nPower - useless customer service

Gers

Here we are, a year later and still no quarterly visit to read my meter and no bill.

I got an email from them last week asking fir a meter reading so I phoned to query why things weren't happening. The customer service agent was very kind and helpful. She took time to look into the problem, told me she'd call back later and she did.

There's an issue with your meter which we need to resolve and it may take up to two weeks to sort. We'll call you back

So, 13 months on...nothing.

dogshome

Not sure what you mean by "Never had a proper Bill" - A proper bill states the Date & Meter reading at it's beginning, and then the Date & Meter reading at it's end, together with the price/s per Kwh, the Daily Standing charge and the amount of VAT.

N'power are signatorys to the 'Back Billing Agreement', which in essence prevents suppliers from billing anything for Energy/Gas supplied earlier than 12 months prior to them sending a bill - The 12 months is calculated back from the day they did manage to produce a bill.

You really need to WRITE a letter headed Complaint, listing all the problems and pointing out you are entitled to 12 months Back billing relief, until such time they they send a proper bill.

The written complaint is important, just as other posts have reported, N'power are under the lash from Ofgem for the number of complaints, and they have developed creative ways of losing/closing/ignoring them - A written Complaint starts a paper trail they cannot deny, and it opens the path to the Ombudsman after 56 days from being sent.

fleshandbone

ALL energy companies are useless, they do not care about anyone.

Gers

dogshome wrote: »

Not sure what you mean by "Never had a proper Bill" - A proper bill states the Date & Meter reading at it's beginning, and then the Date & Meter reading at it's end, together with the price/s per Kwh, the Daily Standing charge and the amount of VAT.

N'power are signatorys to the 'Back Billing Agreement', which in essence prevents suppliers from billing anything for Energy/Gas supplied earlier than 12 months prior to them sending a bill - The 12 months is calculated back from the day they did manage to produce a bill.

You really need to WRITE a letter headed Complaint, listing all the problems and pointing out you are entitled to 12 months Back billing relief, until such time they they send a proper bill.

The written complaint is important, just as other posts have reported, N'power are under the lash from Ofgem for the number of complaints, and they have developed creative ways of losing/closing/ignoring them - A written Complaint starts a paper trail they cannot deny, and it opens the path to the Ombudsman after 56 days from being sent.

Had plenty of estimates but no reading done since the new meter was installed in Sept last year.

You're right - ringing is no good even if the agents are trying their best.

Thanks

DD265

We left npower last October - having not paid a penny - and went to Eon instead (via the energy saving club here).

Npower were in a dispute with the landlord over the meter type and therefore wouldn't talk to us/set us up an account.

We're still waiting for them to sort the correct bill out for the electricity we did use. Happy to pay it when they get it right. :wall:

peter_the_piper

Just had a bill from them ,after leaving, for March/April. Then got a mail 3 days after invoice sent chasing bill, appropriate reply sent. What did irk was although they were sent closing meter readings they have sent estimates, over of course. Paid bill today enclosing actual readings from ovo for the start of their account and asked Npower for a refund. I won't hold my breath.
Knowing them there will be another invoice from April even though they no longer supply.