phone but nobody ever seems willing or able to do anything. Today the meter reader visited again, so I tried the phone again. I was told it's nothing to do with them, I need to talk to the distributor... They gave me a phone number which I tried and does not seem to be in use.

Every time a meter reader turns up I tell him that I am not a customer, but this does not stop them coming back.

dmliverpool

Common sense wouls state that you should send in a written complaint. If I was a home owner I would state a entry fee upon entering your property.

However don't most utility companies hire a handfull of companies to do their meter readings? Id check this out first.

calicocat

Npower are a nightmare to deal with.

I left them over two years ago when I moved. Prior to this they hadn't sent a bill for months due to putting in a new system. This system failed, so people who hadn't had a bill for over a year basically got their bill written off.

Then about 6 months ago I began getting a bill...with no dates or meter readings with it, just a demand for money. They couldn't even tell me what thee money was for. Eventually I started getting demands for the money and threats of court action bla bla bla...

After months of trying to talk to them and getting nowhere, I finally sent an email to the CEO, complaints department, and executive complaints department.

I sent this email to each over 30 times off the bat......this got their attention it seems.

Within 3 days it was sorted and written off.

I figured if they could stalk me, then I could ruddy well stalk them too.

How they deal with things is an utter disgrace. However I will say once my email had hit home to who it needed to it was dealt with swiftly, but the fact that people have to get distressed, annoyed, and spend so much time sorting their incompetence out is appalling.

I would never use them again now after this.