Npower nightmare

kevandkeira

I switched online to npower from British gas roughly 6 months ago, I never heard anything from them so assumed it hadn't gone ahead. 2 months later I realised I hadn't received my quarterly bill from British gas & gave them a call, they told me I no longer have an account with them, so I rang npower. The lady was very apologetic, she could see I hadn't been issued a welcome package/letter & would get one sent asap. I gave her my current metre reading, set up the recommended £35 monthly direct debit & was told I would be sent a bill straight away. I still haven't received this, they also haven't set up the direct debit (we'll no money has left my bank) a few days ago I received a letter saying "we're currently having some issues with billing your npower energy account which means we haven't been able to send your latest bill yet. We're really sorry about the delay And are working hard to resolve the issue as quickly as possible" & now today I've received a letter saying they need to change my metre!!
What a nightmare, due to these issues can I cancel & change back to British gas? There bills may have been higher but I never had any trouble with them.

MattinLondon

I had the same issue - took months for it to all happen (about 4 or 5 months). I have had nightmares ever since with huge bills, our direct debit increasing up to £167 (on a 1 bed flat) and now there's a £1,400 credit. I tried to change the direct debit date, which they didn't do and now they've even cancelled the direct debit altogether.

Every time I speak to someone they give me different information and it's getting very annoying! I've been waiting almost two months getting the information about this credit and if I really need £1,400 to be in credit when I'm getting billed quarterly. Confused.

Sidewalker

I have had terrible problems with npower constantly putting up my direct debit, then refusing to refund the money when I left.

Their head of customer service is called Pam Andrew pam.andrew@npower.com if you want to raise the matter with her directly.

Gloomendoom

I'm not with them any more but I had the opposite problem. They reduced the DD to a level that couldn't possibly cover our energy use.

I must owe them hundreds. If they ever get around to sending me a bill, I may find out.

kevandkeira

Thankyou for all the replies, does anyone know if it's possible to switch back. I really don't want them as my energy supplier, after seeing how incompetent they are.

nPower

kevandkeira wrote: »

I switched online to npower from British gas roughly 6 months ago, I never heard anything from them so assumed it hadn't gone ahead. 2 months later I realised I hadn't received my quarterly bill from British gas & gave them a call, they told me I no longer have an account with them, so I rang npower. The lady was very apologetic, she could see I hadn't been issued a welcome package/letter & would get one sent asap. I gave her my current metre reading, set up the recommended £35 monthly direct debit & was told I would be sent a bill straight away. I still haven't received this, they also haven't set up the direct debit (we'll no money has left my bank) a few days ago I received a letter saying "we're currently having some issues with billing your npower energy account which means we haven't been able to send your latest bill yet. We're really sorry about the delay And are working hard to resolve the issue as quickly as possible" & now today I've received a letter saying they need to change my metre!!
What a nightmare, due to these issues can I cancel & change back to British gas? There bills may have been higher but I never had any trouble with them.

Hello kevandkeira,

Thank you for your post.

If you can send me your account details on an email to the address on my profile page I will check what is happening with your bills and direct debit.

Thanks

Carmel

kevandkeira

Npower company representative I have only just seen your message & will message you straight away. I was just coming on to update this as I still haven't received a bill or welcome pack for that matter!!

macman

OP, you can switch any time you like, but if you are in a tariff with an ETC then a charge will be made.

andy5241

I left in March and am still waiting for my final bill and some of my £719 credit back.


I have now lodged a complaint with the ombudsman, hoping he can sort it out.


Never ever going back to Npower again.


Good luck
:mad: