Npower reviews

Npower reviews

Very low
0.8
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
87 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Absolutely Hopeless

I have lived in my new built house 15 months and have £920 in credit i have been promised an itemised bill 5 times over this period by their lying staff .I have asked for my credit back ,Now i feel i being ignored so my only option is to take them to the small claims court ,Watch this Space
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

It defies belief that a company this size can operate so appalingly

Where do I start? Moved house and informed NPower we were now occupiers. Provided all the info and meter readings. Started to get letters addressed to 'The Occupier', stating they hadn't heard from us. Called them up and was told delay in setting up account, ignore letters. Letters to 'The Occupier' all of a sudden become aggressive, stating they have a right to force entry into my home to get meter readings/ cut off gas and electricity as they hadn't heard from me. Another distressed phone call and told to ignore them and apologies for taking several months to create our account. 2 months passes by. I start getting letters both in my name and to 'The Occupier', with more warnings about force entry into our home. Told to ignore them and assured they would stop...they did, for a little while! Several more months and I notice that direct debit payments not being taken as set up as I'm getting nasty ltrs stating I owe money. Another phone call and after much confusion, Npower confirmed they had opened two accounts, and closed the one with the DD details......oh and we now owe them money and they need to put us on a payment plan!!! Things settle for a while and I try to set up online account management.......Computer says no. Just get messages stating there has been a problem with creating the online account, no explanation why. Called to mention this several times but message not getting through, I just get an apology letter, but no solution. All of a sudden i find that my statements are now paperless (not requested), and I miss the fact that they've doubled by DD. When I call the rep his first comment is that prices have gone up (what DOUBLE!). I point out this obvious fact, along with the fact that my energy usage hadn't drastically changed to warrant doubling my payments, but no real response. Amazingly I'm told then that he can calculate my DD back to what it was?!?! Funnily enough, I then get a statement through the post (first for quite some time), stating what I knew, I am several hundred pounds in credit, and that's in April after the heavy winter usage!!!

I'm exhausted now and the above is just the highlights. If NPower was a restaurant, it would of been condemned, heavily fined and closed down along time ago!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Scam Artists

We have never been customers of NPower. We had received several letters addressed to the 'Occupier' and had been recycling them, assuming they were marketing. Decided to open one so I could get in touch and tell them to stop wasting the paper, and saw a bill for £350 and a notice that Npower were going to court to get an order to FORCE THEIR WAY INTO MY HOME.

I immediately called them up, finally got through and explained that I did not have a customer number because I had never been a customer of theirs. I informed them of the letter I had received, and made it extremely clear that I was both furious and (obviously) not going to pay.

Wasted 30 minutes of my evening, and I'd like to know how many people are fooled by these false bills. They should be prosecuted.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Wouldn't even give them 1 Star!!!

It's only that I went online that I noticed that they weren't going to bill me til August 2014 (last bill was November 2013) my only guess was that they were hoping I wouldn't notice that they had put me on their "standard" (I.e. Most expensive) tariff in January and could keep billing me full whack and I wouldn't notice. It was then I decided to leave. Been waiting 2 months for a final bill. Was told the final bill will initially take 28 days to produce after they receive the final bill readings from my new supplier (not good enough to come from me - even though this has been fine for the last 12 months)
Then told me if it hasn't been produced by then, it would go to a "hand off" (whatever that is - the operator couldn't explain "it's too complicated" apparently) and that would take another 28 days.
So now it's been 56 days but as no one requested this VERY COMPLICATED hand off after 28 days, it'll take ANOTHER 28 days from now!!!
I stopped the direct debit and within 4 hours I had an email asking why!?!?!?!?
Ummm cos YOU owe ME money and the more I give you the longer it will take to get back!???
Absolutely diabolical service, waste of breath and I urge you to avoid like the plague!!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Terrible - how can a company operate like this?

Haven't been billed since June 2013. Basically they don't know what to charge us due to their computer issues so have just been taking out a large amount each month and storing it in their bank account. Should have known when it took 5 months to get set up.... Only reason I'm not leaving right now is I'm due to move house soon (and will never use nPower again)

Talking to customer service will get you different promises. Get told you are due a refund, but that never materialises.

Stay well clear!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Hopeless 'lack of understanding' of simple arithmetic!

Yes building up of credit may help to pay for higher bills in colder months. YES I understand that. However having £160 or more in credit in April AFTER having paid the big Winter bill NEEDS to come back to me. I will be paying all during the warmer months which builds up substantial credit and I continue to pay DURING the Winter months which contributes greatly to the big Winter bill. The money left after the 'big' billing is in excess and why do I then need to jump through hoops (28 days to 'prepare' this final 'big' bill, although a lady on line previously worked it out with given meter readings, in 5 minutes!!), including emailing to ask for the money back when they can clearly see the over-payments are in excess. Also the online bill is hopelessly out of date and no record of meter reading I have given, what's the point of having this (yesterday's) information for me to peruse? Get your act together NPower! Oh hang on, you have, that is, it's all 'protocol' couched in your favour!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Dreadful customer service

As a service manager myself I can't believe that a company that posts profits as large as NPower can have such a woefully poor customer service section.
Backing up what everyone else has said - credit balances that accumulate and cannot be drawn down but only DDs reduced - Maybe part of the profit they post is from the interest n the hundreds of pounds they seem to hold for their customers.

A waiting time of 30 minutes or more at the 4 varying times of day that I tried is just unbelievable - seriously! Words fail me - they all need sacking.

Refunding us our large credit as the closing balance, was fine, but they then came back months later to ask for more money as they hadn't calculated the final bill apparently - utter bilge and obviously an error on their part but once their machine starts there is no way of stopping it - as such we have had to pay what they claim we own despite them not being able to prove it just to avoid them taking it to collection agencies - we will now fight to get it back from them.

Mr Gareth Pickles if you believe yourself to be of director material you are very sadly mistaken. You should be personally ashamed to put your name to letters such as those you send out. You are taking personal responsibility for these actions as you are the signatory of the letter and you therefore display the lowest of professional standards, I hesitate to actually call you a professional.

The culture of a business is set at director level and this reflects directly on your leadership and you as a professional.

The poorest of companies, poor leadership, worse staff and policies. How they have not been hauled up in front of some regulating body is a mystery.

Hopefully the market will ensure these cowboys go out of business - don't give them your business and tell your pension company to pull their shares out too- it can't be too long before something as bad as this goes to the wall.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Disgraceful customer service

I can not put into words how bad my experience with N Power has been, It has taken 5 attempts for my complaint to be taken seriously and I ended up having no option but to write to to the chief exec Paul Masssara. I got a poor response from the complaints team and when I asked if Paul Masssara had read my email I was told that would never happen he was too busy. I was offered £75 to resolve my complaint but all I wanted was a sincere apology from the man himself! DO NOT use Npower unless you want to be lied to and ripped off!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Overcharged me, lied to me, ignored my letters and refuse to give a refund

I only signed up to npower after some door stop (mis)sellers promised me it would be cheaper.

Npower persistently upped my monthly direct debits and refused to cut them despite the fact that I was running up a huge credit. I was told I needed the high direct debits because they were going to raise prices in the future.

I finally had enough and last year, I changed from npower to EDF on the 27 November. I supplied both companies with meter readings on that day

I received a regular bill from npower on 21 February which showed my account to be over £500 in credit. Please note this is not a close of account bill. I rang npower to complain and ask for my credit to be refunded and I was told they needed the readings from EDF. I pointed out that they had the readings but I was told they need them to come from EDF.

I checked with EDF who had told me they had sent the readings.

I wrote a letter to npower complaining on the 4 March and so far I haven't received a phone call, email or any other form of acknowledgement, let alone anyone making an effort to sort out the complaint.

I phoned npower to chase up on the 13 March. This time I was told they had the readings they needed, but someone had forgotten to enter them into the correct boxes and initate a final bill. I was told he had done this and a bill and refund should be with me within 14 days.

On 27 March, I emailed npower's customer service director, Pam Andrews. I have received an out of office but no other reply, and still no refund after 4 MONTHS!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Horrible company

I switched to another supplier due to Npower's blatant policy of deliberately running up unnecessary credit balances. My account has now been closed for over a month and they still have not refunded the money they owe me.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

nPower, the worst company I have dealt with. Least they achieved something!

I've warned you. They are absolutely,unbelievably bad.
I won't bore you with my experiences but you will 1)wait 40 mins to speak to someone 2) not even be allowed to call as they shut the phone lines an hour early due to too many outstanding waiting calls 3)be told it needs a manager to authorise your request,and there isn't one working at present 4) never receive a call back 5) regret the day you joined. Please note, this is no joke, I have an outstanding issue that is still not resolved. Welcome to nPower, where the customer is left helpless.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Worst ever experience with an energy company.

From start to finish this was my worst experience in all the energy suppliers I have been with.

From discrepancies in the initial gas meter reading (I ended up paying my old energy company AND nPower for over 300 units) all the way to when I finally had enough and switched from them to someone else and it took over 4 months for the switch to go through and I have yet to receive a final bill let alone a payment for the credit on my account.

They ignore letters sent to them and when you try calling they promise to call you back then never do.

The company should not be allowed to trade, unfortunately in my experience with the regulator nobody seems to care.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Diabolical

An ageing computer system that was unable to produce an account for most of last year and therefore no idea how much I owe ????
A new computer system that's described as "very powerful" but it cannot produce an account either.
Telephone operators very polite but no two sing from the same hymn sheet
NOT fit for purpose - AVOID
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

45 minute wait to be told ring back with meter reading.

What a complete waste of 45 minutes I will never be able to get back. Npower really do know how to wind customers up with call waiting time and then to be told to ring back with a meter reading! Bye Bye Npower.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't answer the phone or deal with queries

Switched gas supplier from Npower to SSE in August last year. Npower put an estimated reading on my final bill that was much higher than my actual reading. I have spoken to them about 5 times now about this and I still don't have an amended bill. Every time I ring their call centre the wait time is around 30 minutes. It's now March of the year after and this is still not sorted grrrrr!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Worse company ever dealt with

Only giving one star as you have to give one.
This company is a joke basically every time you ring you wait 45mins + to get through to people that just fob you off saying they will change things and don't bother and are very rude.
Waited well over 4 months for them to give me my credit back that I requested as had been asking for well over 6 months for them to use it against next bill.
Once I eventually received credit after 2 being promised it would be in my bank in 3-5 days and no acting taking to do this I then revive a letter saying I owed them £160 and they were going to send debt collectors, needless to say furious I rang to be told letter sent in error.
But they had changed my account to quarterly bill instead of monthly like I had been on for years with out asking me, lucky I spotted this and put a stop to that.
Long story short rude staff, bunch of liars, takes far to long to get through and a rip off company!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

WORST PROVIDER I HAVE EVER ENCOUNTERED!

I joined with npower in November , after nearly 6 months with them I am astounded how completely incompetent they are! Firstly, whenever I do phone there is usually a 45 minute( or more) wait for call to be answered and ten when they do pick up they have accidentally cut me off...twice! You can imagine how happy I was with that after holding for 45 minutes.
They have assured me I had been changed to correct single rate tariff as I used to need economy 7 but after ringing to confirm this I was told it actually hadn't been done at all, despite telling them to 3 times.
I have rung with meter readings every month and they have lost them and not stored any of them. They told me someone would be in touch about changing my meter, no one rang. They told me to input my meter serial number so it could be linked to my account ....they still haven't linked it......I could go on, but I'm boring myself! In a nutshell- STAY AWAY, you will spend many precious hours of your life on the phone to their complaints department only to be ignored!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

don't go near npower

My story is too long to go into but, briefly, left previous address in February 2013. Much kerfuffle about money out of my account and was told on the phone that bill was finalised and final account would be sent. Nothing arrived. At current address have been asking for statements for this address and after a long wait a final account arrived for previous address. It bears no relationship to previous conversations. Now trying to find out what has been taken by direct debit in relation to that address and this address. Npower seem unable to provide it as I just get the usual incomprehensible bills with strange dates and nothing about credits. I don't know how to get them to respond. I don't use the published numbers and now use a direct line to complaints team - 0800 316 9581 - but they don't seem any more knowledgeable than the usual call centre people.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Terrible company

Have been waiting for a bill for nearly 18 months. Tried on several ocassions to contact them by phone only to be cut off twice after 20+ minutes. Eventually got an e mail to say because I have 2 meters (Economy 7) my case gas been transferred to the specialist meter team. That was months ago. Made a complaint by e mail; told they would be in touch. That was weeks ago. I have now tried to transfer to another company wich seems to be taking for ever. Still don't know if they owe me money or if I owe them.
Avoid NPower!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Unprofessional should be investigated by an independent body or organisation.

I am only sorry that its not possible to mark minus stars to poor performing companies like NPower.
I brought this company to my new address in Eastbourne in March 2012. What a mistake, I had previously had trouble with them ( November 2009 ), when they owed me a substantial credit of £847.98. On that particular occasion I used the services of the Energy Ombudsman, who I had little confidence with, but I did get a resolution and eventually got my money back, after causing me considerable stress in the process.

Now to the present situation. I decided to terminate my contract with NPower in April 2012. Here`s where the fun starts, following meter readings taken by me and sent to my new energy provider, I received final bills from NPower, for my electricity and gas usage, of course they never arrive at the same time, my electricity bill displayed a debit amount due to NPower, as they still had access to my bank details I expected this amount to be deducted in the process of time ( which it was ).

My final gas bill arrived on 18 June 2013 showing a credit of £671.29. I spoke to NP`s telephone adviser on 25 June 2013, ( where they claim all calls are recorded ) who confirmed the credit will be debited to my bank account within 21 days from the date of the final statement. In frustration I wrote to Paul Massara CEO on 15 July 2013, to express my concerns regarding why I had not been credited with the above sum, surprise, surprise, no reply from Mr Paul Massra.

Well, here we are almost at the end of March 2014 and NP, now considers that I should accept approximately £185.00 in final payment, instead of the original figure, which if you don`t mind, includes a £50.00 goodwill gesture for compensation for the inconvenience caused.

As most subscribers to this forum will understand this is not acceptable, they have never provided arithmetical evidence to support the revised calculation, in fact, they have sent out the revised bills stating a deliberate lie, they claim and to quote " We`ve calculated your usage accurately using up-to-date meter readings " how could they state this ? they have not entered my property in over two years.

So readers, this will not come as a shock, I am now going down the legal route to try and obtain justice, small claims court, cost so far £60.00, in addition to these costs I expect to be reimbursed for postage and printing costs and compensation for the distress this appalling company has has placed upon my self and my family.

In my experience so far, this is the worst company that I have ever had the misfortune to be associated with, the cost of being wiser after the event is a lesson I wish I had learn`t long, long ago. Potential customers be forewarned, don`t make the same mistake that I and all other subscribers to this forum have made by using this inept company.

Is Npower your company?

Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.

Claim this company Learn more

Is this your company?

Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, it's absolutely free to respond to reviews. Learn more

Claim this company

Npower Details

About this company

Join Britain's Brightest Energy Company. Save money, be green and manage your account online.

Visit Npower

Category

Npower is ranked 179 out of 180 in the category

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.