Any had problems with NPower? Silly question?

DebbieDuckling

OMG ... where do I begin. My elderly parents moved at the end of June. I phoned through final meter readings on the day of the move and 10 days later my parents received a final bill of £1340.13, even after they'd been paying over £200 per month for gas & electricity. I called NPower who were very friendly and jokey and said that yes this was a mistake, an estimated bill had been sent out blah blah blah. I was told it would take up to six weeks to sort out and they assured me that the money would not be taken from their account. On 04 August the money was taken from my parents account. I called as soon as my parents received their bank statement and was told that it would take 3-5 working days to be refunded. Six working days later I called to ask where the money was but couldn't get through as NPower were only answering calls to those that did not have power as their computer system was "down". I called back the next day and although I got through to a "person", that person was unable to tell me when the money would be refunded as she couldn't call up my account details as the computer system "seemed to be down". I was abroad at the time so called three days later when I was back in the UK. Again, the person that answered the call was very apologetic but couldn't give me an answer there and then and promised to call me back with an answer before he left work that day. I DIDNT RECEIVE A CALL BACK. I called back two days later (school holidays restricted me from calling before). I refused to put the phone down until I had been told when my parents would receive their money back. The person who answered the call was unable to give me an answer, she was unable to put me through to anyone in authority so advised me to call the complaints department. I called the complaints department and the person who answered my call told me that I'd been given incorrect information, NPower do not refund money and that my parents should contact their bank and ask for a indemnity payment for the full amount. My elderley parents did this and received the money back into their account 48hrs later - HOWEVER ... since then ... NPower have sent me an email to request a meter reading for the new property (elderly parents were happy to stay with NPower before all this happened). I phoned them with the meter reading on Friday 5th Sep only to be told that this meter reading "didn't seem correct" and a lock would be put on the account and we would hear from them within 4 weeks. She couldn't give me a reason as to why the meter reading didn't seem correct and she couldnt give me a reason as to why she was putting a lock on the account either. Strangely, on Mon 8th Sep I received another email requesting a meter reading. I've also received an email from NPower telling me that because the direct debit agreement has been cancelled (the bank does this automatically when an indemnity payment is requested) NPower would send out a quarterly bill. During these calls I have been told that 1) NPower do not send external emails, they do not have the ability to do this; 2) They don't give out surnames of those that have been dealing with the queries for security reasons 3) They issue refunds but they can take six weeks to sort out 4) They issue refunds but these can take 3-5 working days to go through; 5) NPower do not issue refunds 6) I have had the phone answered in the following way "Is this about the refund" and "You shouldn't be speaking to us about this you need to speak to Southern Power" ... this is before anyone has said "Good Morning, how may I help you" AND LAST BUT NOT LEAST 7) After the lady gave me the number for the complaints department she finished the call off by saying "and is there anything else I can help you with today". NPower is too automated ... the right hand works when the left hand has said something else. Also, it seems as though your talking to staff with a "script" in front of them. We're currently waiting for the first bill and in the meantime making plans to move energy suppliers. This is a terrible way to treat customers, least of all two 84 year olds who only want a quiet, stress free life!!! I will let everyone know what happens in the next few weeks.

System

i stopped reading sorry but it needs paragraphs

GingerBob_3

DebbieDuckling wrote: »

OMG ... where do I begin. My elderly parents moved at the end of June. I phoned through final meter readings on the day of the move and 10 days later my parents received a final bill of £1340.13, even after they'd been paying over £200 per month for gas & electricity.

I called NPower who were very friendly and jokey and said that yes this was a mistake, an estimated bill had been sent out blah blah blah. I was told it would take up to six weeks to sort out and they assured me that the money would not be taken from their account. On 04 August the money was taken from my parents account.

I called as soon as my parents received their bank statement and was told that it would take 3-5 working days to be refunded. Six working days later I called to ask where the money was but couldn't get through as NPower were only answering calls to those that did not have power as their computer system was "down". I called back the next day and although I got through to a "person", that person was unable to tell me when the money would be refunded as she couldn't call up my account details as the computer system "seemed to be down". I was abroad at the time so called three days later when I was back in the UK. Again, the person that answered the call was very apologetic but couldn't give me an answer there and then and promised to call me back with an answer before he left work that day. I DIDNT RECEIVE A CALL BACK.

