Add your feedback on energy supplier Npower

Anthorn

It was Npower's quote for the variable tariff that I found confusing: Apparently they charge a standing charge per day but if I pay by monthly direct debit they give a discount which is reflected in the standing charge. The quote stated nil standing charge but the amount of the discount was not shown. I assumed that the whole of the standing charge would be discounted but went with Ebico variable where the nil standing charge is stated in the tariff.

titanflux

I have recently initiated switches AWAY from Npower dual fuel to separate suppliers. Deal end date is 28 February and I only started the switch process after NPower sent me the formal notification that end of deal was coming (13 January).

They have sent me emails for both energy switches saying that they are charging me an exit fee because it is before the end of the fixed deal. I guess I will check what appears on my final bill and then challenge it, but any pointers on their policy on this?

My electricity switch happened on 6 Feb and gas is still to happen over the coming weeks as Daligas appeared to forget about me altogether until I prompted them!

fonesaver

titanflux wrote: »

I have recently initiated switches AWAY from Npower dual fuel to separate suppliers. Deal end date is 28 February and I only started the switch process after NPower sent me the formal notification that end of deal was coming (13 January).

They have sent me emails for both energy switches saying that they are charging me an exit fee because it is before the end of the fixed deal. I guess I will check what appears on my final bill and then challenge it, but any pointers on their policy on this?

My electricity switch happened on 6 Feb and gas is still to happen over the coming weeks as Daligas appeared to forget about me altogether until I prompted them!

Same thing happened to me. I started the switch 5 days ago (my tariff ends 28th Feb) and got an email with 'As you have left your tariff before the end of the fixed term we will be charging you an exit fee.'

I phoned them and they say it's a fault with their system but the guy on the end of the phone sounded like he couldn't care less about the error but did ensure me I wouldn't be charged the fee.

Just another example of this awful company, so glad I found a better deal.

teddysmum

Email Executive Complaints and ask for the statement in writing. They respond very quickly.

diatonic

nPower are not only the worst energy co for customer service, but the worst organisation of any kind that I have ever dealt with. I am currently two months into trying to switch to another supplier, they have objected 5 times and apart from the first their CS staff were unable to give a reason. There will be at least another month before I can switch away. They now "think" they have found the reason for the switch but we shall wait and see. This is the second long lasting problem I've had with them. The previous one was their inability to produce a bill for over a year.

Avoid

donnajunkie

Got latest statement today. We are £13 in credit and they refunded us £8.84 and yet they still think it's warranted to increase our monthly payment by £11.

jacqszoo

After another hour (thats 4 hours so far) on the phone to #npower. am still no further forward. They are now trying to claim that the refund they issused in June 2016 was made in error, as although they had been billing us incorrectly since 2012 and this refund was to correct this mistake, they had actually not reconciled the account correctly and they issued this refund in error. So now I have to spend hours going back through numerous old bills, because Npower in alledgely trying to correct the account in the last 2 years have, issued, cancelled and reissued every quarterly bill at least twice. So in actualy fact its very hard to tell what is fact and what is fiction. Lets see what ofgem and the ombudsman have to say about it.

Suzywuzy

Tried to switch my mum from E-on Energy Plan (previously had been an AgeUK plan) but she got a letter saying that they would not do the switch. Did not appear to be a specific reason but assume that they would not take on this type of tariff.

randm

as per title, switched company over 2 months ago, but still waiting for my final bill, and refund of overpayment. i contacted them a month ago and was told there was problems sending out final bills, but that it would be soon. another month has gone by, contacted them via online messaging and asked if they were going to give me the interest i would have earned on my money. was told my final bill would be prepared by 31st october and to allow ten days for it to be emailed to me, and for my money to be refunded into my bank account.
today i received a generic letter thanking me for my complaint and to continue to pay for my ongoing energy use whilst they sort this out.
unbelievable.

footyguy

randm wrote: »

as per title, switched company over 2 months ago, but still waiting for my final bill, and refund of overpayment. i contacted them a month ago and was told there was problems sending out final bills, but that it would be soon. another month has gone by, contacted them via online messaging and asked if they were going to give me the interest i would have earned on my money. was told my final bill would be prepared by 31st october and to allow ten days for it to be emailed to me, and for my money to be refunded into my bank account.
today i received a generic letter thanking me for my complaint and to continue to pay for my ongoing energy use whilst they sort this out.
unbelievable.

I'm afraid you have to be patient in these matters.

All suppliers are permitted up to 6 weeks to produce a final bill, according to their supply licence - this is from the date of them termiinating their supply to you (i.e the actual switch date)

Thereafter, you can raise a complaint, which they are permitted 8 weeks to resolve before you can ask the ombudsman to assist you. It will typically take about 3 months from initial receipt before the ombudsman comes to look at your case and offer a proposed resolution.

The supplier is typically allowed a further 28 days to implement the resolution as proposed by the ombudsman (if you accept it)


The best thing is to try and avoid any large build up of credit in the first instance. This useful MSE article explains how ...
https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits