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npower Slammed by Customers

npower Slammed by Customers

Thursday 10 April, 2008

By Dan Drage

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Leading utilities supplier npower tops the list of customer complaints according to an Energywatch survey.

From November 2007 through February 2008, npower (www.npower.com) received 33 complaints per each 100,000 users, nearly double the amount received by the next company on the list. A new billing system accounted for a high proportion of these complaints.

These figures could not be published at a worse time for npower; the company are already reeling from allegations of corporate miss-selling and deception by their door to door sales teams.

"Sales reps informed residents they would save money by switching to npower, only for the reverse to be true."

A London sales team comprising 17 members has been suspended following complaints from residents that they were lied to by npower sales reps. The reps informed residents they would save money by switching to npower, only for the reverse to be true.

Additional underhand strategies employed by the reps included asking customers to sign forms without telling them they’re legally binding contracts.

npower featured in the news last year for a number of negative reasons, including being the most aggressive supplier when it comes to cutting customers off.

According to the survey, Scottish and Southern Energy (www.scottish-southern.co.uk) currently has the most satisfied customers, although they have seen their fair share of controversy this week.

An npower spokesman admitted to being ‘very concerned’ about the claims made against its door to door sales team.

Chris Eagle, Commercial Manager at Energy Choices, can’t believe what he’s reading:

‘At a time when energy premiums are under such scrutiny, this is the PR blunder to end all PR blunders for npower. Miss-selling is a serious issue, and switching your energy supplier to save money, only to realise you’re saving nothing is a demoralising activity which could affect the whole industry should blanket apathy take hold among consumers.’



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Comments

We just had a run in with a salesperson knocking at our door today claiming to be doing research. When confronted he eventually admitted to being a salesman for NPower and he was going to switch us over to cheaper gas and electric, when I threatened him and told him I was going to call npower directly, he left pretty quickly.
So, even though he did not get anywhere with me, it is only because I have heard about their sales tactics from my mother. I thought they had stopped these salesmen from trying to do this.
K Michaels, Bedfordshire
Jun 4 2009 10:18PM

I am suffering appaling problems with npower and am at my wits end. Their customer service is shockingly bad/non-existant. They have made a catologue of errors and now chasing me for £10.25, owe me an £80 dual fuel discount from '08 that I have to phone repeatedly to remind them. I am utterly sick to death with them and cannot face ever speaking to their "advisors" again and am writing to the ombudsman. I suspect I may also have been overcharged in the past but cannot make head nor tail out of their "gas sculpting" rip-off scheme. I am reassured that there is so much bad mouthing about them on the 'net as I feel completely victimised and bullied, and driven to tears of sheer frustration. Any advice on how to go about contacting the ombudsman or energy regulators gratefully recieved. Thanks
Lisa Ash, Bucks
Mar 21 2009 1:42PM

No need for contact I have already filed complaints with Energywatch(very Helpful) and written to CEO setting out complaint of Fraudulent Trading contrary to 2006 Act. Awaiting reply before taking other actions. I did not realise this page existed and complaints THAT common. They actually laid claim to my accounts/suppliers on forged "Contract" without ever calling at house.
S Futcher, GRAYS,England
Aug 24 2008 12:26PM

Call npower and write to them, and threaten legal action if they don't pay up.

It sounds severe, but it's the only way you will get results.
Dan Drage, UK
Jun 11 2008 10:15AM

I moved to my new house in may 2000, i had a bill of £75.00 from NPOWER but my husband had chnged the bills over to british gas. I telephoned npower for a couple of years and each time i was told the same thing that a cheque would be sent out the next working day. I never recieved my payment. what can i do? My husbands earning was only £85.00 in may of 2000.
shegupta khan, manchester
Jun 10 2008 11:58AM