I called back two days later (school holidays restricted me from calling before). I refused to put the phone down until I had been told when my parents would receive their money back. The person who answered the call was unable to give me an answer, she was unable to put me through to anyone in authority so advised me to call the complaints department. I called the complaints department and the person who answered my call told me that I'd been given incorrect information, NPower do not refund money and that my parents should contact their bank and ask for a indemnity payment for the full amount. My elderley parents did this and received the money back into their account 48hrs later.

HOWEVER ... since then ... NPower have sent me an email to request a meter reading for the new property (elderly parents were happy to stay with NPower before all this happened). I phoned them with the meter reading on Friday 5th Sep only to be told that this meter reading "didn't seem correct" and a lock would be put on the account and we would hear from them within 4 weeks. She couldn't give me a reason as to why the meter reading didn't seem correct and she couldnt give me a reason as to why she was putting a lock on the account either.

Strangely, on Mon 8th Sep I received another email requesting a meter reading. I've also received an email from NPower telling me that because the direct debit agreement has been cancelled (the bank does this automatically when an indemnity payment is requested) NPower would send out a quarterly bill.

During these calls I have been told that 1) NPower do not send external emails, they do not have the ability to do this; 2) They don't give out surnames of those that have been dealing with the queries for security reasons 3) They issue refunds but they can take six weeks to sort out 4) They issue refunds but these can take 3-5 working days to go through; 5) NPower do not issue refunds 6) I have had the phone answered in the following way "Is this about the refund" and "You shouldn't be speaking to us about this you need to speak to Southern Power" ... this is before anyone has said "Good Morning, how may I help you"

AND LAST BUT NOT LEAST 7) After the lady gave me the number for the complaints department she finished the call off by saying "and is there anything else I can help you with today". NPower is too automated ... the right hand works when the left hand has said something else. Also, it seems as though your talking to staff with a "script" in front of them. We're currently waiting for the first bill and in the meantime making plans to move energy suppliers.

This is a terrible way to treat customers, least of all two 84 year olds who only want a quiet, stress free life!!! I will let everyone know what happens in the next few weeks.

There you go mackemspm3, does that make it easier for you?

JJ_Egan

In reply to the question.
No i never had any problem with NPower .

GingerBob_3

JJ_Egan wrote: »

In reply to the question.
No i never had any problem with NPower .

I think you must be their only customer that hasn't.

Bluebirdman_of_Alcathays

DebbieDuckling wrote: »

1) NPower do not send external emails, they do not have the ability to do this; 2) They don't give out surnames of those that have been dealing with the queries for security reasons 3) They issue refunds but they can take six weeks to sort out 4) They issue refunds but these can take 3-5 working days to go through; 5) NPower do not issue refunds 6) I have had the phone answered in the following way "Is this about the refund" and "You shouldn't be speaking to us about this you need to speak to Southern Power" ... this is before anyone has said "Good Morning, how may I help you" AND LAST BUT NOT LEAST 7) After the lady gave me the number for the complaints department she finished the call off by saying "and is there anything else I can help you with today". NPower is too automated ... the right hand works when the left hand has said something else. Also, it seems as though your talking to staff with a "script" in front of them. We're currently waiting for the first bill and in the meantime making plans to move energy suppliers. This is a terrible way to treat customers, least of all two 84 year olds who only want a quiet, stress free life!!! I will let everyone know what happens in the next few weeks.

Not sure if there's a question anywhere here amongst all the rant.

1) Every company can send "external emails". I've sent them in the past from an energy company account. Just not to customers - I had no need.. However, those in the complaints handling department routinely email customers.

2) Correct. Why do you need someones family name? Employees are entitled to privacy; senior management are paid extra to be accountable and have their name and face available to the public.

3) Can take 6 weeks? By that token they could also take 1 week!

4) Appears to contradict 3). But it's progress!

5) Cobblers.

6) Southern power don't exist, I can't believe that an npower employee would say that.

