written by Frazier1964 on 11/02/2016
I have been unlucky few times being with NPower. The worse ever service! Created constantly chaos with my bills. Overcharged and gave money back but 9 months later (when I was with another company already) told me they send me money by an error. Couldn't prove anything at that time was too late. Their bills are most complicated to understand bills. Will strongly not recommend to use NPower service.
written by tony90 on 16/04/2014
NPOWER,rang Npower to be put on a lower tarrif. they forget to tick a box to start my already in place direct debit AT A LOWER PAYMENT A DIRECT DEBIT which has been in force over 5 years. I hear nothing from them then get a letter saying i owe in excess of £450.(6 MONTH LATER) i ring which took 4 hours to get though and over 20 calls. they offer me ten percent off the bill i owe as THEY FORGOT TO CLAIM THE DIRECT DEBIT. I get a phone call from a mr jackson who states yes it is their fault BUT ITS MINE ALSO. I didnt check my bank account each month and should of done I apparently SHOULD go in my bank each month and "MAKE SURE " ALL MY DIRECT DEBITS ARE PAID. ( ISNT A DIRECT DEBIT SOMTHING YOU PUT IN PLACE SO YOU DONT NEED TO MAKE SURE ANYONES BEING PAID) i dont have time to go into the bank and sit for hours checking. and shouldnt you of sent me a letter stating the direct debit was cancelled ( i didnt cancel) or sent aletter earlier saying how much was owed or do i wnat to pay by bill or payment card.. NO NOTHING. instead of waiting till im now stuck with you FOR TWO YEARS TO PAY THE DEBT YOU LET ACCRUE. NOT TO MENTION YOU TOOK HIGHER PAYMENTS WTH OUT TELLING ME.then i got a mouth ful off this guy stating " well wheres the money shouldnt it be in your bank account what you done with it SURELY YOU SHOULD HAVE THIS MONEY " i had to explain what I MAY OR MAY NOT OF DONE WITH THE MONEY THEY SHOULD OF HAD. (APPALLING) GOBSMAACKED ISNT THE WORD. YES npower turn it around blame me. dont you think if i had cancelled the direct debit youd know.dont you think its your fault waiting 6 monhts to tell me. your letter state I owed you IT WASNT A BILL. YOU RALISED NO PAYMENTS HAD BEEN COLLECTED FROM YOU THATS WHY YOU SENT A DEMAND NOT A LETTER ASKING WHY HASNT ANY PAYMENTS BEEN MADE..that tells me you realised you hadnt been paid. when querying how do they check accounts that are not paid i was told by mr jackson " we dont employ people to check accounts that are not being paid OR WHY THEY ARE NOT BEING PAID VIA DEBITS. we dont have any one to do it" yes the phone calls were recorded. AND YOU SHOULD HAVE PEOPLE TO DO THIS / I HAVE NEVER IN ALL MY LIFE BEEN SO DISGUSTED TO BE SPOKEN TO LIKE THIS and to be made to feel it was my fault. I DIDNT KNOW YOU HADNT BEEN PAID AS FAR AS I KNEW YOU HAD SET UP A NEW DIRECT DEBIT. THANKS NPOWER NOW IM STUCK WITH YOU FOR TWO YEARS TO CLEAR THE DEBT SORT OF DEFEATED MY PHONE CALL TO BE ON A LOWER TARIFF., MR JACKSON STATED. " WELL IT IS OUR FAULT BUT ITS YOURS ALSO YOU SHOULD OF MADE SURE WE WERE BEING PAID. ( BUT WE THOUGHT YOU WERE) WELL IF YOU STATE ITS 50 PERCENT YOUR FAULT AND 50 PERCENT MY FAULT ... THEN LETS 50 PERCENT SPLIT THE BILL I OWE YOU...
written by dg01 on 23/10/2013
I am on key meters and didn't realise how much the standing charge is per meter, £90 per meter before i even pay for any gas or electric. As soon as i realised i went online and found Ebico who have ZERO standing charges. Bung a change of supplier through, took 2 mins online got my keys 4 weeks later and topped up what i normally would on N Power in a week. This amount has now lasted over 2 weeks on Ebico. If you put £10 on you get £10 with NO charges. If your on key meters avoid companies who are ripping you off. Usually the people with the least amount of money have key meters but are paying these huge standing charges. You dont have to. Ebico's customer service is 10/10 compared to 1/10 for N Power, so pleased i moved wish i hgad of done it sooner instead of sitting freezing scared to turn the heating on
written by on 01/08/2013
£100 discount for direct debit...not on your life they add it on to your balance....and bounce your prices up when it suits them....they make estimates....which are wrong ...complicated billing...thought they were good at first till i got my bill.......complaints department all music. you cannot make them understand what a mess they make of accounting....waste of time....foreign firm....avoid them at all costs...no principles.
written by on 12/04/2013
The title says it all. DON'T use them. You cannot achieve any request with one phone call. It takes call after call after call. I switched to co op back in January and I'm still receiving bills from N Power. Can I sort it? No. Their systems are always down or being updated so nothing can be done. When I think of the hours I've spent on the phone to them wasting my time, it makes me so angry. Take it from me. If you switch to N Power, you WILL regret it!!!!
written by on 01/03/2013
We switched to npower nearly a year ago and thought we had tied into a good deal....how wrong we were. Our plan with them started and we went 10 months or so paying them our £90 a month in gas and electric (a figure npower came up with based on the readings we had given us). One day I was looking at my bank statement when I realised that npower had taken out £400 in one month so we called to see why and were told that we were now in £1000 of dept with them and our new direct debit would be £300 a month! After many calls my husband finally came to the agreement that we would pay £150 a month, but on the time of the next direct debit they took another £400! We have cancelled the direct debit now and this month payed our £150 and are now getting letters threatening debt collectors! I think this really is the worst company ever and would not recommend to my worst enemy!
written by on 02/11/2012
Worst Company in United Kingdom.
written by raygin9 on 19/07/2012
My problem has to be near the top of the league ! key points (any other way I would run out of text) N POWER DUAL FUEL. FOUR YEARS AGO = 1 they renewed my gas meter - it stopped working 2 They ignored info from meter readers and us that its not working 3 They reduced the direct debit to a few pounds ??? don't this give a clue? 4 I kept correcting the direct debit - they kept reducing it. Finally I stop the Direct debit and make a standing order of £150.00 a month so now I know it cant go wrong - WRONG ! - N Power then say I have no payment plan - I explain I do - my own - which will work !! 5 Finally over TWO YEARS later they change the meter THE ELECTRIC METER !!! 6 Then they screw up the Electric bill by charging night and day readings incorrectly 7 Then finally they install new GAS METER HOORAY ? NO - Now the problems really start 8 I have £1500 credit- because I knew I was using gas and kept correcting the direct debit every time those Muppet's put it down! 9 Now they send me a corrected bill for loads of money on all the millions of gas I used when they had no meter (is that my fault ?) 10 I dispute this, so we have to agree a amount used - they pick a time during winter when I had family on an extended stay, I do not agree we argue I then ask them to look into the electric bill that they had screwed up at the same time, so we could agree what the final figure is. 11 SUDDENLY ITS ALL GONE QUIET ! 12 WEEKS LATER I phone up after a getting a bill for £100's and tell them I am in the process of disputing their bills, they tell me the original complaint is settled because I agreed to the resolution by not answering a letter I never received - By the way - THE £1500 CREDIT HAS DISAPPEARED INTO N Powers coffers !! 13 So we start another complaint resolution proceedure. I am now offered £400 or wso and time to pay the extra bill £34 a month extra for TWO YEARS - HOW GENEROUS - considering their repeated mistakes in operating my direct debit ended up with them ESTIMATING ! that this is what I should pay 14 I strongly disagree and want the bills worked out correctly or at least to my understanding ( you ever tried to work out bills going back nearly THREE YEARS when they tie you up with this rate and that rate and bill increases and tariff changes) Einstein could not make sense of it - let alone me ! another Tactic in N powers pocket. 15 N Power still wont answer all the questions - especially how they "allocated" the £1500 credit - So off to the "Unbiased Ombudsman" we go 16 - BIG MISTAKE ! 17 The Ombudsman tell N Power to detail and explain my bills - N Power ignore them I still haven't seen anything Then the Ombudsman tell me the £1500 went towards energy used - even though part of the complaint was that we had not agreed how much energy was used as they had no measurement of it for over TWO YEARS 18 When I ask the Ombudsman why I still have no info. from N Power and Also why was the first complaint shut without my agreement I get a letter saying The Ombudsman will deal with my request for a review ????. 19 I then get a letter (after having a couple of letters over the time span saying sorry its taking so long to deal with my complaint as the office is very busy - NO SURPRISE THERE!!) saying they have looked into it and they think that N Power are being fair in their offer. WHAT !!!!!!!!!!!!! 20 So I now have to contact the Ombudsman again and ask ... Is it really fair that the Alleged Bill has now grown to nearly £2000 (that was the last demand, 6 wks ago)AND The ONE AND ONLY REASON I have this problem is because N Power could not manage my account correctly or respond to my complaint with anything approaching common sense or accuracy. DOES THE OMBUDSMAN REALLY BELIEVE THAT A £400 REDUCTION AND A PAYMENT PLAN IS SUFFICIENT COMPENSATION FOR OVER 4 YEARS OF GRIEF AND FRUSTRATION. 21 Would the Ombudsman be happy with their finding if it was them personally and they had dealt with this for overe 4 yrs and then the one organisation that should have the power to correct and control these big energy powers - just rolls over and Rubber stamps the Energy Suppliers decision - but then who pays the Ombudsman's way ???????? SO - MY FINAL REVIEW = STAY AWAY FROM N-POWER AND THE OMBUDSMAN I will try to update with any further developements - if I can get online whilst I in jail for refusing to bow down to N Power and their lackey the Ombudsman
written by on 01/06/2012
I changed over to NPower for 1 year and they put up my charges before I even started and didn't tell me until 6 months after, even though I contacted them to say that I no longer wanted to go with them because they were not offering me the tarriff I had agreed with them. They said I had no choice but to go with them because it was over the period for changing my mind even though it took them an age to get me on there supplier. Once I had done the year I changed over to another supplier and it is taking them months to give me my overpayment money, all I get is one excuse after another about way the payment didn't go through and how I would have to wait ANOTHER 10 days before MY MONEY will go in my bank account. I feel they are keeping my money, without informing me as to why the payment has not been made. If I did not keep telephoning they would just keep it. On my last call I said I was going to see a solicator if they did not give me my money back and I was told they they could not put the money in my bank if I was making a complaint, therefore I had to say I wasn't making a complaint to get them to agree to put the money in my bank. DO NOT USE THEM THEY ARE A TERRIBLE COMPANY TO DEAL WITH
written by on 20/04/2012
Just moved house and Npower were the supplier of the new property. Recieved a bill for 1 months supply of £135. When i rang to query the bill i spent over 90 minutes waiting to speak to somebody in the billing department who then told me that she couldn't help and that if i didn't pay the debt would be passed to a collection agency. Not very helpful! I'm now with Eon and my last 2 months bills were around £50 a month for a higher usage.
written by daniellalouise on 08/03/2012
I was with Eon for years and never had any problems with them and there customer services is brilliant. Theb only reason i changed was that a rep stopped and asked me to change and they would guarentee a cheaper amount. I signed up and set up all the standing orders. I then noticed after a few months that they hadnt taken any monery so i then called and investigated that they had made a mistake which meant i then had to make this up which was fine. After 6 months the payment never went down and i called to investigate to find out that they wer enot cheaper. I made a complaint and they agreed to send me back to EOn on a transfer which meant that EON would bill me for everything and all the money i had paid Npower would be refunded to me. This amount in £900. I have called on various occasiions and been told tommorrow, wednesday next week and to be frank its not on. I am totally disgusted by this and im still waiting 3 weeks later. Im glad ive leftv them and i would never ever do business with them again. Terrible company
written by on 09/03/2011
I am a new npower cusomer by default they were the suppliers to the previous occupants. 1st it took two weeks to get my supply on, as the previous occupants had an oustanding bill nothing to do with me! I then decided because of the poor service to change supplier, NPower informed my proposed supplier i had an outstanding debt ( Not True) I made a complaint and 2 weeks later no reply
written by on 30/01/2011
Possibly the worst customer service experience of my life occured a few days ago. I'd joined up with their 50 cover plan and recieved nothing and heard nothing for weeks. I chased them up to find out when my free boiler check might happen and booked a date. I had to wait in from 8 to 5 and someone would come. At 12 I phined to see if anyone could give me a time and was promised that the man was on his way. He didnt show. No phone call, nothing. I then phoned 7 times that evening in the hope of finding out more only to be fobbed off each time with lies and the same line of "a manager will phone you back within half an hour". No one ever called. In the end I cancelled the policy and was told I get a refund. I'm still waiting for that refund and then discovered this morning that they took another payment from my account! I phoned again and it was all just the same. I give them zero out of ten for their customer service abilities.
written by on 05/01/2011
OMG I wouldn't even give N Power one star if this review was for me. Swap to them and you will regret it! Customer service is absolutely atrocious and staff make empty promises. Am currently in a major dispute just to try and get £100 that was promised to me a year ago for coming back to them (against my better judgement)! What a mistake it was to re-join them. Anyway I have seen the light now and have just swapped to a much better company! Or so I hope!!
written by AILEEN ADAMS on 20/12/2010
I was encouraged by N Power to have a prepayment meter installed after I was made redundant 2 years ago. However I secured employment again 6 months later and I asked to change to normal monthly d/d bills with a credit meter.
They refused. At no time did they tell me I had to pay 45pence a day standing charge for the meter. Last winter they left me without gas for 5 days in -0 temperatures after insisting I needed to top up my meter.
No-one listens in that company! Turned out the meter was faulty and had to be replaced and there was over £40 credit in it!!!
I now have threatened them with Ofgem and will be writing a letter to-day.
PLEASE DO NOT USE N POWER. WE ALL DESERVE MUCH BETTER CUSTOMER SERVICE !
written by on 15/11/2010
N.POWER GAS.
Left N power over a year ago because they charged me twice for one quarters gas.It took many months many phone calls all telling me it would be dealt with and I would hear back from them in seven weeks,the seven weeks would come and go,another phone call another promise another seven weeks!Finally it was resolved but a lot of stress on my side.Now the same thing is happening with the overpayment of gas a few years ago,we are owed £36.00 but had to verify things as I am no longer a customer,told again the letter to collect the money from the Post Office will take 7 to 8 weeks!My Mother who is with N Power has been able to collect her money as a present customer,she only needed one letter,my feeling is they have had my money long enough and this certainly won't encourage any one who has defected to return to N Power!
written by LAH104 on 13/10/2010
An N Power door-to-door salesperson switched my gas and electricity last year. To be honest, I wish I'd never opened the door!
I was with British Gas and thought I'd switch as British Gas didn't seem to be getting any cheaper and there was a bonus payment incentive to switch to N Power (which I don't recall receiving).
I frustrated with N Power because the guy that filled out the forms for us to switch said, "most of the other flats in this building are averaging £55 gas and electricity per month so we'll set your DD up for that ammount too." This is based on a one bedroom flat.
I liked the fact that I knew where I'd be with my bills - paying £55 per month.
Then in March 2010 I received a balance for £132 with a very confusing statement. Nothing was taken out of my account so I ignored it.
Then in September 2010 I received a balance for £128, again with a confusing statement, which I don't know how anyone is meant to understand. No other letters are sent out in industry jargon so why is it different for energy suppliers?
N Power then proceed to take £128 from my bank account - I don't even know what this is for because the letter that was sent out contains so much jargon it's as if they are trying to conceal something.
I will be ringing N Power to find out what's gone on but in the meantime if anyone has a door-to-door salesperson knock at the door, just ignore them!!
