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Npower Reviews

1.1 Rating 393 Reviews

3 %

of reviewers recommend Npower

Company Reviews

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

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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

Npower 1 star review on 22nd November 2017

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Fuming is not the word and I am not even a customer - nor will I EVER be. My mother in her 70's closed her account as we found her a better deal. To bring her account to a close she had to pay you a remaining £100 – you then proceeded on the 6th August to take £1,584 out. She has been battling and chasing it since and still no sign of the money. Yesterday after being on hold a total of two hours over two calls I had to leave work and go to her house as she was in floods of tears - totally devastated by the constant messing around. We then had to drive her to her bank so she could to an indemnity claim. Assured by Npower that this would mean the money would be back in her account by 6pm last night yet STILL nothing. I will be taking this to social media, local press and contacting anywhere else so I can bring this company to its knees as this is an absolute disgrace. We have had to loan her money for bills and food which she has hated and none of this is her doing. You took the money in error which I could almost accept but to still have it after 23 days is tantamount to theft. If I can transfer funds in a day then why can’t you??”

Posted 4 years ago

“Fraudsters......they overcharge on their estimated gas bills and then credit the original invoices and re-raise new ones. They take payment for the new invoices and do not repay the credit, if you do not realise you lose the money as you have to request a repayment. Disgusted.....bet they make a fortune out of this practice.”

Posted 4 years ago

“Been with npower for years. Being held to ransom now as only offered most expensive tariff because we don't want a smart meter”

Posted 4 years ago

“Minus a million..........the only star I would award these. Without doubt the worst provider of customer service ever!!!!!!!!!!! 10 years plus of constant nightmare and aggravation, the list of my complaints and their horrendous gaffes is endless. Here is a few: 'Gas is a Luxury'...yes several years ago after having gas fitted an Advisor told me due to issues with my billing... and the problems I have had continue to happen. The last several weeks due to issues with a DD and my bill being in debt by £800.00, despite me trying to arrange a new DD payment and Installment plan, I was met with this is now unavailable and basically if I did not accept this a court warrant would be issued to enable pre-payment meters to be installed. Several days ago I contacted Npower and made a £500.00 payment and it was agreed that I would be able to sort a new DD payment plus Installment Plan. However due to an issue with my card was unable to precede with my payment, so actioned this via my bank. I was informed the appointment for pre-paymnet meters was cancelled. and I would receive a phone call several days later (once payment had been met). Today 14/08/19 I contacted them as I had not had a call, after being directed to another department which appears to be the common thing, I was then informed the arranged pre-payment meters would still be installed and nothing was cancelled. Also again THREATENED with a court order/warrant if I did not agree to this. Despite me explaining to the Advisor of what had been said/agreed last week, but as usual...no matter who you talk to every employee of Npower seem to do one thing and say another. Moving forward she got my rant...12 years of being tied to these hideous greedy bastards!!!!!!!!!!!!! I informed her she stick the smart meter, pre-payment appointments up her arse!!!!!!!!! And I will precede to make a further payment to clear the debt and happily stick two fingers up to Npower forever!!!!!!!! Seeking another provider now for the next fun...surely most cannot be as bad as Npower....only time will tell????”

Posted 4 years ago

“Got charge £85 for an 8 minute call with customer service. Do not touch with a bargepole.”

Posted 4 years ago

“This is the worst company I ever seen. Do not use this company you will regret. This is rubbish company in the world.”

Posted 4 years ago

“Had a appaling .year with n power .have long term health issues .have been basically bullied into pre payment metres .and now I have them the gas meter is not loading credit .I have rang several times with promise of call backs .still left with no meter taking credit ...also requested a smart meter 2 years ago .and been fobbed of with every excuse upto now ...even though n power have a site .3 miles away ..any advice were I go from here for help advice .be very grateful recived. As it's making my health condition worse .”

Posted 4 years ago

“Very bad service. No communication skills They do not even know what they are doing!! I have spoken with 6 guys there and they cannot resolve a simple problem with my gas. Changing supplier ASAP I would even be willing to pay another supplier even if they are a little more expensive than dealing with these COWBOYS!!!! DO NOT USE THEM EVER........................”

Posted 4 years ago

“My sister died suddenly and in the midst of all the pain, grief and sadness that came with her passing I had to deal with npower. How come everybody else offers you a human voice as soon as you say bereavement - but not npower. It took me around 10 phone calls, approximately 1 1/2 hours on the phone and I was still stuck with an auto voice. I eventually logged a complaint and was rewarded with a human voice that said there shouldn't be a problem just phone in the final readings to us. So off we go again with the same auto voice and the same problems. More time wasting so now I have to waste even more valuable time with an online chat to get someone to ring me for the readings. End result i get a final bill - I am okay with that as it represents what my sister owed - but then my phone company advise me that I have spent £10 on npower's chargeable (only) phone number. That annoys me! I've neve used npower and I am sure that after this fiasco I never will. Their customer service system is diabolical.”

