Npower

Absolutely appalling company to deal with and now trying to charge nearly £1800 for electricity we didn't use despite the fact that they were informed that we could not access our own property until we had been through a lengthy legal process to get the property back. They refused to de-energise the property without the consent of the person living in it, despite the fact that they were not getting the bills paid and now, because the house belongs to my husband and he now has it back, Npower are holding him personally responsible for all of the bills that were incurred there. Further, after a year of trying to talk with anyone sensible in Npower we took this to the energy ombudsman and got absolutely nowhere. So a bill for £1800 because Npower agreed to continue to supply power to a property and to a person that had no intention of paying any bills.

Posted by chickadee at 20:20 on 22-Jun-2010

Transposed meter readings after installing new meter at my house in April 2008. Charged me day units at night unit rate and vice-versa for 14 months then stung me with an unexpected bill at end of contract once mistake came to light when I left for cheaper tariff! Insist that as I've used the electric I have to pay! Offered me £75 as gesture of goodwill towards the bill (£300 plus!) Refused offer and refused to pay!! Next stop Energywatch!

Posted by (details private) at 23:55 on 29-Sep-2009

I was missold gas & electricity by them and the keep ignoring contact made with them by letter and e-mail

Posted by (details private) at 09:15 on 30-Jun-2009

Two months and about 7 calls and they still haven't sorted out a huge error they made on our account, which involves a significant refund, which STILL has not reached us... Despite flagging this as a priority complaint case they still handled it like an everyday case and mucked things up once again. I've lost count with how many times they've screwed us over. This is the worst company I have dealt with in a very, very long time. Except maybe for Royal Mail.

Posted by (details private) at 16:09 on 24-Jun-2009

They are totally incompetent. They are trying to extort nearly £100 out of me because they failed to reset our pre-payment electricity meter! That is legally THEIR responsibility and now they expect me to pay for their bloody incompetence!!! I want my day in court!!

Posted by (details private) at 18:19 on 27-Apr-2009

They put up my direct debit so I was paying 3 times more than I was using and wouldn't lower it. Very very bad customer service and arrogant call centre staff.

Posted by (details private) at 17:58 on 25-Mar-2009

In August 2008 I moved into a new flat (a period conversion), both Gas and Electric were with British Gas so I transferred them into my name (and to do this I had to supply both the Gas and Electric Meter Numbers AND Meter Readings). On 19th January I received a call from British Gas, the advisor said that they were ‘sorry to hear I was leaving them’, I told them I was not and they said that they received notice from NPower that I’d given them permission to take over my electricity supply. I told the Customer Service Adviser that it was incorrect and that I never tried to transfer my supply. On 19th January I called NPower, after speaking to two different people and explaining the situation, I was finally told that someone in another flat had given my address (online) and that they had transferred my supply to NPower. I was told that they would immediately issue an ‘Erroneous Transfer’ form and forward to British Gas, I was told that the situation would be rectified within weeks. I asked how someone can transfer another person’s supply without providing the meter reading and was told that they were not obliged to do so, that an address would be sufficient! On 21st February I moved out of the flat. On 25th February I called British Gas to give my meter readings and cancel my Gas and Electricity and claim overpayment (as I’ve paid by direct debit). Only tbe told that they can cancel my gas but not the electricity as I am no longer a customer and my account is closed. After a significant period of time on hold. I was told that they never received the Erroneous Transfer form so they never reopened my account. The customer service advisor at British Gas said that I’m owed money for overpayment of Gas (which they will sort out immediately) and given my meter reading I’m also owed money for overpayment of electricity (but given that I’m no longer their customer they can do nothing about it until they receive the Erroneous transfer form from NPower).…

Posted by (details private) at 15:24 on 26-Feb-2009

I am a landlord and tried to change over tenants details as I knew they would not. Impossible to talk to someone unless you are the account holder. Found even their website difficult and time consuming. Not customer friendly at all

Posted by (details private) at 15:43 on 21-Feb-2009

They dropped my payment to £2.50 amonth then after 6 months realised they had stuffed up so increased it to £250.00

Posted by (details private) at 17:15 on 16-Feb-2009

Switched to npower on u-switch about 3 yrs ago and thought i was getting a good deal. left my old address in may 2007 but stayed with npower, gave them my final meter readings for gas and electric, and readings for new residence. By coincidence, i visited my old neighbour in April '08 and was given some post sent to old address. Discovered that npower were still charging me for electric at my old address!! called them immediately and told them of their mistake. they said they didnt have meter readings.. and it got worse from there!! In short, upon looking closely at my accounts i realised they had continued to take money from my account until march '08, and continued to send us bills to our old address as if we had not been paying them at all! In aug '08 i got a final bill for £148.75 and, absolutely fuming, called them again and was informed that the matter hed been passed on to a debt collectors, and i would be hearing from them. Tried in vain to sort the matter out until in early dec i called npower again, asking to be put through to the complaints dept. This changed things slightly as the lady i spoke to was very helpful and actually found the missing final meter reading and admitted there had been a mistake. I specifically asked her if i had to do anything more to sort things out and was told repeatedly that everything would be taken care of and i need not worry about a thing. On 12th dec i got a letter from npower saying basically they owed me £256.36 and that they were "sad" that i was leaving them, but would "have me back if my new supplier didnt live up to expectations"!!! Remember, i am still a customer at my present address!!! Then on jan 02 this year i got a call from the debt collectors asking for the £148.75. I lost my temper again and explained in strong terms that i had called npower aand they were dealing with everything etc, and was told i should not have done that and had to provide a letter from my previous landlord confirming…

Posted by (details private) at 19:09 on 11-Jan-2009