Is there no limit to how bad NPower can get?

GingerBob_3

naedanger wrote: »

Actually for once I agree with npower. Your son should complain in writing to npower and ultimately to the Ombudsman if he is not satisfied with npower's proposed solution.

Perhaps. But what sort of an answer is that from the call centre?

naedanger

GingerBob wrote: »

Perhaps. But what sort of an answer is that from the call centre?

The people in the call centres are probably exhausted by the whole fiasco and know they are unable to help customers (because of npower's chaotic systems) and so their only option is to tell customers to complain.

I agree it just shows what a state the company is in.

Moireach

Had to laugh when I read the title, they are a terribly run company. However in case it's useful to anybody, if all else fails then complain on Facebook. I had come to the end of a 2 and a half month complaint with Npower after being given a 1k bill after a year of silence (except to tell me my direct debit would not change 6 months in), and the final offer the complaints team gave me was £150 compenstion (there were lots of errors involved that I won't go into).

I refused the offer and complained on the facebook page and the customer service was fantastic, in stark contrast to the complaints team, and she eventually gave me £350 compensation. There was one point of contact and a feeling that one person was really paying attention to my complaint and systematically working through it.

Worth knowing if you're having trouble! I almost gave up after the £150 offer.

knickersinatwist

Ive been trying to get a correct bill from Npower since April 2013, have had 4 in the last couple of months £2k+ £4k+ £5k+ and £7k+ 32 phone calls made by ME! Never ever received a promised call back and STILL waiting for a correct bill to be sent out. I live in a small 2 bed cottage with my teenage daughter and yet they sent me a bill saying i had used 89,000 units in two months. This company are a joke. Make sure when you ring up and say you want to complain you get a complaint reference, otherwise they just log it as an expression of dissatisfaction (holding my sides while i laugh!!) they have 28 days to deal with an EofD and up to 56 days to deal with official complaint. However the lovely man at ombudsman has told me that as i asked for my situation to be dealt with as a complaint back in Jan 2014 Npower have to act NOW even though Ian at Npower insisted today that i could not ring the ombudsman yet and they wouldnt deal with my situation as "I HAD NOT WAITED LONG ENOUGH!!!" 18 months and 32 phone calls isnt long enough??? Useless, incompetent, deceitful, waste of space. Rant over!

RateTartExtraordinaire

Maybe I'm overly cautious, but in these days of telephone fishing I don't give out personal information on the phone randomnly.The lady called be at about 6.54pm. asked me to confirm who I was by asking personal information. I said,
"It's funny that you are asking me who I am, when you've rung me. I've no idea who you are! I want to speak to you", I said "but but can I call you back?"
"No. The office I work at it closed."
"oh!"
"Well can't you write to me?"
"But things are resolved more quickly on the phone! If you give me your phone number I'll send you a text with the phone number."
(steam escapes my ears at this point, but concious that my call is being recorded for training purposes...)
I want it dealt with in writing. It's complicated. I feel like the fast talking rude mannered woman just wanted to fob me off before the 8 weeks is up and I can take it to Ombudsman.

naedanger

RateTartExtraodinaire wrote: »

Maybe I'm overly cautious, but in these days of telephone fishing I don't give out personal information on the phone randomnly.The lady called be at about 6.54pm. asked me to confirm who I was by asking personal information. I said,
"It's funny that you are asking me who I am, when you've rung me. I've no idea who you are! I want to speak to you", I said "but but can I call you back?"
"No. The office I work at it closed."
"oh!"
"Well can't you write to me?"
"But things are resolved more quickly on the phone! If you give me your phone number I'll send you a text with the phone number."
(steam escapes my ears at this point, but concious that my call is being recorded for training purposes...)
I want it dealt with in writing. It's complicated. I feel like the fast talking rude mannered woman just wanted to fob me off before the 8 weeks is up and I can take it to Ombudsman.

You are definitely not too cautious. Insist on their response being in writing, otherwise you have no evidence of what is said.

I suspect your feelings on why they called now are correct.

RateTartExtraordinaire

I'm writing to the Energy Ombudsman. Fingers crossed.