NPower Reviews

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“The most dreadful energy company there is”

★☆☆☆☆

written by 377Flynn on 01/10/2015

I tried to leave them in early March - they have continued to take direct debits from me so that I am owed around £600 now. They do not refund my money - all they do is ask for me to wait another 40 working days for someone from the leavers team to contact me - this is even though I left in March - 7 months ago! They continue to take direct debits from me Do not make the mistake I made in joining Npower whatever deal they have at present

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“They are bullie ”

★☆☆☆☆

written by khoka on 29/09/2015

I do not like talk against people or company but Npower is such a horrible company that I can not put into words. They have been sending me letter with threats, that I am not contacting them even though I have the proof that how many times and how long how I was on the phone for. I have been trying to sort this out but nobody answer the phone. Their customer service is pathetic and they should be shut down. I am going to complain to Ofcom and also contact watch dog as well.

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“Bullying Frightening and Incompetent - NEVER USE THEM”

★☆☆☆☆

written by StuartByatt on 26/09/2015

They made a mistake in Oct 14 which has lead to me being Black Listed for credit, regular letters threatening to break into my home to repossess goods and being chased by debt Collection agency. This is still ongoing and is affecting real life because I am unable to borrow and causing health problems for my family because of the stress of spending nearly ever lunch time on the phone trying to solve the problem. They lie. they promise and they just are unable to do it right. Never ever use this company

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Mxp2090's Response to StuartByatt's Review

Written on: 11/12/2015

I know what you mean as I have had mega problems with them but as for threatening to break into your house...I din't think so. If they did say this or you have it written down in a letter from them or any debt collector go to the police immediately.
The so called collection agencies have NO power at all, ignore them.

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“DON'T GO WITH N POWER !”

★☆☆☆☆

written by JamesRead2015 on 02/09/2015

Very much the same experience Npower have no customer skills just reading off a sheet of paper, we have taken our case to the ombudsmen which n power still have not Upheld what they were supposed to do in the time frame they were given..... they offered compensation of £75 which i think was a joke let alone all the telephone conversations which we had on the mobiles while at work and at home in the evenings.N power even fitted the wrong meter into the house and still have not rectified the issue it seems its a take it or leave it attitude.... i have worked in customer services for years and NPower are a joke..... whatever the prices are to switch please don't consider.

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“What a shambles”

★☆☆☆☆

written by grumpyyoungman on 21/08/2015

Don't bother, life is too short to deal with a company that cares this little about you as a customer. If you are looking for customer service (any), accurate bills (ha ha), refunds (don't hold your breath) and good deals (none) then go somewhere else. I would suggest it is easier to generate your own electricity and dig in your garden for a gas pocket than waste your time attempting to deal with a company that is this disinterested in you. "The system", " it is automatic", "the regulator says" are all extremely helpful when you want the money that they owe you. Just don't, unless you hate yourself, in which case go for it, you can hate yourself and them too.

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“NPower - The Worse Company Ever, Not One Apology”

★☆☆☆☆

written by Pfunkydr1 on 15/07/2015

We moved house back in October and signed up to Npower in November. When we signed up the cost seemed a little low but hey who was to argue. How ever they had hooked me in. The next quarter the bill came in and bang a huge debit in the account and so the DD was increased from £40 to £98. Ok I could see that that original one was way off. Then we move on a few months to June. I get a call from some one at Npower dear Mr X we have a problem when you set up the account the DD for the gas was never set up! I was totalled unhappy. However before hey could look into it they wanted my current readings but I was at work so they said they would ring back later that night. He also offered to look at the tariff to see if they put me on the lowest one. No call ever came in. A week later I get a call from someone who goes through the situation and says well you now need to pay £178 per month plus extra to cover the deficit left so it is now £230 per month so from £40 to £98 to £230! Aft the end he said is there anything that he could I said well two things an apology would be nice, the reply was its no body's fault sir, and then I explained that the first person who rang offered to look at the tariff and after some arguing he looked and said oh you are on the lowest one good bye. When I get home I get an alert from equifax Dr Mr X your credit rating has dropped from excellent to poor as Npower have black marked you as none payment for 6 months. So obviously the person at Npower has taken upon himself to report me to Equifax when until a week earlier I had no idea and they had not said anything. So I complained to Npower and a week later they rang and corrected the Equifax scoring but only for three months so my score only rose to good. They only offered £50 as compensation. This week my wife and I went for joint account guess what refused and what is worse they cancelled my contactless card and gave me a basic one due to the scoring. Finally after all this I went online to make sure the DD was set up and guess what there was a section saying our lowest tarriff could save you £232 per year switch here. So there was a lower tariff after all! So all in all a terrible experience after I had done nothing wrong. The person I spoke to had obviously taken upon himself to report me to equifax when I had technically not missed one payment. Never use Npower reel you in and then take you for a ride it will take months maybe years to get my credit rating back to where it was and I still owe them £500 so are stuck with them until I can pay it off

