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

“Avoid at all costs! They may look cheaper but the amount of time & effort you will lose sorting out their problems is not worth it. Worst company I have ever had the misfortune to deal with. Appalling level of customer service. Wanted one online account & to pay by DD & they failed miserably. I had to refer the matter to the Ombudsman which needless to say I won. The last correspondence I received was a bullying court letter stating that despite attempts to contact me I had not got back to them. This despite the numerous calls & emails to them just shows the level of incompetence at which they operate. Even after receiving letters from them confirming my complaints were being dealt with and they could not tell me what they were charging me for. Staff are useless. The management worst. Scored 1 star as I had to put something otherwise it would be nil. They should be closed down.”

Helpful Report

Posted 9 years ago

“DON,T USE THEM AFTER SEVERAL CALLS TO THEM WITH NO ANWSER AFTER WAITING FOR AN HOUR AND THE TRYING ON LINE CHAT IWAS TOLD IT WOULD TAKE 45 DAYS TO GENERATE MY FINAL BILL AFTER MOVING TO ANOTHER COMPANY AND THAT THE CREDIT DUE TO ME WOULD BE SORTED THEN WHICH WOULD TAKE ANOTHER 14 DAYS OR SO”

Helpful Report

Posted 9 years ago

“Omg I strongly advise everyone to stay away from n power! I can't believe how bad they have been!! So unprofessional. No one knows what they are doing. I lost my gas card once I had no gas for weeks and they did not solve my problem! Left me hanging i had to switch to British Gas. I would never ever go back to n power again. They are horrendous in every single way possible! They are a nightmare!”

Helpful Report

Posted 9 years ago

“The worst customer services. After a 12 month ongoing complaint I am still experiencing difficulties! Communications are extremely poor and consistently pass you on to someone else. I have even been put through to the wrong department. As soon as my billing dispute is resolved, I will be changing my electricity provider.”

Helpful Report

Posted 9 years ago

“Great at taking your money - really really bad at giving it back...... Firstly as many other customers have experienced they have increased my DD's which left me £335 in credit at the time of my changing supplier. When my final bill was generated they advised me that my bank had blocked them from crediting my bank account with the money owed to me. (my bank denied this would ever happen). They then advised I would receive a cheque in the post which never arrived.....now it's been passed to a 'specialist team' who are going to investigate why I haven't received my refund. This is going to take 50 days this is after the 25 days it's taken them to tell me they haven't been able to refund me. So basically they have £355 of my money sitting in their account earning them interest as well as god know how many other customers accounts which are in credit and there's nothing I can do about it.”

Helpful Report

Posted 9 years ago

“Absolutely diabolical. Can't even begin to describe the problems I've been facing.”

Helpful Report

Posted 9 years ago

“Avoid this company. We kept telling them that our bill was wrong and after a year we were sick of the poor service so we changed supplier. On leaving them we asked for a final bill but kept getting estimated bills so we rang them again at the beginning of September but over a month later still no final bill. Today we find out they have gone into our bank account and just taken over £800 without informing us. Straight away we phoned customer service and after constantly insisting that we talk to a manager one came on the phone, not that it did us any good a chocolate teapot is more use. After going round and round in circles and trying to explain that just going into someone bank account and taking money is theft we gave up and are going to speak to a solicitor and the ombudsman. Please do not join this company.”

Helpful Report

Posted 9 years ago

“The worst of the worst Npower system to change the meters: I ordered Npower to change the billing meter to top up meters for GAS and Electricity. First takes one and half month to book the engineer to come with 5 phone calls, first three customer service said they done the booking, but 3 weeks later, no engineer came out to the appointment, wasted me half of day. Then I call them back, Npower said the staff did not call the gas meter team to book an engineer. I was like what????? Then, Npower gave me a phone number and told me to book a meter engineer by myself…….!!!!!!! So the meter guy came, changed the meter, I thought this is done. Then, I still receiving the bill from the Npower for the top up meter!!!! Then I phoned them again, after 10 more calls and complaint, it was because the meter guy did not report back to Npower with all the information regarding the old and new meter numbers and readings, so, that why Npower charging me double!!!! First, I am not the one to install the meter, second, I was not informed that I need to report back with all the information, but end up, I need to look for all the information and report back to Npower by myself, this is total waste of time, and some of the Npower staff is just rough and impolite. At the end Npower said they will update my top up meter within 90 days !!!!!!!!!! Don’t use Npower……..”

