Npower are a national disgrace. They don't want to listen to you, I hung on the phone on Friday 6th of March for 67 minutes. What ever you say they care not one jot. They live in cloud cuckoo land in believing what they tell you, you believe. When you tell them they haven't fixed the problem they cant understand what you are talking about, they told you it has been fixed they cannot be told they haven't fixed your problem. Their web page never works their IT problems just go on & on. They have an "Executive Complaints Dept" who some times write to you after months of waiting but they will not take away calls from you. Must remember that one when one of my customers want to speak to me I DO NOT TAKE CALLS FROM CUSTOMERS. What ever they say they believe they live in cloud cuckoo land. Paul Massarra (CEO) should be ashamed for taking his salary, he is useless in my oppinion and his staff cannot help you in any way, They all remind me of "The Kings New Clothes" Massarra and his staff are not worth a carrot. If the top man lost his job he would get a great pay off, why should he care? If I was Mr Massarra and read these reviews I would be ashamed, sort the problem out or hand my resignation in. From top ( Massarra) to bottom (Office Cat) you do not instil any confidence in me. Once you don't listen and believe your own publicity your going down the Gerald Ratner road. Sort it out you should be ashamed. I wouldn't give them 1 star.
BEWARE!! I'm currently being threatened with legal action for refusal to pay a £2000 a year gas bill. I am no longer a customer with this dreadful company and they still send an engineer to read my meter who threatens legal action for non access. Having contacted Ofgem - and following their advice - I made an excecutive complaint to the companies CEO and have received NO response after 8 MONTHS!!!! Having today received a bill for £650.41 I've been pushed too far and have engaged the services of my local MP and am looking to prosecute this company for; harrasement (1996 Harrasement Act) and - but not limited to; financial compensation for distress and ill health. DO NOT SIGN UP WITH THIS COMPANY! BEWARE!!
So having decided to move energy suppliers at the end of November 2013, it is now March 2014 and I am still yet to receive a final bill from Npower. Rang them in January to find out what was going on, we'll speed it up they said, it could take 45 days they said. In simple terms it's one number , minus another, multiplied by another... So really Npower how hard can it be, you could owe me money, but it's ok why don't you just hang on to it for a bit longer....
Just spent 40minutes on the phone (30 on hold) to be told that even though I pay far too much every month and I'm therefore massively in credit they can neither refund me some of it or lower the monthly payments. They will however review my account in another month??? When I questioned the response I was put through to someone who I was told would be able to help - unfortunately the person I next spoke to was an energy saving adviser and was even less use.
That's on top of a 3 month delay in changing my tariff to a fixed one, although that has now been back dated.
I applied last September to switch my dual supply to Npower online. The electricity took two months but I still cannot view my account online. I am still waiting for direct debits to be taken for the gas five months later. After phone enquiries when they used a lot of jargon saying they would sort it out they hadn't, so I put in an official complaint on 28th January 2014. I had an acknowledgement in which they told me how important their customers are to them and said they would keep me informed! They haven't and I phoned today, 3rd March to find I could get no further information. The advisers are all unfailingly polite but they are powerless to help. I ran out of patience today and switched to Ovo. Dont go there!
I've been with npower just over a year and have only just got a bill, after countless complaints to them and promises from them. The first bill they sent to me was wrong and informed me that my direct debit would also be raise from £64 to £150 which was also a mistake. I eventually got the right bill emailed to me and could find out how much energy I had used and what I had spent. I can't be bothered to take this to ofgem, as others have, as npower continue to do this to many others. Ofgem obviously haven't got any teeth to deal with this level of ineptitude. This outfit are a bunch of cowboys. I've just changed utility companies to get away from the grief of having to deal with them or wait on the phone for someone else top make false promises... Good riddance. Saving a few pounds isn't worth the hassle of dealing with these idiots.
worst customer service ever!!! tried to get through them for a week (always more that 45 minutes waiting time) and when they finally answer the phone they would not speak to me because I failed one security question. Do to a misunderstanding of the question. But the guy would not ask me the question again or even a different one.