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Jamesread2015's Response to Pfunkydr1's Review

Written on: 02/09/2015

Very much the same experience Npower have no customer skills just reading off a sheet of paper, we have taken our case to the ombudsmen which n power still have not Upheld what they were supposed to do in the time frame they were given..... they offered compensation of £75 which i think was a joke let alone all the telephone conversations which we had on the mobiles while at work and at home in the evenings.N power even fitted the wrong meter into the house and still have not rectified the issue it seems its a take it or leave it attitude.... i have worked in customer services for years and NPower are a joke..... whatever the prices are to switch please don't consider.

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“Simply Awful”

★☆☆☆☆

written by Jeeperskeepers on 13/07/2015

N Power don't seem to want my money. I pay by direct debit. Every other month they cancel my direct debit with no warning and for no reason. They then send a debt collector round who is a nice bloke and sets the direct debit up again telling me that his company are terrible. We go through a drawn out process of reinstating the DD which goes out fine for one month before it gets cancelled and we start again. This time I have decided to try to break the cycle by ringing N Power. So far I've been on hold for 49 minutes without speaking to anyone. Oh joy!

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“Would give zero stars if I could!”

★☆☆☆☆

written by jbFigueroa150 on 29/06/2015

NPower have been shockingly bad over an 8 month period. Their customer service and complaints department do not operative or communicate on any level! They reduced my monthly payments ridiculously low and when I complained it wouldn't cover my useage they reduced it even further! They then put me on a 'debt management scheme' without my knowledge. When I got my next bill and saw 'debt management' I complained again, so they took £600 out of my account with no warning! They then signed me up to a new tariff without my consent and tried to tie me into another 2 years! I had three complaints running at the same time and did not have an answer to any of them! I even threatened them with Watchdog & the Utility Obudsman ... nothing! Have now managed to leave NPower and would NEVER recommend them to anyone!

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“Avoid at all costs”

★☆☆☆☆

written by McCullochna418 on 10/06/2015

I had steady service from npower with no real complaints except for when i moved house. My meter was changed some 8 months previous and this was never registered as such. This caused me to wait for months to obtain my final bill and close my account as I changed provider at my new address. After seemingly hours on the phone, official complaints and letters i have still not resolved as I write this. To sum it up, avoid using npower as their customer service is possibly the worst i have dealt with before.

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“Like being in a nightmare! Awful company! ”

★☆☆☆☆

written by Skinner58 on 08/06/2015

I only gave them one star due to their not being an option of 0. After setting up our gas and electricity to the wrong house, in 2013, we are STILL having issues. I have called them 34 times now, written to them 7, emailed enough to fill an inbox and still nowhere near to sorting out the issue. It has been, a complete nightmare. Their customer service team are incompetent, rude, aggressive and have display no knowledge, or care, about you, your account or feelings. I would wholeheartedly, go out of my way, to persuade anyone thinking about joining this awful company to NOT do it. It is a horrendous company, and I couldn't be less satisfied with anything about the service.

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“Awful customer service.”

★☆☆☆☆

written by on 08/06/2015

Npower refused to accept my final meter reading when I changed supplier. 15 Months later and they are still harassing me for money, despite my reading being accepted in a dispute resolution (mainly due to the fact that the meter was still not at their estimated reading 6 months later!). Customer services are completely incompetent. They are rude and do nothing to try and solve your problems despite the evidence staring them in the face (if you can even get through to them because of the high volume of complaints they receive). AVOID LIKE THE PLAGUE.

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“They always cunningly estimate a very low monthly...”

★☆☆☆☆

written by DonnaSmith380 on 30/05/2015

They always cunningly estimate a very low monthly payment which makes you happily believe that you are paying the cheapest existing rate. But the moment you want to change your energy provider, a nasty surprise arrives in terms of a huge bill! To make it even more confusing, they send the last electricity and gas bills separately (whilst in the past they have been always in the same bill) so you can perhaps wrongly pay two separate boosted bills by mistakes. Very disgusting, a respectable company does not do these kinds of things

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“What a shambles worst customer service ever!”

★☆☆☆☆

written by Mavericke272 on 30/05/2015

No surprise looking at other poor N Power customers I suffered the same, they doubled my direct debit within 5 months, broke the direct debit guarantee twice. 10 complaints made, 2 x registered letters sent and no replies to any of them. Just left them and guess what because they doubled my payments without consent they now owe me money, if they had just taken the amount they agreed at the beginning of the contract we would be still owed money by them but not so much. Now have to take them to small claims for my time and money owed , please make sure you do the same, it might be a painful but if we all just moan nothing will get done and others will fall victim to this company who despite their recent adverts telling you they stick up for customers ( Ha Ha!!) do the exact opposite, they don't value your custom and illegally take money from you and don't answer any of your complaints.

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“Poor customer service”

★★☆☆☆

written by Lovens on 19/05/2015

Switched because they were a saving & a "brand name". Price jumped from the originally quoted price after just one month to almost double, even although I had used accurate past billing info. It's been 3 months now since I left them & still no final bill received. No doubt they owe me money & are delaying it. Tried phoning last night- they closed their phone lines 90 mins early!!! Phoned tonight - average wait time of 30 mins, so I resorted to sending a complaint electronically. See how they respond...

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“Awful”

★☆☆☆☆

written by heTurner198 on 10/05/2015

Npower have tested my patience.... And I'm losing! No bill for months on end, incorrect and duplicated bills then received. Opened a complaint/disputed and although they acknowledged that they had messed up (repeatedly), they couldn't put the situation right and put a default on my credit report! The staff are useless and often slate npower themselves. I've switched supplier (e-on, who are much better), but npower are still threatening legal action on an account that is closed and satisfied (which they acknowledge). They are incompetent ameatures-don't put yourself through the experience!

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“AVOID N POWER! WORST COMPANY”

★☆☆☆☆

written by loismay on 01/05/2015

I was with N Power at my previous address, when we left the property we had outstanding debt with N power, we was unaware of this money that was owed, they contacted a debt collector and they got in contact with us, at this stage I contacted N power to find out what was owed etc - I had an agreement with them to pay the money monthly, they told me that they would contact the debt collector and let them know we had come to an agreement, however they never told them and then I had the debt collector at my front door! demanding money, I had to call them again and was told they would tell them, however we have since received further letters from this debt company, I will never go with N power again their communication skills are disgusting!!!!!!!

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“should be a no star option”

★☆☆☆☆

written by waldorfstatler on 14/04/2015

I moved out of my house august 2014 and thought i had settled both electricity and gas in october when after hassling them they finally produced a bill. Thought it was all settled but it turns out they had not settled the gas. They omitted to mention that. Why on earth i would settle one and not the other is beyond me. In January!! i got a bill for £40 (interestingly it was dated may 2011) i was way working for the first three months so got back to messages from a debt collection agency which was the first i heard about it Just spoke to npower who would only reduce it by £25 instead of wiping as any normal company would have done after being 5 months late with a bill - just paid it but will put this story on as many websites as possible so people understand how incompetent and inept this company is. Avoid them at all costs.

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“1 STAR TOO MANY!!!”

★☆☆☆☆

written by MrMillsy on 08/04/2015

moved into a new house in June 2014, up until today I still haven't received a bill. it has been problem after problem, firstly the opening reads given to them by British Gas, they couldnt get right and apply to the account correctly, took them 6 months to get the account correct and the serial numbers for the meters confirmed with thier "bak office team"!! I was expecting a bill in december in line with their direct debit 6 month billing cycle, but could see online, bill wasn't going to be generated until April 7th 2015, rang to be told that there was a problem with the account and there was nothing they could do!? Bearing in mind, this account was a brand new account, with a new house, with opening reads given to them, bi-weekly meter readings sent to them by myself, and yet they still couldnt generate a bill. 7th April came, SMS received to say there was a problem with the account (surprise surprise) and they would fix asap. log in to online account to see next bill is due 1st July!?!?!?!?! Rang to find out why this was, billing department rang their complaints department who fixed something on the account which was apparently minor. Cue the complaints department swapping the elec and gas readings round, screwing my bill and the past 10/11 months of meter reads gone! Only found they had made the mistake of swapping the reads round when I asked why I owed them £225, after working out I owed approx £600, account in credit by £850!! Rang back after getting cut off, to be told by billing that it would be 10 days to investigate (their) mistake on the account, after speaking to the web team and speaking to a very helpful person, readings have been rectified today and bill should be generated 3-5 days. After all this, this is no way to, A) run a business and more importantly, B) treat your customers. There's no excuse for the ineptness on N-Power's behalf and all the apologies in the world cannot make up for being left in the dark, not knowing whether you've over/underpaid your bill. bearing in mind these show up on your credit scoring, its extremely important they don't mess anything up. The £50 exit fee per fuel is looking extremely attractive as I'm not sure I can hack another 2 years with N-Power. Avoid like the plague!!!

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“Not a hope in the bowls of Hell of getting my business”

★☆☆☆☆

written by Allisonbu158 on 07/04/2015

Mr Beamer Wong, A guy phoned me up and it was an young male Asian voice and so I thought this is going to be fun. He wanted to sell me gas and Electricity. Having been in Northern Ireland for the last 10 years I know all too well Energy suppliers here are about as rare as an honest politician. So I spelt out loudly; Beamer:"Am I right in understanding that N-Power supplies to Northern Ireland. He replied by simply and ignorantly saying Sales Boy:"yes I understand this is an Island, it is my headache to supply energy to you!"(LOL good luck with that.) So he proceeded to ask me of my meter readings which I obligingly gave to him, but stopped short at the bank details. He demanded to get my bank details before he even found out whether N-Power had a tap in the supplies here. I am not a racist but I was trying to let the poor man down easily. I couldn't get energy off N-Power even if I wanted to because we are not on the mainland. But these sales guys just don't get a clear message. As thick as the fly head butting the window.

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“I have had nothing but trouble with N Power they...”

★☆☆☆☆

written by Tony Palmer on 27/03/2015

I have had nothing but trouble with N Power they illegally doubled my direct debit from £44 to £96 a month even though I was £500 in credit. They promised last November to give me this £500 Back. Ive Left NPOWER THEY OWE ME £290 CAN I GET IT BACK NO WAY I am spending hours on the phone and chat to be just given more LYES LYES LYES THIS COMPANY IS GERMAN AND SHOULD BE KIKED OUT OF THE UK THEY ARE JUST CONNING US

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Asked by karimyalapolo on 15th July 2014 Report this content
I'm a student client of NPower during the last year. After closing my account a month ago with a credit of £560, they told me they will get it back to my account in a few days. I've messaged them several times about it because I haven't received my money back, and I haven't received an answer. What could I do? Thank you.

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Answers (7)
Report this content mahgnibynot Written on: 15/07/2014
Npower were a absolute nightmare when I changed suppliers and tried to get my due refund last year. I found it was a total waste of time phoning and was fobbed off with all sorts of different excuses. In the end I managed to find these details to contact executive level complaints which got things moving once I threatened them with the Ombudsman. This was May 2013 but hopefully the email will still be the same. Good luck!
Report this content DaveWBrown Written on: 15/07/2014
Hi, I recently left NPower because of their atrocious billing problems - well reported in the UK media. I too suffered the lack of communication and eventually voted with my feet. You may have to be patient, complaining to the toothless regulator will get you nowhere in my experience - even if they have strengthened their hand they are likely swamped with complaints. I would try embarrassing NPower (not sure that is possible) on social media, although I found it difficult to find customer complaints on Facebook (well hidden I suppose) although I am no Facebook expert. You could also try Twitter - I did see one conversation on there (I am not on Twitter) regarding help retrieving a cheque for someone - tag @npowerhelp. I'll be interested in hearing other solutions as I too have suffered at their hands. Good Luck, I really hope you get this solved - and quickly.
Report this content dors01 Written on: 15/07/2014
You need to call them and record the call, possibly on your mobile, use saynoto0870 to find a landline number for them. But keep calling them, and also invoice them for the phone calls and time you have spent trying to get this resolved. The key here is to keep at them and don't let them forget about you, but always ALWAYS be polite to whoever you speak to and explain clearly exactly what you want them to do. I know this is probably not what you wanted to hear but it's the best advice I can give having dealt with many useless customer service agents not just at Npower but at many different companies.
Report this content jenros Written on: 15/07/2014
Complain to the Energy Ombudsman and let npower know. Alternatively put in a claim through the small claims court against npower, dint forget to add interest to the amount your are claiming as well as inconvenience and distress.
Report this content Fireplaces Written on: 15/07/2014
Hi, I would send them a recorded delivery letter, stating all the facts and stipulate that despte previous assurances you are still oustanding the amount due and therefore you will give them 14 days to refund in full or you will raise a claim in the small claims court and any incurred fees will also be recovered. I would also state that they should also forward an additional amount to hat owed to cover any lost interest and for all your costs and inconvenience. Good luck.
Report this content MrRee Written on: 15/07/2014
Give them 10 working days to refund your money - do this in writing to their HQ Address - say that you reserve the right to take legal action to have your money refunded. Check that you have all the evidence proving, beyond doubt, that they owe you the money and then take out a County Court Summons on them in your local Court. The claim will include your costs - they will refund you rather than attend Court. It's really simple to get justice, just follow the steps and make sure you have everything in place. Good luck!
Report this content eracdave Written on: 15/07/2014
forget mailing - get on social media and put your situation in the public domain - Tweet or Facebook. time to put a stop to their complete disregard for their customers financial situation. good luck
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