Npower Reviews

Name: Npower
Address: -, - -, Peterlee
Rating: 1.14

1.1 Rating 393 Reviews

3 %

of reviewers recommend Npower

1.1

Based on 393 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Avg Email Response Time	2 minutes

About Npower:

npower is one of the UKs leading energy companies providing gas and electricity to over 6 million customers.

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Npower 1 star review on 22nd November 2017

Doinita

Anonymous

Anonymous // 01/01/2019

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“The npower app is an absolute joke, it I hade known it was going to be so bad I wouldn't have joined them”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“I wouldn't even give them one star! Absolutely shocking company. Takes 40 minutes plus to get through on the phone! They charged me from 14th December- 27th December for my final bill yet I had moved out of the property on the 19th December! So they have charged me for 8 days that I wasn't even there for!!! Absolute joke. I would not recommend these to anyone!!!”

Helpful Report

Posted 7 years ago

“Npower created a dual fuel account on my property in a false name and when I complained the wouldn't discuss as I was not the named account holder. They misled the ombudsman and admitted they had supplied another person with my personal data. They said I had supplied meter reads so they must be accurate, in fact their bills clearly stated they were Npower estimates. They expected me to pay the charges on the false account and just changed the account name to mine thus compromising my rights under the data protection act. I have now reported them to the information commissioner's office for breaches of the DPA 1998. A truly appalling company which does not deserve to be in business, Was the most complained about energy supply to the ombudsman in 2014 and 2015 with an average of almost 300 new complaints a WEEK.”

Helpful Report

Posted 8 years ago

“Incapable of resolving a dispute”

Helpful Report

Posted 8 years ago

“Our problems have been going on for 4 years now. Firstly, they got us to switch by fraudulent claims about usage. Then our bills were sky high and we questioned this. Then the bills stopped and they demanded over £3000 from us!! We had heating engineers out who said our meter may be faulty. This was endorsed by the national grid. N power more or less forcibly removed our meter and claimed it was OK!! Yet our recent own readings prove we are using almost less gas than we were before. Each time we ring them we are lied to. At one stage they requested the number of the new meter which I had already sent off. The operative demanded I give it to her and, as I have arthritis I couldn't get up off the floor again. My husband is registered disabled and they really don't seem to care that they are pushing us to the brink by their lack of organisation and fictitious bills. Meanwhile, we can't migrate as until I'm well enough to write to the Ombudsman they say we still owe them money. WORST energy supplier EVER!”

Helpful Report

Posted 8 years ago

“Worst company ever”

Helpful Report

Posted 8 years ago

“A terrible experience, never ever use them. The worst customer service.”

Helpful Report

Posted 8 years ago

“I used to have an ordinary quarterly bill with N Power, but they kept getting my bill wrong which reached a peak when they nearly gave me a breakdown by sending me a bill for £5,000 for a one bedroom apartment. No that isn't a typo, it's five thousand Pounds for a quarter. Then on the phone they tried to blame me for not taking a reading, so I couldn't take any more and asked them to put in a pre paid meter. I didn't know the government were about to fine them for doing similar things to other people. Then one day I tried to top up the meter in the only shop near me with a pay point, and it didn't work. The key had been deprogrammed for some reason. N Power told me all I had to do was go back to the shop after an hour with the key and number they gave me on the phone and it would be reprogrammed, so I went to the shop and they said they didn't know how to do anything else than top it up. I phoned N Power back and as the phone line would be closed soon and my electricity had gone off I said it didn't work and could they tell me where I can pick up a new key as it might be easier than what they said before not working. However they told me that I should go to another shop miles away to still get the key reprogrammed and that shop would be open until 11pm. I said that I think there's a shop 8 miles away who do new N Power keys that's open until late and I can drive there, but they said they didn't know any places further than 5 miles away. Then she was blaming me for letting the meter run out, so that brought back memories of when they tried to blame me for sending me a bill of £5,000. I went to the shop in the village they told me was open until 11pm but it had closed at 6 and I still didn't have any electricity. I sat in my car crying at the thought of not having any power and it was going to be below freezing that night. As a last desperate attempt I thought maybe I would go back to the first shop and try again, but it still didn't work to reprogramme the key with the number N Power gave me. Then I got the manger of the shop who said I could use a key they keep for another company and use the number to programme a new key, as I asked N Power in the first place to do but they told me not to get a new key and reprogramme the old one instead. So after hours I managed to get a new key thanks to the shop manager knowing what N Power didn't. I only changed to a meter because I thought it would save me from the useless customer service being cocky and blaming me for their own faults. Yet even with a meter they're useless.I think it's about time I changed company. Plus even with a meter when they send me a summery of payments it says I owe them money with a pay slip, and when I phoned to enquire what that means, they say it always says people owe money on a meter when they don't.”