You've been warned!!
Written on: 13/10/2010
I found this review very helpful because... i also am totaly disgusted by the company called Npower. Me and my wife moved into our flat in Aug this year and there was already a pre-payment metre fitted. Over the past few weeks we have topped up £35. Ten pounds for new move then £25, out of that £25 the company took £24.86 for the use of the metre me an my wife never requested. i spoke to complaints manager about this and was rudely told that thats the way it is we only had £0.11 in emergency to use, there was nothing they were prepared to do. I also told them that ten days ago i was discharged from hospital due to a bleed from the brain in two places they told me it not there problem. As far as it went they told me they would remove the metre for£60 however last week i was told that it would cost me£90 she blatantly refused that i was given that info however all calls are recorded but i bet they wont listen to it. We are now changing suppliers. As i have just come out of hospital after spending two days in INTENSIVE care on LIFE SUPPORT i am now sitting in a freezin cold flat with severe headaches and a company that dont give a rats arse about human beings.
Written on: 20/12/2010
This guy has got it in one! NPower do not care at all. Their listening skills are non existent and all they are interersted in is acquring money whether it is legal or not. I have been waiting 6 weeks on a break down of what my meter has used since it was installed.
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<br/>I am still waiting. I am now changing supplier.
written by on 18/11/2009
Npower became expensive so I switched to another supplier - that was 3 months ago and am still waiting for £350 they owe me in overestimated bills. Each time I ring they don't know whats happened but assure me the money will be in my bank in 3 to 5 days - as you escalate the complaint they become ruder. Would never use them again and CERTAINLY don't recommend them to others. The only reason they advertise cheap is by creating new tarifs that are cheaper but as an existing customer you can't be put on the new tarif. They are criminals and should be investigated as such
written by on 31/03/2009
N POWER. well where can i start, we received a bill for nearly £400 which i nearly fainted, we only live in a small 1 bedroom flat, i rang up to query this only to be told that our bills had been estimated since 2007, i then explained that we always pay quite substantial bills we pay when the bill arrives, anyway the person was quite adamant that we should give them a meter reading which i did straight away we then received an amended bill that came to over £500 i was so shocked i rang them to say we would have a problem paying this amount straight away could we come to a payment plan only direct debit or a prepayment meter or pay over £100 every month. In the end i said could we perhaps pay half the bill (credit card) and then pay the rest with the next bill but no that wasn,t okay because we would keep getting reminder letters and then we would have debt collectors round i was so upset i banged the whole bill on my credit card and we now are changing supplier I found npower completely heartless and unmoving would never ever recommend them
written by on 17/10/2008
I have moved house 5 times in the last 9 years, and everytime i have taken Npower with me. I paid by direct debit, which was the best option for me and had no problems. Now, actually after my husband and i finally bought our first house together i informed npower that i would be moving house, i gave the date i was moving, the readings from the old flat, and more importantly the method of payment. I was told, no problem, even got a letter welcoming me to Npower. Then... I got a quartley bill. It was an amout that i wasnt able to pay off in one go and i phoned them up and asked for help. I was told in no uncertain circumstances that i would have to pay off the full amount then i would be able to set up a direct debit. Which i could not do. When i explained that i wanted a direct debit payment method, they said that they were very sorry and that it must have been an oversight but i would still have to pay off the full amount. I called them numerous amounts of time, but still they would not budge. I suggested payment plans.....no. A higher direct debit payment?..........no. Any help?.....NO. So now i have an key meter for the elctric and have just had a gas meter installed. And my house is cold. Just because of their "oversight". Once i have paid off the gas and electric bills i WILL be moving to another company.... mayebe one which will treat me like a customer and not just an account number.
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Worm's Response to raygin9's Review
Written on: 08/01/2013
This is almast identical to my on going problem! I find it impossible to keep the payment plan as you have a 3 day window tonpaybyet they say payments take 7 to 10 working days to clear so it's impossible to pay on time! I'm in my last warning with them then it's debt collection... N POWER you suck big time!!