Thomas M.

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.