npower billing issues

nickem

I've been with Npower for 7 months on a fixed duel fuel contract and am very disappointed with their service, I joined in July 2013 and haven't yet received a single bill and according to their website I won't be billed until June this year. I raised an official complaint with Npower and received duplicate letters with a response that my issues will soon be resolved rather than any answers to my many questions!! I have no idea if the credit I have built up will cover the bill in June. I'm not sure what to do now as I want to jump ship but the prices have seem to have increased substantially over the past 7 months, should I move and hope for a better service but pay more or stick with the poor service and hopefully pay less and bail out after my fixed period ends? I've now contacted ofgem to see what can be done, but don't expect a quick answer as they are dealing with thousands of complaints. I'm not surprised that Npower have 42% of complaints from the big 6, Npower are a disgrace. Is anyone!in the same position!as me and do I have any rights to claim for money if after 11 months the billed amount is higher than the amount set up by Npower, which was based on the readings I submitted? I can't believe that in this day and age that a supplier like Npower are allowed to make these mistakes, I understand that companies can’t always get things right first time!but (in my opinion) Npower seem to make mistakes at every stage.

This is what has gone wrong in 7 months: -

No welcome pack, failure to switch over gas supply on a duel fuel tariff, no bills for 11 months, incorrect account information, duplicate letters, long waiting times on phone, incorrect meter inspection dates and so on... How can so many things go wrong in such a small space of time?

nickem

After posting on this website and twitter I have received my bill, as predicted its 20% higher than expected based on the direct debit set by Npower, so unless this figure is amended I will be switching suppliers ASAP

Note:
there's still no response regarding my official complaint.

I will post there official response as soon as I receive it.

johnkmac

I seem to be having an identical problem with nPower at the minute.

I switched from Scottish Hydro on the first of August last year. Everything went fine from the Hydro's side, they accepted my closing meter readings, send me my final bill and i paid up.

nPower however have been utterly woeful, truly the worst level of customer service ive ever experienced.

I have been paying by direct debit for the last near 7 months and have been monitoring my useage and have worked out im over paying by around £25 a month. Unfortunately my online accoutn with nPower still wont allow me to submit meter readings and nor will thei app. When i phone the automated phone line i cant either.

On my account it now states i wont receive a bill until the end of July, a full calender year which to my mind is entirely unacceptable.

Ive sent numerous complaint requests on their website but have yet to hear anything back other than a stock reply.

Ive also spent literally hours on hold to their call centres trying to resolve the problem only when I finally have got through ive been fobbed off with "oh yes its in hand it will be sorted shortly" but then when i try and probe them for a date they wont offer anything.

I then requested to lower my direct debit amount so i wont built up a huge pile of credit but after over a month of submitting this request im yet to hear anything.