Npower direct debit

ssg21

Noower are doing my head in! Moved house so set up an account with them as that was who provided the house already and their prices seemed reasonable.

Set up a direct debit to pay them in February, payment wasn't taken, I spent an hour on the phone to them paying the outstanding amount and setting up a new direct debit.

March, again payment wasn't taken, phoned them up on Saturday and spoke to someone for half an hour who said yes the direct debit had failed because of a computer problem but all she could do was tell the back office there was a problem. Wanted me to pay the outstanding balance, I refused as I want the direct debit set up so I can get cash back and be sure it is working. She said phone back towards the end of the week. Refused to organise them phoning me back or writing to me to tell me the outcome of the back office's investigation.

I have checked with the bank to make sure the problem is not with them, they agree it should be working.

Spent half an hour on hold to NPower before giving up. Anyone have an email address I can contact them at? Otherwise I think I will either phone them up and cancel the whole contract and go with someone else or write to them and complain.

Any help or ideas would be appreciated. And perhaps there is an a NPower rep who can help?

Thank you.

footyguy

https://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf

teddysmum

I've always found executive complaints, via email, to be very good.


Last month, on changing my gas tariff the system cancelled my gas direct debit (but not the electricity one), with reinstatement meaning that one payment would be missed. My complaint resulted in the amount of the missed payment being credited.

MoneyMate

I have set up Internet account no problems with day 2 day running
https://www.npower.com/at_home/applications/atlas.web.registration/account.aspx

ssg21

Thank you for the replies, especially the link with the email address. I emailed them my complaint on Sunday but am yet to receive a reply - is the company rep about?

footyguy

ssg21 wrote: »

... is the company rep about?

Probably not at 9 o'clock at night.

If you want an urgent response, or just to confirm they have received your complaint, why not give them a call?

They have a freephone number and an alternative if you want to use a mobile

Lines are open Monday to Friday from 8am to 8pm, Saturday 8am to 6pm.

Otherwise, they have up to 8 weeks to give you a full response.

nPower

ssg21 wrote: »

Noower are doing my head in! Moved house so set up an account with them as that was who provided the house already and their prices seemed reasonable.

Set up a direct debit to pay them in February, payment wasn't taken, I spent an hour on the phone to them paying the outstanding amount and setting up a new direct debit.

March, again payment wasn't taken, phoned them up on Saturday and spoke to someone for half an hour who said yes the direct debit had failed because of a computer problem but all she could do was tell the back office there was a problem. Wanted me to pay the outstanding balance, I refused as I want the direct debit set up so I can get cash back and be sure it is working. She said phone back towards the end of the week. Refused to organise them phoning me back or writing to me to tell me the outcome of the back office's investigation.

I have checked with the bank to make sure the problem is not with them, they agree it should be working.

Spent half an hour on hold to NPower before giving up. Anyone have an email address I can contact them at? Otherwise I think I will either phone them up and cancel the whole contract and go with someone else or write to them and complain.

Any help or ideas would be appreciated. And perhaps there is an a NPower rep who can help?

Thank you.

Hi ssg21,

Thanks for your post. If you could send us your account details using the email address on our profile page we'd be more than happy to help resolve the issues for you.

Thanks
Chris

ssg21

nPower_company_representative wrote: »

Hi ssg21,

Thanks for your post. If you could send us your account details using the email address on our profile page we'd be more than happy to help resolve the issues for you.

Thanks
Chris

Chris, thank you for your response. Unfortunately I emailed the complaintsteam@npower.com on the 21st March and the help and support email address on your profile on the 26th March. Unfortunately nobody has yet responded, please could you follow this up. I have tried to phone on several occasions and given up when I've been kept on hold for up to 45 minutes.

teddysmum

ssg21 wrote: »

Chris, thank you for your response. Unfortunately I emailed the [EMAIL="complaintsteam@npower.com"]complaintsteam@npower.com[/EMAIL] on the 21st March and the help and support email address on your profile on the 26th March. Unfortunately nobody has yet responded, please could you follow this up. I have tried to phone on several occasions and given up when I've been kept on hold for up to 45 minutes.

Have you not used the executive complaints email ?