Horrible customer service, and a cowboy amateur company. Changed direct debit details with them over the phone as they do not allow it online on their app or website. I see that a bill went from paid to rejected, i called up customer service who said it was set up with the correct details the bank rejected it. I spent 1 hour explaining to them the regulations and rules or direct debits and laws in this country. Then they asked if any confirmation was sent when it was changed and i said no you have no sent anything. They then didn’t know what to do and said i have to go into the bank to allow it. I explained again how direct debits work. They are absolutely clueless. I contacted my bank and they said they have never had npower try to set up a direct or take payment which is probably why it was rejected as they have not set up anything. I called again on Saturday and after re explaining everything, the lady hung up on me. Disgusting customer service! I will be leaving this company asap, they have gone against their agreed contract as well as not following the regulations. They are trying to tell me to pay cash and i have informed them that i will not until they have solved the issue and actually stick to the terms they agree. Direct debit is set in place to prevent manual payments! What a cowboy company!