Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • RussellBln
    • By RussellBln 16th Mar 17, 10:58 AM
    • 4Posts
    • 0Thanks
    RussellBln
    Npower
    • #1
    • 16th Mar 17, 10:58 AM
    Npower 16th Mar 17 at 10:58 AM
    I have been an npower customer for over 20 years and suddenly completely out of the blue I received a letter from a debt collection company for a gas account that I had at a different property 6 years ago! Not only is it a gas bill but they have added £160 for the priviedge of sending the letter. I have no idea why they have suddenly mailed me and even less idea why npower put it in the hands of debt collectors when they have always had my contact details.

    I have contacted both parties but neither seemed forthcoming about the outstanding amount or the involvement of a debt collection agency.
Page 1
    • brewerdave
    • By brewerdave 16th Mar 17, 11:10 AM
    • 4,180 Posts
    • 1,701 Thanks
    brewerdave
    • #2
    • 16th Mar 17, 11:10 AM
    • #2
    • 16th Mar 17, 11:10 AM
    Tell the debt agency that you require proof of the debt in the form of a final bill detailing the reason for the charges.
    Suspect that it could due to a disagreement over your closing readings for the previous property and the next occupants opening readings. Was it rented ?If so, it could be that the landlord has pointed NPower at you for the between occupant's charge rather than settle them himself. OR the next occupants have fiddled their opening reading.
    Either way you need a fully detailed bill!
  • nPower company representative
    • #3
    • 16th Mar 17, 11:13 AM
    • #3
    • 16th Mar 17, 11:13 AM
    I have been an npower customer for over 20 years and suddenly completely out of the blue I received a letter from a debt collection company for a gas account that I had at a different property 6 years ago! Not only is it a gas bill but they have added £160 for the priviedge of sending the letter. I have no idea why they have suddenly mailed me and even less idea why npower put it in the hands of debt collectors when they have always had my contact details.

    I have contacted both parties but neither seemed forthcoming about the outstanding amount or the involvement of a debt collection agency.
    Originally posted by RussellBln




    Hi RussellBln

    I'd like the opportunity to look into this for you; please email me at the address on my profile.

    Thanks

    Jade
    Official Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
    • RussellBln
    • By RussellBln 16th Mar 17, 12:50 PM
    • 4 Posts
    • 0 Thanks
    RussellBln
    • #4
    • 16th Mar 17, 12:50 PM
    Npower
    • #4
    • 16th Mar 17, 12:50 PM
    Hi Jade,

    Thanks for responding.

    I emailed Npower Executive complaints on Monday but have not even received an acknowledgement of that email. I also spoke to a customer services adviser on Tuesday and gave him all the details but have not heard anything back. He told me Npower would send an email to the debt collector company from their "closed collection department". When I contacted the debt collection agency I was told they would put a 2 weeks hold on the matter in the hope of hearing from Npower.

    I am at a complete loss as to why after 6 YEARS from a previous address, when I have continued to be an Npower customer for electricity only and Npower have always had my contact details, I suddenly receive a letter from a debt collection company and to add insult to injury they have added a "fee" of £160 for the privilege of sending me a letter!!
    Last edited by RussellBln; 19-03-2017 at 6:14 PM.
    • Dobbibill
    • By Dobbibill 18th Mar 17, 8:56 AM
    • 2,035 Posts
    • 3,149 Thanks
    Dobbibill
    • #5
    • 18th Mar 17, 8:56 AM
    • #5
    • 18th Mar 17, 8:56 AM
    I've moved your thread from the 'Water Bills' section back to the 'Energy' main board.
    I'm a Board Guide on the Energy, Student Money Saving, UK Armed Forces and
    Local Money Saving - Wales boards. I'm a volunteer to help the boards run smoothly, and I can move and merge posts there.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com. Any views are mine and not the official line of MoneySavingExpert.com.


    If you always do what you've always done,
    you will always get what you've always got!
    • dogshome
    • By dogshome 18th Mar 17, 9:51 AM
    • 2,732 Posts
    • 1,368 Thanks
    dogshome
    • #6
    • 18th Mar 17, 9:51 AM
    • #6
    • 18th Mar 17, 9:51 AM
    Chasing a Six year old debt ?

    No matter if this claim is justified or not, if it's over six years old even by one day and this is the first you have heard about it, it's legally out of time for anyone to try to collect the debt
    • GDB2222
    • By GDB2222 18th Mar 17, 10:27 AM
    • 13,488 Posts
    • 71,771 Thanks
    GDB2222
    • #7
    • 18th Mar 17, 10:27 AM
    • #7
    • 18th Mar 17, 10:27 AM
    Hi RussellBln

    I'd like the opportunity to look into this for you; please email me at the address on my profile.

