NPower - disgraceful service

Molly8789

I switched to NPower 9 months ago and gave them all my financial information to set up the relevant DDs for gas and electricity
I heard nothing from them and assumed all was ok as I was sending them meter readings when requested to do so on line. I recently had to to contact them and from that conversation was aware that a debt of nearly £1,500 was on my account!
Totally distressed, I phoned them and they had not set up the DDs and had not contacted me regarding my debt.
The service I have received from them has been disgraceful - from not writing notes on my account from a 40 min telephone conversation to an advisor in the complaints department being SO rude and uncaring.....I am speechless!
I wrote a detailed e-mail to them and received back a generic letter asking me to phone them to the general comlaints dept and also stated that if I did not contact them within 15 days they would close the complaint....even though I had told them in my e-mail I was out of the country for the next 10 days!
Again, I phoned them and had to explain everything again, for the fourth time...with no result.
The service has been the worst I have ever experienced.....
I am still waiting for someone to contact me.
My advice would be to NEVER transfer to NPower
Thanks
Molly8789

MoneyMate

Have been with npower since August 2013, not the best response to problems BUT getting better.
At least I can leave with no penalties , prices frozen till sept 2016.

sinizterguy

First they didn't bill me for 10 months.

Then they sent me a 6000 pound bill.

Then when I moved out, I called twice each call taken about an hour to ensure they had my meter readings. They then sent me an inflated estimated final bill.

One further hour on the phone and they managed to send me a bill with the right readings. For almost half the value of the estimated bill.

Then on the same day, later on, someone called from their feedback team. I told them the above, etc. He said that they are looking into the feedback given seriously.

I hope they do.

naedanger

Molly8789 wrote: »

I switched to NPower 9 months ago and gave them all my financial information to set up the relevant DDs for gas and electricity
I heard nothing from them and assumed all was ok as I was sending them meter readings when requested to do so on line. I recently had to to contact them and from that conversation was aware that a debt of nearly £1,500 was on my account!
Totally distressed, I phoned them and they had not set up the DDs and had not contacted me regarding my debt.
The service I have received from them has been disgraceful - from not writing notes on my account from a 40 min telephone conversation to an advisor in the complaints department being SO rude and uncaring.....I am speechless!
I wrote a detailed e-mail to them and received back a generic letter asking me to phone them to the general comlaints dept and also stated that if I did not contact them within 15 days they would close the complaint....even though I had told them in my e-mail I was out of the country for the next 10 days!
Again, I phoned them and had to explain everything again, for the fourth time...with no result.
The service has been the worst I have ever experienced.....
I am still waiting for someone to contact me.
My advice would be to NEVER transfer to NPower
Thanks
Molly8789

I completely agree. The above seems very familiar to me.

Personally I would insist on writing because npower keep changing their story. Having what is said in writing means you have evidence.

If you do decide to write in your next email state that if they do not respond in writing can they confirm in writing that this is their final position so you can take your complaint to the Ombudsman. That is what I had to do. If they don't even respond to that and insist they will close your complaint if you don't phone them then I would speak to the Ombudsman directly. They must recognise when normal service breaks down there are advantages in writing.

There is an npower rep who posts on this forum. They might offer to help but they don't answer general points in the thread e.g. is it acceptable for npower to refuse to respond to complaints in writing?

nPower

Molly8789 wrote: »

I switched to NPower 9 months ago and gave them all my financial information to set up the relevant DDs for gas and electricity
I heard nothing from them and assumed all was ok as I was sending them meter readings when requested to do so on line. I recently had to to contact them and from that conversation was aware that a debt of nearly £1,500 was on my account!
Totally distressed, I phoned them and they had not set up the DDs and had not contacted me regarding my debt.
The service I have received from them has been disgraceful - from not writing notes on my account from a 40 min telephone conversation to an advisor in the complaints department being SO rude and uncaring.....I am speechless!
I wrote a detailed e-mail to them and received back a generic letter asking me to phone them to the general comlaints dept and also stated that if I did not contact them within 15 days they would close the complaint....even though I had told them in my e-mail I was out of the country for the next 10 days!
Again, I phoned them and had to explain everything again, for the fourth time...with no result.
The service has been the worst I have ever experienced.....
I am still waiting for someone to contact me.
My advice would be to NEVER transfer to NPower
Thanks
Molly8789

Hi Molly8789,

I'm sorry to hear of the experience you've had since transferring to us and I'd like to help put this right for you.

To help me take a closer look into your account can you please drop me an email using the address from my profile with your details?

Thanks

Leigh

naedanger

nPower_company_representative wrote: »

Hi Molly8789,

I'm sorry to hear of the experience you've had since transferring to us and I'd like to help put this right for you.

To help me take a closer look into your account can you please drop me an email using the address from my profile with your details?

Thanks

Leigh

Question for you npower rep: The original poster said "I wrote a detailed e-mail to them and received back a generic letter asking me to phone them to the general complaints dept and also stated that if I did not contact them within 15 days they would close the complaint."

Is it a standard npower practice to respond to someone who has sent a written complaint saying you will close the complaint if they don't phone?

frank777

I was with NPower back in 2012, received a cheque for £0.28 recently Banked it and logged into my closed account - it was showing as £0.28 owing. I had complained to NPower in the past so reopened my complaint and received a credit for £25.28. A cheque is on the way for £25.00 another Ex Gratia payment. Always email your complaints and insist on an email response and keep a record. l've had £75.00 :beer: by way of Ex Gratia payments from NPower and maybe more to come? Log into your old accounts and check your account status, and always leave an audit trail with complaints, it pays :wall:.