Npower customer service

DragonQ

Called nPower today to check on my application. Took three phone calls because the first two times the phone got cut off after ~5 minutes of waiting (fortunately it's a freephone number). Then got told that my application was received but halted because they didn't have my meter serial. Apparently a letter was sent requesting this the day after my application was submitted but I haven't received it yet.

I told them my meter serial over the phone and they updated the application. I was also told that the 14 day cooling off period only starts now, rather than when I first submitted the application, which is great for me since my current, cheaper fix still has 2 months left. I also set my preferred contact method to email to avoid their snail-pace letters.

spaceboy

No bill for over a year here...

ally18

You just have to laugh and bear it now, I do.

I left them in July after having loads of account problems. The complaints team know I have left but still have not had my final bill despite numerous attempts to get it, they just don't want my money, which I am very happy with.

But they still want to keep reading my meter and I won't let them.

Best thing to do is keep all paperwork, keep details of attempted and made calls AND, THIS IS IMPORTANT, put the money aside to pay for when they do sort themselves out finally.

You can be sure they will make every attempt to get the money from customers and we won't have a leg to stand on, even though our received service may have been total pants!

Dawnyann34

They just took £50 more out of my direct debit for the last two months without so much as sending me a single letter to pre-warn me. So now we're £200 odd quid overdrawn in our bills account, when I rang yesterday to ask what was going on it took me over 20 mins of being held in a queue, to then be cut off and start all over again. When I finally DID get to speak to some retared robot at the call ctr, he told me that its gone up because they don't set your DD acount up so its the same all year round, (in credit all summer, to cover winter etc) so they've put it up from £134 to £190 a month and thats BEFORE this approx 9% increase malarky so god help us!

He said oh but you'll pay less over the summer, probably £105 a month which is fair enough but whacking families that are already struggling in this economic time with more than £50 extra per month right on top of CHRISTMAS is taking the p**s.

Hence my thread about how to change supplier but I know absolutley NOTHING about it & no idea what im doing or where to start!!

joncombe

ally18 wrote: »

You just have to laugh and bear it now, I do.

I left them in July after having loads of account problems. The complaints team know I have left but still have not had my final bill despite numerous attempts to get it, they just don't want my money, which I am very happy with.

I left in April. Still waiting for a correct final bill! I had to involve the ombudsman who upheld my complaint, so now waiting to see if Npower comply with the ruling.

spaceboy

You have to wonder what the hell the ombudsman does for its money. They dont seem to be clamping down of this sort of poor service from Npower.

snoman

I'm in the process of switching to nPower, from Atlantic and the above posts are not very comforting. Not sure what to make of the comments re "Customer Services" as in all the years I have been with Atlantic, not once have I found it necessary to contact customer services. They just kept putting their charges up, along with my DD payments and I regularly checked switching sites to see if I could do better, but I couldn't, until now, when nPower offered me a better deal (on gas only). So, the current deal with nPower means that my fuel costs and monthly DDs will be fixed at a lower figure than I was paying Atlantic before they announced their recent price hike, until April 2015. Why would I need to worry about contacting nPower before then? Unless, of course, other firms magically reduce their prices and/or my consumption significantly reduces over that period.

spaceboy

snoman wrote: »

I'm in the process of switching to nPower, from Atlantic and the above posts are not very comforting. Not sure what to make of the comments re "Customer Services" as in all the years I have been with Atlantic, not once have I found it necessary to contact customer services. They just kept putting their charges up, along with my DD payments and I regularly checked switching sites to see if I could do better, but I couldn't, until now, when nPower offered me a better deal (on gas only). So, the current deal with nPower means that my fuel costs and monthly DDs will be fixed at a lower figure than I was paying Atlantic before they announced their recent price hike, until April 2015. Why would I need to worry about contacting nPower before then? Unless, of course, other firms magically reduce their prices and/or my consumption significantly reduces over that period.

Well if you dont get a bill for over a year you start wondering if the amount they are taking by direct debit each month is realistic. Any if it isnt should you be getting any extra refunded? And when?

Nada666

spaceboy wrote: »

Well if you dont get a bill for over a year you start wondering if the amount they are taking by direct debit each month is realistic. Any if it isnt should you be getting any extra refunded? And when?

Why would you be wondering? It takes one minute to work it out. You should know as a matter of course how much you have used and how much it costs. You also know how much you have paid.

nPower

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 ?!!

Hi Iainmaclean1965,

We'll need to bring your account up to date to determine if you are due a refund. If you can send your details to me using the email in my profile page, I'll find out what's happening with your bill and arrange a refund if you have any credit remaining. .

Thanks

Leigh