Add your feedback on energy supplier Npower

Sallymanella67

I had been with the same supplier (EDF) for some years and never thought of switching, I had never had an issue with them as a suppplier. I was one of those people who thought it would be a hassle and I would have a string of problems. So when I saw how much I could save by switching to NPower I decided to take the plunge.

I have been with them since March and have had nothing but problems.Firstly, I sent meter readings on their website for the switch over which the website confirmed had been submitted, only for the account to be opened and a letter saying I had not submitted any meter readings. I have had a total of four bills, four increases in monthly payment and at one point 2 bills for the same period. Every time I have received a bill they have asked for an increase of £14 per month on top of what I was initially quoted, even when I was over £240 in credit with them. Each time I have phoned and the operator has reduced it back to the original payment with an apology and a promise that a note would go on to my account regarding the issue. They did recalculate my usage and I was paying the correct amount without anymore monthly price increases. It might be a free phone call but I am so fed up of having to contact them with billing issues that I decided to switch.


I have switched in protest via The Cheap Energy Club to the British Gas Collective tarrif.

Fingers crossed this runs a lot smoother!

MoneyMate

Too many departments, one does not know what another is doing.

Recently changed to E.On, NPower sent me the final bill and cheque as in credit, then two weeks later communication from another person apologising for a delay to receive last bill, so strange, does not fill you with confidence .

donnajunkie

I have been in contact with them for quite a while now to sort out none acceptance of gas meter readings. It turns out they have the wrong meter on record. However last contact with them was over a month ago when I was told they were waiting to hear back from the meter operator. 3 weeks ago the meter was read by a meter reader but we have still heard nothing from npower.
Am I correct in thinking they are legally required to record a proper meter reading at least once every 12 months? I am going to give it a little while longer but if we dont get a new statement I will contact them again. If I don't get a satisfactory response what should I do?Should I contact ofgem or should I just switch supplier?
It wouldn't be so bad if they hadn't massively over estimated our usage costs.
If the person I have been in contact with sees this I am sorry but I have been very reasonable and you must understand my frustrations. We are not a wealthy household and there is a pensioner living here so affordability of heating is even more important.

HUMBUG

Took over 3 years to fix switch/billing issues and finally switched to EON. Got a final invoice for my electricity stating £74 will be direct-debited out of my bank account on the 4th Jan 2016. Fine, but then some debt collection department leaves messages on my mobile to contact them immediately. I spend 15 mins on their new phone system (not too bad) and they call me back , go through all the security questions etc . I tell them I'm just replying back to messages received and the guy says that I have been contacted in error by their debt collection dept. Their internal processes have major faults and I doubt they use any ITIL processes to cater for 'unhappy paths' . They are lost at sea when there is a slight deviation from an 'ideal process path' with no contingency plans. Its like the 'Tower of Babel' with no communication between different departments. I think they will lose a lot more than 300,000 customers in the next few years (forever) unless they sell off this business to another competitor. Their brand is completely and utterly discredited and that toothless OFGEM should revoke their licence.

[Deleted User]

Leaving my contract early due to npower's incorrect direct debit calculations and recommending new tariff as cheaper when it isn't.

On anniversary of account, npower want to increase direct debit by 33% even though
1. account has a small credit;
2. only 11 DD's taken over the year and still in credit;
3. recommending new tariff as cheaper although it is more expensive for my usage which they have full details of! Their new and cheaper tariff is 1 monthly DD more expensive at current DD rate.

Farewell npower

donnajunkie

gsmlnx wrote: »

Leaving my contract early due to npower's incorrect direct debit calculations and recommending new tariff as cheaper when it isn't.

On anniversary of account, npower want to increase direct debit by 33% even though
1. account has a small credit;
2. only 11 DD's taken over the year and still in credit;
3. recommending new tariff as cheaper although it is more expensive for my usage which they have full details of! Their new and cheaper tariff is 1 monthly DD more expensive at current DD rate.

Farewell npower

We are moving to a new tariff with them. As with you if it starts to become costly we will be looking to change supplier.

dmliverpool

I hear they are made up of over 5 seperate companies that were bought over time. Instead of merging the companies they allow them all to operate independently. This is where the billing issues come in.

One internal company uses one calculation method and then hands it to the next, who see things differently. In producing a final bill your account has probably been through dozens of hands.

I reckon somewhere in the madness they have one or two teams who's sole purpose is to inflate final bills and a mail room that leads to the shredder.

Correct there will be no ITIL in sight. What di you expect when they only hire people into skilled process design jobs from their call centres, as they have been inducted in the complaints black hole.

So there is no end in sight. They should cull near all of the middle management as it would make not difference. There you go CEO that's a 100m saving, that can go towards your bonus.

rpmum01

I have had nothing but trouble and really want to switch but I'm in a predicament. We changed from prepayment meters to quarterly meters and I have been getting regular fas bills but no electricity bills. We have called and given meter readings and given them access to take meter readings and the reading show on.my app. My husband has called them they apologised and said we will get a big bill but not to worry as they will give us time to pay. It has been a year now and still nothing, I have been online to try and pay something off but no account number shows up. Arrrrr!!! On to the gas I have just gone on to pay my recent bill of 147.00 and it is showing a reversal of my last 3 bills and says I'm over 300.00 in credit. I really have no clue what to do. I'm fed up of calling as they seem clueless. Npower are shocking!!

teddysmum

rpmum01 wrote: »

I have had nothing but trouble and really want to switch but I'm in a predicament. We changed from prepayment meters to quarterly meters and I have been getting regular fas bills but no electricity bills. We have called and given meter readings and given them access to take meter readings and the reading show on.my app. My husband has called them they apologised and said we will get a big bill but not to worry as they will give us time to pay. It has been a year now and still nothing, I have been online to try and pay something off but no account number shows up. Arrrrr!!! On to the gas I have just gone on to pay my recent bill of 147.00 and it is showing a reversal of my last 3 bills and says I'm over 300.00 in credit. I really have no clue what to do. I'm fed up of calling as they seem clueless. Npower are shocking!!

You need to email Executive Complaints.

donnajunkie

Just transferred to a new tariff where we were quoted a payment of £56 pcm. Now we have got an email saying they have estimated what our usage will be and put the payments up to £67 before we have even made one payment. They just love over estimating our usage.