FURIOUS with NPOWER closed on friday! Unreachable today

raradel

Had nothing but problems with this company since 2007 always giving one amount to pay then send another bill a month later saying I owe more.l I set up payment plan last year due to arrears, set up DD they began taking DD then stopped around October they sent a letter saying payments would change - "DONT WORRY YOU DONT NEED TO DO ANYTHING" stated on letter. Heard nothing till last month and was asked to pay £49 arrrears so I duly paid. Week later I got another letter £211 arrears owed Ok so paid that. On friday I got a letter, £655 owed for arrears!!!! Are they taking the proverbial? How on earth can it be going up when I keep paying. Tried to phone on Friday at 1pm THEY WERE CLOSED! How on earth can they close till today. Tried to phone today - engaged tone for 2 hours then on hold for 1 hour 6 minutes before being cut off. Disgusting.

chanz4

Think its them migrating

raradel

they just dont seem to be capable of getting bills right - their whole system is flawed

BJV

Ask them for a brake down.

We had same problem with British Gas. In the end our bill was less than half the amount first they wanted.

Good to know that its not just British Gas but Npower customer services as well that are about as useful as a chocolate tea pot!

That said you have to stick with it and get them to investigate and explain your bill. After all you have a right to know what you are paying for!

Wywth

raradel wrote: »

Had nothing but problems with this company since 2007 always giving one amount to pay then send another bill a month later saying I owe more.l I set up payment plan last year due to arrears, set up DD they began taking DD then stopped around October they sent a letter saying payments would change - "DONT WORRY YOU DONT NEED TO DO ANYTHING" stated on letter. Heard nothing till last month and was asked to pay £49 arrrears so I duly paid. Week later I got another letter £211 arrears owed Ok so paid that. On friday I got a letter, £655 owed for arrears!!!! Are they taking the proverbial? How on earth can it be going up when I keep paying. Tried to phone on Friday at 1pm THEY WERE CLOSED! How on earth can they close till today. Tried to phone today - engaged tone for 2 hours then on hold for 1 hour 6 minutes before being cut off. Disgusting.

I'm not sure when they closed, but I tried calling them on Saturday and their phone line could not have been more clearer.

They were closed whilst their computer system was being upgraded. They are unable to access your account details whilst this was in progress. They would not reopen until Tuesday.

I'm surprised you were not given this detail on Friday if they were closed when you called then then, but hoe this helps.
You can understand that if they have been closed since Friday, then yesterday would have been very busy (and knowing IT upgrades in general, I bet that didn't go perfectly either, so probably further hindering their ability to provide a quick response)

If you had an agreed repayment plan in place, and you still owe them money but they have for some reason stopped collecting money from you last October, I would suggest you should have written to them last October. Why not write today?

MillicentBystander

If I had been so unhappy with a company in 2007, I can't see me still being with them in 2008 let alone 2013. Vote with your wallet and move away would be my advice.

ic

BJV wrote: »

Ask them for a brake down.

I'm sure the OPs already having a break down given the bills that are coming through.

parcival

We have just had a saga with Npower. Call centre staff are useless - all we wanted was to change a direct debit to another bank. It's been 3 months and still not done.

Had enough now so in the process of switching away.

nPower

raradel wrote: »

Had nothing but problems with this company since 2007 always giving one amount to pay then send another bill a month later saying I owe more.l I set up payment plan last year due to arrears, set up DD they began taking DD then stopped around October they sent a letter saying payments would change - "DONT WORRY YOU DONT NEED TO DO ANYTHING" stated on letter. Heard nothing till last month and was asked to pay £49 arrrears so I duly paid. Week later I got another letter £211 arrears owed Ok so paid that. On friday I got a letter, £655 owed for arrears!!!! Are they taking the proverbial? How on earth can it be going up when I keep paying. Tried to phone on Friday at 1pm THEY WERE CLOSED! How on earth can they close till today. Tried to phone today - engaged tone for 2 hours then on hold for 1 hour 6 minutes before being cut off. Disgusting.

Hi raradel,

This does sound very confusing.

I'd like to take a look and see what's happening with these differing amounts and to make sure your account is all up to date and billed correctly, in line with your payments made.

Could you pop me over your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] please?

Kind regards,

Adam

nPower

parcival wrote: »

We have just had a saga with Npower. Call centre staff are useless - all we wanted was to change a direct debit to another bank. It's been 3 months and still not done.

Had enough now so in the process of switching away.

Hi parcival,

It shouldn't be taking that long to change your direct debit details.

If you'd like me to get this chased up and sorted for you, please send over the details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can get onto this.

Best wishes,

Adam

LittleMax

I've just received a statement from Npower wanting to increase my DD from £46 to £76 per month ... when I looked at the statement, the only actual reading was my first reading when I switched in September. They have then provided an estimated reading in March (didn't contact me for a reading as they said they would when I opened the account). Their estimate for 3rd March, 6 weeks ago is 243 units more than the actual reading this week!

I tried to call them and the number given on the statement for meter readings gave out a recorded message saying it was no longer in use phone the main number. I then tried to enter the correct reading on line and the error message came up 'implausable reading' and requested a reason - they did not give an option that said 'Npower have provided a ridiculous estimate', so I had to select 'energy saving measures'. Anyhow, their computer system has not taken my new reading as a replacement for the estimated reading, it has calculated that in the last 6 weeks I have gone round the meter and used over 99k units!

I just know the computer is going to generate a stupid bill, unless someone looks at my account. Have sent a complaint email and not even received an acknowledgement.

I only switched in September ... but time to switch again, but know I need to get the reading sorted first as otherwise it will take even longer to sort a switch!