Npower customer service

Pete268

Conker25 wrote: »

No bill, was due one 8/8/13,

You're lucky, I haven't had a bill since February 2013. (I was due one in May 2013, again in August 2013 but none have appeared either online or through the post), another is due again in November. Fortunately I pay quarterly when the bill arrives, but I am having to put a lot of money aside for when a bill does eventually arrive (infact I bought and sold my Royal Mail shares at a profit with the money I have put aside for my electric bill!!).

I have had my meter read twice and have submitted further meter readings but still no bill. I have complained and my complaint was with an individual at NPowers 'Executive Complaints Team' which sounds impressive but seem to have been totally useless. They have apparently twice requested a 'manual bill' be raised but still nothing. A recent e-mail from them also said I should receive compensation for the inconvenience and that they would look to see if there was a cheaper tariff for me but, as with their billing, no compensation or details of a cheaper tariff have been sent to me.

I got the feeling they were trying to say my lack of a bill was actually my fault for having quote 'a non standard meter'. Well I am sorry but that was the meter that was there when I moved in to my house in 2009 and all was fine with it until this year when I just stopped receiving bills.

The last e-mail from 'Executive Complaints' said my complaint had been 'escalated' but no mention of whom it has been escalated to and I am not holding my breath about getting any further forward!

I am not sure whether or not to go to the regulator to be honest but I feel I will be just another NPower customer in a long line. Even if the regulator does fine NPower, it is us the customers who pay the fine in the long run.

The worst thing is that I am stuck with these idiots at NPower. It's just plain stupid that I have to beg and plead just for a bill. I am sure if I cannot pay when it eventually arrives they won't give me over 8 months to pay!!

Peter

cynicalgit_2

Pete268 wrote: »

You're lucky, I haven't had a bill since February 2013. (I was due one in May 2013, again in August 2013 but none have appeared either online or through the post), another is due again in November. Fortunately I pay quarterly when the bill arrives, but I am having to put a lot of money aside for when a bill does eventually arrive (infact I bought and sold my Royal Mail shares at a profit with the money I have put aside for my electric bill!!).

I have had my meter read twice and have submitted further meter readings but still no bill. I have complained and my complaint was with an individual at NPowers 'Executive Complaints Team' which sounds impressive but seem to have been totally useless. They have apparently twice requested a 'manual bill' be raised but still nothing. A recent e-mail from them also said I should receive compensation for the inconvenience and that they would look to see if there was a cheaper tariff for me but, as with their billing, no compensation or details of a cheaper tariff have been sent to me.

I got the feeling they were trying to say my lack of a bill was actually my fault for having quote 'a non standard meter'. Well I am sorry but that was the meter that was there when I moved in to my house in 2009 and all was fine with it until this year when I just stopped receiving bills.

The last e-mail from 'Executive Complaints' said my complaint had been 'escalated' but no mention of whom it has been escalated to and I am not holding my breath about getting any further forward!

I am not sure whether or not to go to the regulator to be honest but I feel I will be just another NPower customer in a long line. Even if the regulator does fine NPower, it is us the customers who pay the fine in the long run.

The worst thing is that I am stuck with these idiots at NPower. It's just plain stupid that I have to beg and plead just for a bill. I am sure if I cannot pay when it eventually arrives they won't give me over 8 months to pay!!

Peter

Suggest you request to pay the bill over 12 months by instalments when you finally get one.
After a year you could send your bill a birthday card.

Conker25

Pete268 wrote: »

You're lucky, I haven't had a bill since February 2013. (I was due one in May 2013, again in August 2013 but none have appeared either online or through the post), another is due again in November. Fortunately I pay quarterly when the bill arrives, but I am having to put a lot of money aside for when a bill does eventually arrive (infact I bought and sold my Royal Mail shares at a profit with the money I have put aside for my electric bill!!).

I have had my meter read twice and have submitted further meter readings but still no bill. I have complained and my complaint was with an individual at NPowers 'Executive Complaints Team' which sounds impressive but seem to have been totally useless. They have apparently twice requested a 'manual bill' be raised but still nothing. A recent e-mail from them also said I should receive compensation for the inconvenience and that they would look to see if there was a cheaper tariff for me but, as with their billing, no compensation or details of a cheaper tariff have been sent to me.

I got the feeling they were trying to say my lack of a bill was actually my fault for having quote 'a non standard meter'. Well I am sorry but that was the meter that was there when I moved in to my house in 2009 and all was fine with it until this year when I just stopped receiving bills.

The last e-mail from 'Executive Complaints' said my complaint had been 'escalated' but no mention of whom it has been escalated to and I am not holding my breath about getting any further forward!

I am not sure whether or not to go to the regulator to be honest but I feel I will be just another NPower customer in a long line. Even if the regulator does fine NPower, it is us the customers who pay the fine in the long run.

The worst thing is that I am stuck with these idiots at NPower. It's just plain stupid that I have to beg and plead just for a bill. I am sure if I cannot pay when it eventually arrives they won't give me over 8 months to pay!!

Peter

Sounds frustrating!

I just don't understand why they can't fix their system?!

moth72

Gross incompetence and cost cutting = Npower

Catssquirrel

Dropped these cowboys in 2005, loads of trouble switching with their deliberate stalls.

reeac

Iainmaclean1965 wrote: »

Is it just me or are others experiencing really poor service. No bill since June and £840 credit sitting which I cannot get refunded. 2 online posts, 2 telephone calls and one formal complaint later I am still no further forward. So is it just me or are npower just rubbish ?!!

I used to be an nPower customer and found them to be OK until we had PV panels installed in early 2011 whereupon I found that their relevant department was hopeless. They required meter readings from me by specific dates and I would send them but never had any communications back nor could I contact them by phone. Their first payment included no explanation of how they had arrived at the figure as in a conventional electricity bill.
The good news is that eventually they got themselves organised and the PV/FIT side works well now but I've switched to OVO as my supplier.

Farway

StinkerPinker wrote: »

Gulp! And I'm in the process of switching from BG to nPower. Never occurred to me that this kind of incompetence would be demonstrated. Oh well. Too late to back out now. Maybe I'll get lucky!

I think I am in same boat, just signed up fro price fix elect until 2015. I will wait & see

Mr_K

NPower have always had a rotten reputation. They' re the one company I wouldn't touch, whatever their price, because of customer feedback.

johnbhoy10

Mr_K wrote: »

NPower have always had a rotten reputation. They' re the one company I wouldn't touch, whatever their price, because of customer feedback.

Does anyone actually have a good word to say about these jokers. We had a terrible time with them circa 2005 too and it doesn't sound as if they've got any better. They ended up paying us a credit of £50 odd (maybe not even that much) for the grief. That was back in the day when cashback was good and you could jump ship regularly without the sneeky tie-ins they've all got now. Good luck to anyone that hits a problem with this lot you'll need it!

Mr_K

They did sponsor Test Match cricket for a while, but that's about only thing positive. Made a mess of the outfield too, with their gaudy advertising....