nPower Customer Service - perfect Oxymoron!

Natural_Born_Klingon

nPower customer service is a joke!

I had a problem with them in January of this year. I spoke with a person at length who told me that nPower would credit my account with £25 as a goodwill gesture(I don't have the person's name or the date of the call as I didn't make note of either, not thinking that I would need it again). How wrong I was.

The £25 didn't get credited so I paid the full amount on demand LESS the £25.

A few weeks ago I received a reminder letter over this. I attempted to contact customer services for most of the evening, finally getting through to a CSR at approximately 19:50 but during the conversation I was cut off; I assume that this was due to the 20:00 closing time for the lines. If this is true then it is unaccaptable that a blanket close of all telephone lines including ongoing ones happens.

I then assumed that I would receive a call back from nPower as a courtesy. I did not.

I have today received another reminder, this time with the threat of passing the details to a debt recovery team along with any expense that this may incur.

Again, I rang in. Again I was told by the automated system that there was a high volume of calls, so I arranged a call-back.

This duly occured but I was told by the human operator that he couldn't talke my call due to the high volume of calls - is that a joke? There's a high volume of calls so their CSRs answers calls to tell people that they can't answer their call?

I sent an e-mail that night (07/05) to the executive.compaints address; nada. I recived a tele-message today and have FINALLY got through to a CSR (after 30 minutes of an 8-14 minute waiting time!) who has - to his credit - been through the notes, found out that I was telling the truth and applied the amount.

This has been an absolute farce; I won't touch nPower again even if they are the last power company on earth!