Anyone had any problems with this company promising so much yet delivering yee haw? Then to top it off when you make a complaint they agree with you but offer no compensation and demand full payment of a massive bill after telling how much they would save you.

The only things NPower have given me is more hassle and a bigger phone bill trying to sort out their mess. Oh and a nice phone call from a debt collection agency demanding payment then threats of court action or a nice visit.

*******AVOID THIS COMPANY AT ALL COSTS*****

Hi Foxy,

If you give more details of your issues, you may get some useful advice about finding out the complaints process and contacting regulators for a formal complaint, and getting them to step in to help you sort out these ......

Sparky.

FOXY2711:

As Sparky says there is not enough information to make your post an appeal for help rather than a rant but its possible to give some generic help.

Whenever you make a complaint always submit it in accordance witn the company's code of practice on complaints. If you are not satisfied, including the non award of a claim for distress and inconvenience, - and you are the judge - you are entitled after 8 weeks to ask the energy ombudsman to investigate the case. If the case is accepted the company gets hit with a hefty case fee but its costs you nothing. Wouldn't that make you feel better?

Regarding the "massive bill", in most regions NPower offers the cheapest deals so long as you remain within the tariff terms and conditions. Its quite likely given the same consumption you would have had a "massive" bill from any supplier.

There are a few NPower "gotchas" to look out for, the most obvious is no discount for 12 months. Another is seasonal weighting of primary unit rates. Can't say whether you have fallen foul of these.

As has been said we need more infomation to help (although I have a sneaking suspicion as to the problem - perhaps revolving around an initial conversation with a home energy consultant). However Npower most certainly do not offer one of the cheapest energy prices around, an article on this very site (http://www.moneysupermarket.com/c/news/new-eon-tariff-leaves-british-gas-in-third-place/0005843/) shows they're not even in the top 3 for the energy best deals available.

Kramxel:

However Npower most certainly do not offer one of the cheapest energy prices around, an article on this very site (http://www.moneysupermarket.com/c/news/new-eon-tariff-leaves-british-gas-in-third-place/0005843/) shows they're not even in the top 3 for the energy best deals available.

There are quite a few points you have misunderstood in the argument. You have quoted an article but the article is and cannot be a price comparison because prices vary by region.

I checked two regions at random. In one EDF was less than two pounds cheaper than NPower, in the other it was the other way round by slightly more. It's for others to choose their supplier but as a fact in two regions selected at random NPower were in the top 2 in both and #1 in one.

Of more importance, the price difference at the top of the table is quite small but the OP experienced a "massive" bill. I'm sure it was but that would be down to winter usage not the NPower tariff.

I understand what you are implying about the "doorstep salesman" overpromising, but that in itself doesn't make the bill "massive".

Seems to me this is just a random rant, from somebody who joined simply to make no point, except to act as a 'spoiler' for nPower. I have been with nPower for many years. Never had an issue with them.

As I have said many many times, don't use Direct Debit unless you fully understand what the process is, and the huge underpayments/overpayments that may happen over 12 months.

To avoid this problem, I wait for my (paperless) bill every quarter, then send them a reading (over the net) and then pay (by bank transfer) the amended figures for both gas and electricity. Nothing could be simpler in my experience.

Foxy2711 has made no specific complaint, except to say that the 'problem' was down to nPower, and they didn't pay compensation (for what?). In fact nPower were forced to send in the DCA. So FOXY2711 - what exactly is your side of the story, besides the fact that you didn't pay your bills?

Foxy, I have only read your opening thread. I could have written it myself - awful company. Compensation refused and reason given because we pride ourselves on getting things sorted out perfectly. Mmm, I left and they gave me twenty pounds too much - that was perfect. A few weeks later they wrote to me and said they'd given me £20 too much but they weren't going to claim it back.

THE £400 GAS BILL IS ON TOP OF THE £37 A MONTH IWAS ALREADY PAYING ON DD!!!!!!!!!!!!!!!!!

FOM THE START:

APRIL 08

Before I had my visit from NPower I was on pre-payment meters with Scottish Gas for both gas and elec. I payed £40 per month into these meters which I never fully used. As far as Ive been told this is the dearest way to pay for you fuel. Bare in mind at this time Im staying in a small 2 bedroom flat with my partner and 6 month old son.

When NPower came calling they told me that they could save me nearly £400 per year by just switching to them and staying on pre-payment(which Ive since been told by the Sales Team Manager for Scotland and the North of England is a lie). I was also told then that I by switching to NPower I would recieve a yearly £100 duel fuel discount plus a price freeze til 2011. Nothing mentioned regarding DD by then why would there be, Im on pre-paymnet meters. After changing NPower continually send out gas cards for the gas meter but the keep refusing to work so before I leave for holiday(END OF MAY 08) they send out an engineer to change the faulty meter(its always worked in the past). Anyway he arrives with 2 lines, first to change the meter like for like the other to change to a dry meter. We had decied to change to dry meters anyway so we told him to go for that. After our holidays we I tried to set up a DD with NPower but as far as they new I was still on a pre-payment mtere for gas. We then got the elec meter changed over also which I managed to set up a DD for right away. After numerous phone calls I finally managed to get a DD set up for the gas.