Posted 4 years ago

“I am currently in the middle of taking Npower to the Ombudsman. I rented a property in 2015 for 4 months which turned out to be an illegal let from the Landlord. I never had any bill in my name and left when the landlord actually admitted the property did not legally exist. The shop downstairs actually had the gas and electric accounts. Fast forward 4 years, I receive a debt collector letter from Wescot demanding £1k for gas - something i actually had none of whatsoever in my property which make the situation even more laughable. Where do I start with the different angles of disgust I wish to portray regarding Npower and Wescot? July 2015 – I agreed a tenancy in good faith on what I believed to be a legal property n Manchester, I was subsequently let out of the tenancy early following a serious number of failures from the landlord. I took the property hastily as I was extremely vulnerable following the swift breakdown of a marriage. The estate agent acted as only an introducer, and they were likewise unaware of the fact the prpoperty did not legally exist.. On the Wescot letter – there is no “supply start date” and no “supply end date” – very questionable. How can they search me, and correspond with me in such a manner - demanding money and yet not even telling me the period it is for? Secondly – Disconnection date 9th May 2019? I left the property November 2015 – and I did not owe a penny to a single company – period. I have never had any correspondence from Npower and left the second I found out about questionable situations – owing not a penny to anybody. I had found out via a local solicitor, Manchester City Council, and land registry information that the landlord had failed to separate the downstairs shop from the upstairs flat in the required manor (which Manchester City Council confirmed to me at the time). The shop and flat were therefore running on the same gas, electricity and water via their downstairs account. I had no control over anything. Once it was brought to my attention that the Gas, electric, water, fire safety and various other legal aspects were falling short of the required conditions needed to let the property (and that I had clearly been taken advantage of), I sought help and advice from Citizens advice and Shelter simultaneously. Hence how/why I left and found proper accommodation. The Landlord admitted failings, and allowed me out of the tenancy only 4 months in, even giving me my deposit back early and without an inspection such was his liability. In that time, I was never at any point made aware of any charges. The best part about this situation – I never at any point used any gas All usage from the shop downstairs.I had no access to any. I have since found out that NPower allowed the landlord to call behind my back - and set up an account in my name (without telling me) - for a property which does not even exist. Even still - coming at me after 4 years breaks back billing rules which they have failed to even acknowledge. This has led me to get a mark on my credit file. They claim to have neutralised this however at the time i was applying for finance and it cost me this. The stress of receiving this when my partner is 3 weeks from giving birth is frankly disgusting. They offered me £100 compensation with is frankly pathetic. They claim to have investigated fully and are sending me a final latter - yet i still have no idea........ 1. The landlord opened an account in my name. I mystery shopped therm and its clear that meter readings are needed, obviously property address, telephone number, email, name etc. So how can they have even set this up? 2. How come they had no supply start date, if they had opening meter readings? What were these readings? their own website to this day does not acknoledge existence of the property 3. If he supplied my contact details, how come nobody telephoned me or wrote to me during my entire time at the property and beyond? I have emailed All the company seniors including Paul Coffey, Chris Thewlis, they just ignore you and fob you off with a stock reply claiming to have fully investigated despite me having absolutely no answers. I will go to the ombudsman to tick boxes (as i fully expect the usual bias towards the big boys) before progressing further. How they get away with the stress caused and the bullying tactics is beyond me. They are a risk to people in society I am on a campaign to let pople understand what thery are dealing with with NPower - very dodgy dealings. The stress and upset they cause with no remorse is incredible. The fact they are literally unnacountable to anoyone makes it easy to get away with consistently.”

