ImWorseOffThanYou.com

[dragonthoughts]

Mr Fearn resolutely failed to contact me again, so I assume that he was actually part of NPower's "Cover up & Stop Adverse Publicity" department, despite claims to the contrary.

I recently came across another of NPower's threat and lie systems, in a post from someone who was on a prepayment meter, but left NPower for another company. According to NPower, Natalie ran up an extra bill of £450 - How that's possible, I don't know, but as she's no longer a customer, they won't tell her how.

For full details, read Natalie's story, where she summarises NPower as "Swindling Thieves"

[dragonthoughts]

I used to work for npower - not the residential team but the business team. It's a shame I don't work there now dragonthoughts because I would have done my best to raise this to someone's attention. Luckily it seems that they are taking it very seriously.

Thanks for the support. At the time Mr Fearn visited, I really did believe that NPower were being serious, however, 4 months on I'm not so sure. I've emailed Mr Fearn a couple of times and today I sent an text message to him asking for an update. No response. I did include my real name, address and dates in the text message, to help him track the details!

It makes me wonder whether the polite visit was more about stopping me from calling the police or publicising NPower's Threats and Lies policy, rather than a genuine intent to resolve the issues.

What do you thing?

[tiggy]

Npower used to supply my electricity and gas.., They swore blind that they didn't supply my electricity, said that southern electric or someone probably did. Refused to send me a bill or read my meter, although i asked for a bill!

Then, when i switched to scottish power suddenly i owed them £300!!! the buggers.

i didn't pay it and i still won't. Don't see why i should i asked them enough times!

the upshot of this is

Npower is run by morons, keep well clear!

[Littlegreenlady]

I used to work for npower - not the residential team but the business team. It's a shame I don't work there now dragonthoughts because I would have done my best to raise this to someone's attention. Luckily it seems that they are taking it very seriously.

This isn't me trying to make them seem better or blameless in anyway, but when I worked there, (bearing in mind it was about 6 years ago), the foot sales teams weren't direct employees of npower but actually through a 3rd party company (one of whome my sister worked for for a week until she realised the tactics they were expecting them to use to get the sign ups). It sadly means the system is open to abusive door to door salespeople. And hopefully the powers that be at npower will try and do something about the system. Well done to you for reporting it though - so many people I know wouldn't have done so.

[SatCure]

I get these callers occasionally. I simply slam the door. I don't even begin to engage in conversation with them.
I also have a phone attachment on my computer that blocks any calls from numbers that I've programmed.
I don't need stress and this is my way of avoiding it!

[dragonthoughts]

Absolutely no offence taken, from you Linz. It's easy to miss hidden disabilities, and you've probably never met me.
Ten years ago, I probably would have taken it in my stride, although I'd have still reported him.

[linz71]

I'm sorry dragonthoughts I didn't mean it to sounds as though you took it all in your stride. I can imagine how unerving it must have been for you.

Sorry again if I offended you

[dragonthoughts]

If it was a pensioner on their own I hate to think how scared they would be.

I did have genuine fears myself. I was home alone, as my partner was out earning the household income. As I've mentioned elsewhere on this forum, I have some serious health issues. They may not be as obvious and apparent as with some pensioners, but they can leave me very fragile.
That being said, when the salesman was threatening me, around 20 years of martial arts training cut in at the back of my mind, working out where kicks or punches might come from, and what I could do to defend myself against the hooligan, within the limits of my own frailty.
One defence strategy included dialling 999 on the phone that I was holding and dropping it, with the line open. At least that way, I'd probably get some help reasonably quickly, once the police had traced the call!

[linz71]

I'm glad they are taking this seriously. If it was a pensioner on their own I hate to think how scared they would be.

Good to hear they compensated you for your phone calls too. I got about £4.50 back from NTL once for the amont of time I'd spent in queues on their internet helpline. I had to ask for it though.

[dragonthoughts]

When it was finally convenient to call Mr Fearn back, I got an assurance that the complaint was being dealt with extremely seriously.
Mr Fearn investigates complaints about Npower's sales force and also trains some of them. He asked if he might visit me to speak to me personally, to fill out the details of the incident.
He was sympathetic and pleasant in his manner, something that the Npower sales force could really learn from.
I fleshed out the finer details of the incident, including my comment to the salesman about his questionable and cheap parentage, which Mr Fearn took note of, and asked if he might use the line in the future!

A couple of the questions that Mr Fearn asked, included whether I thought that the salesman appeared to be drunk or on drugs, both of which I had to in all honesty say "no" to. Mr Fearn seemed to express some disappointment at that.

He also explained that disciplinary procedures for this type of offence could lead to dismissal and loss of accreditation under Energy Retail Association Code of Practice. All energy sales agents must be accredited by this code and can be dismissed or even ‘struck off’ as a member if they breach it.
I understand that the track record of complaints against the noxious Npower salesmen would be taken into consideration at a hearing.
If my version of the incident is accepted, then, apart from threats of physical violence, I see two clear breaches of the code under Energy Retail Association Code of Practice.The guidelines say, among other things, that energy salespeople:

• Must not exploit consumers, give them false information or use high-pressure sales tactics
• Must leave your home if you ask them to.

If the energy companies really are trying to improve their ethical stance on sales, then I expect that there will be one less Npower salesman in the near future.

Finally I explained to Mr Fearn that an initial account of the incident had gone up here. He asked if he might use this for future sales training, regarding reputation risk, and why upsetting one potential customer can be considerably more than one lost sale. So, maybe, "Npower using threats and lies..." on ImWorseOffThanYou.com will become a part of Npower sales training - should we be happy about that?
If you think that a sales agent has broken the code of practice, contact the energy supplier and tell them why.