Npower rant

I have this issue too. 1600 in credit haven't been billed in forever. They sent me a letter advising the billing issue was resolved. And that as a member of the ethical billing board they can only bill me for 12 months. Over the last 4 years my annual usage has been 800 quid. They tell me the bill will be 800... Guess how much the bill was for?

1550. Woop 50 rebate.

Sufficed to say a manual backbilling is in progress, however apparently applying my well established annual usage to my account, just billing that and starting over with new readings is TOO difficult. So I am advised to wait a further 3 months to be billed manually.

In the meanwhile I've had my DD moved from 60, to 5, to 110, to 225, to 40. I had five DD change letters in one week from them.

Farcical. This backbill is the last straw then its offgem and small claims.
 
Terminal_Boy said:
Didn't work that way for us during the 2 years that Npower where the cheapest provider.

Readings provided as scheduled and our bills were incorrect almost every quarter with our being constantly charged against the wrong tarrif.
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Again the issues don't effect the majority.
We already have all the figures, works out to around 98% have no/little issues, the same as other providers.
People who have the most issues are people on Economy 10 meters, as the system doesn't support it, other providers don't do it anymore because its too much of a hassle.
 
MatsyLR said:
Again the issues don't effect the majority.
We already have all the figures, works out to around 98% have no/little issues, the same as other providers.
People who have the most issues are people on Economy 10 meters, as the system doesn't support it, other providers don't do it anymore because its too much of a hassle.
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So npower choose to put people on a tariff that they can't support :confused:

How is that the fault of anyone other than npower? Fix your systems or drop the tariff.
 
MatsyLR said:
*snip*
That ladies and gents, happens multiple times a day to every single adviser in my department. That is also where a majority of the "complaints" come from. They are not legit complaints just people complaining about bills.

How about that? a rant within a rant thread! :D
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If anyone at my employer (one of the big six also) spoke to a customer like that they would be booking a formal meeting and disciplinary with the view to sacking if they can.

Utterly dire way to speak to customers, however I do know customers don't make it easy and are often ill informed or venting at energy supplies even when its not entirely/at all their fault because they are a convenient scape goat and hot topic like the banks used to be.

FYI energy suppliers do have a regulatory requirement to read/check the meter and its every 2 years at a minimum, although common practise is to try and gains access every quarter.

So telling Mr jones he is responsible for the meter reading isn't entirely true, also after so much no access visits I would hope this would pop onto a work list for someone to try and arrange a visit with the customer.....

Customers do love to take zero reasonability for their energy usage and meter readings though which is a pet hate of mine, but as the energy companies get a daily whipping for this, that and the other they have to sit and apologise even if its not their fault.
 
Caged said:
So npower choose to put people on a tariff that they can't support :confused:

How is that the fault of anyone other than npower? Fix your systems or drop the tariff.
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They should be dropping the tariff or switching the tariff. My employer has a few E10's kicking about in the legacy system but they aren't offered any more and actively encouraged to move them on to something else if possible
 
Economy 10 works perfectly at work on my systems. Even the radio controlled ones. Nolt sure why Npower offer it as an option as I didn't officially think anyone besides edf,eon and sse could do it.
 
Westyfield2 said:
What's with this? Why aren't they sending meter readers out anymore?
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I'm with NPower and we've had 2 guys out in 6 months to read the meter.

The info never gets to them though. Or, at least, the people on the phone can't see it.
 
Switching to OVO from Scottish Power was the best move I ever made. They also installed a smart meter for me, removing the need for me to ever make a reading ever again...apparantley!
 
lol npower.

This absolute joke of a company. I put in my request to switch to Ovo last week and even though its about 130 more per year I don't care. Npower is absolutely the worst company I have ever come across with the rudest customer service staff too.

Vote with your feet, switch.
 
Gilly said:
I'm with NPower and we've had 2 guys out in 6 months to read the meter.

The info never gets to them though. Or, at least, the people on the phone can't see it.
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We had that problem previously. Massive over estimation of how much we'd used (literally ten times as much). We told them the figures were wrong, could we have a recalc please. They said no, the meter had been read. I stood on the phone looking at the reading telling them precisely what it said and how my letter says it's an estimation.
They agreed to send someone out to read it.
Next time I speak to them they tell me he couldn't get access. I pointed out the meter was on the side of the house which can be seen from the road and can be accessed by the path which leads to my back gate with no obstruction. You literally can't miss the sodding thing. However they were insistent and basically called me a liar.
Took a photo from the street and emailed it to them along with a photo of my meter. Problem went away although still didn't get an apology...npower.
 
We've been with both npower and EDF. Switched to Scottish Power a couple of years ago and couldn't be happier. I enter my own meter readings every month online on the same date and immediately get told how much we've used and what it's cost. Even get some pretty graphs to go with it. Usually sits in minimal credit but if there's a few hundred sitting there then I use their phone back service instead of waiting in a queue and after a very brief conversation the money gets refunded directly back to my account which is a nice painless process and no messing around with a refund cheque.
 
darael said:
Switching to OVO from Scottish Power was the best move I ever made. They also installed a smart meter for me, removing the need for me to ever make a reading ever again...apparantley!
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Except scottish powers systems are now on their arse and if you ever decide to move supplier you will enter a whole new world of pain that makes npower look good lol
 
Pudney said:
I had someone come visit me to take my meter reading for npower a week ago. Shame I'm with Eon...
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Energy suppliers contract other companies meter readers in your area to read the meters for them. In scotland it would be very rare to see an eon meter reader read all eon customers as in some areae there may only be SSE or SPOW meter readers so they read them for Eon. It happens all over the country for all suppliers
 
We had someone out to read the gas meter when we were with SSE. They put the wrong number in and caused us quite a bit of hassle.
Now we're with First Utility they just ask for a meter reading every month, and my bill has gone down quite a bit.
 
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.
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Utter ********! I rang each time I had a bill. I complained and was assured it was correct. Then when I swapped to M&S energy (Which SSE swapped me back without consent) they FINALLY realised their mistake.

sse.jpg
 
So go on then. Someone tell me what a Bill Reversal is and why I have £5110.39 worth of them on my account since June 2012.

Bear in mind I haven't paid a bill for god knows how long. 2.5 years or so. We've been begging them to send us something through that was after a dispute around the old meter.
 
Gilly said:
So go on then. Someone tell me what a Bill Reversal is and why I have £5110.39 worth of them on my account since June 2012.

Bear in mind I haven't paid a bill for god knows how long. 2.5 years or so. We've been begging them to send us something through that was after a dispute around the old meter.
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I got this too! I even asked what a bill reversal was and they couldn't tell me.

5110.39 is some bill! Gosh I hope you wrote all dates and times down from telephone calls! e.t.c.

A reversal takes place when you were previously issued a bill or statement for the wrong amount.
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https://customerservices.npower.com/app/answers/websearch_detail/a_id/1076
 
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