Posted 4 years ago

“OMG what a rip off OMG what a rip off. I opened a new industrial unit for my business and the existing supplier was Npower. So I gave them a ring to take over the gas and electric at the new unit. I hadn`t had a chance to shop around, as we were so busy with the move and everything. I gave Npower a call and asked for the best deal they could do for me for both the gas and electric. I explained I was calling blind and I trusted the guy to give me a great deal, big mistake!!! A few days later Green Energy Consultant rang about my new Industrial energy unit supply. I explained I had gone with Npower, they asked what I was paying for gas and electric. OMG the lady nearly fell off her chair!! Gas Standing charge 78p a day and 6.7p per KWH, Electric 0.2413 standing charge, day rate 28p per KWH. I had no idea as I had trusted the Npower guy to give me a good deal, which he completely took advantage of. With the help of Green Energy Consultant I lodged a complaint, as I had told the Npower sales guy on three occasions during the recorded telephone conversation, I wanted the very best deal, which he said he had given me, but clearly he gave me the worst deal!! After threatening to go to the Ombudsman. They agreed a new deal which was: Gas standing charge down from 78p to 24p per day and KWH down from 6.7p to 4.31p. Electric KWH day rate down from 28p to 18.1p, Night rate down from 22.6p to 12.7p I am sure that these are still not the best prices but they are very much better. Lucky I only took the contract for 1 year and believe me after that I will never ever use Npower again.... Beware these people will try to rip you off, do not trust them avoid at all costs. I was lucky that I found out just in time and have learned a valuable lesson. Do they not realise that operating in this manner is alienating their customers? This is bad business Npower you need to stop this practice. I had rang Npower direct, this was not though a third party, this was their own sales team. Very Poor!!!”

Posted 4 years ago

“Money grubbing, full-on thieving scum. This lot of thieving jokers get one star - only because the rating system won't let you do zero stars... We started off with a what turned out to be too good to be true dual fuel tariff that they then changed after a period without informing us. I understand that companies can change prices after your tariff has run its course but I was under the impression that they need to inform you that you need to review your price plan. They bumped us up onto whatever goddamned extortionate plan they had dreamed up after a hefty cheese orientated meal and proceeded to send us way, WAY over the top bills. We never saw itemised bills nor were we ever visited by a meter reader despite repeated requests. They were adamant that their "estimates" were indeed accurate. Due to an unforeseen period of illness and other knock-on effects and circumstances, we were unable to keep up with their demands for payment and we were subsequently threatened with all sorts of legal actions. We took advice from the CAB who estimated that they were charging us for a household of ten or more and were we running an indoor dope farm or something? There are TWO of us in a one-bedroom flat! We took our case to the energy ombudsman who told us that N Power had a right to review our claim which would have to be done by them within a certain time frame, fair enough... In the meantime, they took the opportunity to sneak into court behind our backs and obtain a court order to have meters installed by their pet mercenary scumbag enforcers who do not give a toss about pending cases, only immediate profit. We were now on their highest tariff and had to pay off the "debt" as we topped up the meters. We have paid off the arrears and were still on the meters when they gave us the option of charging us about £300 combined to take out the meters and "rehabilitate" us. We told them where to go after some pigs anus laughed at us down the phone after telling us that there was a fee for leaving and "that it was in very small print for a reason ha! ha! " We stuck with the meters because despite being on the highest tariff we were still paying about TWO THIRDS less than they used to charge us with their so-called estimates. We have now gone with another company so we will see how that pans out. In summary, I found N Power to be rude. incompetent, contemptuous and bordering on the criminal in their dealings with customers. They rely on the fact that most people cannot afford to take them to court while employing tactics like court enforcement despite breaking legal rules and regulations themselves. I hope the owners of N Power and anybody that works for them go to the 13th pit of hell. Update 24/04/2019... We are now paying about £10 a week for electricity consistently and slightly less for gas with a company called "E" on a smart meter, we have worked out that N Power was charging us over £54 a week before they forced a meter on us, yep! that's right, £54 A WEEK! Big difference!”

Posted 4 years ago

“WORST EVER! NEVER ever use this service. Their customer service is as worse as the service. Just TERRIBLE. Talked to this girl Aimee, and all she is doing is NOT answering my question, and trying to market things and sell me stuff i dont want! Just so fed up of these people....... They still have not solved my issue.”

Posted 4 years ago

“THE WORST EXPERIENCE EVER! My tenants moved out and closed their gas and electric accounts. When I moved back in I had no idea who their provider was, so I decided to go with British Gas. British Gas opened a gas account for me without any problems. But they told me that the couldn't do the same with the electricity as Npower had put a block on the transfer due to an outstanding debt of £55. I had never dealt with Npower before, I had neither positive nor negative views about them. Since it was only £55 I decided not to challenge this and pay up. I wanted to have only one provider for gas and electricity and I had chosen British Gas, almost by flipping a coin to decide between the two. Then the nightmare started. Npower told me they had to open an account in my name to settle the debt, but only after I had phoned them over 4 times. Each call followed the same format: A menu to navigate, and by trial and error I found the options needed to speak to a person. Then came the very long wait times, in one call I waited 40 minutes someone spoke to me. The agents were polite and understanding, but I was given conflicting information on each occasion. Each call lasted at least an hour. I also texted their agents, who were clueless, they simply read through pre-prepared scripts. After a month Npower STILL had not issued a bill, but I got almost daily emails telling me how wonderful they were and the outstanding amount kept changing. By now I was ground down by Npower, arriving home tired out at 7:00 PM, I just couldn't face yet another tussle with Npower, so in a chat I threw in the towel and said I'd stay with them. Imagine my gobsmacked fury when she texted back "Welcome to Npower, we hope you have a wonderful experience with us"!!! In the end the final bill for £55 arrived, I paid it, and they released me to British Gas. In all my life I have never ever had such appalling service from any company. I will never go back to Npower under any circumstances. Npower has deservedly been receiving bad reviews for years but they don't seem to give a damn. It's high time the government made such disgraceful practices illegal.”

