Add your feedback on energy supplier Npower

Jordo

Just switched from npower yesterday after two years of pulling my hair out. They blamed everything from the system switch:

"We’ve been installing a new computer system. Unfortunately, despite our best efforts, the installation didn’t go as smoothly as planned. The transfer to our new system caused problems we weren’t expecting with some of the letters and bills we send out."

They also blamed me for "not checking my online account". They take money when they want, how they want, at random amounts and then confuse you with mental bills, terminology, balances etc.

32 mins on the phone to customer services yesterday was the final straw, I even ended up shouting the following line:

"I am a good customer - I want to pay what I owe you, every month, by direct debit! How is this difficult!?!?!?"

Absolute jokers. Avoid.

DragonQ

Jordo wrote: »

They also blamed me for "not checking my online account".

This I can believe. They told me flatly "don't call again until you receive your welcome pack". Not even a "please".

Still haven't received a welcome pack and it's been over a month since I started the switch. The person I spoke to couldn't even give a rough indication of when it'd arrive.

Jordo

Mate, get out now and don't look back!

I have an email from their Customer Services Director (Gareth Pickles) on the 6th Nov stating my new DD would be £66pm, first payment leaving on the 18th and then on the 1st thereafter. So npower being npower, take double that amount on a different date. When I called them, they said "yeh, that all changed, you should have checked your online account".

Unbelievable how they treat people

yorkieorchid

Oh dear. I wish i hadn't switched now. Bad reviews here. I switched from B Gas to N power on 18th Oct for Dual Fuel. I recieved a contract for gas only, not dual fuel that i asked for. So i telephoned them and after a 25 minute wait finally got through to be told they would send out a new contract for dual fuel which i have still not received...

I think i might phone B Gas and see if they can offer me a decent deal to stay with them. Hoping its simple to do though as N Power have set up direct debit for my gas. Can i just ask the bank to cancel the direct debit?

DragonQ

Energy companies don't do haggling.

gc_bus

Switched to npower for about 10 months and was the worst thing I ever did - they are awful; wrong meter/wrong readings/no bills/duplicate bills/texts that bills were ready when they weren't/wrong tariffs/wrong payments methods - you name it they did it wrong!. At least the executive complaints division were more helpful. I'm now with EDF.

sligachan

Was an Npower customer at my previous address and had no problems. However, I moved this year and chose Npower as my supplier because they offered to remove pre-payment meter in mew property free of charge. This was in May and I still haven't had a bill or been able to set up a direct debit because my account still shows as 'pre-payment meter and they've told me that when the system does allow me to set up a direct debit, the monthly payment will be increased by at least £30 to cover hats already been used so each month there's a delay my payments go up and what would have been a manageable monthly payment becomes increasingly unmanageable.

[Deleted User]

Still owed £5.88 some 13 months after I have left. They made no attempts to repay the money in that period and their complaints department is pretending that it has tried to phone me on multiple occasions which is untrue as I have had no missed calls or voice mails at all on that number for a year.

UPDATE: Had a nice conversation with npower customer support and money now sorted out. The excuse was "the new computer system", well I never.

Lizling

I applied to switch my electricity to NPower 6 weeks ago and hadn't even had a welcome pack yet, so today tried 4 times to get through on the phone. On the final one I was in the queue for about 40 minutes. On the others I was cut off after about 5.

Apparently there was a problem with the data although everything I'd provided was correct and it'll be next year now before I'm switched. NPower hadn't seen fit to inform me and in the mean time, I'm on a variable tariff with British Gas, so I'll be paying an extra 10%.

I don't think it's acceptable to take 11 weeks to switch my accounts, especially with no communication and such long waits on the phone, and I also don't like how they haven't been paying their taxes, so I'm off to check the tariffs of suppliers outside of the big 6 now.

The upside is, that as they haven't even started processing the switch yet, I'm free to go.

I think I'll see if I can transfer my gas supply away from them too, which I'm at it.

Rummer

I am very frustrated with npower at the moment. My bill was due to be calculated in November which was also the date for my direct debit review. Due to their system change they have told me that they will be reviewing my DD and bill in MAY more than a year since my last bill and review.

This is all very stressful as I give monthly readings and monitor my usage closely to allow me to budget effectively and they can't even be bothered to work out how much I owe. Meanwhile they are sitting making a tidy profit out the money I have paid so far sitting in their account :mad: