Trouble with energy supplier npower

NorfolkPam

I am having problems with muddled bills and wrong amounts from npower. Staff are friendly when I ring up but nothing gets done and I always get different responses. For example at the moment various staff and letters have said I owe £50 or £6 and they have sent me a cheque for an overpayment of £14 for gas. Another time they said I was in credit for £300 for electricity, gave me the money back and have now sent me a bill for £250 for unpaid electricity due to "cancelled bills".
This is just part of a long story that I need to get settled. I don't want to get into any trouble for not paying what I owe although I have already stopped direct debits and moved to another company.
What is the best way to have the problems sorted out? Who should I approach in the firm to make sure something is done? My problems with them have gone on over a year now and I am at a loss to know what to do next.

TomsMom

We have had a lot of trouble moving from NPower to a new provider. It has taken weeks of total inefficiency by them, left hand not knowing what right hand is doing, them telling us contract has been cancelled, different person telling us that a valid contract is in place so they can't cancel, saying final bill is approx £90, someone else saying final bill is £3,600 :eek: A total bunch of twits.

We eventually complained to Energywatch. Once Energywatch got involved NPower seemed to get their finger out. It's all sorted now.

Catalogue the events and contact Energywatch. Hopefully you will get it sorted soon.

billsavings

Use the Energywatch Complaint Letter Writing Wizard, to enable them to create the complaint letter for you, which will then be emailed by them to your supplier.

http://www.energywatch.org.uk/help_and_advice/how_we_can_help/how_to_complain/letter_writing_wizard/index.asp

espresso

NorfolkPam wrote: »

I am having problems with muddled bills and wrong amounts from npower...................
What is the best way to have the problems sorted out?

Simply switch to another supplier who knows what customer care means!

:rolleyes:

TomsMom

espresso wrote: »

Simply switch to another supplier who knows what customer care means!

:rolleyes:

Absolutely agree here (as we've had the same experience) but I think OP already has

although I have already stopped direct debits and moved to another company.

The way understand it there is still confusion of whether or not there is still money outstanding to NPower and how much.

furndire

It took me almost 6 months for npower to let go of my account, when I switched to Atlantic Electric & Gas (whose customer service is brilliant ~ nothing is too much bother).

smudger1964

NPOWER are a joke took me ages to get rid of them wrong bills, wrong readings endless "estimates" even though you phone them with the corect reading I didnt choose them but they were the "chosen supplier" to a house i moved to.Incompetent,useless are two words that spring to mind .I had to go to energywatch to get it sorted then npower had the cheek to send me a letter after all that to say sorry we couldnt help and you had to go to energywatch

penarthian

My 88 year old mother-in-law wanted to change to NPower when she moved into sheltered housing, (they sent her a free moving kit including a tape measure as an incentive). Two years on she still has not received an electricity bill as they tell her that her meter is not recognised by their system. I have just sent 22 pages of evidence notes to the Energy Ombudsman.

dollydoodah

penarthian wrote: »

My 88 year old mother-in-law wanted to change to NPower when she moved into sheltered housing, (they sent her a free moving kit including a tape measure as an incentive). Two years on she still has not received an electricity bill as they tell her that her meter is not recognised by their system. I have just sent 22 pages of evidence notes to the Energy Ombudsman.

I went through something similar with nPower in that for 12mths (since moving to them), they insisted I had a pre-payment meter. I don't know how as I have never had a PP meter in my life. I have just this week got it sorted out - along with a whacking great bill - but to be fair to them, they have been very good about the repayment of it.