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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Takes ages to talk to anyone on the phone. When you do get through it is difficult to understand the person (May be asian) The person I spoke to gave me the impression he didn't care a jot about what I was saying and struggled to answer my questions. Poor impression of the company has made up my mind to leave. The company owe me money as I am in credit due to the incorrect estimate (By them) and instead of correcting this by making a repayment to me they have reduced my payment to £11/ month. They will also undated my tariff in July but if I choose the cheapest tariff I have to pay £60 cancellation fee to get out.There should never be a cancellation fee to end a term agreed between a customer and supplier as long as the customer has done nothing wrong.”

Helpful Report

Posted 3 years ago

“I have never had a problem with Npower n relation to their delivery of fuel or with meters or meter readings. However, I have recently had two issues with them which I've complained about and have to say I find their customer service and the way they deal with complaints is very poor. The first complaint was about an agreement they made about the issuing of bills to my wife who has authority to manage my account. As regards this, several shortfalls in customer service occurred - 1 In error they stopped issuing bills to my wife 2 After correcting the error, they again stopped issuing bills to my wife without my consent. 3 After receiving an acknowledgment of my complaint sayig they would respond within 7 days, they did not respond. I only received a response 7 days after submitting a further 2 complaints. 4 The responding complaints handler claimed no bills had ever been issued to my wife and closed the complaint without my agreement. 5 After complaining yet again Npower stated they HAD restored their agreement about the issuing of bills, but they hadn't. These shortfalls were actually identified by the energy ombudsman after I referred the issue to them. The second complaint was in relation to direct debit payments. when renewing my tariff with them. The following shirtfalls I belive happened are - 1 Based on meter readings, they quoted me a monthly payment £1 less than I had been paying which persuaded me to sdtay woth them. 2 Two months later they invreased my payments by 30% saying that my current level of payment would not cover increased usage during the winter months. 3 Three months later, without my consent they gave me a refund as I was in credit, presumably therefore, paying too much. They did not reduce the payments. 4 I response to my complaint about this they stated thst the monthly payments WOULD remain as they were otherwise I would fall into "debt" over the winter months. Ths complaint was again closed without my consent. 5 Some time later I complained again about this and have never received a response to this complaint. 6 When asking if I could pay by standing order rather than direct debit so that I could have some control over my payments I was told that I could do so if I wished. However, a £90 per year discount is given for paying by direct debit, but not for standing order. Overall Npower conducts some aspects of its business according to its own rules. They refuse to change these as per customer;s preferences, stating that they are a matter of policy or "business decisions". They refuse to give access to these and they are not stated in their terms or conditions. They offer no explanation of the errors they make and offer no assurances about the likelihood of errors recurring. The energy ombudsman service, Ofgem actually supports them in this.”

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Posted 5 years ago

“Npower had over £675 in credit which I asked to be refunded. After being told 3 times it would be refunded they didnt because the gas meter had been fauklty and not giving a reading. Npower knew that it was faulty and did nothing about it until they were asked to fit smart meters. They then refused to rrefund the credit because they were going to average usage and charge first. They knew the meter was faulty for a few months so in my opinion its their problem and should have moved to correct it as a matter of urgency not held onto my money so they could take a cut to cover unmetered usage. Distugting.”

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Posted 6 years ago

“They get 2 stars instead of 1 purely because the tariff is competitive and the lady I just spoke to with my complaint was polite. But otherwise my experience with them has been very frustrating. I called to change my tariff on 03/08. When I checked my account today, 01/09, no changes had been actioned and my monthly direct debit has gone through today at the old higher amount. I will now have to check my account again after 5 working days to ensure the changes have been made, and backdated, and that they have reimbursed the difference between what has been taken by DD and what should have been taken. I will also have to check that no termination fee has been taken. I was told on 04/08 that a termination fee would not be charged as I was not changing supplier, just the tariff. Today I was told that the fee would apply, so I had to argue that one through. It's a hassle I can do without. And it's not the first time, this all happened the last time I switched tariffs with them as well.”

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Posted 7 years ago

“I have been with N power 10+ years, Dual Fuel and October 2013 I moved house and took NPower with me. Have been receiving electric bills no problem but 17 months later not received gas bill as problem with computer!! Not to worry they said you are top of queue now(Nov 2014) it will be sorted and we will compensate you plus back billing will come into it! Its now February 2015 and still no bill have been in touch with Ombudsman - total waste of time as they cant do anything as they are aware of issue with Npower so I don't know who to turn too! Even if I leave Npower been told it wont generate a bill so what do I do - hang on and wait and get compo but possibly lose out on cheaper competition or say enough is enough, leave and keep waiting for bill to eventually arrive? Meanwhile im £600 in credit with them !! Never had a problem with them before this and would recommend them but can honestly say would not dare recommend now!”

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Posted 9 years ago

“npower are expensive, poor customer service, such a shame”

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Posted 10 years ago

“Bit off track but who has incurred Npower's customer service incompetence? 24-28 mins at a time on the phone!”

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Posted 10 years ago

Npower is rated 1.1 based on 393 reviews