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IDCompany / PersonClaim TitleIncident DateAddedPostsAdd commentDetails
9n-power
Total claims:12
Bill for no service »February 200805/08/20082
When I moved into my property was visited by sales man trying to sell me n-power electricity, went through the motions to see if cheaper etc but decided easier/cheaper to stay with provider already being used. Over 18 months later I receive a bill for £250 from n-power for electricity even though never signed up with them and pay monthly bill with another provider. Kept sending threatening letters for payment and had to make several lengthy calls to sort it out at my own expense, even though their error. Finally after 4 months was sorted out but no apology for harrassement or possibly effecting my credit rating - nightmare!!! bad customer service - avoid!

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848British Gas
Total claims:27
PAYMENT FOR GAS USED BY SOMEONE ELSE »DECEMBER 200909/02/20092

I MOVED OUT OF A FLAT IN DECEMBER 2007 INFORMING THE SUPPLIERS OF MY METER READING AND DISCONNECTION.  TWO HOMOSEXUAL MEN MOVED INTO THE PROPERTY IN MARCH 2009 -NOV 2008 AND CONTINUED TO OBTAIN A SUPPLY IN MY NAME. THEY THEN RAN OFF WITHOUT PAYING!  THEY COULD NOT BE LOCATED!


IN DEC 2008 I RECEIVED A LETTER FROM A DEBT COLLECTION AGENCY TELLING ME THEY WERE GOING TO FORCE ENTRY ON MY PRESENT ADDRESS (IT HAS NO GAS SUPPLY) AND DISCONNECT THE GAS SUPPLY?


THEY SAID I OWED £324 FOR GAS UPTO NOV 2008! I HADNT OCCUPIED THE PROPERTY FOR THAT YEAR!


I TELEPHONED BRITISH GAS ONLY TO BE TOLD TO "TEAR UP THE  BILLS".   I THEN CONTINUED TO RECEIVE DEMANDS   AND AWFUL PHONE CALLS.  I RECEIVED A "FINAL DEMAND" IN DEC 08 FOR £39 AND PAID IT ONLY TO RECEIVE A FURTHER LETTER AFTER A WEEK WITH ANOTHER "FINAL DEMAND" FOR £145!!


I AM BOMBARDED WITH THREATENING LETTERS FROM THEM AND IT IS REALLY QUITE UPSETTING.   BRITISH GAS IS BEHAVING LIKE GANGSTERS RUNNING A PROTECTION RACKET!  WITH TERROR AND INTIMIDATION UNTIL YOU PAY FOR SOMETHING YOU DONT OWE!


 


 


 


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2730ian beaney plumbing & heating [rotherham]
Total claims:2
compensation »December 2007/0917/05/20092

Mr. Beaney fitted gas fire & gave landlord's gas safety certificate end 2007. He also ran all pipework from mains gas supply & fitted chimney flue. The property was undergoing full refurb so the fire wasn't used. In Jan this year, a tenant was moving intot the property so we called British Gas to issue a new certificate. The engineer told us he could not do so as the appliance had not been fitted to British Safey Standard, was an extreme health hazard & should not have originally been given a certificate. He also informed us that there was no gas to the appliance. Mr. Beaney was called to the property but could not even find the isolator valve he had installed. We had to rip up floorboards & new carpeting in order to search but he couldnot locate it. Mr. Beaney left us to foot the bill for replacing the floorboards & refitting the carpet. Probably just as well we hadn't asked him to turn on the valve sooner, since the British gas engineer informed us that had he done so, lives would have been in danger. Mr. Beaney replaced the gas fire with an electric fire, purchased by us, as we had a tenant moving in the next day and dare not leave the gas fire connected. We had shown the gas engineer the original certificate signed by Mr. Beaney, but it had been left on the fireplace. Mr. Beaney stole this on his visit. We fortunately have a copy.  He agreed to compensate us half of the original cost for the installation to cover our costs in respect of the boards and carpeting in the sum of £300. This was in Jan. He agreed to pay £50 per week. He paid one instalment of £50, and despite numerous letters has refused to pay the balance. A complaint has been made to Corgi, he was registered at the time but is not now. They say he should have forwarded details of the work he did at our property so that they could issue a printed Landlord's Gas Safey certificate - he had produced nothing to them to say that he had ever carried out any work at the property.  He also fitted water pipes and a new toilet. The pipework subsequently leaked causing damage to a newly decorated ceiling. He came twice to the property and put sealant in the system to try to stop his faulty pipework leaking. He charged for this sealant & did not pay for the repairs. The pipework to the loo leaked causing severe damage to newly plastered and decorated walls, and new laminate flooring. He fixed the leak but refused to cover the costs to repair the damage and electricity costs to run a dehumidifier for two weeks to dry out the room. The loo he fitted came away from the wall when used as he had not fastened it down. When we queried this with him in January he told us to get our builder to do it. His workmanship is shoddy and he is definitely not to be trusted.   He always asked for cash after completing a job and before leaving the premises. He was paid in cash on the dot everytime but is refusing to compensate us for our losses. We have a hand written letter from him confirming that he did not fit the fire correctly and that he would compensate us at £50.00 per week. He has not complied with this arrangement. Our claim is for £632.00 minus £50 paid = £582.00.


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1328n-power
Total claims:12
HT819017 »31st oct 0815/03/20091

Following a botched new boiler by N-Power last October, we have written repeatedly to N-Power to get our heating fixed. Finally received acknowledgment of our complaint 3 weeks ago by letter, but they have done no more.


Boiler still not working properly and fitters returned again to fix, but have not been successful. Also agreed thermostat was broken and needed replacing and assured me that electrician would be calling last week to orgainse new thermostat. Surprisingly no one has called and heating still not working properly.


Installation cost about £4000 and is not working! I have pasted below copies of the letters I have sent so far, not included the emails and numerous phone calls I have made.


 


                                                                                               


 


7th November 2008


 


N POWER REF: HT 819017


 


 


Dear Sir,


 


Please can you acknowledge as soon as possible this complaint about the NPower Hometeam service we have received as new customers paying over £3500 for a new boiler installation.


 


In the first instance I believe I received poor service and have actually been missold to by your sales consultant Tony Spinks following his house visit. We were told the following.


 



  • The installation would not be very intrusive and the engineers would only require to get access to one end of the radiator to attach thermostats. This was not the case, they needed access to both ends, which meant my wife had to go and move heavy furniture around on day of install.

  • Install team would consist of 2 to 3 engineers, directly employed by NPower, who do a clean job and tidy up afterwards. The team at one stage consisted of 7 engineers, not all from NPower, desperate to complete the job, so they could finish early on a Friday. The house was left in a mess with wet and dirty carpets and pieces of pipe, etc all over the place.

  • We were told that the NPower call out service was exactly the same as our previous premium cover with British Gas. This is not the case as you can only send an engineer out the next day.

  • We told the consultant that we needed NPower to supply the bricks to fill the hole left in wall. However this was written on the agreement that we would source bricks. I signed this form, but am not convinced that that was written on it at the time, as we had talked about it for a while, basically saying I would not have a clue as to where to get bricks from. As a result, a hole was left in wall after the job was complete. To be fair, a brickie came round on the following Monday after the install and did a good job filling the hole.

  • We ordered new thermostats on all our radiators. Mr Spinks said this was no problem. However on day of install, the engineer told us he could not fit one on our heated towel rail (do not know why) and Mr Spinks should have made us aware of the fact when he looked round. Pointed out that Mr. Spinks did not leave our dining room other than to look where the boiler was.


 


The new boiler was installed on Friday the 31st October. As stated there was at one stage 7 engineers in the house. The problems that occurred on that day were as follows:


 



  • Engineer tried to tell us that he had been told only to fit 6 thermostats. When he finally let my wife see the job sheet, it clearly showed that he should install 6 pairs of thermostats. Therefore he had to go out and get some more.

  • Electricain called my wife in to show her boiler controls on completition of his job without installing a new boiler clock and a new wall thermostat as instructed. Again my wife insisted he followed the job sheet as it would invalidate our warranty. The answer given was that it would be alright and he would have a word. Electrician also seemed concerned that the new wall stat was smaller than the previous one and would leave a gap. My wife suggested perhaps he should fill it!

  • Engineer set boiler clock to a five day week. When my wife said we needed it for 7 days, he complained that this was not easily done and not the normal way. When my wife pointed out all he needed to do was remove the cover and flick a switch on the back, he did it.

  • New thermostats are fitted but all seem very loose and wobbly.

  • All the fitters finally left leaving us to clean the carpets and mess they left behind. Several carpets were very wet.


 


The main problems started the next morning. We came down stairs to find 2 radiators leaking and carpets saturated. We called the NPower service number only to be told the following:


 



  • This was a service number and the soonest the engineer could come was the next day. However as this was an install problem, we had to ring the install team to sort out and they only worked Monday to Friday. When we said this was not good enough and asked to be put onto supervisor, we were told that we could not speak to them and there was nothing more that could be done.

  • Our general feeling is that the operator did not believe we were NPower customers and that our details were not on the system.


 


We then rang the install team on the Monday morning to report the problem, now that we had 4 radiators leaking. Was told they would get back to us soonest and have an engineer on site that day.


 


No one came or got in touch, so I rang back on the Wednesday morning. Was called back and an appointment was made for after 1 pm on the Friday 7th November. As a result my wife had booked an afternoon off work.


 



  • She got call at 12 saying engineer was 10 minutes away. She said she was still at work and could not get back until one. He said that was no good as he only works until 1 and the appointment should have not been made at the time by your hometeam operator.

  • My wife managed to get away and let him in and show him that we now had 6 radiators leaking including in my office where I have numerous computers and electrical equipment.

  • Engineer thought the job was a shambles and could not believe how many fitters had been on site. He told us the pressure had been set wrong, but the thermostats needed redoing. However it was too big a job for him as everything needs to be drained down ,etc.

  • He left ringing his boss as he went, saying there would be contact back today to sort out.

  • Surprisingly no one has called.


 


We now have bowls under every radiator in the house, with at least 7 leaking that we have found so far.


At this stage we have not noticed any shrinkage in the carpets, but are fearful that one goes in the night that might bring down a ceiling, etc.


 


Therefore I tried to fill in your complaint form last night on the website. After writing for ages, the website told me I was timed out after 20 minutes and dumped everything I had written. Therefore I started again conscious of the 20 minutes. After 15 minutes this time it did it again, hence why I have to do it again and now send it by post.


 


We feel completely let down by your company. You have made this major purchase a very stressful time and wished that we had stayed with British Gas. You have cost my wife half a days holiday so far and no doubt more holiday time, when you finally come back to fix this. You may yet cost us new carpets and redecoration.


If I had not signed a finance agreement with Barclays to pay for this, I would have cancelled any payments I had made to you.


 


I will sending this letter the energy ombudsman as well and expect not only an immediate reply, but more importantly a call from your installation team to tell us when they plan to come back and redo the job. As much notice required as possible as both my wife and I work full time and need to give our employers notice if we are to take more time off.


Yours faithfully, 


 


Rob Robson


 


                                                                                               


 


22nd December 2008


 


N POWER REF: HT 819017


 


 


Dear Sir,


 


Please find enclosed a copy of my original complaint letter which has not yet been acknowledged.


 


After several calls from myself to the installation team, the leaking radiators have been fixed. However I had to call out a repair engineer again as three started to leak again. Your engineer Colin Daly has been today and fixed the problems as he found them but has recommended the system needs the valves and fittings need checking and replacing, as well as another fill up with inhibitor. I would like to say that your repair service has worked well and would like to state that your engineer Mr. Daly has been very efficient and reliable.


He has contacted the installation team and hopefully they will make contact shortly to arrange this work.


 


However the issues resolved have been done so following my continuous efforts to get your company to return to complete the job correctly.


 


I received one phone message from a N Power employee following an email I sent to your complaints department. However whilst they left their name, they did not leave a number despite asking me to call back.


 


There are several issues still remaining from my original letter and I would like someone to contact me back as soon as possible as stated in your complaints procedure.


 Yours faithfully, 


 


Rob Robson


 


                                                                                   


 


15th February 2009


 


N POWER REF: HT 819017


 


 


Dear Sir,


 


Please find enclosed a copy of my original complaint letter which has not yet been acknowledged and a follow up letter also not acknowledged.


 


Please will you contact me as soon as possible. 


 


 


 


Yours faithfully, 


 


Rob Robson


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


 


more details »


2729n-power
Total claims:12
gas/elec bills »17/05/200917/05/20091

I am writing to you to find out if you can help me with  my gas/elec bills as I have been sent Three gas bills and two gas/elec bills in total they come to £2.408.16pence. When I go online to view my bills I can never get my bills itemised. And when I get in touch with them and ask for a copy of the agreement that I agreed to they said that they could not send me a copy as it was done between N Power and a third party so that is why they could not send me a copy.So I was hoping that you could do something for me please.                       


 


                                                           yours sincerly


                                                                 C.F. Warner


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56British Gas
Total claims:27
British Gas Homecare »11/200706/08/20081
We have had British Gas Homecare agreement for a number of years.
Our boiler used to get serviced in September of each year.
It then went to October.
Then we found we were not getting any appointments for our service and it was left up to us to ring and ask when.
This year I sent e-mail asking when our service was being done and got no reply.
I phoned and was told the appointment would be Friday the 30th November.
We received a letter confirming the appointment on Friday 23rd November.
On Saturday the 24th at about 5.30pm we received a phone call to say they could not keep this appointment due to the fact that they might need their engineers for emergency call outs due to the weather getting colder.
We explained we were going away for most of December until 6th Jan 2008 and they said we would have to make another appointment for January and that the same thing could happen again.
This we thought was unbelievable and that they were not honouring our contract bearing in mind that on the letter we received it states how important the annual service is due to carbon monoxide omissions.
We asked to speak to their supervisor and were met by the same comments from them.
He then duly put the phone down on us.
We phoned British Gas customer service to complain but just came up against another brick wall.
I then decided there and then to cancel our agreement and cancelled direct debit.
We have sent a letter of complaint to the complaints dept, (don’t hold your breath).
We also received today a cheque for 3 pence LOL with no explanation for why or what.
For people reading this I would steer clear of anything to do with British Gas.


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60British Gas
Total claims:27
I hate British Gas »16/11/200706/08/20081
hate british gas and all who work there and I see I'm not alone. They have an obessession with threatening court action on me, despite my willingness to pay for power I have actually used. I have just paid a bill to stop them writing to me ever again. Though they havent provided any information on how they actually calculated it, and they can't provide an invoice of payments received, apparently.
I just cannot afford to waste any more of my life dealing with demotivated morons on the telephone who assure you that everything is sorted; only to get another dumbass letter a month later proving no one on the staff can carry out the simplest of tasks any longer. I must have wasted about 20 hours on the telephone plus the time composing letters and trying to fathom their billing system.
I am thinking a wax doll is appropriate. I'm sure I'd find it therapuetic, maybe soak it in lighter gas...
They spent 6 months trying to take me to court over gas I hadn't used. I even paid some of it as they sent such nasty letters. When I finally got an electric bill after a year and some begging from me, I arranged to pay it in installments as it was a little bit large (covering a year.) They took ages to get the card to me and started threatening to take me to court again in the meantime. I changed to powergen and they even managed to interfere with the readings I sent to powergen, by sending confusing estimated readings; then denying responsibility for the estimated readings and blaming powergen.

I'm becoming somewhat immune to the threats now, but it was a nasty shock at first.

No one has ever taken me to court over an unpaid bill

Well I just hate them now. Been making their payments despite not trusting their bills which they refuse to make obvious like bills used to be, still got another letter from the fake solicitor with no phone... grrr grrrrr grrrrrrrrr

When I complained to the authority I just got put onto some bg employee and what a waste of time that was...

Well hopefully will never have to deal with them again now. I feel violated and probably ripped off. I asked for compensation for the hours of my life lost on the 'phone doing their admin for them and they offered £!0 for the phone bill. I try to see the funny side but i do want to punch some1 there, anyone

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232British Gas
Total claims:27
ALLEGED OUTSTANDING BILL »ONGOING31/08/20081

I was a British Gas customer up until 2006, in the property i moved into there was prepayment meters gas and electric. after about 6 months my gas meter kept tripping the tamper function cuttting off my gas supply.  British Gas took days at a time to attend and I was left one time with no gas in november for 5 days. this continued for nealry 2 months I then insisted they changed my meters and was visited my a very sensible engineer who agreed.  I refused to have a prepayment meter due to prior problems and was fitted a normal meter. After about 3 weeks i transferred to edf. Took and gave meter readings on the same day to each company.  2 months later Britsh Gas bill me £250 pound.  I phoned and queried to be told my meter reading was too low so they had ignored it and estimated it - I did explain that due to having a new meter fitted the reading would be low.  however they were not intested and offered me a payment plan which i refused - 3 weeks Gas even in winter surely cannot total £250?? I recently requested a gas meter from edf as I am in and out of hospital and didn't want to fall behind and my finances were due to change.  Edf said no problem - however it turns out the meter that is in my house is registered already as a prepayment meter - this would be the meter removed in 2006!  It turns out the meter in my house is not actually registered to my house!!!!!!!!!!!! the meter has been sat in my house since oct 2006 the prepayment that i'm being billed 250 for was removed 2006 so who owes the £250 maybe like when i moved in and they didnt send me a payment card they had forgot to register me as the new tenant although they gave me a account number to use to purchase gas - who got that credit apparently not me!!!


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2459Anderson Gas Company [Bergman]
Total claims:1
miapropreation of time »4-20-0908/05/20091

workers delivered tank to home and hooked it up to house 125.00 not included in claim.  They did not bury the line to the house.


Then the ran a line to my fireplace. For this they charged 665.00


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2474Gillece Services [Pittsburgh]
Total claims:1
Plumbing Problem »1-17-0909/05/20091

I had a leak from Bathroom.   Gillece came out and did some work.  Cracked my bathroom floor also.   Was not able to finish job.  I signed that I was satisfied, because they had me conviced I needed a new stack.  Called another plumber and he came out.  They got Threw.  Just ice.   Meanwhile they were advertising on TV.  If we dont finish job, no charge to you.   What am I.   They did not finish job.  Did job incorrectly.   And I lost 1150.00 in the process.   This is not a company that I would ever recommend.      These guys must take a course in how to rip people off.   They were good.   Shame on Gillece


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2497Delta Northeast [Gateshead]
Total claims:4
combi boiler rip off »8th may 200909/05/20091

Delta were due to install a full heating system and fire plus shower.  over the phone we were quoted aprox 2800 pounds.  When i asked for a written quotation i was told it would be availalbe before they started work the next day.  work men began work and 2 hours later i was handed a quotation for 2980 pounds.  when i mentiond there were a few things not listed the boss said the was just a standard quotation and they must have been missed off but were OBVIOUSLY included as discussed.  i was told it was four day job.  1 month lated the boiler was finally installed after constant telephone calls and we had already paid two payments totalling 2500pounds.  The company had left all the floor boards in tatters in corners of rooms.  No safety Certs were issued for the boiler or gas fire and still no shower was fitter.  After some discusion they came back and said they had come to complete the job.  when we left them alone to work they removed to boiler and left us with no heating or hot water.  This felt like theft in our own property but will have to chase up the matter through civil means.  the company claim that all the work they carried out that was not on the quotation was firstly as a good gesture but now additional work... 


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3377BBZ resource management [Mesa Arizona]
Total claims:1
grocery cards owed »Now20/06/20091

I purchased a sofa for twenty three hundred dollars and was offered $500.00 in gift cards. I also was  to send every month receipts of $100.00. I purchased this in December of 2008. I received one. I emailed them with no reply. I need to find out who i need to talk to get my money back. I have emailed these people so many times that i know they are just ignoring me.


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3800Claimyourgas.com [Mesa AZ.]
Total claims:2
fuel gift cards »Feb 2009 to July 200921/07/20091

I have sent in receits for gas purches of more than 100 dollars for 7 months, starting January 2009.   CLAIMYOURGAS.COM STATED THEY WOULD SEND ME A $25 GIFT CARD EACH MONTH , FOR A YEAR,  THAT I SENT IN GAS RECEITS OF AT LEAST$100.00 I have received one $25 gift card. I should have received seven $25 gift cards.   When will I receive the remaining gift cards?  I'm not pleased with the fact that there has been no response to the inquires that I have sent to claimyourgas.com.  I need assistance.


THANK YOU


DAN PANN


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1177n-power
Total claims:12
Ongoing dispute over trebbled monthly payment amount. »July 200806/03/20090

Please find attached a copy of my full complaint sent to Elizabeth Gibson, Head of Customer Services at Npower


Unique Reference Number 96058474 / Customer Account Number 64669218 - Miss Anna Jones - Attention of Elizabeth Gibson


Dear Elizabeth


I apologise in advance for the length and detail of this letter, but hope that this gives you an insight of the trouble your company has put me to during this difficult time.


Thank you for your letter dated 18th February 2009 in which you state your final position on the matter of my complaint, numbered above.


I regret to advise you that I am still not satisfied with your resolution proposition and will therefore be referring my complaint not only to the Energy Ombudsman Service but also to the Daily Mail, who on 24th November 2008 exposed your company for all their incompetencies, a lot of which I have encountered during the despicable management of what should have been a simple problem to put right.


I find it difficult to see how your offer of £75.00 is sufficient compensation for the stress and inconvenience Npower has caused me between July 2008, when the problems first commenced and now, when the problem is still clearly in my eyes, not resolved.


I first brought this problem to your company's attention in July 2008 when my monthly direct debit for Dual Fuel soared from a usual payment of £50.00 (combined gas and electricity) to just under £180.00!!!


How a small three bed roomed, terraced property, with only two adults working between the hours of 8am and 6pm affords a bill of this amount is beyond me!


As you can see, this is equal to over three months worth of gas and electricity in just one month!


It was at this point that I cancelled my direct debit to enable me to attempt to resolve this clear mistake without being 'robbed' further by Npower.


I spoke to Npower that evening and gave up to date meter readings.


After speaking to Npower, I was advised to take nightly meter readings for a week so that we could check whether our usage was abnormal or not.


After the week, I gave the readings to someone at Npower (I didn't take details of this person's name as at this point I wasn't aware of the seriousness of the matter and expected the issue to be resolved in a timely and reasonable manner, by one of the UK's biggest energy suppliers).


I was then advised that our bill would be recalculated and if necessary, an energy efficiency person would come to the house to check the appliances were working correctly as this seems unusually high usage for a house of its size.


Between October 2008 and 21st November 2008 I have made countless phone calls to Npower to see if they had been able to recalculate the bill.


The information I recorded between July 08 and October 08 is sketchy due to me not realising the seriousness of this complaint.


When the matter showed no sign of resolution, I then began to take detailed notes of each and every conversation I had with Npower.


I have detailed these as follows:-



10th October 2008


 



 


Called npower to try and resolve the confusion over the changed direct debit amount, was advised that the outstanding amount on the account was circa £750 (gas and electricity). Was told to take detailed meter readings again as they did not have details of the readings I gave prior. Discussed payment options with the person on the phone and now await another amended bill.



Friday 24th October 2008 13.00


 



 


Spoke to npower and was advised that due to an error in billing on Npower's part, we were now in credit to Npower by circa £140.


Was advised that I would receive a letter confirming this and could now consider the matter closed.


Npower apologised for the confusion.




Thursday 6th November 2008


lunchtime - conversation with Damien Simpkin as I still hadn't received confirmation of the amended monthly bill amount. I enquired whether my query (beginning in July when I first expressed dissatisfaction with npower) had been logged as a complaint? Damien advised it hadn't been logged but would now assign complaint ref 95936323



Damien advised me of balances for gas and electricity (I don't have details of these to hand) and advises me that we are actually in credit with npower for the amount circa £200.00




6.52


- Liz Routledge - NPOWER



Called following conversation and complaint logging (95936323) with Damien Simpkin who had advised me that I am in credit with npower.


Liz Routledge advises me that based on most recent meter readings the amount of credit we are in to npower is £259.38.


Advised I am not happy with service.


Gave up to date meter readings as of 6/11/08 to Liz Routledge:-


Electricity 30573


Gas 02057


She advises me that this has slightly changed from the last meter readings I gave (approximately 1 week prior to 6/11/08) but this should not alter the credit amount hugely.


She then advises me that she will put the new readings on the system and as of Monday I will be able to obtain the new credit amount.


I then asked her to raise a cheque of £259.38 as I would rather have the cash in my hand than Npower keeping hold of it.


Liz agreed that this would be done. I agreed to call back on Monday to make sure that this had been followed up.



Monday 10th November 2008


 



 


Called npower 12.10 - Dean Bailey


Enquired whether the cheque had been raised.....


Advised no and that the meter readings had not been updated.


I expressed my frustration and once again explained the situation.


Dean goes on to advise me that the credit amount of £259.38 is actually based on an estimated reading from back in November 2007.


I became irate and asked to be put through to a manager. Dean was reluctant to do this advising me that I needed to wait for the system to update and generate a new bill.


Explained that I had been told this would be done by today..... clearly this is not the case.


Once again I asked to speak to Dean's manager, he then placed me on hold for 15 minutes then the line went dead.


 


 




I find it quite frustrating that at the beginning of the call Dean took my mobile number and then did not call me back.


 



12.25pm


- Called Ofgem who advised me to call Consumer direct

12.26pm


- called Consumer Direct spoke with Daniel and logged a complaint - 29424.



He advises me that I need to follow npowers complaint procedure and that as my complaint was only formally logged on Thursday 6th November 2008 that the ombudsman will not be able to take the complaint on just yet.


Daniel then went on to suggest me writing to npower with a formal complaint, recorded delivery, if I was getting nowhere by calling them.




12.38pm


- called npower following cut off call by Dean Bailey. - Joanne McMurray transferred me through to her manager - Chris Waugh (Direct number 0191 518 8726)



Once again I explained the whole situation to Chris Waugh (there does not appear to be sufficient notes to this effect as I have had to explain myself on countless occasions to numerous inept people at npower.


Chris apologised for any inconvenience that had been caused.


I explained that I had wasted many a lunch hour trying to sort this out.


I re-iterated the importance of taking notes to Chris as this does not appear to be something that npower are capable of.


I also asked why I had been given countless different pieces of advice, including countless different agents telling me amounts I may or may not be in credit to npower for.


This is clearly a training issue npower need to address.




Chris has offered to raise a cheque for £30.00


as a good will gesture to put towards my phone bill and wasted lunch hours.



I expressed my dissatisfaction with this and he said that this is the biggest amount he is willing to offer.


Chris advises that my complaint has been passed to a specialist department to be resolved (direct number 0845 070 4856)


The complaint has been assigned an estimated completion date of 16th December 2008. I advised that this is just not good enough, Chris then went on to say that this is only an estimate and it would probably be sorted before then.