Helpful Report

Posted 8 years ago

“Firstly i never signed for my contact, the word yes on the phone tied me into a contract, they have never seen my signature on a form, i had 5 letters threatening to cut me off if i didnt switch after i said the word yes on the phone, and more threatening letters after they cancelled my direct debt for no reason and then blamed me, this happened twice, complaining to them is pointless as no one will listen to you and what they say goes, if i could rate lower than 1 out of 5 i would, 0/5 would be my answer after the way i was treated”

Helpful Report

Posted 8 years ago

“Incompetent. The customer service is non existent. I wish there was a 0 star option. Stay well clear.”

Helpful Report

Posted 8 years ago

“Npower takes huge payments directly out of my account!!! I live in a small flat in london and dont use much energy at all. I have done meter readings and they show I use about £30 worth of energy a month. Npower and I therefore agreed to set up a direct debit charging me £30 a month. All of a sudden, I get bills of £151!!! This is much more than I use. I spoke to Npower, they apologized, and reduced the direct debit again to £30. I however had to go through hazzles with my bank to get the funds back. A couple of month later, Npower again takes out a huge payment of my account -- £148!! I cant believe this is happening! I have agreed to a direct debit of £30, and Npower is abusing its privileges and rights by -- without warning and justification, increasing their payments. I warn anyone who reads this to check your Npower bills carefully. This is in my opinion unethical, highly unprofessional and borderline fraud!”

Helpful Report

Posted 8 years ago

“DO NOT USE NPOWER IF YOU EXPECT TO BE PROVIDED WITH GAS OR ANY LEVEL OF SERVICE. I cannot warn people away enough. I am now left with no heating or hot water in 1 degree frost and have no idea when this will be resolved, as my myriad complaints and requests for assistance on twitter, facebook and npower's own complaints form result in replies days later that make no sense and do not help at all. When you then reply to clarify what on earth to do, you have to wait another two days for reply. Which again does not help or makes no sense. I have never encountered such appalling service at any company in any industry in all of my 35 years. I will be transferring to another supplier asap. Unfortunately this can take a couple of weeks so will be left with an uninhabitable home through 2-3 weeks of winter. Perhaps I should stay in a hotel and invoice npower?”

Helpful Report

Posted 8 years ago

“Very very poor customer relationship building. Two complaints about bills and the estimation system that they have put me in hundreds of pounds of 'debt' to Npower. After resolving the first complaint and Npower advising on the 'correct' monthly bills, I then received a further bill for another few hundred pounds because of incorrect estimation and the guy on the end of the phone even agreed that it was a 'service error' to which the standard reduction from this wrongly billed amount was £25...shocking service...have now switched.”

