Add your feedback on energy supplier Npower

'll try and make this brief........

Been with them for a number of years on dual fuel tariff / direct debit paid - all was well until - I moved home last October.

I informed them of the move and took them with me as my energy supplier.........agreed a new direct debit rate on the telephone with them - all was good.............or so I thought.

No DIRECT DEBITS have ever been claimed since that date - I have given them the details over the phone on numerous occasions - even sent them a direct debit mandate despite being told that my old direct debit would continue without interruption - albeit at a different rate.

I have sent them many messages via their "contact us" section on my online account - where I submit my readings monthly.

I have telephoned may occasions.

At the moment I am on "hold" with their customer service team - been on hold exactly 46mins at the moment...........:(:(

I am now getting HUGE bills as well as demands for payment - what else can I do ?

As an aside I am disabled on DLA and Working Tax Credits - I asked them if there were any "special" tariffs or maybe one off payments to help me with the bills but have been told No - is this correct ?

I spent 160 minutes on the telephone with them yesterday - and am still not sure where I stand.

They have not taken any money from my account since last October despite a valid Direct Debit being in place.

I will write a letter as suggested - but as I was told yesterday - if I don't pay my bill immediately I will be disconnected.

I explained I am disabled (registered with them as disabled for years) - and surely I am classed as a "vulnerable" customer and that until this matters sorted out can't they stop ending me threatening letters.

Nope - just pay the bill !

Disgruntled from Oldham

How can I get the money agreed with Npower that I am owed. There are always "Issues" preventing the payment into my bank. What are these "Issues"? Anybody know?

Thanks - tried everything in your mail except ombudsman so that's the next step. What a waste of time so far.

ThriftyLill wrote: »

Was tempted by a rate last summer so left Scottish Power who have always provided good service. It took 3 months to transfer my electricity and after 10 months I have given up on my gas ever being transferred. I have spent literally hours trying to resolve this including 2 letters to the CEO Paul Massara - one of which was answered but the promised action never materialised. They set up a direct debit for the wrong amount, took one payment and then cancelled it. Many promises were made and not kept. This is clearly a company drowning with a poor systems implementation and without the leadership to get them out of it. I am going back to Scottish Power who have a great on-line system, friendly people at the end of the phone and generally give the feel of a company who cares. I wilol never use Npower again and urge other forum members to boycott them. It is morally dishonest to advertise attractive rates that they can't deliver on.

Just a note to say that I was once with Scottish Power, had a terrible experience (when they put a new, digital, meter in to replace old one, they transposed standard day and Economy 7 night unit wires. As I have a 21Kw elec boiler this was significant and I was presented with a bill of over £2,000 for an autumn quarter - this was about 10 yrs ago. They persistently refused my requests to investigate as I'm economical and knew I'd not used more than about £3-400 worth at most). It was only when my MP got involved at my request that they grudgingly agreed to look at the meter, whereupon they immediately discovered I was correct and the wires had been transposed.

They were abysmal with the CS on other occasions too, and I was glad to leave them as you are to leave nPower! (who I've just "inherited" at new house and not had a problem with, despite changing tarriffs to the 2015 fixed rate one.)