I took the address of the complaints department from Chris as I wish to put a formal complaint in writing (as advised by consumer direct)


 


 


Correspondence Department


Building 2 ground Floor,


Traynor Way


Off Shotton Lane


Peterlea


SR8 2RU.


Chris has assured me that he has updated the complaint notes with our call today, I agreed that this was a good idea as I will be documenting each and every piece of correspondence with npower myself, as I can see a huge complaint resulting from this - I advised I have no reservations about taking this to the ombudsman service and that this is exactly what I will do should the complaint not be resolved within the allotted timescales.


I also enquired as to whether npower record their telephone calls, as I will be requesting a complete transcript of these calls to underpin my complaint.


Chris assures me that the complaint will be resolved and has given me his direct number in case I need to call back at any point.



14th November 2008 5.30pm


 



 


3x calls to npower after receiving a recalculated bill in excess of £900.


Spoke to three different people who gave three sets of completely different info,


Finally spoke to a lady called Julie Race in the complaints department who has advised me that this bill was sent out in error and the amount owing does not match the bill.


She apologises for this bill being sent out.


She advised that the gas account had, due to an error on npower's part, only been billed between October 2007 and November 2007


I reiterated my frustration and stressed that I will be taking this further.


She advised that the bill will be recalculated on the meter readings I gave most recently.


I should receive this the beginning of this week.


Julie has roughly estimated that the outstanding amount on the dual fuel account will be circa £400.00


I enquired about suitable compensation for my complaint.


Julie advises that once I receive the correct bill then suitable compensation will be discussed.



Received a letter from npower dated 19th November (enclosed) stating they have been trying to contact me ( I have given them my number each time I rang and have not received any calls from npower)???


21st November 2008 12.16pm


 



 


Received recalculated gas statement dated 18th November o/s amount is £336.37.


No electricity statement attached.


Called Stuart Wright in complaints department to query why I have only received the gas statement.


He advises that the outstanding amount on the whole account is now £816.47.


I advised him of my conversation with Julie Race on 14th November and that she had advised me of the rough calculated amount of circa £400.


Stuart then advised me that Julie shouldn't have given me this information and that based on the recalculation and meter readings the correct o/s amount is £816.47


I then asked for this to be escalated to a manager, I was then told by Sandra champley and subsequently her manager Suzanne Gudgen, that my complaint had been closed (as far as npower were concerned). I asked why this was and stated that surely if a complaint is raised then it should only be resolved once the customer is satisfied with the outcome?


Npower state that this is not the case and that they have now closed their complaint.


I enquired about compensation and was advised that the £30 good will gesture raised by Chris Waugh (which I still have not received) was in full and final settlement for all my wasted time, lost sleep and stress.


I do not think that this is in any way satisfactory.


I advised I am not happy with this outcome and that I will be taking my complaint to the energy ombudsman service.




21st November 2008 13.16pm


.



Called Energy Ombudsman Service for advice on escalating complaint.


EOS have emailed me details of how to lodge a complaint and have advised me that I need to obtain a Deadlock Letter from npower.


They have also advised I write to npower in a recorded delivery letter, advising them I have spoken to EOS, asking npower for their full and final position. This should then prompt npower to produce a Deadlock letter.


Between November 08 and now I have attempted to leave Npower and join British Gas, due to the amount outstanding on my account I am unable to do so. I received a letter from Npower dated 17th December 2008 advising that 'you're sorry to hear I wish to leave Npower' and stating that I am 'A valued customer' I find this rather insulting given the façade of this ongoing complaint.


I called Npower to advise them I was still not happy, during the month of December. I finally received a letter dated 22nd December 2008 (enclosed) from your complaints team advising me that they hope to handle my complaint quickly and to contact them should I have any questions.


I then received a further letter dated 13th January 2009 from Graham Smith of your Executive complaints team apologising for the length of time the matter has taken to be resolved and also for the mis-leading information I was given regarding the amount of my bills and for the inconvenience this matter has caused me.


Graham goes on to advise me that at present the outstanding balance on my gas account was £336.37 and my electricity account was £480.10 although I am not the greatest mathematician, I am aware that this gives a total dual fuel balance of £816.47


 


So in short, to break this down...... as at 13th January 2009 (according to your Graham Smith) I owe Npower £816.47.


 


Due to the level of service I have received, and the incorrect information I was advised, Graham says he is happy to place a further reduction of £75.00 towards my electricity account and spread the remaining balances over an extended payment arrangement of 24 months. He then goes on to advise me what his proposed monthly payments will amount to inclusive of the outstanding balance. (£174.00 monthly).


May I make clear that I am in no way, denying that I owe Npower money (given the fact that I haven't paid you anything between August 2008 and now) I do however dispute the fact that circa £180.00 is reasonable usage of gas and electricity for one small household.


On receipt of this letter, I contacted Sam Kelly at the Executive Complaints team (20/01/2009 @ 18.00) and advised her I was not happy with Graham Smith's resolution proposition and I wanted my complaint escalated to the final stage.


It is at this point Elizabeth that I received your letter of 18th February 2009 which now states that you have come to the end of the line where my complaint is concerned and that you are happy with the, compensation offer of £75.00 and a further £50.00 cheque (which might I add was actually only £30.00 - see enclosed cheque from Chris Waugh, which I haven't cashed).


Not only have you got the amount of the cheque incorrect Elizabeth, but you also advise me that in the space of just over one month, my dual fuel balance has nearly doubled!!!


