ADVISE PLEASE - NPower

WHUSteve

Hi


Advise please on a problem Im having with NPower


I needed to reset my direct debit with NPower, so I rang them on June 4 and spoke to Paul. I gave him my meter readings and bank details, and he said the system was playing up, he wasn't sure if it had set me up and he'd ring the next day to confirm. He didn't ring.


On the 7th June I recd a letter saying NPower hadn't heard from me and if I don't arrange to pay my bill action could be taken. So I rang again, spoke to Louise who gave me £30 credit for the 'stress' and said she'll get them to ring me Monday. They didn't ring.


So I rang again on June 9th, this time got Chris. He also took my details - changed my tariff cos there was a better one - and had the same set-up problem with the system. He advised me, to wait til payment day, and if it didn't debit from my bank to make a manual payment of £80. That's what happened so that's what I did.


Because of that, I then went to my online account on July 8 to set it up. On July 9 I rece'd an email confirming my DD details, and that next payment would be Sept 1.


Just to make sure this had worked, I phoned again - this is the 4th call - and spoke to Linda, asking her to confirm if my DD was definitely set-up. She confirmed it was. My final question to her was "is there anything else I need to do?" She said "no".


Yesterday I receive a letter dated July 11 ( sent by them after all of this palaver ) from Buchanan, Clark & Wells saying NPower has tried to contact me about my account, and have passed it onto them AND added £10.50 admin charge to my account, and if they don't hear from me within 7 days they will get an external debt collection firm involved.


Its not like I haven't tried !! Help please

undaunted

They are hopeless! I suggest you write a letter of complaint rather than ring.

chanz4

raise a formal complaint, they have no brains

WHUSteve

It just gets better


The people in their customer service dept must be the most clueless out there


Regarding this issue I rang them again - this time the collections dept - woman took my details and said my electricity usage looked high, she'll pass me over to customer service. Remember I only wanted to sort out my bank details and DD


Went on hold, lady in CS picks up and says " I understand you want to query your electricity usage " ........... I NEVER MENTIONED IT, SHE DID !!


I still don't know if its sorted.......... Ive spoken to 7 different people now, and don't get a straight answer - or if I do, I then receive a letter conflicting it.


Getting a bonus in Sept - gonna pay them off and get out of there

Farway

I bay quarterly, by DD, on receipt of bill, now they tell me they cannot set up DD as I am in arrears, despite never had a bill and paying by debit card on receipt of the a "reminder"letter

I did try to phone, but a 20 minute wait projection was too long for me

I think the suggestion of real, postal letter, headed COMPLAINT is the way to go

Nada666

Farway wrote: »

I bay quarterly, by DD, on receipt of bill

Understandable. You are more likely to receive a helpful response from the Man in the Moon than from npower.