Helpful Report

Posted 8 years ago

“I wouldn't even give 1 star if there was an option!!! We signed up with NPower after moving into a new flat last year. From the onset, the billing was very confusing. The website and the paper bills are packed with jargon and fine print and it's nearly impossible to make sure you are being billed correctly. We finally decided to switch suppliers and that's where the real trouble began. We got a final bill for nearly £300 when our monthly gas and electric all year had only been around £50pm. When I called to question the issue, I was told that this was the correct amount. I spoke with 3 different agents and used the online chat 2 times as well and continued to get the same unhelpful response. Everyone I spoke to agreed that this number seemed extremely high compared to our normal usage, but insisted that this was, in fact, the correct amount and there was nothing else they could do for me. Finally, on my 5th interaction, a customer service person suggested that perhaps our ending meter read was incorrect. When I investigated further, I found out that they had taken an "Estimated End Read" and that, indeed, it far exceeded the correct number. At this point, our new company needed to work with NPower in order to calculate a new estimated end read. We were told this could take a few weeks to sort out. I informed NPower of the issue and they assured me that they would put the account on hold while the issue was resolved so that my account wouldn't be passed onto collection agencies. Unfortunately, this promise was not kept and a week later I started receiving texts, phone calls, and letters from collections agencies. I called NPower and they said that, unfortunately, the account had already been passed to the collection agencies and I would have to deal with them directly. They gave me a phone number to call and it was THE WRONG COLLECTION AGENCY?! So I had to find out myself which agency had our account and try to sort it out with them. This went on for 2 MONTHS!!!! To make matters worse, NPower gave our electric bill to one collection agency and our gas bill to a different one!! So, for 2 months, I called the collection agencies, NPower, and my new supplier trying to stay updated on the progress of our account. Even though I reported the issue to all parties, I continued to get late payment notices and the collection agencies told me that NPower was adding additional administration fees to my debt as the bill was still not paid!! Finally, the new estimate was agreed upon between NPower and my new company, but it still took NPower ages to send me a final bill! I even called them personally to give them the new estimate as I was told by an NPower customer service rep that this would help to speed up the process. Every time I called NPower, they seemed to have NO RECORD of my previous phone calls and so each time I had to explain the entire predicament. When I finally got a new bill it was still higher than our average bills had been, but at this point I just wanted to be done dealing with NPower. They sent me some weird card with crazy instructions on how to pay off my final bill. The final bill looked like a child's math homework with all these bizarre calculations on it. I'm still not confident that it was correct. All in all, NPower were extremely unhelpful and unorganized. I have never had such a horrible experience. Someone actually tried to call me to ask if I was satisfied with my experience and if my issue had been resolved - but he also had no idea what my issue was and had no record of the proceedings!! I WOULDN'T RECOMMEND THIS COMPANY TO ANYONE!!! I am always polite, organized, and respectful of customer service representatives. I believe this company has a deep-rooted organizational problem and therefore customer service workers are left floundering - unsure how to properly resolve people's issues. Be warned!!!”

Helpful Report

Posted 8 years ago

“After a 12 to 14 month nightmare with N-Power I have finally moved to another service provider. Two official complaints, hours and hours of phone calls every other week and with only the same response,,,, I am sorry but there's notting I can do... Days wasted waiting in for missed appointments, days wasted on the phone when I add up the hours calling / holding and talking to call centre staff who clearly don't have a clue. Not the best utility service provider in the UK or else where in the world as I have experience with using and working for for some of the worlds quality providers. Over all a very poor outfit.”

Helpful Report

Posted 8 years ago

“My ADVICE TO ANY ONE DO NOT USE N POWER THERE IS NO BODY THAT NOSE WOT THERE DOING THERE SHOULD NOT BE EVEN BE IN BUSINESS THEY COULD NOT RUN A P--S UP IN A BREWERY”

Helpful Report

Posted 8 years ago

“npower acted just like a theft! npower charged me more than £300 for nothing I used. The corresponding statements were duplicates of others which I have been charged already. My account on their website is in an absolute mess - many statements and many cancellations - very, very difficult to work out what readings were used and from when to when. Phoned them and spent more than 2 hours on phone, spoke to 3 persons. At first try to deceive me, then finally admitted there were mistakes but didn't know how it happened. Logged an complaint and waiting - Angry! If not for my patient and a big effort, I would be robbed for the money - very difficult to find out. Because I have been paying by direct debit, and all payments were taken off from the balance.”

Helpful Report

Posted 8 years ago

“The most useless customer services ever. Will blatantly lie to get you off the phone. Left a house with no gas and then no electric through their own fault and failed to fix it.”

Helpful Report

Posted 8 years ago

“Administratively appalling, so many times I have tried to get a meter exchange, with three completely messed up appointments so far. Avoid them like the plague.”

Helpful Report

Posted 8 years ago

Npower is rated 1.1 based on 393 reviews