The funny thing is that my call was the 3rd call that I had to do to try get my bills showing on my on-line account so I can pay them. All because I want to pay!!!!
The guy refuses to pass me to a different advisor and just advised to call back again. But guess what, when I called again the lines had closed early due to high call volumes!!!
This is the worst customer experience I ever had and I know a little bit about this as I work in customer service phone based!!!
cut me off when trying to call them. Ignored a final bill I had paid them and tried to charge me again. Messed up my meter so that I was no longer paying on the correct meter number. Took 4 months to try and close an account, the fact that they are still trying to invoice me after I paid a final bill is ludicrous.
After being hounded day after day with phone calls from them i decided to join because i would have £75 for doing so and relatively cheap prices. Well being on a prepayment meter for both fuels i know how much i spend so at first i was spending more than normal i put this down to winter and being out of routine. Weeks later i was spending more and more. One day i put £10 on my electric key and 2 days later i was on my emergency. This ran out before i got paid which was 3 days later. How i could spend £16 on electric in a week when i was in work i have no clue. I phoned them to find out what was going on to be told that was right. Anyways i moved supplier to a much cheaper one. Then i get 2 bills for over £100. The whole point of prepayment is there are no bills !!! They clearly don't understand this so i see a battle ahead. I am just glad i switch when i did
They de-energized my commercial property because their meter fitting company ("Meter Plus") were not competent enough to work out what meter type I had. This confusion went straight up to their complaints department and meter fitting department and I have have spent two years discussing with them what type my meter is. From a customers point of view, technical information like this is best left with the supplier to deal with. They were so inexperienced they could not even liaise with the power supply company ("Western Power Distribution") to find out what Phase supply and cut out I have.
Finally when they booked MeterPlus to upgrade my meter and reenergise my property, they "forgot" !
We have the unfortunate luck of dealing with N Power for our gas supply. This wasn't our choice as the supply was already provided through this company when we moved into our house. From day one we have had constant problems. Firstly, they were charging us for gas at the wrong address. We enquired about a quote for dual fuel, for them to think that automatically meant "yes we want it" at NO point did we agree to pay for electricity as well and they started charging us for it anyway!!! We complained but they have never offered to give us the overpayment back!!! Twice now someone has been due to come to our home to read our meter, I had to take a day off work unpaid to wait in for this, they did not turn up on both occasions, which admittedly we were compensated for, but £22 doesn't cover a days wages that I had to lose! They have let us down on so many occasions and cant seem to get anything right, they don't listen to what you're saying and they generally seem to have no idea what you're talking about when you phone customer services!! We currently have a complaint logged with them which is taking forever to resolve! We made a call regarding this a couple of weeks ago. The operator asked my partner if we would be using them as our electricity supplier in the future. My partner replied "I haven't decided yet, it depends on the outcome of this complaint" I don't believe that constitutes as him saying yes! But YET AGAIN!!!!!!! they have sent us a new revised direct debit letter now demanding £60 a month from us for dual fuel which we have never asked for!!! We rang and queried this to be told they "think" its a quote for duel fuel but aren't sure!! They generally had no idea what the letter was about and told us to contact the complaints team! Absolutely useless. We have also received a letter from them advising that at our request they have changed the name on our account. The name they are using on the account is my partners name but neither he nor I have ever made a call asking for a name to be changed, so where this has stemmed from I do not know! Probably yet another mess-up!! The stress I feel when dealing with N Power is unreal, I have never felt so angry and frustrated when dealing with a company, I do not feel they offer a good service, the customer services are generally clueless and our complaint seems to be going nowhere. I see others have contacted an Ombudsman, maybe that should be my next step, along with leaving this shambles of a company!! Don't have ANY problems whatsoever with [external reference] for my electricity, I provide them with a meter reading every month and pay my bill based on that!! Take note N Power!!!!