    Thanks

    Jade
    Originally posted by nPower company representative
    Hi Jade

    I was about to transfer my dual fuel energy account to nPower, as you are a bit cheaper than my present supplier. However, your company has simply awful reviews for customer service. And this is the second customer I have read about just today who has had a bill right out of the blue after six years.

    Can you honestly advise me to transfer?

    No reliance should be placed on the above! Absolutely none, do you hear?
    • jenpen007
    • By jenpen007 19th Mar 17, 11:39 AM
    • 4 Posts
    • 0 Thanks
    jenpen007
    • #8
    • 19th Mar 17, 11:39 AM
    npower
    • #8
    • 19th Mar 17, 11:39 AM
    Hi I had a similar problem last week receiving a letter from the debt collection company on behalf of Npower relating to an electric bill from a property I used to own 18 months ago. I spoke to the debt company and spoke to Npower and I have registered a complain and got a reference number from NPower. In my case it looks like the meter readings (I had economy 7) have been recorded the wrong way round by either Npower or the new owners. I will give then 2 weeks to respond to me about this issue. Speak to someone in the home move department if you can. Good luck I hope you (and I) can get our issues resolved.
    • uk1
    • By uk1 19th Mar 17, 2:16 PM
    • 985 Posts
    • 637 Thanks
    uk1
    • #9
    • 19th Mar 17, 2:16 PM
    • #9
    • 19th Mar 17, 2:16 PM
    Avoid Npower at all costs.

    I had a very simple dispute that ended up about a faulty meter in a second home which was replaced and certified faulty (registering usage when supply was switched off) and a relatively simple set of issues ended up with me having to take them to county court (and winning) even though they sent a barrister. They even managed to lose their records AND deny we'd communicated. How can you know when you've lost all your records. Must have cost them thousands.

    They are inapable of managing simple issues as so many of their customers are saying with both words and their feet.

    AVOID or REGRET!
    • firefox1956
    • By firefox1956 19th Mar 17, 3:09 PM
    • 918 Posts
    • 518 Thanks
    firefox1956
    @ RussellBln
    Go back to your post #4 & remove your telephone number ASAP
    HTH
    • 2357
    • By 2357 19th Mar 17, 10:22 PM
    • 19 Posts
    • 46 Thanks
    2357
    Npower has overcharged me
    I'm currently fighting to get my bill recalculated.
    I switched to them mid jan and provided opening readings. Just after switching the property sold so I provided final readings on completion day. I had the account with them for just 50 days and they have sent a bill for £163 for property which was unoccupied, there wasn't even a fridge plugged in yet they are charged £109 for electricity and £54 for gas.
    When I queried this a representative gave me the readings I provided that are on record and correct but they've used their own estimated (made up) readings for both opening and closing the account.
    To make matters worse they also provided their invented readings to my old supplier meaning I was also overcharged on my final bill to them.
    Waiting now for an answer from them and hopefully they will rectify but they've put themselves on my list of companies I will never deal with again after this fiasco.
    • RussellBln
    • By RussellBln 24th Mar 17, 4:04 PM
    • 4 Posts
    • 0 Thanks
    RussellBln
    It dates back to a property I left in 2011 but Npower are saying that they are billing me from 2014! Also, they told me they couldn't recall the debt from the debt collection company because they passed it to them in 2015 but when I contacted the company they said they received it the 3rd March THIS YEAR!!
    • teddysmum
    • By teddysmum 24th Mar 17, 9:32 PM
    • 6,823 Posts
    • 4,001 Thanks
    teddysmum
    It dates back to a property I left in 2011 but Npower are saying that they are billing me from 2014! Also, they told me they couldn't recall the debt from the debt collection company because they passed it to them in 2015 but when I contacted the company they said they received it the 3rd March THIS YEAR!!
    Originally posted by RussellBln
    Have you still not had a reply from Executive complaints, as they are normally very efficient ?


    If this is the case, email again ,stating that you are still awaiting a reply, as emails do sometimes go astray in the 'ether'.
    • RussellBln
    • By RussellBln 25th Mar 17, 3:01 PM
    • 4 Posts
    • 0 Thanks
    RussellBln
    Yes I've had a reply from Executive Complaints but basically they're washing their hands of it because they said they passed it to debt collectors in 2015 but as my previous post said when I called the debt company they told me they had only received it on the the 3rd March this year! A few weeks ago. I then took the option of having it escalated to Npower Head of Customer Relations for a review and waiting for their final response ASAP.

    I also contacted the Energy Ombudsman and have a case study reference number set up should Npower's response not be satisfactory. I have not received ANY bill or proof of this debt yet I am expected to pay over £500 to a debt collection company because of their letter!!
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

2,156Posts Today

6,681Users online

Martin's Twitter