DD fos Elec-June 08(approx) DD for Gas-Aug/Sept 08(approx) Both for £37 per month

After this I dont think I spoke to NPower till I was moving home(JUNE 09). I did recieve a bill saying both my fuel bills were in credit. It was after I gave my final meter reading that the hefty gas bill came through the door. I also owed £77 on elec. When I calle NPower regarding this I was told thats how much fuel youve used according to you meter reading. Now Im not arguing over how much Ive used but the cost. During the call the nice lady kindly told me about the price increase they had last year(remember what the sales agent said bout prices) and that I didnt qualify for the duel fuel discount because I hadnt paid DD for a year(remember what the sales agent said and the fact I was on PRE-PAYMENT meters). So she kindly worked out what my monthly bills would have been for me according to the meter reading. Approx £43 for elec and £52 for gas. Thats MORE than I was paying on pre-payment. So what happened to my massive saving. Swithching to NPower has cost me an extra £180.

I cleared of the elec bill and made a complaint regarding the sales agaent and the lies he told me and at that time Nower told me NOT to pay the outstanding gas bill as I had raised a complaint regarding it. I had the Sales Team Manager out at my house about a month regarding an investigatiopn into the sales agent. Very nice man who told me that he should not be visiting me at the time he did and when I asked him to call back the next day he should have instead of pushing the transfer through that night. Also told me that the savings the sales agent told me I colud make were pie in the sky. Anyway he said he would be investigating further.

The next thing I hear about this is a nice call from a DCA wanting £400 form me and if I didnt pay the next step is legal acton or a nice visit. She says NPower have not said anything to her regarding the complaint.

I have NOW recived a letter a nice letter from NPower, wait for it, AGRREING WITH ME!!!!!

QUOTE:

WE'VE INVESTIGATED YOUR COMPLAINT THOROUGHLY AND AS A RESULT YOUR COMPLAINT HAS BEEN UPHELD AND WE'VE TAKEN THE APPROPRIATE ACTION.

WE'RE SORRY FOR ANY INCONVENIENCE CAUSED AND WE VERY MUCH REGRET THE ACTIONS OF OUR SALES AGENT WHICH WE IN NO WAY CONDONE.

So lets see, Ive made a complaint because they're sales agent fed me a pack of lies, they've investigated and agreed with me but never mind what he told you and that we've cost you even more money your getting nothing from us and we want our money. EHHHHH some how I dont think its as straight forward as that.

So on Thursday I spent another 40 minutes on the phone to NPower while they treid to locate a complaints manager(now getting a call from them on Monday, here's hoping they stick to it). Called Consumer Direct yesterday and theyve passed me on to the Enegry Omdsman who Ive to call tommorow. They also kindly informed me that in NO way should NPower have passed my deatils to a DCA before they had spoken to me and we ahd agreed on a settlement regarding the complaint.

So Skywalker its hardly a random rant from someone not paying there bills is it?????

Srry if I upset you by slating this great cutomer friendly company!!!

FOXY2711:

In case you haven't seen it and for the benefit of anybody who hasn't here is the NPower complaints procedure.....

http://www.npower.com/prod_consuma/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf

The right to ask the energy ombusdman to consider the complaint is explained. The important thing is that when you receive the final letter, or after 8 weeks, whichever occurs first, it's the customer not the company who can decide whether or not they are satisfied. In your case obviously not so good luck with the energy ombudsman.

Im fed up of running up my phone bill trying to get this sorted out. After again speaking to the DCA and telling them what Consumer Direct told me they now want me to call them everytime I speak to NPower, Consumer Direct or the nergy Ombusdman. I feel that since this is all down to NPowers sales agents should it not be they're responsibility to keep everyone one informed? Infact as Cosumer Direct told me my details should never have been passed to the DCA until we had both reached an agreement over the unpaid bill. A bill which NPower told me NOT to pay until the complaint had been sorted out. I wish I had read some of the customer reviews on here before switching. Dont think Ive read a good one yet!!!!!!!!!!!!!

FOXY2711:

I wish I had read some of the customer reviews on here before switching. Dont think Ive read a good one yet!!!!!!!!!!!!!

Just over year ago there was a lot of coverage of NPower mis-selling. Supposed to be sorted now but if you Google for "NPower mis-selling" you won't learn anything you don't know already.

Hi Foxy,

Good to see more info here, and that you have been vindicated by the letter from NPower, now should come the reward for all your hard work, effort, and distress on this.

The energy ombudsman should provide you with the best route to getting some compensation for this.

Don't forget to track the time and costs for sorting this out as you should be compensated (£10 per hour) for this.

Good luck

Sparky.

My outstanding gas bill would be more than wiped out if I was to get £10 per hour for my troubles.

Thanks for the help and at least I know Im not the only one being misled by thier agents.

Jalexa:

Googled "NPower Mis-selling" and read the article form the Sunday Times. It sound much the same as to what was said to me. Not that they owned this and that but just saving and benefits they offered.

I await my call from their complaints manager with interest now. It will also be good to hear what the Energy Ombdusman say when I call them tomorrow

Just to ley you all know how I got on with NPower:

After speaking with the Energy Ombdusman they told to write to NPowers Head of Customer Relations listing my complaints, everything that had gone on, what I wanted as compensation, that I had spoken to teh Ombdusman and not to contact anyone else regaring the matter. They told me to send it 1st Class recorded delivery and to give them 2 weeks to reply.

That was nearly 2 weeks ago and yesterday I got a nice letter from their executive complaints team again saying sorry for the problems they have caused and that my bill would be nil-balanced(cleared) and as a good will gesture they would refund me any payments I had made on the account. At last some good news from NPower.

PS Although it matter not now, I never did recieve my phone call from their complaints manager before sending my letter.