NPower: Vent & a warning

somethingcorporate

After buying a new-build property unfortunately we inherited the end of the business contract with NPower from the developers we purchased from. They sent us an estimated final bill that was way too high so when I transferred to my new supplier (EDF) they sent through a closing balance to NPower. Unfortunately EDF managed to transpose a couple of digits giving a completely incorrect closing reading (31021 rather than 13921 as an example).

I have corrected this with EDF who have sent 3 D300 flows (the lingo for notice of final reading) to NPower, the earliest at the end of October and the most recent in December. NPower have acknowledged receiving them but for some reason are unable or unwilling to apply this to our final bill so we can get it closed down. Instead they keep sending us notices of disconnection for the old amount. Despite weekly (or more often) calls for the last 3 months our "account manager" has literally never been in the office, ignores all the "urgent" emails from the people we speak to, voicemails, post-its attached to his computer and I have never been able to speak to him.

I have sent a complaint to the complaints email and it has been ignored for 10 days, not even an acknowledgement and so have escalated it up to executive complaints but again no response (although it has only been a couple of days).

They are the most ignorant, useless bunch of morons I have ever had the misfortune to do business with. I would not wish such a poor customer experience on my worst enemy. If you like poor customer service, pick NPower, you won't regret it. :mad:

To be honest, I am quite enjoying calling them up to have a go. I'll miss it when they finally do manage to sort it although I am sure they will drag it on for a few more months.

peter_the_piper

Gosh, I wish I had read this before joining in Npower Sept, 2012 .They have only just got the gas right, I've had about 15 electric bills and credits and this is just now come right. The only saving grace is its cheaper than most(I'll be rechecking at the contract end for sure). Their web site is a joke, it shows the total invoices between periods but does not show any outstanding etc plus you have to email meter readings each month and even then they don't get it right. Last one showed 1 meter as using a certain level of gas used when the gas read was actually the same as the last 1.

somethingcorporate

peter_the_piper wrote: »

Gosh, I wish I had read this before joining in Npower Sept, 2012 .They have only just got the gas right, I've had about 15 electric bills and credits and this is just now come right. The only saving grace is its cheaper than most(I'll be rechecking at the contract end for sure). Their web site is a joke, it shows the total invoices between periods but does not show any outstanding etc plus you have to email meter readings each month and even then they don't get it right. Last one showed 1 meter as using a certain level of gas used when the gas read was actually the same as the last 1.

:rotfl:

They really are a shocking outfit!

dawyldthing

and every 3 months they get you changing the direct debit. I don't want it lowered i want it to stay the same!

MrsAtobe

We still don't have the final bill from a property we moved out ofat the beginning of March 2013, as soon as nPower sort it out I'm off to a different supplier!

nPower

somethingcorporate wrote: »

After buying a new-build property unfortunately we inherited the end of the business contract with NPower from the developers we purchased from. They sent us an estimated final bill that was way too high so when I transferred to my new supplier (EDF) they sent through a closing balance to NPower. Unfortunately EDF managed to transpose a couple of digits giving a completely incorrect closing reading (31021 rather than 13921 as an example).

I have corrected this with EDF who have sent 3 D300 flows (the lingo for notice of final reading) to NPower, the earliest at the end of October and the most recent in December. NPower have acknowledged receiving them but for some reason are unable or unwilling to apply this to our final bill so we can get it closed down. Instead they keep sending us notices of disconnection for the old amount. Despite weekly (or more often) calls for the last 3 months our "account manager" has literally never been in the office, ignores all the "urgent" emails from the people we speak to, voicemails, post-its attached to his computer and I have never been able to speak to him.

I have sent a complaint to the complaints email and it has been ignored for 10 days, not even an acknowledgement and so have escalated it up to executive complaints but again no response (although it has only been a couple of days).

They are the most ignorant, useless bunch of morons I have ever had the misfortune to do business with. I would not wish such a poor customer experience on my worst enemy. If you like poor customer service, pick NPower, you won't regret it. :mad:

To be honest, I am quite enjoying calling them up to have a go. I'll miss it when they finally do manage to sort it although I am sure they will drag it on for a few more months.

Hello somethingcorporate,

Thank you for your post.

If you can send me all your details on an email to the address on my profile page, I can chase up your complaint and see what is happening with the reads.

Thanks

Carmel

spender717

Just a warning, we made a complaint in march 2013 and its STILL going on!!!! :eek:

Currently with Ofgem.

Will NEVER go with them ever again, can't wait to be able to cancel being with them once this complaint is FINALLY over!!! :mad: :mad: :mad:

somethingcorporate

Thanks Carmel but I've put in both normal and executive complaints and not heard a peep. To be honest, you want me to pay the bill and I'm sick of doing the running for you so I will wait for the wheels to turn and if they don't then your company can whistle for their money.