Budget Schemes (NPower)

Member Name: hypernortheast

Product:	NPower
Date:	27/06/06 (530 review reads)
Rating:

Advantages: Good Customer Services

Disadvantages: Sometime high call volumes

Ok first of all i want to say that i work for npower in the customer services department. Npower used to have really bad billing systems and procedures. However these have now changed and we can amend accounts the same day for most amendments. I am writing this review about the budget schemes. I must take 50 calls a day from customers not happy to increase their direct debit as we have requested. The letters we issue clearly states that we look at the consumption over a 12 month period and look at the usage at our new prices then share this by 12 which gives the monthly payment. What is so hard about this to understand ??? - does the british public do nothing but complain. At the end of the day you are using that electric and all we are doing is simply asking you to pay for what you are using. Yet 99.9% of customers do not understand this. The customers call and argue about the direct debit payments. Its like a bank loan, if the bank says you must pay £250 a month, you must pay this no arguing as you are lending that amount of money. Its the same case for your electricity. you are using that amount so what makes you think you can pay less than what you are using. Something also to point out is that the advisors do everything we possibly can. If a customer shouts and screams at the advisor, please just think how you would like to be spoken to in that manner. You will find that if you are polite and even if you are abit angry and even request to speak to a manager, the advisor will do their best to help you.

Summary: customers