Npower - imaginary conversations with customers

blueblazer

Received a letter today regarding my complaint saying in essence "as agreed with you, we have closed your complaint and issued a bill". Obviously I'd never had this conversation so spoke to live chat to be told the notes say that someone spoke on the phone to me on Wednesday (when I was at work and I don't even think they have my phone number) and closed my complaint as agreed.

So not only do they have the worst customer service, they just make up conversations and pretend they have dealt with complaints. Would be interested to hear the representatives view on this practice?

molerat

From previous comments this seems quite a usual NPower tactic, you can not take a closed and satisfied complaint to the ombudsman, a satisfied complaint within the correct time frame looks good on their (self regulated) complaint statistics that they have to present to the ombudsman. I would take this to the ombudsman as they are clearly fraudulently manipulating the complaint statistics that have been enforced against them by the ombudsman. http://www.ombudsman-services.org/npower-agreement-with-ofgem-on-ombudsman-complaints.html

MoneyMate

NPower seem to be a do it yourself firm, almost all the Gas & Electric readings are read by me, although they say they will read on certain dates very seldom do that ?

footyguy

blueblazer wrote: »

Received a letter today regarding my complaint saying in essence "as agreed with you, we have closed your complaint and issued a bill". Obviously I'd never had this conversation so spoke to live chat to be told the notes say that someone spoke on the phone to me on Wednesday (when I was at work and I don't even think they have my phone number) and closed my complaint as agreed.

So not only do they have the worst customer service, they just make up conversations and pretend they have dealt with complaints. Would be interested to hear the representatives view on this practice?

What was your original complaint about, and what was the outcome you were seeking?

If creating a new bill does not resolve the complaint you raised, then if I were in your shoes, I would be inclined to escalate the complaint now to the ombudsman.
Whilst you do not have a deadlock letter per se, (and assuming 8 weeks have not yet past since you originating the complaint), it does appear on the face of it that nPower have decided they can do nothing further for you regarding the complaint.

I feel sure in the circumstances the ombudsman will find likewise
(if not, you'll just have to wait until 8 weeks pass before getting the ombudsman involved)

Note that if you forward this matter to the ombudsman, complaining as above, then the ombudsman I am sure seek evidence from the supplier that they should "have closed your complaint and issued a bill". This may be by way of written correspondence or a recorded telephone conversation.

Of course, based on what you have said, the supplier will not be able to furnish the ombudsman with such evidence, further adding value/credence to your complaint against the supplier

footyguy

MoneyMate wrote: »

NPower seem to be a do it yourself firm, almost all the Gas & Electric readings are read by me, although they say they will read on certain dates very seldom do that ?

My experience of nPower is that they do arrange to read the meter regularly (although not necessarily every quarter)
I remember they were one supplier that also took their responsibilities as stated under their licencing conditions to read the meter at least once every 2 years very seriously ... and that was even just for the electric meter.
(Gas has a more stringent licencing requirement in this regard than Electricity)

blueblazer

Thank you for the replies. The orginal problem was that I tried to switch to another supplier a while ago but as I'm on an economy 7 meter, npower didn't switch it properly and left one meter as npower and one as the new supplier. After countless emails to both suppliers, it looks like they have eventually moved me back to npower but hadn't received a bill for ages. So they could technically say they have resolved it by giving me one but it naughty to say they have discussed it with me when they haven't and obviously I'm not happy about having 18 months of bills to pay (there are also numerous credits and debits against my account which nobody can appear to explain).

nPower

blueblazer wrote: »

Received a letter today regarding my complaint saying in essence "as agreed with you, we have closed your complaint and issued a bill". Obviously I'd never had this conversation so spoke to live chat to be told the notes say that someone spoke on the phone to me on Wednesday (when I was at work and I don't even think they have my phone number) and closed my complaint as agreed.

So not only do they have the worst customer service, they just make up conversations and pretend they have dealt with complaints. Would be interested to hear the representatives view on this practice?

Hi blueblazer,

Thanks for posting. I'd like to take a closer look into this as it doesn't sound right. Can you send your details through to me on an email (using the address from my profile) and I'll discuss further with you.

Thanks

Leigh

[Deleted User]

MoneyMate wrote: »

NPower seem to be a do it yourself firm, almost all the Gas & Electric readings are read by me, although they say they will read on certain dates very seldom do that ?

Npower read six monthly.If they miss catching you in, then its a yearly visit. They have to make a good attempt to read the meters every two years. All suppliers apart from British gas are now 6 monthly or yearly visits

MoneyMate

sacsquacco wrote: »

Npower read six monthly.If they miss catching you in, then its a yearly visit. They have to make a good attempt to read the meters every two years. All suppliers apart from British gas are now 6 monthly or yearly visits

Sounds about right every 6 months