Having major issues with the children at NPower. I thought I would share it for some advice and so that others can see how they treat customers.
Basically we ran into some arrears a few months back. This was due mainly to them not billing us, to which we had a letter stating this and many DD not being registered that we tried to set up during this time. After each failed DD we kept contacting them regarding the DD but were ignored until we made a formal complaint to which we then had the debt spread over a longer period and some money added to the account as a goodwill gesture. This goodwill gesture they keep throwing back at us as though this new period of incompetence should be accepted by us.
Anyway, fast forward to more recent times and we fell behind with the arrangement to which I apologised and wanted to set up another payment plan now our situation was better. That is when the nightmare began resulting in NPower well and truly throwing their toys out of the pram. This is the story so far:
My wife called the call centre on 11 July 2015, hoping to clear the matter up and after waiting around 2 and a half hours after once being cut off got transfered to some sort of specialist department for payment plans.
At around 5.10 she got through to someone and explained our situation and asked if there was any posibilty of having the debt spread over a longer period than 36 months and was told no, not at all. Fearing that they would enter our house as per the letter she agreed to the higher repayment with the view to appealing it. That and there was no other option. So when my wife was ready to set up a direct debit, guess what happened next? The person refused to set up the DD telling my wife she had to go away and think about it. Given that we were only given one option what was there to think about? No amount of asking made her change her mind.
Still worried my wife called the department again hoping for someone else. This time she went through on a number she was given by the previous person, so no waiting. This time the guy refused to do the DD because his computer had broken. However, he had told my wife that he was the only person there meaning 2 things -1) that there were plenty of computers for him to log onto and 2) that the previous person who my wife had spoken to had finished her shift and this would explain why she was reluctant to do any more work that evening. Eventually after much persuation he set up a DD on his manager's computer - only he did not.
I then sent a letter of complaint to them and learnt later in the week that the last person my wife spoke to had not set up a DD debit. It seems that when my wife called that Saturday that he was also due to finish his shift due to the department closing some 20 minutes later and had no intention like his team mate of setting up a DD. A 3rd call was made yet still no DD was set up.
I received a reply to my complaint via post where we were simply directed back to the same department if we wanted the debt spread over a longer period and no attempt at all was made to address issues such as were there any fees added to the account as the letter stated would be if we did not get in touch. Our fear is that if they have not done their job right would it look like we had not contacted them. This is has been asked 3 times now and ignored by 3 departments meaning the quesion has been ignored 9 times in total.
I then asked for the complaint to be escalated and after waiting for a few weeks decided to chase this up as well as the other issue. This is when I was informed that instead of escalating the complaint it was closed down and they would reopen the complaint. I explained at this point I was well within my rights to take the comaplaint to the ombudsman. He also made reference to the 'accounts' and as we only have the one to our knowledge I asked him to clarify what he meant by accounts and by default I asked the following departments to clarify this situation. To this date no one has clarified this and we are unaware of whether there is one account still or whether another one post my complaint had been opened as well.
At this point I decided to contact the online team. From the conversations on there it seems that it is regular for them to not set up direct debits and to cancel complaints half way through as well as many more serious complaints.
I repeated my request for the debt to be spread over a longer period as it had been before and was advised to send in an Income and Expenditure form. I was hoping that in regards to all the rubbish I had endured they would push it through with out but they would not. I also found them to be very evasive. I asked them to confirm their compaints procedure as I was a bit concerned by my previous complaint being closed down. Initially they refused and it was not until Monday I was sent a link. I think she realised she was in the wrong and sent it.
Last Monday I sent in the I&E form but I also reveived a dead lock letter from Elizebath Gibson which did not give me the time to send in the I&E anyway. Everyone concerned has given me the opinion that unless I send in an I&E form the best that they can do is spread the debt over 36. Now that it is sent in they are claiming I can no longer spread the payment over longer. There was some issues regarding them receiving it and despite being told I had the correct email address I have had to send it 3 times. 2 times to the wrong address that I was told was the correct one and then not the correct one and once today to a working one.
I was also told over the phone yesterday that once received it will go to the same departement that I complained about to be considered for the longer repayment period and when I called today as instructed to see if the email had gotten through I was given the different email address. So many different stories.
With some hope I contacted the online team as advised by todays call and explained the confusion. The confusion being when they decided I could no longer have the debt over a longer period I was unaware that the form had not gone through. I told them it had been resent and can we look at it all afresh. They are still standing by their decision to no longer offer me this. This being the 36 months, metre or sending in the I&E form. However, it appears now that they are even refusing to take a look at the I&E form. Somethind I also noted in Gibson's deadlock letter. She is claiming that I declined to have a meter installed. This is a lie. It was mentioned a couple of times by the online team however I did not reply to it as I chose, if you like, the option of sending in the I&E form.
Sorry about the long post guys.