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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Appuling costumer service and awful value for money. On two occasions we have been lied too by two different members of staff! On the first occasion we gave meter readings when asked, on the second meter reading the computer system their end automatically changed our reading without informing us. We was made aware of this when we received a letter stating we was in over £700 worth of debt. We was promised we could never get in debt with them again as we was now on a payment plan and giving monthly readings. After many issues and upset we chose to change supplier. While the switch was taking place I contacted npower to make sure all was up to date which we was informed all is well and up to date. After chasing up out final bill we have now been informed we have another debt of £353.”

Helpful Report

Posted 8 years ago

“Worst customer service I have ever dealt with!!!”

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Posted 8 years ago

“Due to their prices going sky high against competitors, they are providing the same gas and electric as other companies I believe. They hiked my bill up to 93.00 a month I always pay by direct debit so paying has never been an issue, I switched to eon in February today I had a letter from n power saying my final bill is 227 pounds they are telling me I wasn't paying enough now someone tell me I belive this is out of order”

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Posted 8 years ago

“AVOID THIS BUNCH OF JOKERS LIKE THE PLAGUE. yOU HAVE BEEN WARNED”

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Posted 8 years ago

“Customer services are abosolutly disgusting there so eager to take money off us but when it comes to paying what is owed to us we have to fight for it. I left npower in January and am still waiting nearly 3 months later for my final bill and money that is owed to me.after numerous phone calls and online chats I am being told that I now have to wait a further 2 weeks for this to be resolved which most likely won't be.i would not recommend anyone to join npower as none of them are willing to help when we are owed money I am absolutely disgusted and disgraced with the service they have provided me”

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Posted 8 years ago

“I like everyone else on this site have had the worst experience with npower. I tried to leave after they announced that my bills were nearly doubling They have stopped my switch twice now and have hit me with a 800 pound bill despite me sending meter readings regularly and paying on time. I have been lied to by customer service they have admitted to messing up but can't sort it out ! This has already wasted so much of my time and it's not about to end any time soon. Avoid Npower at all costs they are crooks.”

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Posted 8 years ago

“Bought my house in Aug 2014, had all sorts of problems over two year period only ended when I sold the property, and even then it went on for six more months, I even had the ombudsman involved for over a year to try and solve the issues but even they had only limited success. I feel if I had not sold the property I would still be in the nightmare that is npower !!! After 59 years living on this planet npower are by far the worst company I have had the misfortune to be involved with.”

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Posted 8 years ago

“Mam passed away last year and we rented the property for a year, then from day 1 of moving to N- Power they could not sort out a simple error which they caused, giving us 10months of hell, just came off the phone to them ( 1hr 40mins call) after more reading problems. 2 complaints lodged - still no good. Worst experience ever. Will never use again.”

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Posted 8 years ago

“Poor customer service: conflicting information, take a long time to reply, difficult to get basic information. I don't see how it could be worse.”

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Posted 8 years ago

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

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Posted 8 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 8 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!!!”

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Posted 8 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.”

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Posted 8 years ago

“Incapable of resolving a dispute”

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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!”

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Posted 8 years ago

“Worst company ever”

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Posted 8 years ago

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

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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.”

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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”

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Posted 8 years ago

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

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Posted 8 years ago

Npower is rated 1.1 based on 393 reviews