Helpful Report

Posted 9 years ago

“NPower are the most incompetent company I have ever heard of, how they are still in business is beyond me. I rang up to give a final meter reading and get a settlement figure when I moved house in May only to be told that I was actually £43 in credit. Imagine my surprise when a month later I was presented with a bill for £248 and no explanation. They have made it as difficult as possible to get in touch with them to make a complaint and can't quite grasp the concept that they should not harass people for payments (threatening bailiffs etc..) when they payment figure is still in dispute. Take my advice, DO NOT go to NPower for any of your energy needs. Avoid like the plague!!!”

Helpful Report

Posted 9 years ago

“Angus 60% increase in direct debit, followed by excessive in credit balance, followed by APP advising no direct debit would be taken in September, followed by full direct debit being taken. Also advised APP not displaying info as it should. Asked for response to FALSE information on direct debit on APP and APP failure. NO RESPONSE in the time frame they advised. Tried contact through appropriate method in APP they advised I should contact via other method! Asked for credit balance back as monthly D/D covered more than enough, NO RESPONSE. Decided to switch user & advised credit balance would take 40-45 days to be repaid. The disrespect for the customer is appalling. My DD covered more than1/10 th of my annual projected bill!! NPower accrued 37% of my annual bill in credit.”

Helpful Report

Posted 9 years ago

“One big joke!!! I've run out of electricity and lost the meter key.Call npower (at 8PM) to get meter code so I can get new key in local shop but all help lines are closed until 8AM!!! Goodbye food in the freezer, no shower tonight, burning candles and all that thanks to you f#@%ing c#&ts from npower. Tomorrow will call BGas to change provider.”

Helpful Report

Posted 9 years ago

“Abyssmal service. When tenant left, it was found she had had a prepayment meter installed due to debt. We were unable to get any energy at all without acquiring from Npower a Gas prepayment card, and resetting the Electric key which had been left behind. Paid for every unit of energy used, and left meters in credit, giving meter readings when we took the property back and when it was sold. We are being bombarded with demands for money which we quite clearly do not owe. NPower are stating our account nos which are incorrect, meter readings which are non-existent and not possible, due to meters having been changed to prepay in June 2014. One of their operatives came to check and read meters, by appointment, but still no joy. What can we legally do to get these cowboys off our back? So far off the scale, they would not even get one star.”

Helpful Report

Posted 9 years ago

“Had problems over the last 3 years on our property rented to tenants. Npower even cut the tenants off & installed a prepayment meter, frantic tenants rang us whilst we were away so totally ruined our holiday. It took 7 months to resolve through their Management complaints, we begged the tenants to change to another supplier but of course they were too lazy to do anything now 6months on the we are now getting the same problem npower keeps billing tenants that have left& even though I advise them & provide meter readings their records are never updated, & my phone provider charges me for the 55 minutes spent phoning Npower. Pity the regulator can't fine them a really huge amount.”

Helpful Report

Posted 10 years ago

“Wow, possibly the worst customer experience ever, although on the plus side it was because I was leaving. Account closed, direct debit still taken and the refund on account is a cheque which takes up to 40 days. They were awful when I was an active customer, I am glad I have left, and will ensure that I am never a customer again. Avoid like the plague, where is my cheque!!!”

Helpful Report

Posted 10 years ago

“Live chat... what a joke. In working for a letting agency, I have tried to give NPower details of a former tenant in a property with a large bill via their live chat. Unfortunately the lead time to answer a call in excess of 1 hour. Live chat should be able to help.... nope! Absolutely awful........ DO NOT TRY TO HELP THIS COMPANY.”

Helpful Report

Posted 10 years ago

“Appalling customer service, totally rude staff, they just hang up on you if they do not want to help you. Was told that there are no managers to speak to (this is a lie), then when I challenged this I was told they would not speak to me! One person tells you one thing and someone else tells you something different, they do not care if they upset you or let you down. DO NOT GO WITH THESE PEOPLE AT ANY COST, PAY A BIT MORE AND GO WITH SOMEONE WHO WILL HELP YOU WHEN YOU NEED IT.”

