Npower complaint

Wywth

nPower_company_representative wrote: »

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

I can't see see your email address there.





For some reason, I cannot see the 'About Me' tab with your profile. I can see it with e.g. the SP rep's profile. Check theirs out and ensure your email is under the same heading i.e. Interests

When you view your own profile About Me page, can you see a "View your "About Me" as seen by everyone else" link? If so, press that and you can see what we see.

(You can't see my "About Me" tab - but I can; there's nothing in there)

If you can, try User CP>Profile Privacy
and then check 'About Me' has the same setting as 'Contact Info' - probably should be 'Everyone'
Ensure you save any changes

LittleMax

When I failed to get a response I forwarded it to the email address given for second stage complaints ... this then did get me a response, although they still haven't resolved my issue. But that's for another forum.

I would try, executive.complaints@npower.com

Complaints Process on the Npower website

cing0

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 don't know why you sent a recorded delivery letter - that’s a waste of money.
Npower customers can send message online within account management which generates an acknowledgement email.

I’m pretty sure depending on which energy ombudsman investigation officer you get or if you p**s them off, they can argue just because they received your
complaint letter, doesn't mean Npower have read it.

I can confirm Npower are taking weeks to respond to complaints. It’s best to send each issue as a separate complaint as the energy ombudsman will only award you £30 for customer service failings. You have a year to bring up complaints.

dave8204

Npower are pigging awful.After receiving notification of them wanting to take a ridiculous amount from me via Direct Debit given my usage,which they should have been aware of after my first month's bill and the questions I answered online before switching,I saw and heard enough to realise them and their customer service wasn't for me. Npower wanted something like £150 a month,if they'd looked at their own bill and what I'd told them they'd have realised this was at least £110 too much.Included in this was £60 a month for Gas,my combined bills for the last 2 YEARS come to £70.Having seen and heard other people's experiences personally and on TV I decided to cut and run before the fun and games began.I signed up with someone else and called Npower's customer services to tell them I was cancelling the DD and why,not paying them being a hell of a lot more simple than trying to get a refund.To be fair they answered quickly and the guy was very polite,however his apology and explanation that "we've charged you the national average" was a bit too quick for me to believe him,being a cynical sod,and I'd already made my mind up to switch as I told him.He first told me to cancel the direct debit as it was wrong then asked if my decision to switch was based on the gas surcharge they've recently introduced.When I said partly he told me every energy provider had to make one of these by law.Thanks to this site I was able to tell him that wasn't true and my new supplier did no such thing....he argued.I told him I'd made my mind up,his company has a terrible reputation and I had no intentions of staying with them when they couldn't get the basics right.
Since then I've had 3 identical letters (all arrived on the same day) informing me that my Bank hadn't paid the direct debit their guy told me to cancel so I'd have thought would/should be on record,and an estimated bill which is a good £50 more than the meter tells me so I think I made the right decision.Also when I checked the bills they've sent me had a different tariff to the one I signed up to online,how difficult is that to get right? The Customer Services guy told me ,"we've changed our systems because of problems and everything's fine now".A friend of mine told me they said exactly that 18 months ago when he finally got back the £260 they owed him after what seems the usual DD overcharge.Took him 6 months and a lot of stress.
I don't know why anyone sticks with these people,if they do for heavens's sake check what they're taking every month.
Avoid,Avoid,Avoid....seriously.

peter_the_piper

This post is for the Rep if around.
Potted history.
Sept2012 we came out of the farmers coop we were with and was told that details would be sorted. Fast forward to March and we phoned Npower to see what was happening as no ills yet. Will ring back.
Rang again as no ring back, will get customer adviser to ring.
No ring back, phoned again and was then sent 2 bills at an out of contract price. Rang to see if could be lowered as its not our fault you have not sent bills, customer adviser will ring you to sort it, but we paid anyway.
No ring back but sent a contract. After checking contract and comparing we signed it and returned at the end March/early April.
Fast forward to 6 June we get letter saying still at out of contract prices.
Rang to query and they said customer adviser will ring back. You guessed it, no call. Called today to try to sort and complain about customer adviser (initials P.A) Will get right back to you, this was at 9-15 and still waiting.
I want to get this sorted but seem to be on a loop. Hope you can help as not very impressed with customer service.

nPower

peter_the_piper wrote: »

This post is for the Rep if around.
Potted history.
Sept2012 we came out of the farmers coop we were with and was told that details would be sorted. Fast forward to March and we phoned Npower to see what was happening as no ills yet. Will ring back.
Rang again as no ring back, will get customer adviser to ring.
No ring back, phoned again and was then sent 2 bills at an out of contract price. Rang to see if could be lowered as its not our fault you have not sent bills, customer adviser will ring you to sort it, but we paid anyway.
No ring back but sent a contract. After checking contract and comparing we signed it and returned at the end March/early April.
Fast forward to 6 June we get letter saying still at out of contract prices.
Rang to query and they said customer adviser will ring back. You guessed it, no call. Called today to try to sort and complain about customer adviser (initials P.A) Will get right back to you, this was at 9-15 and still waiting.
I want to get this sorted but seem to be on a loop. Hope you can help as not very impressed with customer service.

Hi peter_the_piper,

Please can you pop me an email with all your details on? You'll find my email address on my profile page.

Once I have your account details, I can take a look into this for you.

Kind regards,

Adam

peter_the_piper

nPower_company_representative wrote: »

Hi peter_the_piper,

Please can you pop me an email with all your details on? You'll find my email address on my profile page.

Once I have your account details, I can take a look into this for you.

Kind regards,

Adam

Mail and details sent.
Thanks.

ally18

Wywth wrote: »

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?

Maybe I am but I want this sorting out quickly. It should never have happened in the first place. They are not too impatient to demand extra money from me, are they. I don't have an extra £35 available to pay my next dd.

ally18

nPower_company_representative wrote: »

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

I have received your automated letter ref the complaint in the post. I sent an email quoting the complaint number via my account and I had back an automated response email to say this was received on 4 June. That is all.

susie93

I have been complaining to N Power for 20 months and it is still not resolved as per my thread on N Power. I have about 10 letters saying that they are sorry they have not resolved my complaint so I took my complaint to the ombudsman. The ombudsman was not worth it either as they work for the energy companies and come down on their side. I had a reply from one gentleman who was the ombudsman dealing with my complaint and he said he had to send it to another department for a report. Guess what I had another e mail from the same man but he was now a different department (Fast Show Sketch???:rotfl: or what. I ended up sending a Subject Access Request with a £10 cheque for ALL information they had regarding my electricity bills and correspondence. So my point being don't take 10 days to reply too seriously. Good luck I hope you get somewhere. Is N Power French or German anyone know?