Npower complaint..... I need advise please

PatelK

Hi

I have been with Npower since Jan this year from when i purchased my new flat, i have never had problems with energy providers before but for some reason Npower seem to be taking up so much of my time in call time and is causing me a huge amount of stress. I have had two missed appointments by Npower to which i was offered compensation of 22 pounds per missed appointment and also i have called npower at least 15 times to only be passed from one person to the next. My problem is that my account has been put on hold, while npower still take out my direct debit of 40 pounds a month, and this is a result of cross metering where noower have the incorrect meter assigned to my flat. After a number of calls being told they cant resolve this till someone comes to visit to check this, these appointments were both missed, it was finally assigned to the complaints department who reassured me on the 31st may that my complaint would be resolved and it would be easily resolved as they just need to assign the correct meter after checking this through central electrics, to my flat. Almost a month down the line, i call them to ask what is happening to my account, and i was told its being looked into and they cannot escalate the matter or give me a time frame to how soon it can be resolved. I should have been due my bill in mid June, to which they said they could draw me up an bill, but when i corrected them to say but how can they do this on the wrong meter, they said 'oh yes' we cant and continued to say they would get back to me. Spoke with a team manager who also sold me the same old story, and when i have explained i have no choice but to go to the ombudsman, i was told this would be noted down. Im absolutely disgusted with their service and cannot believe how they operate, extremely poor service. What i wanted to ask, is does anyone know how i could either escalate the matter further to get my issue resolved? I keep being told i cant switch provider as my account is on hold and the matter is being investigated and i should call back in 28 days to see their progress. Im at a point where i have no choice but to switch providers, but keep being told i cant until npower sort my issue which has now dragged on for a total of 5 months. Hope anyone can please help me. Thank you.

Cornucopia

You could try contacting nPower's CEO. That's something that often works.

If you have worked out the issue with your meters to your own satisfaction, and you have access to them, you could start to track meter readings. This may help you check that any resolution nPower proposes is not detrimental.

Other than that, I wouldn't try changing suppliers - that will just complicate things. You have my sympathy - having problems with nPower & Scottish Power myself.

On the plus side, the longer it goes on, the more chance of some of the bill being written off.

[Deleted User]

None of this stuff would happen if the flat dwellers would sort out their own meters from day one. This is always happening in multi meter cupboards with maybe 20 meters with plot numbers and other irrelevent numbers attached to the meters. I take it you have done the "kettle " test and worked out exactly which is your meter, and a similar test for the gas meter. You can t rely on the supplier sorting out the mess of all these meters

chanz4

property convertions are a pain in the butt, if the people did them fully above board this issue wouldn't happen so often. Op I wouldn't advice changing as this will lengthen the issue

Biscuit_Tin

PatelK wrote: »

Hi

I have been with Npower since Jan this year from when i purchased my new flat, i have never had problems with energy providers before but for some reason Npower seem to be taking up so much of my time in call time and is causing me a huge amount of stress. I have had two missed appointments by Npower to which i was offered compensation of 22 pounds per missed appointment and also i have called npower at least 15 times to only be passed from one person to the next. My problem is that my account has been put on hold, while npower still take out my direct debit of 40 pounds a month, and this is a result of cross metering where noower have the incorrect meter assigned to my flat. After a number of calls being told they cant resolve this till someone comes to visit to check this, these appointments were both missed, it was finally assigned to the complaints department who reassured me on the 31st may that my complaint would be resolved and it would be easily resolved as they just need to assign the correct meter after checking this through central electrics, to my flat. Almost a month down the line, i call them to ask what is happening to my account, and i was told its being looked into and they cannot escalate the matter or give me a time frame to how soon it can be resolved. I should have been due my bill in mid June, to which they said they could draw me up an bill, but when i corrected them to say but how can they do this on the wrong meter, they said 'oh yes' we cant and continued to say they would get back to me. Spoke with a team manager who also sold me the same old story, and when i have explained i have no choice but to go to the ombudsman, i was told this would be noted down. Im absolutely disgusted with their service and cannot believe how they operate, extremely poor service. What i wanted to ask, is does anyone know how i could either escalate the matter further to get my issue resolved? I keep being told i cant switch provider as my account is on hold and the matter is being investigated and i should call back in 28 days to see their progress. Im at a point where i have no choice but to switch providers, but keep being told i cant until npower sort my issue which has now dragged on for a total of 5 months. Hope anyone can please help me. Thank you.

The supplier has up to 8 weeks to resolve the issue since you first complained. After that you can go to the ombudsman if necessary.

As you are presumably still using the energy, it seems only right the supplier maintains the 'status quo' of collecting your monthly DD payment whilst this is investigated and resolved.

Or you could ask to pay on receipt of bill, but that will probably end up costing you more in the long run as paying monthly by DD usually is the cheapest option