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

“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.”

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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”

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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 put a default on my credit file whilst my account was incorrectly billed, this saga has now on for 4 years and has affected my ability to obtain a mortgage and other products, I would avoid npower at all costs, my npower complaint has never been dealt with, please see my full story on my website www.npowercomplaints.uk Npower are not allowed to report on disputed accounts.”

Helpful Report

Posted 8 years ago

“Everything went wrong , getting bills from last property , over 4 months ago , paid bill which they reqested”

Helpful Report

Posted 8 years ago

“Any problem you have with them, take it to the ombudsman! The company has been fined millions for their bad practices already. Staff lack training. Kept giving the wrong values to me when I was asking how much I owe. I.T. issues are a definite reason behind this. Last but not least, they deliberately reduced my payments and presented me with bills that were showing how I was paying less and how I started owing them more. They had no excuses when I asked.”

Helpful Report

Posted 8 years ago

“I renewed my account last year as they had the cheapest tariff. I had a shortfall at the time about £45.00 I think and was assured that the new lower payment included this shortfall. When I read my new statement today I found that I had used 16% less electricity but still had a £44.00 shortfall and So their figures dont add up. I went on to the chatline and after clearing security including my date of birth showing I was 62. I was asked if I wanted to give the name and telephone number of another contact in case of an emergency and did I have someone else who could take the readings for me! Who the hell do N power think they are! The operative did not understand my reply that I was 62 could still read and did not need a carer, so repeated the offending questions! I still didn't get a satisfactory answer about the shortfall and the reduction in usage. So after I refused to sign up for another 12 months He signed off. Needless to say ill be looking for another Electricity supplier”

Helpful Report

Posted 9 years ago

“HIGH COURT PROCEEDINGS AGAINST NPOWER LIMITED NPower blocked my switch to OVO no less than 7 times even though the Energy Ombudsman upheld all of my complaints which included "Not blocking my transfer to OVO Energy" I then put Npower on legal notice of my intention to seek a High Court Injunction, needless to say Npower ignored the legal notice. Having then filed an Application, Affidavit and Exhibits for an Interim Injunction at the Swindon High Court the the matter has now been set down for a hearing on the 26th September 2016 at Swindon Combined Courts, Npower has now been served with the above legal papers. My advice is to keep well away from Npower as they are, for very obvious reasons bottom of all the ratings whilst OVO Energy is at the top!”

Helpful Report

Posted 9 years ago

“Set up to transfer To NPower as a dual fuel supplier around the 10th of August but by the 31st August the account progress logo hadn't moved so I called their customer service. Spoke to a perfectly nice advisor who told me the account application had frozen (technical error at their end) and she would sort it within 24hrs and let me know what was happening. Not a total surprise but no call and the logo still showed no movement. A live chat log in on the 3rd and entered into a conversation only for the customer service person to disconnects the conversation. I then completed a complaint straight away (and received acknowledgement) but no update and no account movement. Just called again to cancel order. What a shower !!”

Helpful Report

Posted 9 years ago

“Unhelpful staff. Appointment to fit smart meter incorrectly logged so I waited in for their long time slot & no one came. Missed important meeting had to cancel other things. This was their third shoddy attempt. Also conflicting bills not very competitive tariff. Incorrect meter readings. Not at all helpful when ring. This a shared experience with other friends who've had power. They must be one of worst companies I've dealt with. Deserve to loose any right o provide public with power.”

Helpful Report

Posted 9 years ago

“Had on going complaint since 2015 with erratic bills, then no bills then they suspended account in june saying I had 2 meters! Then after 11 months, of many emails and phone calls, the ombudsman finally resolved my complaint and I OWE Npower £1900, the cherry on the cake was finding out in August that they have closed my account and passed it to another provider without my knowledge! very very poor.”

Helpful Report

Posted 9 years ago

“After a year and a half of trying to resolve a bill discrepancy, I finally gave in to Npower and paid an incorrect bill. I asked for the situation to be escalated, which they never did - They took the wrong meter reading for a different house and tried to charge me for nearly three times the amount we eventually settled on! How do you make such a colossal mistake like that? After approximately 30 calls (which I had to make to them) and generic, threatening letters in the post, I finally had to give in due to their incompetence. They are the worst, most revolting company I have ever had the displeasure to be involved with. I will never ever use them again and I cannot stress enough for anyone reading this, to take your custom elsewhere. I'm now using Spark who are fantastic all round.”

Helpful Report

Posted 9 years ago

“In process of switching to npower and they have cocked it up. Now being billed by two suppliers when the idea is to save money. Now with one company for electricity and another for gas so dual fuel discount gone and two direct debits being taken from my account. Had to cancel both so who knows whats next. Total balls up so far.”

Helpful Report

Posted 9 years ago

“Long hold times, messed up billing, unaddressed complaints, indifferent staff. It's actually educated me in a new level of crap customer service that I previously believed was simply unachievable.”

Helpful Report

Posted 9 years ago

Npower is rated 1.1 based on 393 reviews