I decided to migrate from Npower to another supplier in December 2012 and 5 months later they still have not been able to resolve and issue the credit refund whch I am owed. Was on their dual fuel scheme and back in January received a final gas bill showing over £400 in credit, 2 days later a `for information only` statement showing £223.01. Contacted them and told allow 30 days for refund. No final electric bill arrived nor refund so contacted them again. Told it would be sorted within 10 days which it wasnt so completed their online complaints form which, other than their auto response` email was completely ignored. Loads more phone calls to them and I finally thought I was getting somewhere on 4th May after spending 1h 40 mins going through everything again. Supposedly she had found, sorted the problem,finalised my account and authorized the refund and informed me this would be in my account within 3-5 working days. Needless to say the refund has not appeared up to today..
Do not believe a word this company says. In my opinion their whole operation should be fully investigated by the Energy Ombudsman.
Since joining npower in September 2012, we had been leaving readings in good faith on the cards left by their meter read agents, only they didn't bother coming back and banged a load of estimated readings on our account which were grossly underestimated. This only came to light when I became aware that we hadn't had a statement from them for a very long time. Needless to say, we ended up slammed with a huge shortfall bill and they tried to increase our DD from £111 to a whopping £253 a month - more than double!!! I paid the £325 shortfall yesterday over the phone, however the idiot who took the payment messed everything up - the money has left my account despite her bleating on that my card was refused, but npower don't know where the payment has gone!!! To put a top hat on the situation, I came home to a snotty reminder for another bill for £100 which I've never even seen and I've been hanging on the phone since 5:45pm until 7:20pm only to have some imbecile tell me nobody could take my call!!!!! I am absolutely steaming!!!
DO yourselves a huge favour and don't even look at npowers prices as I guarantee you WILL end up paying through the nose in the long run.
On every level, the customer service is atrocious. Confusing bills, unilateral increases in direct debit payments, dreadful website and account management, no unified billing for dual fuel, awful call centre and IVR processes .... I could go on but I can't be bothered because I've switched to Sainsbury's (outsourced to British Gas) now. We'll see if they are any better.
this company is ok if you accept their bills and poor service,but once you have a problem,watch out! no response to emails,promised the earth whilst on the phone,then did nothing to resolve my issues,promised me they would get back to me but they never did,executive complaints dept did respond but full of their own importance,and informed me my direct debit payment was going up even though i was over a £100 in credit,they increased it though, even when i told them not to,im leaving npower asap to a cheaper supplier and i hope with a better customer service,i never give companies bad reviews accept when i have had tried everything to resolve things first,goodbye npower
After I moved to my new apartment, they never sent me any bill for the first 5 months until I got a letter stating I owe them 400 pounds for only the first 3 months! How is this possible considering that I did not even give them any meter reading and they only charged me based on their "estimated prices"?
Do you know any other electricity supplier that will make 400 pounds as an estimated price for 3 months? I am a single occupier, I am only home at night so my use of electricity is certainly not that high!
They are just stealing your money. In my previous apartment, I was with Southern electric and guess what?
I had a bigger house and used more electricity but paid only 25 pounds a month!! Npower is just a thief
Used a comparison web search to find a cheaper tarrif, npower came up cheapest. I emailed then phoned them t arrange to change over to them. Was told it would be painless, that they would do all the work. All I had to do was tell my old supplier my meter readings and then my supplier would be changed. This was back in October. We are now in April and although I left my old supplier 4th December 2012 I still do not know my account number, I still don't have a direct debit set up and have now got a bill which they still have not sent me and cannot tell me how much it is over the phone. I have phoned and been told that there was a problem which would be sorted soon, this was back in January. In March I phoned again when I noticed that no money had been taken out my account and was told that a complaint would have to be raised and this would be done immediately. They could see there was a problem with the account and it would be sorted. I then received an email 3 weeks ago confirming that someone would be in touch shortly and to assure me the problem would be sorted. Still waiting. Emailed them 4 days ago telling them they had 7 days to sort it or I would be moving supplier. They cherish my custom so much the have not bothered to reply. Do not touch them, they are rubbish. I now owe a bill I cannot afford even though I still don't know how much it will be by the time they get the problem sorted.
I applied to switch my dual-fuel (Electric and Gas) from eON to NPower early December 2012, after many chases with no correspondance I finally had a welcome letter in March 2013 from nPower, but noticed it was for electric only!!
After many more chases I was told they had computer system problems after a change to a new system and the gas was "stuck".
They quoted another 40 days to get the gas online!! (still on-going today).
That would make it over 4 months to get me switched! In the meantime I have no dual-fuel discount and my gas is still with eON on out of contract prices!
I am losing a load of money on this switch and wouldn't recommend NPower at all.
Zoran Radivojevic found this review useful
I have been bombarded by non sense letters asking to pay bill of an address that I have never lived at neither I have even been to such place. I guess their customers has disappear and they found my details with same name so they decided to pass my details to debt collection agency. It is horrible that numerous calls has not stopped them from writing to me for paying service I never USED! i will take this matter with RELEVANT department so this company can pay me for causing me massive inconvenience! SCAMMERS!
Their bills are so confusing that you need an engineering degree to understand them.
They waste paper and damage the environment sending out glossy leaflets that ramble on about nothing with stupid cartoon style imagery.
Their prices are only high because they are badly managed and the executive board is greedy.
Dave Naylor found this review useful
Bizarrely npower managed to fit the wrong type of meter, an economy 7 one, they then proceeded to bill me the wrong way round.
I pointed this out and have been left with a massive debt and huge direct debit each month, but they did replace the meter!
The customer service has been good so far, but the jury is still out!
not a happy bunny, it took them 6 months to sort out our return to the house after a lengthy absence, then they billed us for an occupied property (even though noone had used any electricityin the house because we wern't living there!)
then send us an estimated bill(when they had got our readings)
then send us an incorrectly calculated actual bill! after 15 phone calls it is finally sorted but we stillhavent' had an actual apology, and all this because we were persuaded by their cheaper rates - as said by the sales rep at the door - which also turn out to be guff! great - oh well, we will be moving from them and will NOT be returning ever!
We subscribed to NPower 5 years ago when we moved.
Recently, NPower sent us an additional bill for £500, for electricity only, having allegedly under-billed us for 5 years.
They never managed to do a proper reading (our meter is not directly accessible to us, it is in the downstairs neighbours flat, but that clearly not out of reach) in FIVE years, so this is 5 years worth of difference between estimated and actual usage.
When contacted NPower, they admitted that the initial reading they carried out was "failed" (whatever that means), that they did not take any notice of the readings we regularly sent us over the years and that they did not try to ensure a proper reading in 5 years.
But clearly, such small details are not going to prevent them from billing you.
They are so sure of themselves that they immediately made noises about offering us a discount – strange: we either owe them some money based on meter readings and will pay, or else they are just guessing and i cannot see why we should pay anything.
How exactly do you call a electric supplier that cannot keep track of your electricity usage, that sends you forms to fill in and then does not take any notice of them?
I will now post this all across the board as this is frankly comical - but we are probably not alone in this case. I am looking for other people who potentially had the same problem. This is more than likely to end up in front of the ombudsman.
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