nPower Complaint... any suggestions?

polythenegirl

Okay so rather than going into the gory details of my actual complaint with nPower, i'm looking for some help and advice as to raising the complaint. I spent over an hour and 20 minutes on the phone to nPower customer services on Wednesday night trying to get an outstanding issue on my account sorted which has been needlessly complicated by some bad admin on the account (again, for the 4th time now) and during the call I stated numerous times that i wanted to speak to a manager or supervisor and make a complaint because I was so unhappy with the situation. Each time I was told that no manager was available (they were on calls and training new colleagues). When I asked to speak to the manager's manager I was told that was impossible and fobbed off again. The girl I was speaking to could not resolve my issue for me and in the end I gave up and agreed to a manager calling me back on Thursday between 6pm and 8pm so that I could log an official complaint which would get escalated to the Executive Complaints department. I was told because my account is now over 2 departments (a part of my monthly payment is with collections...) I can't raise a complaint via the website, etc and I need to do it through Customer Services....

However, I haven't had the promised call back and I have absolutely no faith in them ever getting back to me or getting to speak to a manager if I call back, add into the fact that I have to spend the time explaining again to a Cust Serv rep the situation when I call back, any other suggestions as to how to raise this flippin' complaint????

zerog

email executive.complaints@npower.com

they may take 2 weeks to reply but will reply eventually

you can also email the npower rep who posts on here occasionally

Wywth

polythenegirl wrote: »

Okay so rather than going into the gory details of my actual complaint with nPower, i'm looking for some help and advice as to raising the complaint. I spent over an hour and 20 minutes on the phone to nPower customer services on Wednesday night trying to get an outstanding issue on my account sorted which has been needlessly complicated by some bad admin on the account (again, for the 4th time now) and during the call I stated numerous times that i wanted to speak to a manager or supervisor and make a complaint because I was so unhappy with the situation. Each time I was told that no manager was available (they were on calls and training new colleagues). When I asked to speak to the manager's manager I was told that was impossible and fobbed off again. The girl I was speaking to could not resolve my issue for me and in the end I gave up and agreed to a manager calling me back on Thursday between 6pm and 8pm so that I could log an official complaint which would get escalated to the Executive Complaints department. I was told because my account is now over 2 departments (a part of my monthly payment is with collections...) I can't raise a complaint via the website, etc and I need to do it through Customer Services....

However, I haven't had the promised call back and I have absolutely no faith in them ever getting back to me or getting to speak to a manager if I call back, add into the fact that I have to spend the time explaining again to a Cust Serv rep the situation when I call back, any other suggestions as to how to raise this flippin' complaint????

Write to them. Send it recorded delivery. Explain your complaint and tell them what you wish them to do to resolve it.

http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf

undaunted

How long has the complaint been unresolved. If more than 8 weeks you could look at a complaint to the Energy Ombudsman

polythenegirl

undaunted wrote: »

How long has the complaint been unresolved. If more than 8 weeks you could look at a complaint to the Energy Ombudsman

My problem is raising the complaint in the first place!

I've managed to get a response from the EC department now through hassling them on Twitter.

Thanks for all the replies!

undaunted

polythenegirl wrote: »

My problem is raising the complaint in the first place!

I've managed to get a response from the EC department now through hassling them on Twitter.

Thanks for all the replies!

Don't get bogged down in the definition of raising a complaint & with who, or let Executive Complainst fob you off for long (they are generally as bad as or worse than the rest in EC!) If you have been contacting customer services, spending 1.5 hours on the phone etc they should be aware of your complaint. You can confirm in writing & how you want it resolved if you wish but once 8 weeks are up I'd let the Ombudsman have a go (it will cost the supplier, not you!)

dogshome

You are either being given the run around or talking to a Cust. Service person who's new on the job.

In the strange world inhabited by Utlity Co's, the word "Complaint" has special meaning. When used by a customer it's supposed to bring in an entire raft of rules that the Utility Co. has to abide by, by the terms of their licence .

However, useing it on the phone often doesn't push the magic button - What does is a letter headed Complaint - Just like that, BIG & BOLD

chanz4

the word complaint is used by everyone these days, executive complaints everyone goes to of all companys so its just normal staff