Npower - Complaint to CEO - Who next? RESOLVED

mardycow

I switched to Npower last April (2014) I gave my opening readings, later checked online and shows no meter readings, entered them online - got error message. tried again, no joy, A few weeks on and was asked for meter readings, Tried online but still shows no readings, Rang them gave details.an advisor tried to enter all readings but told me there is a problem but he would sort it. We are now in August and I still have no readings showing, luckily I set up direct debit so my payments are being taken. I was told by another advisor to raise a complaint which she told me she would do, Until this is resolved I cannot move elswhere or obtain my credit refund from previous provider. Thankfully i kept my FIT payments with Scottish Power!

chanz4

Hengus wrote: »

With respect, what do you mean? What due you 'know as a fact' and what will they take before?

The OP has already raised a complaint (12 Aug) so the process should be ongoing. Under OFGEM rules, the complainant - given what has gone on before - has a right to ask for the complaint to be deadlocked on the basis that NPower has been asked the question many times before and has not been given a satisfactory answer (or any answer for that matter). 'Deadlocking' means that the complainant can immediately refer the matter to the Ombudsman for adjudication.

http://www.consumerfocus.org.uk/get-advice/energy/energy-ombudsman

working in the industry for 12 years...

[Deleted User]

Update -

Nobody from the Chairman/Director/High level complaints acknowledged my email let alone replied.

The two entries on my credit record have been amended as promised but it now states I owe £3 for some bizarre reason.

More phone calls made (names, times recorded of course) and more failed promises.

Update 2 -

I called again and this time when I entered my account details the automated script changed and directed me to "High level complaints". They confirmed they'd intercepted my email to the chairman, despite the lack of any acknowledgement, and I've now got a little more faith of getting somewhere. Time will tell.

[Deleted User]

Dear Mr Griffiths

You recently wrote to npower’s CEO Paul Massara in relation to your query. As a member of the Executive Complaints Team, this has been passed to me to investigate and respond on their behalf. After completing a review of the issues you have raised, please find below a response to these points.

I am very sorry for the issues you have raised and for the poor service you have received to date and for not receiving the call backs as promised.

As advised in our call today I have locked the complaint to myself and I have contacted our Consumer Disputes Team in relation to your credit report and I am waiting for a response from them.

My contact details are below and my office hours are Monday to Friday 10:00am to 18:00pm, you have my assurance that I will contact you tomorrow 22 August 2014 between 5 and 6 as promised.

Regards
David

It's now 6:10pm. Do you think he called?

[Deleted User]

Message sent to @npowerhelp on Twitter and emails sent to executive complaints and helpandsupport.

Forms have arrived from the Obudsman service and a researcher from Watchdog is calling me on Tuesday evening.

I suggest Npower pull their finger out.

lizzie157

Hi

I'm in dispute with Scottish power and like you fell like I'm banging my head against a brick wall. Have contacted ombudsman they reached a resolution which I agreed to but Scottish power then took a DD from my bank, even though I'd cancelled the DD on the account without notifying me. I have had that refunded but now although I've contacted ombudsman and scottish power I've heard nothing. SP don't reply to emails, it's a nightmare on the phone, waiting ages then being cut off. Seems watchdog might be an option for me too. All this because I changed my mind well within the cooling off period and they ignored my instruction and they say switching is easy!

[Deleted User]

MABLE wrote: »

Why not just send an email to the N Power rep on this site.

I have done. No acknowledgement and/or reply.

[Deleted User]

Resolved fully thanks to David in "Executive complaints".

chanz4

they are just a complaints team, executive complaints is just a name. p.s the ceo email isnt even npower lol

undaunted

chanz4 wrote: »

they are just a complaints team, executive complaints is just a name. p.s the ceo email isnt even npower lol

Indeed. Having seen some of the letters some of these so called "executives" have written I reckon some of them are far from senior level staff. Writing to the C.E.O. just gets passed back to them as routine. So much for the promises made to improve on C4 programme