This all started back in April 2014 when I was between jobs and hit a hard patch financially, and asked for my account to be frozen just for a month, which they did (I'd been a loyal customer for 10 years, never defaulted in payments). I phoned them a month later to ask for it to be reinstated, and that's when the troubles all started. Every time they tried to set up the DD, they did it incorrectly and it was rejected. I was back and forth between Npower and my bank, every month, trying to sort it out. Each time my bank gave 'Idiot's Guide To Setting Up Direct Debit Correctly', which I constantly passed on to Npower. Every single phone call, they assured me it was 'all done'. This went on for over a year, then I started making manual payments. I then got really fed up with it all and demanded to raise a complaint. From then on I was told not to make any more payments until it had been resolved. This continued for another 6 months or so, each time my monthly payment was increasing, to cover the previous failure. Then I heard nothing from them for about 6 months, and then letters arrived to say everything was fine... 'relax' (their key word-makes my blood boil). They started the process of trying to set up the DD again, and off it all went again...rejected...phone calls... etc. Last April I though, enough is enough with the constant phone calls, because I had no tracking of what was going on, and I was constantly told conflicting advice and information from the (quite often rude) advisers. I requested that all communication be by email only. I demanded to take the complaint higher, as my debt was increasing to a ridiculous amount, and it went to 'Executive Complaints'. But no matter how much I told them how angry I was, how much stress this was causing me, all they were interested in was setting up the DD. Eventually, in December 2016, they finally did what my bank had been telling them to do (cancel down the old account and reference number, and set up a brand new account, with a new reference number~not rocket science is it..), and my first DD payment came out on January 2nd. But guess what? No payment came out for February, and Npower emailed me yesterday to say the Direct Debit was cancelled (by whom??), so back to square one.. I have also received the standard letters telling me I need to pay outstanding balance of £2,100. They don't care one bit. All the times I wanted to make payments, give them up to date meter readings, them telling me not to because there was a complaint investigation. Well, they're a multi million pound company who doesn't give a damn about us as people.I have now passed this to Citizens Advice Bureau, and just praying that I will get a good outcome, and close this horrible experience for good. Why are they still allowed to trade, with so many bad reviews? Check out their Facebook page too. I haven't seen anything positive about them at all.