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npower billing system up the swanny

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  • kevin52
    kevin52 Posts: 156 Forumite
    Part of the Furniture Combo Breaker
    Adam from Npower, don't thank me for my patience because I have lost it and am moving to another supplier. So it will not 'enhance my customer experience.'
  • No NPower is not trying to delay people leaving, its just that the new billing system is a steaming pile of dog doo. Its the same kind of system that led to EDF having to write a letter to Ofgem to explain how their new system (brought in to improve service) led to a much worse service, longer call queues etc...

    It just goes on and on. The worst thing is NPower STILL have no clue how to firefight. There is NOTHING in place for staff to do when customers call. The maddest thing of all is staff are told to quote timescale which they know will not be met. You see accounts with requests sitting there for months, and yet when you raise a request for a customer you have to tell them it will take at most ten days (with a straight face).

    It is utter madness and I wonder how long it can continue for. Surely at some point someone in authority MUST see this and take action? I don't see how NPower cannot have some kind of plan of attack and give thier (now utterly exhausted) staff some tools to work will. Hell even Santander were able to do something of that nature after they were in the paper. Now there's an idea...
  • Poor Adam from Npower. Clearly has his hands tied because that answer is pure rubbish.

    My story goes a bit like this:
    1) Move into apartment supplied by NPower in September and provide meter reading
    2) NPower sends confirmation letter but never send through account details
    3) Move out of apartment mid March and call to tell them I'm moving house
    4) Give meter readings and await bill
    5) Chase bill last week after waiting 3 weeks for bill
    6) Everytime I call am on hold for hours, constantly busy. use the ring back and miss the call
    7) woman leaves message saying I need to give forwarding address and meter readings (WHICH I'VE ALREADY GIVEN!)
    8) Try to ring on Monday, call centre and website down as final system migration being done.
    9) Since the system 'upgrade' I have tried several times every day this week to ring up and the phone is no longer answered or I get an engaged tone.

    It's like they don't want my money!
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