Helpful Report

Posted 10 years ago

“currently having a huge problem, I work full time single parent out the house from 7 am until 6 pm an I have been issued a back bill of just over 1000 for a period of 15mnths in this tim I have been using 4 times the average. I asked how this is possible as im in my house from 6pm until 7am and im only awake about 7 of those hours. I only have electricity as I live in a flat the heating is never used and I have a small 2 bed flat. I asked to have the meter checked to be told it will cost me 90 If they send someone to check it and its all ok. im currently waiting on the phone to talk to them and have been waiting 58 mins. they want me to pay 130 per month for just electricity and another 50 on top to clear the debt I don't think I owe. so all in I have to pay 180 to my electricity company as a single mother of two working full time and paying to have both my children in childcare I cannot afford this extra bill. they said cut back on energy use. how when im not hardly home as it is. They are not willing to help me at all. They wont even wave the charge to have an engineer come out. ive never come across a company as bad as this”

Helpful Report

Posted 10 years ago

“Set up n power account March 2015. First bill arrived despite being sent to wrong address. £20.68P. Not bad for just over 1 Month! Guess what, another bill arrives, wrong address again, for £30.00, this one came as a first reminder as unpaid. Long winded phone conversation in n power speak. No backing down I supposedly owe them this money. Waiting for amended bill won't hold my breath.”

Helpful Report

Posted 10 years ago

“We moved house back in October and signed up to Npower in November. When we signed up the cost seemed a little low but hey who was to argue. How ever they had hooked me in. The next quarter the bill came in and bang a huge debit in the account and so the DD was increased from £40 to £98. Ok I could see that that original one was way off. Then we move on a few months to June. I get a call from some one at Npower dear Mr X we have a problem when you set up the account the DD for the gas was never set up! I was totalled unhappy. However before hey could look into it they wanted my current readings but I was at work so they said they would ring back later that night. He also offered to look at the tariff to see if they put me on the lowest one. No call ever came in. A week later I get a call from someone who goes through the situation and says well you now need to pay £178 per month plus extra to cover the deficit left so it is now £230 per month so from £40 to £98 to £230! Aft the end he said is there anything that he could I said well two things an apology would be nice, the reply was its no body's fault sir, and then I explained that the first person who rang offered to look at the tariff and after some arguing he looked and said oh you are on the lowest one good bye. When I get home I get an alert from equifax Dr Mr X your credit rating has dropped from excellent to poor as Npower have black marked you as none payment for 6 months. So obviously the person at Npower has taken upon himself to report me to Equifax when until a week earlier I had no idea and they had not said anything. So I complained to Npower and a week later they rang and corrected the Equifax scoring but only for three months so my score only rose to good. They only offered £50 as compensation. This week my wife and I went for joint account guess what refused and what is worse they cancelled my contactless card and gave me a basic one due to the scoring. Finally after all this I went online to make sure the DD was set up and guess what there was a section saying our lowest tarriff could save you £232 per year switch here. So there was a lower tariff after all! So all in all a terrible experience after I had done nothing wrong. The person I spoke to had obviously taken upon himself to report me to equifax when I had technically not missed one payment. Never use Npower reel you in and then take you for a ride it will take months maybe years to get my credit rating back to where it was and I still owe them £500 so are stuck with them until I can pay it off”

Helpful Report

Posted 10 years ago

“Avoid !!! Avoid !!! Avoid !!! They are insane, they operate in fantasy land. I don't even buy energy from them, but they are billing me. Spend hundred off hours in "trying" to talk to them, as I don't have an account with Npower they will not talk to me. But it has not stopped them Serving Court papers on to me for money for current used energy of site, of which I pay at a different energy company. Even UKnetworks say they have no rights of claim to my energy meter. Even the energy company I pay, have written to Npower to tell them to stop billing me. Npower's complaints procedure is not to reply to you, if you poke a worker to put an internal one for you, Npower will just sent out a dead lock letter with no explanation. Zero stars, infact negative star review. Do not get mixed up with Npower, they have not got a clue let alone energy. Npower are total lairs, incompetent and insane. Make sure you record all communication with them. Also note staff regularly swear at you, and hang up Expect over a hour in queue when phoning them. Npower see you in Court.”

Helpful Report

Posted 10 years ago

Npower is rated 1.1 based on 393 reviews