Npower are useless

rich13348

So basically I have been dealing with Npower for 3 years. I am now just waiting for a final bill but they seem unable to do that simple task. Been waiting 3 months now. This is a copy of an email I have just sent to Paul Massara CEO of Npower and is also a brief...ish summary of my dealings with Npower.

Dear Mr Massara,

I have been a customer!with Npower for at least 3 years, and I have had problems from day 1!


To begin with when I started with npower I had Economy 7 and when the meter reading were supplied the woman taking them managed to get then the wrong way round. Also due to this Npower!and!the previous supplier were at a stalemate until I stepped in and rectified things.


When the account was set up we were!supposed to be billed every month to begin with so as to monitor our expenditure and adjust it accordingly.! I received 1 bill and!then I did not get one for 18 months.! I phoned repeatedly asking when I would get a bill and I was lied to repeatedly time after time. I was told it would fixed in 7 days then 3 weeks then 28 days. The lies went on and on until I took action into my own hands and emailed you to complain.


I actually only received a bill when we moved house and the account was closed.! Due to your companies dismal service my bill was reduced to 1 year in accordance with!the fair billing policy and I was awarded several hundred pounds in compensation then!more compensation due to more incompetence on your companies part along with the promise to swap out the prepayment meter for a credit meter in my new property.


All the above happened on a different account number namely XXXXXXXXX.! Now I come to the part of my complaint that deals with the account number in the title of the email.


My latest issue I am having with Npower started with trying to get my meter changed.


The following is currently encompassed in an open complaint under complaint number XXXXXXXXX


I contacted Npower to move my electricity to yourselves so that you could do as promised and swap my meter out for free for a credit meter.


I phoned to book an appointment for an engineer to come and change to our meter on a date that was a Saturday I forget the date but I'm sure its on your system.! That appointment fell through as apparently the engineers only do emergency cover over the weekends in my area, or so I was told.! I then re-arranged the appointment for a weekday and waited.! The day of the appointment came.......and went no engineer showed up again so I phoned your helpdesk and was told that they don't know what happened but it appeared that there was no MOP appointed to my area to do meter exchanges on behalf of your company.! I was then told a complaint would be!raised on my behalf and someone would have to look into it.! Several weeks!passed and no news.! So I!took it upon myself to phone your helpdesk again to get an!update and was then told we could book an appointment.! So I booked a morning appointment for 22/4/15, but the engineer did not turn up until around 3pm.


The meter was then swapped out by an Amey engineer and everything seemed fine.! We then tried to change companies so!as to get away from Npower!and your frankly awful service.! Unfortunately that didn't seem to go very well either.! First your company was unable to properly update the national database with!the correct meter serial number.! I am told this is now!done but!my account has now been transferred to a billing team which seems to consist of the cast of A Christmas Carol with Bob Cratchit and his brethren working with quills by candlelight.!!Its just a shame that there is no Ebenezer Scrooge to light a fire under them.!


My account has now been with the billing team for some months now and no one I speak to can tell me when I will be billed and so my account closed.! I am unhappy with this and I am at a loss to think what takes so long to compile a bill for the 20 days we had electricity through a credit meter with Npower before moving to a reputable company.


I would like my account closed, my final!bill provided to me for payment and for me to never have to deal with Npower ever again.


I would like to propose an ultimatum, you provided me with electricity on a credit meter for 20 days so I suggest that I give you 21 days starting from 24/7/15 ( don't say I'm not fair) to close my account and produce my final bill or I will wash my hands of you, I will have nothing more to do with Npower!and I will pay you no money outstanding.! This is my ultimatum I suggest you get your house in order Mr Massara.


Kind Regards


Very unhappy customer

If you have any advise that would be appreciated. I am just waiting for a response from Npower now.

energycomparison

I recently switched away from npower due to having a large credit on my pre payment meters and after contacting them a number of times they would not refund.

I switched to ovo energy and after contacting npower almost every day I was refunded over £1500.

I would recommend OVO their customer service is far better and do anything they can to help.

allenkhimani

Hello I am having a huge problem with npower and would really like to know how you got Mr Massara's email address? I would also like to send him a few pointers on keeping his house in order too!

We had to have a statutory meter change 2 years ago. Unfortunately when the meter was fixed the dimwits that fixed the meter fitted in incorrectly and turned our gas off by mistake. 2 years down the road we have found out that they also incorrectly recorded the meter readings. When i recently contacted npower about a query on my bill i was told despite paying £112 per month for last 12 months and £101 the year before, i was told i still owed npower £1700. npower told me that i should stop using my swimming pool and look at reducing the time my heating is on. I told the nice customer adviser that I live in a 2 up 2 down victorian terrance and only have the heating on 3 hours per day! We then worked out that the problem stemmed from 2 years ago when the new meter was installed. This was 4 months ago. since then i have spent approx 96 hours on the phone to npower to try and resolve the issue but nothing has been done. I have just received an email from npower to say that my £112 per month bill is going up to £244 ! Please give me strength !!!