Naughty npower

JTLatics

Had to share this although, sadly, it may not surprise too many people.

We switched to npower last August. The electricity went through but the gas, inexplicably, didn't. It took until April this year for the gas the finally go through! That meant we didn't avoid a price hike from British Gas that was the reason why we switched.

We pursued a refund from npower for the excess amount that we paid during the period we should have been with them.

Various lost emails and unrecorded phone calls later....

One fella then says 'work it out yourself' and email us. We did.

Sure enough, next call - no record of the email, or the call.

Next call - the lady does the sums for us based on us (after a brief holding of the line), giving her the metre readings, but the sum she had calculated that we paid to British Gas was much lower than I had calculated. I asked her to go through it slowly, but she was, in a friendly way, confident that the sums were correct - but what made me suspicious was that they added on a '£30 for your trouble' payment on top.

I then emailed British Gas and asked them how much we paid them for our gas during the period and gave them the same metre readings. To be fair, it does seem their customer service has improved. They replied within a day or two and gave us the figure - £100 more than what npower said.

Contacted npower the next day. No problem, just added the extra money, no questions asked.....

So I think it's pretty clear that the woman (and her boss) knew they were doing the sums wrong and it was a deliberate ploy, shoving in the 'for your hassle' 'extra' payment as a smokescreen.

Simply, I am stunned by how disgusting that behaviour is. Imagine how people they do it to and rip off...!

Anyway, switched today!

MoneyMate

We changed Gas & Electric Last year, No Problems.

GingerBob_3

MoneyMate wrote: »

We changed Gas & Electric Last year, No Problems.

Don't you mean no problems yet?

I wonder how long this appalling situation with nPower is going to last? The regulator obviously doesn't care, nor does the government. The only sanction is for their customers to move from them. Anyone got up a Facebook page of complaints or a Downing Street petition to get them to lose their licence?

MoneyMate

Agreed they are a bit strange BUT to date they are working out ok plus I can change without penalties at any time.
Their customer internet reply is very slow, but the prices are locked and I can change when required FREE. :money:

nPower

JTLatics wrote: »

Had to share this although, sadly, it may not surprise too many people.

We switched to npower last August. The electricity went through but the gas, inexplicably, didn't. It took until April this year for the gas the finally go through! That meant we didn't avoid a price hike from British Gas that was the reason why we switched.

We pursued a refund from npower for the excess amount that we paid during the period we should have been with them.

Various lost emails and unrecorded phone calls later....

One fella then says 'work it out yourself' and email us. We did.

Sure enough, next call - no record of the email, or the call.

Next call - the lady does the sums for us based on us (after a brief holding of the line), giving her the metre readings, but the sum she had calculated that we paid to British Gas was much lower than I had calculated. I asked her to go through it slowly, but she was, in a friendly way, confident that the sums were correct - but what made me suspicious was that they added on a '£30 for your trouble' payment on top.

I then emailed British Gas and asked them how much we paid them for our gas during the period and gave them the same metre readings. To be fair, it does seem their customer service has improved. They replied within a day or two and gave us the figure - £100 more than what npower said.

Contacted npower the next day. No problem, just added the extra money, no questions asked.....

So I think it's pretty clear that the woman (and her boss) knew they were doing the sums wrong and it was a deliberate ploy, shoving in the 'for your hassle' 'extra' payment as a smokescreen.

Simply, I am stunned by how disgusting that behaviour is. Imagine how people they do it to and rip off...!

Anyway, switched today!

Hi JTLatics

Thanks for your post.

I'm sorry you experienced issues changing supplier, especially with the billing calculations from us, though I'm glad you eventually got this sorted. For future reference, when a change of supply is delayed due to a supplier error (in this case ours), forward a copy of the final bills from your previous supplier, ensuring these show the meter readings, dates, standing charge (if any) and unit prices on via email - the general queries address is helpline@npower.com. This way we can see what you have paid and can calculate the difference between the two companies and reimburse you, to make sure you're not financially disadvantaged as a result.

If you have any other concerns, please get in touch with us using the details on our profile.

Thanks

Jess

TickersPlaysPop

Not surprised in the slightest. All the big companies operate in this way. Inc Virgin media who I hasten to add are nothing to do with Richard Branson any more.

Getting the best price is a game and if we can share our successes on here we can win.

I got the best price with virgin media I.e. A deal with no instalation by making 3 separate calls, the penultimate one made sure I said I had a new born child and need to control costs, also said I would shop around and would leave virgin if I found better deal.

Last call they waived the install fee of £50 without me even asking for it.