Add your feedback on energy supplier Npower

FantasticFox

Moved into my property in July 2017 and discovered Npower were the supplier. Had a quick check on here to compare and find a cheaper supplier, then tried to switch.

That's when Npower discovered the meter serial number for my electricity was different to what they had on file. Now I've worked for another of the Big Six before and it's an easy fix, just update your system and then the national database, takes maybe a couple of months for it all to resolve.

But apparently Npower had to confirm I wasn't lying, and wanted to send an engineer to visually confirm this. Weird but ok I went with it. Took a day off work and guess what, no engineer. Got an automated e-mail apologizing and crediting my account. Tried calling but after waiting for so long to get through I tried the web chat, who said they'd update it all now. Fantastic!

Turns out web chat didn't actually do anything.

So I decide to use the social media team as then I can screenshot and keep account of all our interactions. They arranged a second engineer who actually did appear this time, only he didn't write down the MSN. The CSA at the social media team apologized about this and asked for a picture of the meter instead, which I gave. All fixed? Nope. During this time I also received a letter saying Npower were going to block my bill from being created until the issue was resolved. The social media team get in touch and want to try a 3rd engineer. At this point it's been 5 months.

So the third engineer arrives thinking he's there to fit an isolator switch. When I advise what he's actually there for he seems pretty annoyed, grumbling that this isn't what engineers are for. None the less he takes a note of the MSN.

Finally I think it's resolved. Ha. No. The next three months are spent chasing up the CSA who just keeps advising that the engineering department won't respond to e-mails and refuse to speak over the phone.

At this point I find out about Executive Complaints so decide to escalate things to them. They respond stating they're taking over the complaint and will update the database, it'll take up to 40 working days to get done. Huzzah!

83 working days later they get in touch to advise it's done, all resolved. Am I happy? Well no, I've been waiting over a year for a bill now. Yes but they wiped off part of my bill from over 12 months ago, that was good wasn't it? Well no, that's regulation, they have to do that. Oh ok then, how about £30 compensation?
Hardly enough considering my complaint was open for over 300 days and only got resolved because I had to keep chasing it up. Ok fine, £100, final offer. Again, I've been stuck with this company for over a year because of failure after failure to complete a simple task, I could have saved around 3X that amount if I'd switched at the beginning.

And now my complaint is deadlocked and off to the Ombudsman.

So yeah...not a good company.

OPMDaze

Eerily similar to how I've found them. Web Chat a total waste of time, they tell you everything is fixed but it's not. :mad: Since sending readings regularly my usage is down 33% on their ludicrous claims from 2017.

berzsebet

Had a terrible customer services experience with them - messed up my direct debit, emailed to them and I was reassured it will be sorted as a matter of urgency. Surprise, surprise nothing happened for nearly 4 months !! I've sent tons of emails, nothing but empty promises. They handled my complaint so poorly that npower themselves recommended that I contact the Energy Ombudsman ans they were unable to sort their own issues out - what a mess and anguish! Ombudsman upheld my complaint but I am now with another supplier as I do not trust npower anymore.

garytabs

I have been trying to change to n power since late August and 2 failed switches later they wonted me to sign up again they do credit queck each time they won't give me any reason why my switch won't go through they did not bother to let me know that the switch had failed I had to keep phoning them to see what was going on :(I am in credit with my supplier and my old supplier is is charging me 27p a day standing charge nearly 17p a unit I just want to a chepper supplier they are so rubbish it is a joke

Tra

Looking for some advice if possible please. Me and my partner moved into a property on 7th December 2018. We came home from work on 3rd January and struggled to gain entry into our property due to a damage lock. Upon eventually getting in there was a letter from Richburns stating they had forced entry into our property due to an outstanding account from the previous home owner. We have been told that Npower were informed by the estate agents on 13th June that the previous owner had vacated the premises but Npower are saying they hadn't. We have had to pay to get the damaged lock changed and Npower are stating that they were well within their rights to send bailiffs to the property. Can anyone give any advice on where we stand with this please

berzsebet

Try the Ombudsman energy services - you have to complain to npower first though and if after 8 weeks they are still not budging - eg. cant get agreement or ignore you -, you have the right to contact Ombudsman and seek help from them - it seems more like a legal battle however. Or you can also try your local citizens advice bureau

wavelets

Tra wrote: »

Looking for some advice if possible please. Me and my partner moved into a property on 7th December 2018. We came home from work on 3rd January and struggled to gain entry into our property due to a damage lock. Upon eventually getting in there was a letter from Richburns stating they had forced entry into our property due to an outstanding account from the previous home owner. We have been told that Npower were informed by the estate agents on 13th June that the previous owner had vacated the premises but Npower are saying they hadn't. We have had to pay to get the damaged lock changed and Npower are stating that they were well within their rights to send bailiffs to the property. Can anyone give any advice on where we stand with this please

I suggest you call the police if someone has forced entry into your home without lawful authority.

Do not touch anything or have anything repaired until CSI have been and secured evidence.
As this allegedly occured a month ago, I doubt the police will take matters seriously now.
But this was not the actions of an energy supplier, as they would act lawfully to gain entry, and what you describe were not the actions of those who gain entry lawfully.
Richburns do NOT force their way into peoples homes.
Even police who use their 'big red key' would never leave an unoccupied property in the condition you allege.

Hopefully. lesson learned for next time...