NPower - very poor service

Rhino666

When I first signed up to Npower about 8 months ago prices were allegedly falling but NPowers were actually going up despite claims to the contrary. I think it was probably a scam where certain old tariffs not available to new customers were falling but new tariffs were rising. Anyway I got my energy prices confimed by email to be sure of my position. Unfortunately when the three monthly bills came in the gas and elec rates charged were much higher than my agreed rates and I had been put on some elec economy seven style tariff with a third band - certainly not asked for.

To cut a long and boring story short, NPowers customer service was non existent as I received no replies to my emails. Out of frustration I did a bit of research and found the CEO's email address - now this could come in handy for other NPower customers with a grievance, so here it is :-)

[EMAIL="ANDY.DUFF@NPOWER.COM"]ANDY.DUFF@NPOWER.COM[/EMAIL]

Andy passed my query to a Lynsey McCaig from the executive complaints team. After several delays and mistakes my gas bill was corrected but the electricity bill has remained on the wrong tariff and substantially higher rate and despite several emails to Ms McCaig and more recently Andy Duff again, nothing has been done and no replies received - over 4 months have passed and a second incorrect elec bill received.

I am very frustrated by this poor service but wonder where can I now go to escalate the complaint ? I have all the emails backing up my grievance. Can anyone recommend what I should do now please.

Aitch7

HI,

I sympathize and empathize with your problems with NPower. After 13 months of hassles with them I can only describe them as the most incompetent, inefficient, frustrating bunch of you know what's that I have ever encountered.

I have sent 2 recorded delivery letters which have not even been acknowledged to the address that I was given to make a complaint following months of hassle and supposedly having discovered someone who could sort it out.

I sent 5 emails all of which they deny receiving.

I have been billed for previous tenants, I have been told my address does not exist, I have been told that I cannot have the address that I live at as their system won't accept it(!!!!) I have been threatened with credit agencies and courts based on previous tenants bills despite the fact that every time they tell me they have cancelled them all. They have said they can't find the meter, they have said that they have no previous notes as to where it might be despite sending bills for the previous tenants.

I am right at this moment embroiled in yet another complaint regarding my current bill and am logging every word that is spoken in the hope that one day someone will read my complaint and actually do something about it.

Thanks for the name you gave out - I think I will try him as a last resort before I implode!

kind regards
Aitch7

tripled

The first stage is to pt the complaints in writing, if that does not recieve a satisfactory response such as in Rhino666's case energywatch or the energy ombudsman are the next port of call.