Npower shambles

paulo1888

The executive complaints team. The very name suggests that the complaint is at the highest level and receiving personal attention. They send me a letter apologising for the fiasco. Listen to this rubbish "Rest assured we're doing everything we can to resolve your issue and we will keep in touch with you as we work towards a resolution"
WRONG. They never ever keep in touch. The only time they respond is when you vent your anger on Social Media. The so called Executive Complaints team even managed to change my name to Mr Gilroy. My name is Mr Gillooly. Doesn't exactly inspire me with confidence.

Anyway can someone please help me with this one. Under the supply of goods and services act, can a company charge you for a product if they refuse to tell you how much the product costs? Npower have been supplying my gas since February, and are unable to tell me anything about my usage or associated costs. I have a record of all correspondence to back this up. My case is currently with Ombudsman Services.

Many Thanks

ExtraMask

What do you mean by refuse to tell you how much? They're not allowed to refuse you the info on what you're being charged. Have you actually asked for your unit prices? With that you can calculate your own energy costs between receiving bills.
Haven't you received a bill statement with usage and unit rates?
Are you on monthly fixed direct debit?

Wywth

A(nother) likely story! :cool:

paulo1888

Hi Extramask,

Thanks for your reply. I can honestly say that having requested this numerous times the reply is always the same. Because I am not on the system I do not have a customer account reference, They cannot set up a direct debit and will not accept any Switch payments because they are having, Quote " Technical issues with the billing system" I have repeatedly asked for a makeshift bill but to no avail. So Npower are supplying my gas and are unable to tell me the cost. This is the issue I have taken up with Ombudsman Services.

undaunted

Have you considered switching to someone who will then?

Npowers Executive complaints dept wouldn't know good customer service or reasonable conduct if it bit them on the backside

paulo1888

undaunted wrote: »

Have you considered switching to someone who will then?

Npowers Executive complaints dept wouldn't know good customer service or reasonable conduct if it bit them on the backside

Thanks for the reply undaunted
Yea, that's what I will have to do. I'm a bit concerned that if I switch I may have further problems as you have to give the name of your previous supplier when signing up to your new supplier. As they are having so called "billing issues" they may not be able to provide details to the new supplier. I'll give it a go, hopefully it will be OK.