Npower rant

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Soldato
Joined
18 Oct 2002
Posts
21,347
Why can't npower get their customer billing sorted ?!?!

This year they have adjusted my monthly gas and elec bill numerous times; changing it from £50 pm, up to £130, back down £65, then back up to £92.
Today I get a letter from them informing me it's going up to £245 pm. Despite being over £300 in credit and submitting monthly meter readings so usage is tracked accurately.

I'm lucky enough to be in a position where this crazy billing doesn't affect me but there must be people out there whose lives are affected by this.
 
Yes its a mess.
I work for npower, the monthly dd billing just doesn't work correctly.
The best solution is to go onto qvdd quarterly as this wouldn't happen then or change supply
 
They haven't even charged me for 2 years now, they have consistently failed to understand our problem with them. We were over £700 in credit and they doubled our monthly bill twice in 2 months to nearly £400 - in the first of those months we were away for 3 weeks of it with the boiler switched off! Every time we speak to them the individual adviser tells us they understand the problem and that they can see what has gone wrong, and prkmises to come back to us when the issue has been rectified.

We've never heard from any of them again.

The regulator is failing us too. I'm desperate to move but whilst we have an outstanding bill I'm told we cannot.
 
We got into about £200 credit with them so they send a letter dropping our DD to something stupid like £5 a month, we rang and got it put to £40, they sent a letter dropping it to £5. This happened about five times with loads of promises on the phone that it is now sorted and wont change.

We're now about £100 in debit, utter knobs.
 
Gilly said:
They haven't even charged me for 2 years now, they have consistently failed to understand our problem with them. We were over £700 in credit and they doubled our monthly bill twice in 2 months to nearly £400 - in the first of those months we were away for 3 weeks of it with the boiler switched off! Every time we speak to them the individual adviser tells us they understand the problem and that they can see what has gone wrong, and prkmises to come back to us when the issue has been rectified.

We've never heard from any of them again.

The regulator is failing us too. I'm desperate to move but whilst we have an outstanding bill I'm told we cannot.
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Ring them up, speak direct to the complaints dept, assuming you have a complaint open otherwise raise one, if you have one open advise them they have 10 working days additional to the time they have already had then advise them you want the complaint deadlocking and goto the ombudsman
 
They just upped mine from £57 a month to £134 a month instead.

Plus they have our readings the wrong way round, they owe me about £400 since last Christmas & every time I speak to them they ask for a new metre reading, I provide it but it takes them 3 weeks to get back to me and by then they want another!!!!
 
I know everyone slates British gas but I get an email every month asking me to submit readings for both Gas and leccy, they then work out the bill for the exact amount used.
No variable direct debit, just the exact amount. and to be honest I don't think they work out any more expensive than anyone else.
 
HybridX said:
Ring them up, speak direct to the complaints dept, assuming you have a complaint open otherwise raise one, if you have one open advise them they have 10 working days additional to the time they have already had then advise them you want the complaint deadlocking and goto the ombudsman
Click to expand...

We have a complaint open and I've spoken to the complaints department 4 times (I have the names, though that's no use at all as you can never speak to the same person and the new person doesn't acknowledge the name you give as having spoken to previously).

Deadlocking sounds interesting. I'll look up what that means, as it's not a term I'm familiar with.
 
Same issue as you Gilly, almost 2 years with no payments taken. Each time I spoke to someone they tell me I'm "eligible to speak to the affordable repayments department"....that's nice, they are the department I have already spoken to and have failed to setup the payments I agree with them.

Last person I spoke to confirmed there is an issue on my account which is why they have not setup the DD, and someone would call back in the next couple of days. That was 2 weeks ago and I'm done talking to them. Just created a standing order and as soon as the balance is paid off I'm out of there.

At least the last call he says they have frozen my account in terms of the outstanding balance letters so at least those threats will stop now.
 
I was with Npower last year and enjoyed their retarded billing system too... We were in credit the entire year, but they kept changing the monthly price, seemingly without reason - one month £5 the next month £120. This was particularly annoying because there were four of us putting money into a bank account for bills, so when they randomly hiked the rate we all had to make sure we put enough in or it would run out of money. And of course when questioned about this, customer services just asked whether maybe we'd been using more hot water or heating than last month.... Sure, of course we must have increased our consumption by 2400% in a month :rolleyes:. (checking the meters confirmed that we hadn't).
 
We had a similar issue, they upped our monthly dd even though we were using less than the previous estimate. We've only just finished going through the ombudsman and got a £75 goodwill gesture from npower. Now moved to OVO where we pay half as much as npower thought we should, whilst still being in credit.
 
I moved from npower for this reason, being in credit then bumping up payments dramatically with no basis (I was also submitting actual usage frequently). They would also not change my DD down until I actually submitted as a complaint.

Once my product was up I left,
 
I work for SSE, the billing system we use is sheer modern perfection. I simply do not understand how Npower does this! I say give SSE a go.
 
bemaniac said:
I work for SSE, the billing system we use is sheer modern perfection. I simply do not understand how Npower does this! I say give SSE a go.
Click to expand...

Its because we have a really poor version of SAP (our front end system) that was cheap and doesn't work correctly.
 
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