NPower... Another unhappy customer!!

Tink2107

Hi and apologies if this has been discussed before.

We moved into our house in Nov 12 and there was a pre pay electric meter and normal gas meter with another energy supplier. We had Npower at our old property and had never had a any problems with them before. So we got in tocuh with them to switch our supply to them and change the pre pay meter to a normal meter. They advised us of a switch over date at the end of Jan and that they would do the rest.

The end of January came and still no one had been out to change the pre pay meter. We got a letter to say they were ready to change our supply on both the gas and electric and we got a new electric key. We thought that was strange considering they should be installing a normal meter. We contacted them to find out they had never booked to change the pre pay meter. So they apologised and gave us a new date and advised us to use the key in the mean time. I was quite annoyed at this as the pre pay was very expensive and inconvenient and we had already had to pay Dec/Jan on pre pay.

The meter finally got replaced 3 Feb. We contacted them to find out what happens with our dual fuel discount and direct debits. They stated that we would hear in the post the details and everything was set up correctly. This was preceded with a phone call every month getting a very similiar response yet no direct debit was getting set up and nothing was being sent by post. Every time we have contacted them we have been assured that it will be sorted.

Last month we received 3 gas bills asking for £433. We contacted them stating this was incorrect and we have arranged to pay direct debit and not when we receive bill. For some reason they had been taking £40 a month for the gas. So we owe £233 approx but when we contatced them they said thats fine we'll sort it within the direct debit.

We then get another bill this time for the pre payment account stating we owe the £199 - £50 we had in credit when they closed the pre payment meter down. We had a pre payment meter with them for 24 days and there is no way on this earth we used £200 of electric in that duration and we obviously were on pre payment so were paying for the electric we used there and then??

Got home yesterday to find we have a collections department letter as we haven't made payment for the gas bill?

I just don't know what to do anymore I am sick of speaking to them by phone telling us they are going to sort it - we are now in August and have had nothing but trouble. Ringing them again tomorrow as this is going to go against our credit rating but we cant afford to pay that sort of money out especially when we have been asking for this to be sorted for months.

Thanks if you have got this far and sorry for rambling.

Advice needed.

xxx

dan3811991119

N power would object to you leaving them so you need to sort out the balances first before you can look elsewhere. N powers price is not even the best one out there you made a mistake been loyal. Always shop around.

nPower

Tink2107 wrote: »

Hi and apologies if this has been discussed before.

We moved into our house in Nov 12 and there was a pre pay electric meter and normal gas meter with another energy supplier. We had Npower at our old property and had never had a any problems with them before. So we got in tocuh with them to switch our supply to them and change the pre pay meter to a normal meter. They advised us of a switch over date at the end of Jan and that they would do the rest.

The end of January came and still no one had been out to change the pre pay meter. We got a letter to say they were ready to change our supply on both the gas and electric and we got a new electric key. We thought that was strange considering they should be installing a normal meter. We contacted them to find out they had never booked to change the pre pay meter. So they apologised and gave us a new date and advised us to use the key in the mean time. I was quite annoyed at this as the pre pay was very expensive and inconvenient and we had already had to pay Dec/Jan on pre pay.

The meter finally got replaced 3 Feb. We contacted them to find out what happens with our dual fuel discount and direct debits. They stated that we would hear in the post the details and everything was set up correctly. This was preceded with a phone call every month getting a very similiar response yet no direct debit was getting set up and nothing was being sent by post. Every time we have contacted them we have been assured that it will be sorted.

Last month we received 3 gas bills asking for £433. We contacted them stating this was incorrect and we have arranged to pay direct debit and not when we receive bill. For some reason they had been taking £40 a month for the gas. So we owe £233 approx but when we contatced them they said thats fine we'll sort it within the direct debit.

We then get another bill this time for the pre payment account stating we owe the £199 - £50 we had in credit when they closed the pre payment meter down. We had a pre payment meter with them for 24 days and there is no way on this earth we used £200 of electric in that duration and we obviously were on pre payment so were paying for the electric we used there and then??

Got home yesterday to find we have a collections department letter as we haven't made payment for the gas bill?

I just don't know what to do anymore I am sick of speaking to them by phone telling us they are going to sort it - we are now in August and have had nothing but trouble. Ringing them again tomorrow as this is going to go against our credit rating but we cant afford to pay that sort of money out especially when we have been asking for this to be sorted for months.

Thanks if you have got this far and sorry for rambling.

Advice needed.

xxx

Hi Tink2107,

I'm really sorry to read about this and can understand why you would be frustrated.

Could you send me an email (address is on my profile page) with all the details and I can take a look into this for you?

Many thanks,

Adam