Posted 4 years ago

“Absolutely awful company. We left Npower because they were overcharging me for gas and electricity. After leaving them we received a final demand letter from them for over £200. It basically said 'pay up or we are passing the debt to a collection company. As we were in credit when leaving Npower, I failed to see how there could be a debt. Made a complaint and then received a phone call saying we had no option but to pay, if we did not then a debt collection company would collect on Npowers behalf. Three months down the line, and hours of phone calls and emails later. Turns we owed nothing to Npower at all. They are blaming our new supplier for, apparently. giving them the wrong information.' Npower cancelled the debt we never owed… as a gesture of good will! Npower caused us lots of stress and upset during the 3 months. Their final response… Take it up with the Ombudsman. All I can say is, please read all the reviews on here before making your mind up if you’re thinking of switching to Npower. Companies do not get bad ratings for nothing, and Npower have more than most.”

Posted 4 years ago

“Horrible customer service, and a cowboy amateur company. Changed direct debit details with them over the phone as they do not allow it online on their app or website. I see that a bill went from paid to rejected, i called up customer service who said it was set up with the correct details the bank rejected it. I spent 1 hour explaining to them the regulations and rules or direct debits and laws in this country. Then they asked if any confirmation was sent when it was changed and i said no you have no sent anything. They then didn’t know what to do and said i have to go into the bank to allow it. I explained again how direct debits work. They are absolutely clueless. I contacted my bank and they said they have never had npower try to set up a direct or take payment which is probably why it was rejected as they have not set up anything. I called again on Saturday and after re explaining everything, the lady hung up on me. Disgusting customer service! I will be leaving this company asap, they have gone against their agreed contract as well as not following the regulations. They are trying to tell me to pay cash and i have informed them that i will not until they have solved the issue and actually stick to the terms they agree. Direct debit is set in place to prevent manual payments! What a cowboy company!”

Posted 4 years ago

“I've been customer for more thn 7 years! And since I've asked them to update postcode on National Data Base, which has been done by npower a few months ago, all went south! Customer service gave me different info every time we rang! I've spent more than 3 hours on the phone!!!!! At the end I've left them and I'll NEVER be theirs customer again! So dissapointed!!!!! Please consider carefully to became their customer even if you're in the position to accept high energy prices!!!!!”

Posted 4 years ago

“this company is basically criminal. they over-estimate every bill as they are now too lazy to read meters, and it is not as profitable to charge the correct amount., their billing is very dubious, bordering on fraud i would suggest. the online chat staff are useless and clueless, however this is a step up from the complaints department who aren't even that clever. must be the worst company out there. i am amazed they are still in business. the opposition have dropped the ball, as npower should be so easy to wipe out they have been terrible since i joined them.”

Posted 4 years ago

“The most disgusting company i have EVER dealt with.After 15 years of on the dot payment we received a bill for £500 because of THEIR mistake.Speaking to "trained" staff resulted in "its not my fault" bleats of "I won't help you" brick wall non movement. Horrible so called staff”

Posted 4 years ago

“NPower executive complaint reference number: Reference URN-101830848 Absolutely irresponsible and arrogant customer care department : My account was closed is 2012 even after 7 years I have no refund or resolution. Benefits being a Npower customer : 1. Disclosure of personal information to debt recovery agency even though Npower owed me a refund plus nuisance calls from debt recovery. 2. The refund never issued. A customer care executive explained they provided to charity :) 3. Charged me based on a wrong meter. Numerous trouble to get it corrected. Once corrected they never refunded the excess I paid. 4. transferred the account 2 or 3 times to a different supplier without my permission. 5. Each time they update their IT system you get a new account number with some random name on the account.”

Posted 4 years ago

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Npower is rated 1.1 based on 393 reviews