7) It's been some years, but when I worked in a customer facing role the only time things were scripted was when a contract had to be read out. Speaking to former colleagues, I have no reason to think this has changed.

lstar337

Latest MSE poll:

1. Ovo Energy: 82% great, 4% poor
2. Ebico: 81% great, 3% poor
3. EDF: 48% great, 16% poor
4. M&S Energy: 46% great, 13% poor
5. E.on: 43% great, 17% poor
6. SSE (incl Atlantic): 42% great, 18% poor
7. First Utility: 40% great, 36% poor
8. British Gas: 35% great, 29% poor
9. Scottish Power: 18% great, 55% poor
10. Npower: 9% great, 71% poor

So yeah, a few people have had problems with NPower.

Full Results:
http://www.moneysavingexpert.com/poll/05-08-2014/is-your-energy-companys-service-any-good?utm_source=MSE_Newsletter&utm_medium=hiya&utm_term=9-Sep-14-v3&utm_campaign=poll&utm_content=9

JJ_Egan

Small samples compared to the size of a customer base are so so not informative .


I have actually been with five of the companies listed in that report and never had a problem .

naedanger

I fully understand how you feel. Npower's service is incredibly bad.

DebbieDuckling wrote: »

1) NPower do not send external emails, they do not have the ability to do this;

What they are saying here is completely untrue. Their own complaints procedure gives you the email address you can send your complaint to. Namely: complaintsteam@npower.com

Their full complaints process is here.
http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

However they really don't like dealing by email. You will likely get an email reply asking you to call them. Nevertheless insist on email so you have evidence. If they keep ignoring your emails then after 8 weeks you can take your case to the Ombudsman. You need to be very persistent.

2) They don't give out surnames of those that have been dealing with the queries for security reasons

I have been given the full names of many npower members of staff some by email and some over the phone. (One problem is that they involve so many different members of staff.)

However I can understand why staff in call centres may refuse to give their name, which is fair enough provided they give you some means of being able to refer to the call (e.g. "John from team x or dept y".) Personally if things start going badly wrong I prefer to resort to writing so that I have evidence of what is said. (In my experience it is best first trying to resolve matters over the phone, since this is usually quickest. However if that is not working resort to writing, slow but there is a clear trail of evidence.)

3) They issue refunds but they can take six weeks to sort out
4) They issue refunds but these can take 3-5 working days to go through;
5) NPower do not issue refunds
6) I have had the phone answered in the following way "Is this about the refund" and "You shouldn't be speaking to us about this you need to speak to Southern Power" ... this is before anyone has said "Good Morning, how may I help you"

Complain formally (using the above email address) if you are dissatisfied with their service (and points 3, 5 and 6 are in my view unacceptable).

AND LAST BUT NOT LEAST 7) After the lady gave me the number for the complaints department she finished the call off by saying "and is there anything else I can help you with today".

I have had similar comments e.g. "we trust this brings your complaint to a positive conclusion" at the end of a letter where they admitted they had not implemented the Ombudsman's actions but were closing my complaint having done nothing.

They also give the most insincere apologies along the lines of sorry you felt you had to complain rather than sorry our service was so dreadful. I don't know why they do this as I doubt it makes commercial sense. Many companies will apologise at the merest hint of poor service. Npower don't seem to want to apologise even after giving the most atrocious service. I doubt this helps customer retention.

naedanger

JJ_Egan wrote: »

Small samples compared to the size of a customer base are so so not informative .

Would analysis using data from the Citizens Advice service, the energy ombudsman and Consumer Futures, a government-backed regulator watchdog that was formerly called Consumer Focus, be more informative?

http://www.telegraph.co.uk/finance/personalfinance/household-bills/10572085/Npower-still-worst-for-customer-complaints.html

I actually think that the fact that 770 out of 1082 npower customers give it the lowest possible rating is very informative. Do you use amazon's ratings as part of your decision making process when deciding a purchase? In that context 770 votes is a vast number. I agree the sample is self selecting, so not ideal, but when all other suppliers are being judged on the same basis I think it is very informative (though not necessarily conclusive).

lstar337

JJ_Egan wrote: »

Small samples compared to the size of a customer base are so so not informative.

Plenty of systems use small samples for statistical analysis.