Add your feedback on energy supplier Npower

J_M_W

Been with npower for a year from December 2016 till now (December 2017).


Switch to them was easy and no big issues.


Problem came to billing - my 1st bill was issued 5 months after signing up - as apparently they had billing system issues. Received bill only after spending quite along time on phone and their online chat.


After year of fixed fees - moving now to AVRO - lets see how will that go- fingers crossed.

nadia196

I switched to NPower a year ago and am now about to switch again from them to Together Energy but it was a nightmare from start to finish.

When I joined, I was told the date that they wanted my opening meter readings. I gave them those readings on that day and I confirmed the readings with them a couple of days later. Someone at NPower then saw fit to change one of these readings, so when they sent them to E-ON, they were rejected as they didn't tally with my previous readings. After weeks of phone calls between NPower and E-ON I finally discovered what had happened, however no one at NPower could tell me why they had altered the readings.

So I thought OK worst is over, how wrong was I. After 6 months I was sent an email telling me that I would get a statement then another email saying there was a problem with the statements and they would be delayed. At some point I realised that 9 months had passed and I'd not had a single statement, so I called them and asked what was going on, but no-one seemed to know. I asked them to at least work out my usage to ensure I was paying the correct DD amount and see whether I was in credit (as I usually am). They seemed unable to do this and said they needed to call me back (however, I managed to do this myself by using a couple of online calculators). The woman I spoke to never called back, so I called again and spoke to someone else and she did call me back with the info (so mine was quite accurate).

It got even better when I finally got 3 statements for the 9 months which showed I was in credit by almost £200, however, despite this they thought they needed to increase my direct debit! So I called them and told them they were being ridiculous and refused to allow them to increase my DD, eventually they agreed and guess what....I'm still in credit even during the winter months.

I sent a letter of complaint to which I never received a reply and they claim not to have received it...convenient.

I also missed out on my warm home discount as I didn't realise that they pay these in May (other suppliers pay these in Nov/Dec) and I'd applied after May 2017 so I would have to stay with them until May 2018 to get it...not a chance!

So the moral of this story is....DON'T TOUCH THEM WITH A BARGE POLE!!!!

donnajunkie

The smart meters are rubbish. Got up the other day it said 11p. 30 minutes later it said 65p. Totals towards the end of the day have been more than double what they used to be without doubled usage. However our payments seem to be holding. If they ever make a massive increase we will be switching. Also we got an email telling us we are getting our smart meters soon despite already having smart meters.

PeanutButterSandwich

NPower have just sent me a gas bill for £350 even though I am not an NPower customer, have no gas appliances in my flat and never have.

My crime was writing to tell them a previous tenant had left.

If you receive letters from NPower addressed to Not You I strongly urge you to file them straight in the bin.

microstar

I have had billing problems with Npower for 3+ years. In the past I've complained to Ofgem, received significant compensation (more than once). During 2017 I was billed correctly, but now its all gone wrong again and I am once more having to deal with Npower Executive Complaints. Its stressful and wastes a lot of time.
The problem stems from me being on a 'Heatwise' meter, which Npower seem to be unable to bill correctly.


Can I take court action directly against Npower - issue a Letter Before Action etc? I would use an accredited electrician to support my case.
Or do I have to complain via Ofgem again?

krystleann

i've had no problem up until now, they say im in debt of £252.62 which i don't understand how Since i pay monthtly and on time

they say the amount is correct, do i have the right to complain, my bill is goin up to £79 a month from may 2018, in winter months its usually aroung £45, and goes down in the summer so where on earth did they get that amount from

randm

so even though i left npower back in 2017 and finally received my £144 credit, today i received a reminder that a balance was outstanding on my account and that this was the second letter they had sent.
rang, and was told the queue was at least 25 minute wait so got onto live chat and was told that i had no outstanding bill, as i knew, and that the letter had been sent out in mistake.

randm

randm wrote: »

so even though i left npower back in 2017 and finally received my £144 credit, today i received a reminder that a balance was outstanding on my account and that this was the second letter they had sent.
rang, and was told the queue was at least 25 minute wait so got onto live chat and was told that i had no outstanding bill, as i knew, and that the letter had been sent out in mistake.

So today i received yet another outstanding payment red bill :mad:

randm

randm wrote: »

So today i received yet another outstanding payment red bill :mad:

received another bill last week, and today when checking my bank statement a payment has been credited to my account???????? went and checked the npower account and i have a debit owing for the same amount????? I have now written a complaints letter.

OPMDaze

Appalling customer services, changing readings to suit a ridiculous bill starting at the end of 2017. Still not resolved. Have photographs of readings that went missing and others they changed. If I did that I'd be locked up, yet these get away with it.:(