You state in your letter that I now owe Npower £1322.39!!!!


 


I have questioned this letter and thought to myself, 'have I left the heating on overnight, or turned up the thermostat, or left the TV on standby???


Where on earth has this deficit of £505.92 come from?


I am most certainly not happy with your offer of resolution Elizabeth and have found myself now, with no other option but to refer this matter on to the Ombudsman and the Press.


I will forward a copy of this email to the parties above and hope sincerely for a satisfactory resolution.


Please note, scanned copies of all correspondence will follow in a separate email.


Kind regards


 



Anna Jones


 



 


Account Handler


Jardine Lloyd Thompson Corporate Risks


Jardine Lloyd Thompson UK Ltd


Authorised & Regulated by the FSA


Vincent House


17 Stanley Street


Liverpool L1 6AA


Direct Dial: 0151 243 0248


[] (link: www.jltgroup.com)


 


 


more details »


1545n-power
Total claims:12
Mr & Mrs O'Hare »17/02/0926/03/20090

I am being charged £360 a month for gas alone i live in a two bedroom detatched 1.5 bungalow have a combi boiler with 11 radiators and no other gas appliances


more details »


1698n-power
Total claims:12
06/04/2009 »06/04/200906/04/20090

changed over to this company npower as they said they was cheaper stopped me in my town when out shopping, only used they card in my prepayment gas metre 2nd time and toke money of me for dept had no dept with other supplier so was very confused to as this is so got on the phone to them asap and queyed this dept as my meter told me and they said its a weekly fee of £3.50 for any call outs to my metre is ever get any errors and it dont work but ive had a metre for 5 years and never needed this but as other compaines charge this in units as they said, but wasnt very happy and asked what they was willing to do they said nothing but you can change to another company if im not happy which i intend to do asap also they have sent me a letter to use my same key for my electric  has dont need another, want me to go to my local outlet to with a letter to change numbers which i find uncomfortble doing, they was very un helpful and rude on phone and also asked to speak to manger which i did and he was also very rude and unhelpfull, ive learned my lesson here, and want to name and shame them as they also did similer to my friend which she pays monthly and wants over £300 of her for 3 weeks gas,


more details »


1873n-power
Total claims:12
energy supply »14/04/200918/04/20090

 


In  February  I changed my energy supplier from(electricity - Southern Electric, gas - British Gas) into n-power. At the end of February I received confirmation that from beginning of March n-power is my main gas and electricity supplier. Because I have key-electricity meter  I have to pop-up the key in order to have electricity at home. I phoned n-power and asked about new one and about meter changing. They promised me to change my key-meter into normal one and meantime send me new PIN that allowed me to switch my key into n-power. In the same time British Gas started to bombard me with letters and phone calls and tried to persuade me not to leave their company. I firmly stated that I changed my supplier into n-power. During the month nobody has contacted me, so that I decide to write a complaint about the promised meter changing to n-power. The reply I received has me so shocked that I deciding to write next complaint. I attach the correspondence between me and npower:


Our Reference Number: 96428415


 Thank you for your recent email.

We have looked into your query and unfortunately we can't change your electricity meter as we no longer supply the electricity to your property. We did supply the property between 2nd March and 24th March but British Gas took the supply back on 25th March. If you require the meter to be changed then you will need to arrange this with you supplier, British Gas.

Kind regards
npower customer service
     Hi,


 I cannot unerstand what you are writing to me. HOW COULD BRITISH GAS TAKE THE SUPPLY IF WE LOAD A KEY USING THE PIN AND TOPPING UP ON YOUR ACCOUNT.  THIS IS A VERY BID SCANDAL, DO YOU TREAT ALL YOUR CUSTOMERS IN SUCH A WAY?????????


UNTIL YET YOU HAVE NOT CHANGED THE METER, AS YOU HAVE PROMISED WHEN YOU HAVE SET AN ACCOUNT FOR US. I HAVE NOT EVEN RECEIVED ANY MESSAGE FROM YOU THAT YOU WILL SELL US FOR BRITISH GAS. YOU HAVE NOT INFORMED US THAT YOU DO NOT SUPPLY ENERGY AND HOW IT IS POSSIBLE THAT WE PAY FOR ELECTRICITY FOR YOU. MAY BE YOUR COMPANY IS A LIAR AND CAN ONLY DECEIVE CUSTOMERS. BECAUSE OF THE FACT THAT YOU ASSURED ME OF SUPPLYING ELECTRICITY AND EXCHANGING MY ELECTRICITY METER, YOU HAVE RESPONSIBILITIES TO FULFIL YOUR DUTIES AND DO EVERYTHING YOU HAVE TOLD ME. AT THIS MOMENT THE PERSON RESPONSIBLE FOR SUCH KIND OF DISORDER AND NEGLECTING HER DUTIES HAS TO BE PUNISHED.


 I FEEL MYSELF VERY DISSATISFIED WITH YOUR SERVICE, HOW DARE YOU TO DO SUCH THINGS AND DO NOT INFORM US ABOUT ANY CHANGES, AND I AM LOOKING FORWARD FOR RECEIVING ANY KIND OF SATISFACTION FROM YOU.


WHAT IS MORE, I AM NOT USED TO SUCH KIND OF TREATMENT, SO IF YOU WOULD NOT FULFIL YOUR PROMISES, I WOULD BE FORCED TO GET IN TOUCH WITH COMPETENT BODY IN ORDER TO SOLVE THIS QUESTION.