I have dealt with many energy companies and this one is the worst for the following reasons: - forgot to set up my gas account and lost my opening gas meter reading - did not send me a bill for 9 months despite me requesting one a number of times - made mistakes - yes, more than once - on the amount debited from my account resulting in me having to get a refund from my bank - sent me 2 different bills 2 days apart leaving me struggling to pay. Then saying that it was my fault because I sent them a meter reading - gave me the wrong information on more than one occasion on how much I should pay leaving me in debt - admitted that they have has problems with their billing system for a whole year - usual wait time for answering their calls is about an hour sometimes more - I have spent hours of my time on the phone trying to sort my account out, which is in a terrible mess and the compensation offered to me is a grand total of £28. That is how much their customers are worth. Avoid this company at all costs.
They get 1 star out of 5, purely because the system won't let me give them zero stars.
Losing a load of money with nPower during a long painful switch which is still on-going over a year later!!
I applied to switch my dual-fuel (Electric and Gas) from eON to NPower early December 2012, after many chases with no correspondence I finally had a welcome letter in March 2013 from nPower, but noticed it was for electric only!!
After many many calls and e-mails a year later I am still in the same position - they keep blaming their computer system problems.
I have no dual-fuel discount and my gas is still with eON on out of contract prices! They haven't been able to bill me since joining and have stopped me from moving to another supplier due to a debt - even though they can't tell me how much it is!!!
I have spent a fortune in phone calls to them (they don't return calls by the way!) and I have now got the Ombudsman on them and have asked to take them to court.
I am losing a load of money and time on this switch and wouldn't recommend NPower at all. AWFUL AWFUL company.
Did not pay £100 loyalty bonus Have not billed me accurately for over 9 months despite frequent meter readings Do not reply to letter of complaint Did not respond to Energy Ombudsman's ruling against them or comply with his award.
A LAW UNTO THEMSELVES. OFGEM need to strip them of their license to supply energy in the UK. 1.4m complaints in 2013? Madness. The fines aren't working. Revoke the license and send a message to other energy companies that is what happen if, like npower, they think the UK regulations are toothless and its easier just to ignore them
They added a standing charge 50p per day to my gas account blaming OFGEM, I only use gas during winter so found this expensive. On talking to an Npower advisor was assured I would be given a credit and that they would introduce a tariff or discount for low users and to wait and see. As a fool I believed this 3 months later and £50 down. I was then informed I was misled and that It didn't matter if I switched I would still be charge the same as it was enforced by OFGEM. I contacted OFGEM WHO STATED THIS WAS LIES, OFGEM in a bid to reduce tariffs confusion have enforced a standing charge but this could be set at 0p per day and not 50p as led to believe by Npower. I have switched now to a company with a 0p standing charge, and 4 months after the change in supply I am still trying to close the account. After a letter stating they had cancelled the direct debit, they continued taking it. It took four weeks to get my refund and still it wasn't all of the money. I have spent over four hours of my time sorting this out. Don't expect them to call you back as promised, do expect to spend hours on the phone listening to hold music, and then being told the computer system is down. Switching to them was the bad decision.
Npower encourage customers to use paperless billing and manage their accounts online,so why are the accounts so difficult to understand?I had to call customer services as the bill made no sense,thankfully the lady I spoke to was patient and very helpful,the figures on the account I had access to were completely different to those the customer services lady had access to.If British Gas can provide a simple easy to use web site with clear billing and information,why can't Npower do the same.I was informed that for some reason the billing service had not been working properly from November to February,so there had been a delay in generating bills,this really isn't acceptable for such a prolonged period of time.
We've had problems since day 1 with nPower - we weren't switched to the tariff we wanted, and letters from them claimed to be supplying a different address to ours. Tried to contact them - every time we phoned, the computer systems were down so our details couldn't be checked or changed, and our online account was never set up. We got so fed up with the complete lack of information about our account that we're currently trying to switch, but this keeps getting delayed as our new supplier keeps getting objections from nPower, which nPower originally claimed to know nothing about, but now say it's a mistake on their part, but can't say how long it'll take them to fix it. From past experience, I won't be holding my breath.