NPower - Shame on you & Exec Complaints team.

unite

To NPower's Executive Complaints Team & NPower customers,

NPower are refusing to allow me from switching energy supplier due to the most simple of all issues - a replacement Electric Meter installed July 2014 stopped me from entering electric readings (Gas readings were unnaffected). We continue to pay a Direct Debit each month.

After notifying them on many many occasions that I needed help to resolve this issue they locked my account to be managed by the Executive Complaints Team.

Each phone session I have with customer services ends with them telling me the Exec Team will call me back. I haven't had one phone call, nothing.

We are in the process of Renting our house out and NPower customer services have stated I will not be able to let a Tenant switch to a different ernergy provider so I will now loose income each month because they refuse to resolve this.

Our last two options we have are to use social media and finally seek legal advice as I'm sure there must now be evidence of NPower forcefully keeping us with them when we wish to move to a different supplier.

NPower sent us a letter saying we should contact the Energy Ombudsman which we have now done so. They have repeatedly contacted NPower for information and NPower have ignored ALL correspondence.

All we want is for someone from this infamous Executive Complaints Team to contact us so we can resolve this as quickly as possible.

Has anyone else had to use a lawyer to free them from their Energy Provider, would very much appreciate any advice?

Thankyou,
Steve

teddysmum

I have always found (3 occasions) the Executive Complaints team to be excellent. I made contact via email and on the one occasion required, they called me later.

unite

I wish that was the case for me. Every time I've spoken to customer services (who have always been polite I might add) they've asked me if I would be happy for them to call me back within 48hrs and I've always said yes please, but I never hear from them ever!

This is why I'm so desperate for them to contact me, I just want to resolve this simple tiny issue they've caused and blown out of all proportion. Its unreal.

naedanger

unite wrote: »

To NPower's Executive Complaints Team & NPower customers,

NPower are refusing to allow me from switching energy supplier due to the most simple of all issues - a replacement Electric Meter installed July 2014 stopped me from entering electric readings (Gas readings were unnaffected). We continue to pay a Direct Debit each month.

After notifying them on many many occasions that I needed help to resolve this issue they locked my account to be managed by the Executive Complaints Team.

Each phone session I have with customer services ends with them telling me the Exec Team will call me back. I haven't had one phone call, nothing.

We are in the process of Renting our house out and NPower customer services have stated I will not be able to let a Tenant switch to a different ernergy provider so I will now loose income each month because they refuse to resolve this.

Our last two options we have are to use social media and finally seek legal advice as I'm sure there must now be evidence of NPower forcefully keeping us with them when we wish to move to a different supplier.

NPower sent us a letter saying we should contact the Energy Ombudsman which we have now done so. They have repeatedly contacted NPower for information and NPower have ignored ALL correspondence.

All we want is for someone from this infamous Executive Complaints Team to contact us so we can resolve this as quickly as possible.

Has anyone else had to use a lawyer to free them from their Energy Provider, would very much appreciate any advice?

Thankyou,
Steve

There is an npower rep who posts from time to time who may offer to help. My own experience is that nothing can be done to speed up npower. They are happy to ignore the Ombudsman's deadlines as well as their customers.

You could try legal action but a I doubt that will be quick.

If npower are at fault and you incur a financial loss you can hold npower liable. But the courts will expect you to have taken action to minimise the loss.

Out of interest, what is the problem with renting out the property with npower as the energy supplier? How will this lead you to lose income?

nPower

unite wrote: »

To NPower's Executive Complaints Team & NPower customers,

NPower are refusing to allow me from switching energy supplier due to the most simple of all issues - a replacement Electric Meter installed July 2014 stopped me from entering electric readings (Gas readings were unnaffected). We continue to pay a Direct Debit each month.

After notifying them on many many occasions that I needed help to resolve this issue they locked my account to be managed by the Executive Complaints Team.

Each phone session I have with customer services ends with them telling me the Exec Team will call me back. I haven't had one phone call, nothing.

We are in the process of Renting our house out and NPower customer services have stated I will not be able to let a Tenant switch to a different ernergy provider so I will now loose income each month because they refuse to resolve this.

Our last two options we have are to use social media and finally seek legal advice as I'm sure there must now be evidence of NPower forcefully keeping us with them when we wish to move to a different supplier.

NPower sent us a letter saying we should contact the Energy Ombudsman which we have now done so. They have repeatedly contacted NPower for information and NPower have ignored ALL correspondence.

All we want is for someone from this infamous Executive Complaints Team to contact us so we can resolve this as quickly as possible.

Has anyone else had to use a lawyer to free them from their Energy Provider, would very much appreciate any advice?

Thankyou,
Steve

Hi unite,

Thanks for posting. I'm sorry to hear you've not had a good experience and I'd certainly like to help. Can you send your details through to me using the email address on my profile and I'll take a closer look into this and see what we can do.

Thanks

Leigh