Npower complaint

MarcoM

Hello,

Two weeks ago I sent a complaint to npower however they have not been in touch. I have proof that they received my complaint (recorded delivery).
Their complaints procedure states that they respond within ten working days.

I would like to know if other people currently have complaints with npower which are not being acknowledged. I guess they must be swamped with complaints after their system switchover.

My next step would be to either write to the ceo or just wait till the eight weeks is over so that I can refer the matter to the ombudsman.

dogshome

You can chase up the CEO if you wish, but n'power's 56 day window to resolve the problem starts from the date on your Rec. Dly. letter - If they fail to to fix it in that time you straight to the Ombudsman

nPower

MarcoM wrote: »

Hello,

Two weeks ago I sent a complaint to npower however they have not been in touch. I have proof that they received my complaint (recorded delivery).
Their complaints procedure states that they respond within ten working days.

I would like to know if other people currently have complaints with npower which are not being acknowledged. I guess they must be swamped with complaints after their system switchover.

My next step would be to either write to the ceo or just wait till the eight weeks is over so that I can refer the matter to the ombudsman.

Hi Marco M,

When did you send this letter and when does your recorded slip say we received this? You say that you sent this two weeks ago, which is ten working days, but may have taken a couple of days to arrive?

If you'd like to send me over the details instead, I can take a look into your complaint for you? You'll find my contact email address here: http://forums.moneysavingexpert.com/member.php?u=799997&tab=aboutme&simple=1

Kind regards,

Adam

f1767176

@ nPower company representative

a) There's no contact email address on that page, only a link to the npower site, which results in no reply if you send anything there.

b) I sent you an email yesterday to the email address [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] (as you yourself/whoever was using your MSE account on that day gave in another post in this forum) and that also resulted in no reply.

c) Are you just here to give the impression you are helping people?

d) Please tell us EXACTLY what is the matter with npower. Do you have a cronic shortage of customer service people, or is your computer system completely broken, or something else? There are a HUGE number of posts in this forum complaining about npower, the vast majority of which are that they never respond, which is my experience also. Last time I had need to contact npower it took them 5 weeks to respond, this time it's been 2 weeks and counting. Why don't npower just put a big notice on their front page stating exactly what is wrong? That would allow people that are waiting and waiting and waiting to at least know WHY they are waiting?

f1767176

No reply? LOL.

MarcoM

I have looked at the link and there is no contact detail.

ally18

Same here. Ive put in a complaint and no response.

I managed to speak to someone last week who actually registered the complaint for me after she couldn't help me with the problem.

Problem -
New tariff not applied to my account for gas in April despite the note being on my account stating it.
New tariff not applied to my account for elect in May again as above.
Therefore resulting in a huge dual fuel bill which is completely wrong on estimated readings.
And she couldn't take the actual readings because the system wouldn't allow it.
End result is a huge bill, which I don't owe and they are increasing my dd by £35pm in July.
I was told I would just have to pay the increased dd as she couldn't stop it.
Ridiculous!

Wywth

ally18 wrote: »

Same here. Ive put in a complaint and no response.

I managed to speak to someone last week who actually registered the complaint for me after she couldn't help me with the problem....

They have 8 weeks to resolve a complaint
Even nPower say it may take 10 working to respond ... and that is not necessarily with a final resolution.

Don't you think you might be being a little impatient?

nPower

f1767176 wrote: »

@ nPower company representative

a) There's no contact email address on that page, only a link to the npower site, which results in no reply if you send anything there.

b) I sent you an email yesterday to the email address [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] (as you yourself/whoever was using your MSE account on that day gave in another post in this forum) and that also resulted in no reply.

c) Are you just here to give the impression you are helping people?

d) Please tell us EXACTLY what is the matter with npower. Do you have a cronic shortage of customer service people, or is your computer system completely broken, or something else? There are a HUGE number of posts in this forum complaining about npower, the vast majority of which are that they never respond, which is my experience also. Last time I had need to contact npower it took them 5 weeks to respond, this time it's been 2 weeks and counting. Why don't npower just put a big notice on their front page stating exactly what is wrong? That would allow people that are waiting and waiting and waiting to at least know WHY they are waiting?

Hi f1767176,

I am here to help anyone who has a query with their npower account.

I have responded to all emails received yesterday, including ally18 below. It doesn't appear that we have received your email, so could you please try and re-send this?

I'm sorry if the link doesn't work - I'm not sure why? When I click through to it I go to our page which has the contact email address in the 'About me' section.

Best wishes,

Adam

nPower

ally18 wrote: »

Same here. Ive put in a complaint and no response.

I managed to speak to someone last week who actually registered the complaint for me after she couldn't help me with the problem.

Problem -
New tariff not applied to my account for gas in April despite the note being on my account stating it.
New tariff not applied to my account for elect in May again as above.
Therefore resulting in a huge dual fuel bill which is completely wrong on estimated readings.
And she couldn't take the actual readings because the system wouldn't allow it.
End result is a huge bill, which I don't owe and they are increasing my dd by £35pm in July.
I was told I would just have to pay the increased dd as she couldn't stop it.
Ridiculous!

Hi ally18,

We responded to your email yesterday and you replied back, so I'm not sure why you say we haven't?

This is being looked into and someone will be in touch with you.

Many thanks,

Adam

nPower

MarcoM wrote: »

I have looked at the link and there is no contact detail.

Hi MarcoM,

Sorry the link doesn't work - thanks for making me aware.

If you click on the 'nPower company representative' link then you will be able to view our profile and see the email address there.

Kind regards,

Adam