Npower – Complaint Spiralling out of Control

Taiko

It took a couple weeks for the Ombudsman to deal with my NPower complaint. They did however take NPower's word that the issue was resolved though, when it actually wasn't. Had to do all my own chasing to get the money they'd awarded me from NPower.

Rob7000

Taiko
Thanks for the reply, it is at least somewhat encouraging.
What was the nature of your complaint?
Thanks

Taiko

Applied to switch to NPower. Target switch date was missed, and got no information as to why from NPower. I then made a complaint about that, and they didn't respond within the 8 weeks. Was only when OS got involved that I was told they couldn't take over my gas supply, despite being the previous gas supplier on the same meter.

iannidan

I was on a fixed price contract with Npower, when this came to an end i switch to EON because they were cheaper. I then get a final bill asking for £563.91. I don`t understand how they get to this amount, unless i am being thick. Customer services were crap. never going back to Npower and will advise people to stay clear as well

molerat

A fixed price contract is a fixed unit and daily charge with a monthly payment towards an estimate of use, it is not an all you can eat buffet. Any use over that estimate will generate a debit. Estimated bills, the supplier only has to read the meter every 2 years, and the customer not reading the meter themselves to check how their account is progressing often leads to nasty surprises. You can work out yourself if their assertion that you owe them money is correct, it is not difficult.

Rob7000

37 days after my first complaint in writing I have finally received my first reply from the Executive Complaints Team. Which, coincidentally, was 2 days after I submitted a complaint to the Ombudsman Service. The email title is "Your npower enquiry" and is just the standard "sorry for the delay" affair and does not say anything of any use.

Today 2 identical "Checking your Direct Debit details" emails were received. Each says that £915.69 will be collected in 14 days. By my calculations based on the readings submitted on 30 April I owe £399.01. Therefore the amount by which I am being overcharged has increased from £372.71 to £516.68.

I named this thread "Npower – Complaint Spiraling out of Control" and still it keeps getting worse.

Herodotus

I have been with NPower at a new property after migrating from an old one. I asked them how much I should pay per month at the outset so I would not get a big terminating bill. They miscalculated and at the end of 9 months when I wanted to switch they gave me a massive bill.

I argued that I used energy on the basis of the estimate that they gave me and I contacted them specifically so I would not get a big bill.

First they offered £25 and I said no.
Then they offered me £30 and I said no.
Then they offered me £100 and I said no.
Then they offered me £263 and I said I should not have to pay anything.
Then they offered me the full £319.

Persevere, be polite, escalate the issue, stick to your guns. Good luck.

I told them I was finally happy with the outcome but I said that had I not been articulate and forceful, had I been for example timid, tired, over busy, frail, etc, I could easily have accepted £25. They should have offered the full amount up front, to protect those less capable of arguing their case.

Pleased with the outcome, but for everyone else could be more pleased with the process.

Rob7000

Thanks Herodotus

I thought things were moving when npower finally responded. A phone call told me the problem would be resolved the next day and I would get an email and a phone call to confirm.

In the next 3 days the same bill was posted and removed twice and then posted again. The dates on the bill are over 2 years ago. So it's now an even bigger mess than ever.

It's now 11 days later and there has not been an email or a phone call. It's nearly 4 months since the problem started and a resolution seems as far away as ever.