TELL ME, WHEN I AM TOPPING UP ELECTRICITY KEY AND RECEIVING A RECEIPT WITH YOUR COMPANY NAME, AND NOW YOU TELL ME THAT YOU DO NOT SUPPLY ME ELECTRICITY. HOW CAN I UNDERSTAND THIS.  IT IS KIND OF FRAUD, THAT WE PAY FOR ELECTRICITY FOR YOU AND YOU TELL ME THAT YOU ARE NOT MY SUPPLIER. DO YOU KNOW THAT FRAUD IS A CRIME, DO NOT YOU????????????????????????????


 WE DO NOT BELONG TO IDIOTS, WHO CHANGES THE SUPPLIER FROM PREVIOUS INTO THE LAST ONE.


 


GIVE ME ADDRESS, WHERE I CAN COME AND SEE THE PERSON IN CHARGE OF YOUR DEPARTMENT.


 


GALINA LEBOWSKA


 


Our Reference Number: 96434269

thank you for your email

i have had a look at the account  and  we have check with British Gas  and they also advise you have  changed to them 25/03/09 you can call them 08457888400 and  they can advise you about the account and how they took you over.

We would have changed the meter but you changed  to BG  with in 30days  you do need to talk to them we have not gave them your details for them to take you over we would be happy to take back the address for power and change the meter you just need to let us know..

i hope this helps

Kind regards
npower customer service



     Hi,


I am not satisfied with your reply. Still you have not answered my question about electricity. I have not changed for any other supplier apart from npower.  If British Gas has told you something like that, they are simply lying you. I was bombarded with their letters about meter reading and telephones where they wanted me to switch to the British Gas, nothing else and while talking on the phone with them I stated firmly that I am not interested in their company as they are to expensive for me and I informed them that I switched into npower. As you see I have not received any notice from them that they are my supplier. What else, I have not agreed to switch from you into British Gas, and as I know there are some procedures connected with changing suppliers. First of all I have to inform you about any changes. Have I informed you about it? Your suggestions about the fact that British Gas is my new supplier is deceiving and cheating on me, as I took an agreement with you when switching for you as supplier and now I am waiting that you fulfil all your duties and responsibilities connected with that agreement/check all my phone calls/ The reason I wrote you the complaint is that I have not received the service you promised me. I want to make it clear that I have not signed or agreed to be a customer of with British Gas. If they tell you that they took me over they are deceiving you or maybe you are deceiving on my. I would like to refresh your mind and tell you that you provided my with PIN number to change the electricity supplier  from Souther Electric into you, so now I am popping up this key on npower account not BG, in other words I pay for electricity you not BG.BG was my previous gas supplier /what means before switching to you, but I BG changed into you.


 


The next step which I will make, I will contact watchdog, as you have not send me contact details to a person who is in charge of you and whether you or BG are cheating on me.


 


I think you have clear idea of what is going on. The fact that I am Polish woman does not mean that English energy supplier can treat me in such a way.


 I feel myself here as if I were in the jungle where everybody who provides services can act without any responsibility, thinking only about profits and causing harm to clients.


more details »


21758n-power
Total claims:12
energy »20/10/1130/10/20110
i have been with npower for a few years, i was paying £96pcm for dual fuel, now all of a sudden they are demanding £204pcm
when i challenged them asking if energy prices have gone up by over 100%, they said no it has gone up 15%, but i missed 2 electric payments in june and july, of just £33 each month, they took gas only even though i signed up to dual fuel direct debit, in august they must have realised they wern`t taking it all as they started taking the full £96, i told them that 2 missed payents of £33, cannot possible ammount to a new monthly bill of £204pcm, they then claimed that my useage must have gone up, but yet i use gas to heat the house and water and for cooking, i only use a tv pc and lights, how can my elecrticity possible go up from £33pcm to a whopping £145pcm, i gave them acurate meter readings over the last 6 months
i know there scewing me over, but they won`t let me leave, they blocked a switch to eon,
i only work part time and am very worried that i simply cannot afford to pay £204pcm, a rise of over 100%
does anyone have any idea what i can do about them
i feel like i`m being robbed by this evil company
please help

more details »


22183n-power
Total claims:12
Disgraceful resolution of incompetent boiler installation »Oct 200823/11/20110
Npower installed a boiler in Oct. 08 for a family member.
There followed a catalogue of errors, leaving the house inside and out in a shocking mess, some of which had safety issues.
Npower eventually rectified the shambles they left but only after much pressure from the house-holders.
We have contacted since them on numerous occasions, by letter and phone, as we felt that they should offer some compensation in respect of the distress they have caused only to be ignored and dismissed with a totally arrogant and "gung-ho" attitude.
We feel that they should at least cover the cost of the boiler.

more details »


22230n-power
Total claims:12
A COMPANY »24/11/201126/11/20110
This energy provider organised for me to have a new meter installed to save me money on my bill. originally on november 8th 2011. the person who should have come out to replace the meter never turned up. a second date was scheduled, again didnt turn up claiming they had but couldnt gain access. a note was left on the door as to where the spare key was with my neighbour in the case of me being out. upon my return, the note hadnt been moved, and my neighbour had not been called upon. a new date has been arranged.........3rd time unlucky i suspect!........but not until 22nd december!!. i am still paying over the odds for my electricity, and we are all electric where i live, due to this company's inefficiency and poor service. i would never recommend npower to anyone. they are totally incompetent and above all, tell lies!. i wonder how many other people have been sucked in by them........i wish i had never signed over to them and my bills are still going up!

more details »



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