npower ongoing issues

squigglebit

To cut a long story right, npower took over a year to provide a correct bill.

Needless to say it was huge and I couldn't pay in one go.

I submitted a formal complaint - never received a response.

Spoke to an advisor on phone about a payment plan, was never called back.

Bill is now less than half the original amount but npower now demanding full payment or court action. (Correct bill only came February)

Have complained to financial ombudsman and energy ombudsman.

How should I proceed with npower? I seem tobe banging my head against a brick wall with them.

Complaint has been going on side September 2013!!

tibawo

I think it is not just you they are driving round the twist. They sent me a bill via email and gave me less than 24 hours to pay it. Three days later I receive a reminder that I've still not paid!

I am not a legal expert but I would keep copies of your letters and proof of postage. There used to be an n power rep on here so they might see your thread and be able to advise.

chanz4

Have you paid anything since feb, as we are now in June. You need to take into account the energy ombudsman can not get involved with commercial decisions (e.g payment plans) as their remit does not allow.

squigglebit

chanz4 wrote: »

Have you paid anything since feb, as we are now in June. You need to take into account the energy ombudsman can not get involved with commercial decisions (e.g payment plans) as their remit does not allow.

Yes, the bill is now around 1/3 of the original amount.

Spiney1

I have been with Npower only 8 months and what a shocking company they are. I have had enough and switching away from them- NEVER TO GO BACK !!!

jazzy

Spiney1 wrote: »

I have been with Npower only 8 months and what a shocking company they are. I have had enough and switching away from them- NEVER TO GO BACK !!!

Same here..an unbelievably bad company to deal with.

squigglebit

Interestingly just read a goodhousekeeping article and npower are the most complained about company!!

FLAPJACK

Having read many things on this site about Np I thought I was lucky that I had had no problems with them....thought too soon!!

My electric tariff came to an end and I was put on the standard one, I decided to opt for the tariff that runs until April 16....filled in the details online...had an email saying I had changed tariff and details would be sent in due course..(email or post it didn't say).

After a day or so i looked at the account online to find I had been put on to the tariff that runs until Sept 16...I called and pointed out that I wanted the April 16 tariff. I was told it would be put in the hands of the "back office".

On Friday last I saw that I was back on the standard tariff...I thought well maybe you have to go onto that so they can change tariff.

Looked this morning I and on the April 16 tariff...but it says it ends on 4/06/14!! and I see that it says "This account is closed".....Next bill date:Closed D/D 0.00....but account in 73.86 in credit.

Called them to be told "I have never seen this before...the tariff should have switched from one to the other".....the "back office has been informed again" I was told it could take 40 days from today (4/8/14) before the account is re-opened!!!!

I have looked at the account details and all the meter readings have gone....although the old bills are still there as is the record of D/D payments.

Having looked at my bank account I see that the D/D is still set up....I was told on the phone I could make card payments until things are up and running.
So I take it that in order to avoid a huge bill at some stage I keep paying the D/D....or will the payment be taken but not put on my account as it is "closed"...Do I cancel the D/D on the bank website and with hold payments until it's sorted, I feel that if tomorrow I see the D/D has been cancelled on the bank website and I pay by card the payment still may not reach the Np account.

Your thoughts please!!!

Cheers

Ps Also am I right in saying that although the account is closed I will be billed at the tariff I wanted in the first place?

General_query

Switched from E-ON to npower last April, and was accepted as an npower customer on 8th June 2013.

I indicated I wanted to pay £20 a month by Direct Debit, and gave E-ON my last meter reading and also the same figure to npower.

Never had a correct bill to date. I asked for a copy of their terms and conditions upon switching so I knew what tariff I was on, never got it.

For the first two months, they only took £5 a month D/D which of course lead to me owing them money, they finally put it up to the £20 pm I wanted.

Then they insisted I have a NEW electric meter installed, and someone came to fit it, they left me a card with the old meter reading on and the new one, so npower could start billing me using the new meter's reading.

They are still billing me for the OLD meter which they insisted I have replaced :mad: :mad: :mad:

Complained loads of times, got a £20 High Street voucher for the delay in looking at my complaint, but still not resolved.

Now they are badgering me for a new meter reading as my new bill is due in the next 10 days, try online and get a warning about an abnormally high meter reading and unusual usage.

Thats because of the old meter being removed and the new one with a higher starting read being put in installed.

Totally clueless and so frustrating. I just want to leave.

MrsAtobe

I'd love to leave nPower as well, we moved house in March 2013, and not only did they mess up the move, and it took ages to get a final bill on our old property, they also don't seem to be capable of registering the meter at the new house.

They also keep writing to me at the old address. You couldn't make it up.

Eddy2014

I lodged a complaint after my account was closed down and new one set up without informing me which resulted in me receiving 2 sets of bills I also was held on on the phone for 50mins despite being advised max time was 14 mins. I received a letter asking me to contact them within 10 days or the complaint would be closed. I contacted them but was advised their was no action they could take so they closed the complaint. The adviser refused to put me through to a supervisor or pass it on to anyone else he just repeated complaint closed. I have now contacted ofgem and will look at another provider. I suspect by refusing to acknowledge complaints they hope to keep their negative stats down.

Be aware of NPower if things go wrong.
Eddy